Analytical and solutions-oriented IT professional with over 20 years of experience in ITSM/ITIL, software implementation, solutions design and technical best practices within the public sector, banking, telecommunications, software, and pharmaceutical industries. Expertise in communicating across organizational levels and with cross-functional teams to drive shared vision and foster culture of excellence. Create future state roadmaps to help achieve business objectives. Serve as a trusted advisor for global solution architects.
§ IT Service Management
§ Requirements Analysis
§ Solution Architecture
§ System Deployment
§ Incident Management
§ Service Management
§ Enterprise Architecture
§ Software Documentation
§ Enterprise Software
§ Cloud Automation
§ Configuration Management
§ Process Improvement
§ Software Project Management
§ Quality Assurance
Defining and Driving Enterprise and Solution Architectures from business strategy, objectives and requirements across a wide variety of industry sectors with particular experience of infrastructure architecture.
Strategic Planning, Business Process Re-engineering, communicating and driving change; delivering architecture projects on time and on budget to meet customer requirements
Sales cycle / Process, Sales Engagements; pre- and post-sales consultancy
CENNA SOLUTIONS 1/2018 – 12/2018
IT Manager (Consultant)
Introduced and implemented IT best practices framework from scratch as the IT Lead. Hired, trained, and led a team of onsite and offshore IT consultants. Implemented on-prem to cloud computing technology on Amazon Web Services for application development. Improved ITSM processes on Incident, Problem and Change Management.
cherwell software 09/2016 – 12/2017
Sr ITSM Consultant, Professional Services
Managed and delivered components of client engagements that identified, designed, and implemented technology and creative business solutions for large companies. Responsibilities included, among others, managing teams in the identification of business requirements, functional design, process design.
§ Managed various public and private sector customers with service delivery of ITSM consulting and implementation.
§ Implemented ITSM SaaS solutions on Cherwell CSM suite.
§ Integrated Cherwell CSM with other software
§ Helped craft service level agreements for software services and deliverables.
§ Led teams of onshore and offshore consultants and managed talent pool and financial requirements of projects.
§ Implemented solutions and created and delivered customer training.
Hewlett Packard Enterprise 10/2006 – 07/2016
Lead Technology Consultant / Program manager, Professional Services
Collaborated with key stakeholders and internal teams’ post-sales to establish ITSM KPI’s through deploying Service Manager Platform; translated business requirements for advocacy groups to ensure concerns were managed to customer’s satisfaction; led team of 10 onsite and remote software development staff for delivery of projects and provided leadership and work guidance including service delivery vision and strategy. Managed the successful delivery of multiple ITSM, PPM, ALM implementation projects with budgets ranging from $100K - $1M.
§ First point of contact for product development teams to gain insight into customer’s specific enhancement requests, and their prioritization.
§ Created client facing content for proposals and presentations; provided thought leadership in IT service management (ITSM) and identified new opportunities assisting with pre-sales process.
§ Provided strategies based on ITSM/ITIL methodologies to identify client needs and achieve goals.
§ Provided technical consulting and sales support services to generate leads for upsell as part of pre-sales proposals and completed Statement of Work in partnership with deal team.
§ Created business test cases from analyzing business, functional, system requirements and diagrams during the design phase of projects that achieved 100% accuracy of the goals the business wanted achieved.
§ Delivered Return of Investment (ROI) analysis, Total Cost of Ownership, Governance, and cost benefit analysis.
§ Defined and implemented Service Management Office concept to IT Organization for interfacing with process owners and business.
§ Created data exchange between application servers, load balancers, databases and Cloud systems.
§ Generated reports from ITSM data to measure service quality, responsiveness, call metrics and overall IT and system performance.
State of Florida │ State of California (EDD & CALPERS) │ US Navy (NMCI) │ County of Los Angeles │ Los Angeles World Airports │ University of Wisconsin │ Citibank │ Merrill Lynch │ Warner Bros │ Microsoft │ Boeing │ Real Networks │ Capital One │ Procter and Gamble │ CVS/Caremark │ JPMorgan Chase │ Northwestern Mutual │ Volkswagen of America
IBM, Business Consulting Services 10/2005 – 10/2006
Researched current ITIL standards and architecture integration processes and recommended ITIL transformation for the US Army; responsible for IT operational success and business profitability of the unit. Managed expectations and communicated effectively with business stakeholders, peers, and offshore resources in order to meet planned deadlines.
§ Interpret business objectives from conceptual into functional specs as Liaison between Business and Engineering.
§ Established strong relationship with key client stakeholders and managed Service Level Agreements (SLAs) and oversaw all client related interaction and vendor management.
§ Responsible for project management including planning and implementing ITIL/ITSM work flows.
§ Facilitated “requirements and design” workshops with key stakeholders to achieve cross-functionally for system enhancements; prioritized accordingly based on company objectives.
§ Analyzed and maintained all reported project activities including design, development, testing, user training, deployments, and post “go live” support.
§ Implemented Remedy and Peregrine Service Center ITSM tools for enterprise customers.
US Army │ Department of Veteran Affairs │ Toronto Police Service │ US Customs │ LA Unified School District │ ABN Amro Bank
Software Consultant, Biogen IDEC Pharmaceuticals 08/2003 – 08/2005
Software Consultant, Qatar Petroleum 04/2004 – 06/2004
Project Implementation Consultant, Southern California Edison 03/2003 – 06/2003
Software Consultant, Florida Blue 10/2002 – 02/2003
Software Consultant, Solar Turbines 07/2002 – 10/2002
Technical Support, Peregrine Systems 08/2001 – 06/2002
Technical Support, Pactiv 06/1999 – 06/2001
System Support Engineer, Motorola 08/1994 – 12/1998
Computer Information Systems, University of Peshawar, Peshawar, Pakistan
Information Systems, Keystone College, La Plume, PA
ITIL v3 Foundations, EXIN
Cloud Computing Architecture, University of California, San Diego
Project Management Professional (ongoing)
Microsoft Certified Professional – Windows Server