Candidates About

 

 

Information Technology Management        Certified ITIL Foundation V3    HIPAA Certified   

Multiple industries IT experience -- healthcare <>technology<>retail<> data solutions  

Process improvement manager <> IT management <> IT service delivery manager

Senior operation manager<>IT change manager <> IT problem manager

Identity And Access Management

PROFESSIONAL SUMMARY

Ø  Accomplished ITIL certified Leader with 18+ years of IT experience in ITSM Operations Management and Deliver Management with globally diverse and cross functional teams.

Ø  I bring a unique skill set to the executive management level, with creative and out-of-the-box thinking combined with solid goal-oriented planning.

Ø  Responsible for all aspects of ITIL’s framework between development, infrastructure, and support teams. Team leader and team builder that enjoys empowering individuals to optimize and develop strengths to accomplish goals and objectives. Customer focused to align business unit needs with service offerings and expand on those with new and emerging technology. 

Specialties:

Ø  Leader that led strategy, tactical and operations management activities for IT Global Support team and Level III Application Support teams.

Ø  IT Service Management Life Cycle, Strong Customer & Strategic Alliance Building, Business Process Re-engineering, Process Improvement, Strategic & Tactical Planning, Budget Development, Tracking & Adherence, Resource Management, Team Building, Staff Mentor, Coach & Motivator, Operations Management, Performance Management, Problem Management, Change Management, Incident Management, Project Management, Contract Compliance, Policy & Procedure Development, ITIL Service Capability Certified, ITIL Foundations V3 Certified

 

Areas of Strengths

 

 

§  Digital Team Leadership §  Off-Shore Management §  Service Transition §  Conflict Resolution §  Gap Analysis §  People Management IT Service Management

§  Internal/External Auditing §  SCRUM/SDLC/Agile §  Data-Driven Decision Making §  BYOD §  Project Management §  ITIL V3 Incident, Problem, Change, Release, Configuration Service Desk, Service Level

§  Access Control Management §  Staff Training/Mentoring §  ITIL Best Practices §  Critical Thinking §  MDM (Mobile Device Mgmt) §  Operational Assessment and Managed Care Outsourcing

 

ACCOMPLISHMENTS

Ø  Implemented ITIL compliant change management process using standard IT Infrastructure Library (ITIL) and IT Service Management (ITSM) methodologies. This included a Technical Advisory Board (TAB), and Change Advisory Board (CAB), and standard change request form used for all changes. Process issues dropped from 134 in the previous year to 29 over the following 12-month period, a 78% improvement resulting in significantly improved customer satisfaction.

Ø  Established Genius Bar, that increased the customer satisfaction to 80%

Ø  Reduced labor cost on the account. Directly hired contract employees which eliminated temporary agency costs and retained the skilled employees with institutional knowledge of the customer. This resulted in annual savings and improved employee morale leading to higher customer satisfaction.

Ø  As the IT Service Manager, I identified opportunities and the potential for process improvement projects. I actively combed through the organization to identify new improvement opportunities.
Some highlights included:
    ⇨ Customer Experience/Satisfaction: Championed 50+ new improvement projects. Increased customer satisfaction and reduced customer response times.
   ⇨ Insourced IT Service Management: Developed and executed the Service Management Office processes within the organization. Trained individuals on ITSM processes and policies

Ø  Accountable for an ITIL-aligned service desk including a 24/7 call center, IAM team, and executive support organization.

Ø  Managed multiple support teams handling desktop, emergency dispatch systems, MDM, and enterprise application support for over 10,000 employees in multiple locations.

Ø  Established IAM – Access Management Team at SCC – User Life Cycle Management

Ø  Successfully created a professional Service Desk based on ServiceNow software, using ITIL methodology and best practices from existing help desk. Implementation of Service Desk call center policies and procedures resulting in significant improvements in the First Call Resolution (from 35% to 90%), abandonment rates (from 17% to 6%) and average wait times (from 8 minutes to less than one minute). Instrumental in the design of ServiceNow ticketing system resulting in getting tickets auto routed to correct destination for problem resolution.

