CAREER STATEMENT To achieve a challenging and responsible position for long-term employment with an established company that offers

opportunities for professional growth, self-i mprovement, creativity, innovation, and career advancement. EXPERIENCE Serco Inc * 2006 - Current USDA * ITSM Process Implementation Consultant * Senior consultant engaged with successfully implementing ITIL`s Change, Config uration, and Release Management processes. * Work with ITSM tool implementation team to ensure that the proposed processes can be orchestrated to the ITSM tool effectively & efficiently. * Provide virtual and onsite workshops for USDA personnel regarding process & pr ocedure training and work instruction development. US Patent & Trade Office * ITSM Process Design & Implementation Consultant * Identified potential personnel to fill process roles and responsibilities requ ired for each area, followed by introductory, advanced and one-on-one training s essions. * Created process activities, sub activities, policies and procedures for Change , Configuration and Release Management ensuring they align with USPTO`s organiza tional practices and overall IT strategy. Federal Communications Commission ITSM Consultant / Service Asset & Configuration Manager & Change Manager * Responsible for engineering IT Asset Management process, policies, procedures, and workflow for migration to Altiris IT Service Management Suite. * Led team of UNIX engineers in creating a process that would ensure there was o nly one configuration baseline used for deployment of all production servers. * Developed a solution with UNIX engineers that identify unauthorized changes to all UNIX servers in production. * Accountable for running the day-to-day FCC Change Management process through c hairing the weekly change advisory board, validating submitted changes for accur acy, and auditing records for unauthorized changes against outages. ITSM / ITIL Process Implementation * Received award for excellence in process engineering for automating FCC change management from a paper based process to a Remedy workflow enabled solution, re ducing number of service outages by 75%. * Received quarterly corporate excellence award from Sr. Vice President. * Consultant to program manager in regards to all IT Service Management initiati ves. * Oversaw process managers to ensure that key performance indicators were met at acceptable quality levels to guarantee contract longevity. * Performed annual component failure impact analysis and developed solutions to mitigate risk. Desktop Service Lead / Incident Manager * Received award for excellence in customer service from FCC Program Management Office. * Developed, implemented and matured ITIL Incident & Problem Management Processe s. * Standardized and implemented all procedures and policies for and desktop suppo rt. * Managed 7 desktop support technicians, 1 project manager, and 3 hardware/softw are installers. * Served as Deputy Customer Service Manager.

Montclair State University * 2000 - 2006 Help Desk / Lead * Created and monitored escalation paths to assure quick and accurate escalation of tickets. * Re-engineer SOP`s for Help Desk, Desktop Support, & IT asset Management. * Consulted on Hardware, Software & Data Recovery Technical Matters. * Plan, executed and managed computer hardware and software roll outs. * Led team of desktop support technicians and supervised student assistants. CERTIFICATIONS * ITIL V3 Manager`s Bridge, Practitioner in Agree & Define, ITIL Practitioner in Support & Restore, ITIL Practitioner in Release & Control, ITIL V2 Foundations, COMP TIA A+ EDUCATION * Master of Science Information Systems, Information Management, Stevens Institute of Technology * 2006 * Bachelor of Arts, Psychology, Montclair State University * 2000