Feb 2020 – Feb 2023 · 3 yrs · Chicago · Remote

• Led the deployment of middleware applications and backend database updates for HDS and IVR systems, achieving a 20% increase in deployment efficiency and a 15% reduction in downtime. By collaborating with Configuration Management, proactively resolved environment issues to ensure 100% production implementation success and improved system stability. Managed checkpoint conference bridges during deployments, facilitating real-time issue resolution and maintaining project timelines with zero delays. Adhering to RFCs and Change/Release management standards.
• Communicated deployment status to Technology Project Managers, enhancing transparency and stakeholder confidence, resulting in a 30% improvement in project tracking accuracy. Through detailed implementation plans, tracked deployment activities, achieving a 95% on-schedule deployment rate, and reducing post-deployment issues by 20%. Additionally, created and maintained comprehensive Release Notes, improving efficiency and knowledge transfer by 40%.
• Oversaw the development and delivery across the Service Management portfolio of products, ensuring full financial viability as an independent P&L. Worked across multiple stakeholder organizations, including offering managers, development leads, offering architects, and key customers. Developed and evangelized technology strategies to support innovation within the portfolio, representing Service Management Offerings in new business development, proposals, and reviews.
• Directed a team responsible for the definition, launch, innovation, and retirement of CSC Service Management products. Defined market requirements and packaging features into a release strategy. Coordinated interactions with development leads, offering architects, and key customers, gathering requirements from existing and potential customers, writing market requirements documents or Agile backlogs, and monitoring the development and implementation of each offering project.

May 2016 – Jan 2020 · 3 yrs 8 mos · Florida, United States · Hybrid

• Implemented ITIL v3.0 based processes in Release Management, which enhanced process efficiency and reduced release cycle times by 30%. Developed comprehensive artifacts for Release Management processes, improving documentation quality and facilitating a 25% increase in team productivity. Designed use cases based on ITIL v3.0 best practices and customized HP Service Manager to support enterprise-wide Release Management, resulting in a 40% improvement in process standardization. Updated release dashboards with accurate ad-hoc reports, ensuring data integrity for PMO stakeholders and improving decision-making accuracy by 20%.
• Led the deployment of multiple application versions, ensuring a quality product for end users and reducing post-deployment issues by 25%. Coordinated cross-functional teams to streamline release activities and maintained alignment with overall project timelines.
• Managed and coordinated on-site projects, providing direction and organization, which increased team productivity by 20% and ensured project deadlines were met with 100% accuracy. Led requirements gathering and prepared documentation, including Requirement Documents, Technical Specifications, and Detailed Design Documents, resulting in a 30% improvement in project clarity and reducing misunderstandings during development. Additionally, Oversaw the design and deployment of automated event detection and workflow technologies for large-scale system integrator outsourcing engagements, architecting various technology solutions included in the service portfolio.
• Developed Use Case models, flowcharts, process flow diagrams, and test plans, which enhanced project understanding and reduced development time by 20%. Throughout my career, demonstrated a consistent ability to drive process improvements, enhance team productivity, and deliver high-quality IT solutions.

Oct 2012 – Oct 2015 · 3 yrs · Remote

• Coordinated software build and release implementations, achieving a 25% reduction in deployment time and increasing overall release efficiency. Provided analytics to optimize release assembly, resulting in a 20% improvement in resource utilization and reducing release failures by 15%. Facilitated release planning meetings, aligning releases with demand and capacity, and achieving a 30% increase in release throughput. Tracked changes in scope, including defect tracking, ensuring accurate release plans and reducing scope creep by 20%. Developed and maintained a release plan roadmap, enhancing communication and transparency with stakeholders, leading to a 35% improvement in project tracking and delivery. Improved change/release processes to minimize change-related risks, reducing incident rates by 25% and improving process reliability. Conducted defect testing and QA test management for CRM applications, achieving a 98% defect resolution rate before production. Managed large project rollouts within maintenance windows, ensuring timely and successful release activities with 100% adherence to maintenance schedules.
• Led requirements gathering and documentation efforts, including Requirement Documents, Technical Specifications, and Detailed Design Documents, which resulted in a 30% improvement in project clarity and reduced misunderstandings during development. As an IT Manager, managed cross-functional teams and coordinated on-site projects, increasing team productivity by 20% and ensuring project deadlines were met with 100% accuracy. Oversaw the strategic development and delivery across the Service Management portfolio, ensuring full financial viability and aligning IT initiatives with business goals. Developed and evangelized technology strategies, supporting innovation and representing Service Management Offerings in new business development, proposals, and reviews.

Oct 2010 – Oct 2012 · 2 yrs · Hybrid

• Interfaced with Component Managers and business partners to gather and analyze business data, improving Service Management reporting quality and increasing report accuracy by 25%. Maintained service performance in compliance with Service Management standards, achieving a 20% improvement in SLA adherence. Conducted QA test management for various test cases, enhancing service quality of applications and reducing defects by 30%. Implemented a system model in Informatica PowerCenter, leveraging the tool's functionality to streamline processes and improve data integration efficiency by 40%. Handled IPCM tickets extensively using HP Service Desk and HP Service Manager, reducing incident resolution time by 35% and improving overall service responsiveness.

Jun 2008 – Sep 2010 · 2 yrs 3 mos · On-site

Jun 2007 – May 2008 · 11 mos · On-site