Ø  Implemented ITIL best practices for Incident Management and Service Desk for County Hospital System. Provided strategic planning, staff and workflow assessments, process and procedure documentation, service level agreements, and training. Results: improved customer service delivery and a roadmap for continuous process improvement for customer satisfaction.

Ø  As a Critical Incident Manager, I was a key driver for Severity-1 and executive level customer escalations. This responsibility included collaborating and partnering with the entire organization to drive action and foster growth.

Ø  Transformed average functioning teams into world class performers according to HDI standards. IT staff at SCC was derived from several different organizations; staff`s skill levels, expertise, processes and work disciplines were very diverse and sometimes conflicting; developed high performing teams using metrics to measure and identify weak areas, process gaps, and analyzing competencies; utilized coaching, motivational and team building techniques that enabled team to perform at significantly higher level. Results: Team had 23% increase in customer satisfaction scores (98% "excellent"), 40% improvement in first call resolution, upward trending in overall KPI scorecards; process was done with 99% employee job satisfaction scores.

Ø  Reduced the number of open incidents by 53% at the same time there was an increase of 40% of tickets.

Ø  Co-created new process called "Daily Work Flow" meetings. This added the value of enforcing all areas of IT to manage their incidents in a more timely and organized fashion

Ø  Achieve 95 percent first call resolution and reduced wait times by 75 percent while handling over 1,000 calls per week and averaging 200+ calls daily.

Ø  Successfully established EPIC Service Desk and implemented Call Center for EPIC GO LIVE Project Support

Ø  Established and managed the 2nd and 3rd level technical support-team. This team was trained to support complicated technical issues, work on multiple special projects, provide backup to the Information Security Team, and be the extension of multiple IT teams.

Ø  Created a support strategy to enable power users and business-side partners to receive preferred treatment and prioritized escalations, without increasing cost, headcount, or impacting the support of other groups. The new partnership resulted in decreased calls to the help desks, improved efficiencies for the partners, and decreased overall cost of use. This strategy has now become the standard process for engaging key clients and developing mutually beneficial partnerships.

Ø  Significantly increased efficiency and effectiveness of staff through implementation and transformation to ITIL best practices for Incident, Change, Asset and Problem Management.

Ø  Multiple domain migration projects with the acquisitions of companies.

Ø  Compiled existing IT processes to setup baseline for the improvement of ITIL best practice, documented reports and recommended to develop processes and operational changes to existing and new processes

Ø  Directing the design of Remedy, Service Now, Tech Excel, CA Service Desk for Incident and Problem and Change management in multiple organization

Ø  Established and Managed an in-house, standardized change management practice, which was adopted Enterprise wide

Ø  Drive the development of the migration strategy and detailed execution project plan for multiple county agencies on one platform of ITSM tool

Ø  Implemented process with project teams in integrating change management and training activities into their project plans

Ø  Provided IT training for Incident and Change Management/Release Management

Ø  Deployed ServiceNow ITSM tool and implemented Incident, Problem, Asset, Facilities and Project applications introducing metrics and analytics to better establish department goals and effectively measure performance and improvement.

Ø  Reduced the number of open Problem tickets by over 50% within a two month period

Ø  Developed the Problem Management process documentation

Ø  Developed and implemented process improvements for accuracy with open vs. closed tickets; metrics capabilities; determining root cause analysis

Ø  Provided experience and leadership to a recently assembled Problem Management Team

Ø  Managed migration project to Office 365 cloud services to establish stability, redundancy and a more resilient exchange environment

Ø  Managed Projects – MFA O365, launch, PC Refresh, PC vulnerabilities, Move of 200 users and 260 workstations

Professional Work History

Ellie Mae, CA                                                                                                                                  February 2018 – Present                  

Senior IT Operation Manager -- Manage multiple portfolios:

·         Procurement | Asset Management | IAM | Desktop Engineering | ITSM | Change Management

·         Responsible for Building and developing partnerships across IT and business by engaging the business and IT to have service centric dialogs to promote and deliver outstanding service

·         IT Analytics, Operations Metrics Management and reports. Service Level Management. Change Management, Release Management, Incident Management, problem Management, Knowledge Management. Manage various related policies and SOP’s, including; Desktop refresh, inventory, access, SLA, Employee Life Cycle (hire, termination) AD, ADFS, SSO, and MFA savvy.

·         Working with diverse and dynamic globally distributed teams

·         Establish and publish clear priorities among project activities

·         Coordinate management and technical decisions

·         Managed change management at the organizational level, Enterprise Change Management

·         Manage resistance and develop actions to correct any performance gaps in the change project’s life cycle

 

PwC, CA (PRICEWATERHOUSECOOPERS) Retail Client Facing                                           February 2017 – February 2018     

Senior Information Security Operation Manager -- Manage Multiple Information Security portfolios:

·         Net Services | Host Security | IAM | Security Services | Service Delivery Management | Change Management

·         Direct and Manage the IT Operations policies and processes for core services, including but not limited to Incident Management, Problem Management, Release and Deployment Management, to identify, remediate and resolve all operational incidents, within established service levels, to ensure optimal business benefit. Developed information security policies and procedures in compliance with corporate security requirements.

·         Influence changes and system enhancements to business processes, policies, and infrastructure to deliver the most effective IT services

·         Select and build strong teams through formal training, diverse assignments, coaching, mentoring, and other team development techniques, along with regular individual and group meetings

·         Apply project resources according to the approved project plan

·         Analyze risk and implement risk mitigation activities. Establish contingency plans and identify trigger events and responsibility for initiating corrective action

·         Track and manage project issues and report on progress to plan. Analyze the actual performance against the plan and make adjustments consistent with plan objectives. Ensure timely adaptive action is taken

·         Manage operations within the IAM environment at the client, including application patching and upgrades and certificate management

 

GE Digital, CA                                                                                                                                                   April 2016 – Feb 2017

IT SERVICE DELIVERY MANAGER (IT Services Management Change Management)

·         Manage and facilitate the Change Process for multiple business units within the GE Digital family of businesses. Focus on process implementation and improvement, maintaining documentation within SOX auditing standards, eliminating unregulated change, providing critical examination of requests for change, presenting changes for approval across a wide audience of stakeholders. Tracked all IT production changes and reported on completion rate, success rate, resources required, and production outages.

·         Collaborates with the project teams on the Change Management discipline and work plans for project initiatives, as well as, development of the framework for related processes and procedures to implement change management strategies and the seamless implementation of various related tactics (readiness assessments, focus groups, change agents program, targeted communications), to ensure a sound methodology and platform for delivery of plans/services

·         Interfaced with Engineering for availability of all new or changed build components, communicated the server release schedules and chaired the Cab Meetings

·         Managed all scheduled forthcoming projects through Change Management lifecycle, test plans, development and back-out plans, the execution of test plans and when ready implement the Change through the Release Management Process.

 

INFORMATICA, CA                                                                                                                               Nov 2015 – April 2016  

IT Services Management Change Manager/ Delivery Manager

·         Directed IT Change Management operations to ensure process compliance. Implement IT improvements according to service management policy.

·         Deliver training on ITSM matters to staff at large. Developed policies and procedures for implementing changes to production IT environment, including risk analysis / mitigation, technical documentation, communication plans, implementation / back-out plans, and change calendar.

·         Facilitated communications between and gained consensus from IT teams. Collaborated with IT partners regarding change management and championed policy / procedure compliance.

·         Presented processes and value to teams. Coordinated tasks among IT resources, management, and customers. Conducted weekly meetings facilitating discussions and evaluation of proposed changes.

 

Stanford Health Care, CA                                                                                                                 May 2015 – September 2015

Service Deck Manager - Insourcing Service Desk From Offshore (Contract)

·         Managed Insourcing project from end to end.,

·         Established and managed service desk operations according to ITIL best practices to include incident, request, change, knowledge management, outage escalation, and continuous improvement.

·         Developed and implemented policies and procedures by establishing company-wide service desk standardization to include Incident Escalation.

·         Implemented ServiceNow from Remedy in healthcare sector during insourcing.

·         Introduced methods for tracking project management, workload planning and corporate business performance metrics.

 

 

 

Intratek Computer Incorporated, Irvine, CA                                                                            February 2014 – May 2015

Senior Business Process Analyst, U.S. Department of Veterans Affairs, Office of Information & Technology (Contract)

·         Integrated a wide variety of help desk methodologies (Remedy, Serena, CA SDM) into a single tool solution to provide a National Service Desk for the US Department of Veterans Affairs(V.A.) for all aspects of veterans’ affairs IT issues from in-house systems to programs & applications in use throughout the Department in managing healthcare, benefits, and burials or memorials.

·         Responsible for migrating and aligning data, processes and users; applying ITIL recommended principles and processes to the new system.

 

Santa Clara Valley Health & Hospital, San Jose, CA                                                       December 2012 – April 2015

Senior Information Systems Manager - IT Service Desk – identity & Access management – IT Service Delivery

·         Managed 7x24 operations for a large healthcare delivery organization and ensured that Service Levels are achieved in line with contracts and customer expectations are met or exceeded.

·         Responsible for managing end-to-end service improvement initiatives focusing on costs reduction, service level reporting/metric development, and identifying/implementing business process efficiencies in the Enterprise Technology Infrastructure (ETI) organization.

·         Align with HR to ensure career development for IT staff and progressive hiring practices to ensure diversity within the program

·         Defines individual performance objectives and development plans and ensures alignment with project and department objectives

·         Monitor overall performance of team and services provided

·         Participating in the evolution of work intake and demand management processes

 

Allscripts, San Francisco, CA                                                                                                          April 2012 – December 2012

IT Manager, Service Desk & Computer Operations -- IT SERVICE DELIVERY MANAGER

·         Managed a 24/7 operation to provide first and second tier support to 1,500 physician offices, practices, and healthcare providers.

·         Led a technology and clinical group of professionals (level 1 and level 2) to support more than 1,500 employees Successfully managed the overall performance of service desk staff, ensuring business and organizational goals and objectives are achieved. 

·         Day to day management of investigations into IT-related problems in order to minimize or prevent future breaks in service

·         Manage the KEDB (Known Error Database) for utilization by the incident management team to ensure a faster response on known issues

·         Conduct detailed investigation of data gathered via the Service Management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues

·         Managed outsource project

 

First American Corporation/Corelogic, Santa Ana, CA                                                                          Sep 1997 – April 2012

IT Asset Manager, Identity & access management & Global Support Team, 2000 – 2012

·         Managed Global Support Team, IAM, and IT Asset Management teams for 25,000+ internal and external customers in a large-scale enterprise environment with multiple business units, access platforms and dozens of applications.

·         Serve as the Incident and Problem manager reviewing and refining ticket handling procedures to ensure efficiency, timeliness and proper application of ITIL principles. As a result, incident resolution times have been reduced drastically and outages are more efficiently managed.

·         Escalation point for challenging problems and users acting as the main contact for executive level employees and outside vendors.

·         Helped establish new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.

·         Manage and guide design, development and support of Identity and Access Management solutions including provisioning/de-provisioning workflows, Analytics, Highly Privileged Accounts, Single Sign On, Directory

·         Resource management, ensuring the team is meeting the organizational support and request SLA’s

 

Education & Certifications

 

Bachelors of Arts, English and Philosophy – o    Ruia College Bombay, India ITIL V3 Foundation Certification IT Service Management Scrum Certified Agile Certified

HDI Helpdesk Certified Project Management Professional HIPPA Certified Computer Operation (Unix, AS400)