Experience

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  Rock Central

  • Detroit, Michigan, United States

  • Senior Business Strategist

    • Mar 2023 - Present
    • Detroit, Michigan, United States

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  Accenture

  • North American Tools Lead

    • Apr 2017 - Mar 2020

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  Hewlett Packard Enterprise

  • Pontiac, Mi

  • Enterprise Sevices Global Engineering Tech Consultant

    • May 2016 - Apr 2017
    • Pontiac, Mi

    • Lead Standard Reference Architecture (HP’s ITIL product suite) Onboarding’s & Migrations custom or standard tools design and implementations, and drive corporate standard solutions for Enterprise Services.• Evaluate current state; determine future state and transition plan.• Design architectural placement and integration points of the technologies involved in implementing service and support for ITSM tooling, including implementation/integration/configuration of monitoring solutions, discovery tools and automation, reporting, patching and provisioning solutions from a variety products from HP SRA • Investigate products and determine appropriate use in the architecture• Document scope, gaps, risks, raises awareness and get direction from leadership• Support the engineering team with technical direction for the project• Validate all engineering designs, data quality, process flows to implement, assist with test planning• Escalate issues/gaps with the leveraged capability to appropriate team (e.g. ESIT, HPSW)• Knowledgeable of and actively exercise business and quality processes and procedures throughout all levels of architecture / engineering• Provide feedback for process improvements and artifacts for reuse where applicable• Identify potential improvements in service offerings and processes that lead to automation and efficiencies, reduced costs and lead times• Promote portfolio capabilities for existing and new clients to grow the Enterprise Services business• Provide value and leadership to account teams in achieving service excellence • Identify processes that could be improved, enhanced and/or provide constructive feedback to process owners to recommend improvements• Analyze, archive and reuse artifacts from projects for improvements on future projects• Improve sales of enterprise services• Drive down solution costs through process enhancements and automation• Build and promote new offerings to clients

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  V2Soft

  • Auburn Hills, Michigan

  • SACM Specialist/PBR Process Lead @ Fiat Chrysler Automotives

    • May 2015 - May 2016
    • Auburn Hills, Michigan

    • Planning, performing, and implementing process improvement initiatives to achieve organizational effectiveness and global process convergence. • Process management, including data gathering and analysis; process mapping, best practices, metrics development and implementation, monitoring ongoing and post-process improvement, and documenting of standards and performance for the initiative. • Developing and providing training and guidance related to ITIL initiatives to ensure that effective controls are developed and maintained to ensure the integrity of the organization’s service delivery. • Data Analysis: Identifies data source, gathers and analyzes data relevant to ITSM processes identified for process improvement initiatives.• Research: Researches and summarizes best practice standards relevant to ITSM process management. Makes recommendations on appropriate solutions based on research. • Process Architecture: Designs processes using defined methods. Ensures process mapping is complete; provides feedback and guidance to optimize use of the ITSM solution. Interviews stakeholders and process owners to define and/or document processes. • Process Recommendations: Prepares process recommendation documents, including presentations, process maps, supporting metrics, business requirements and related impact analyses for less complex processes or for portions of global spanning processes. Applies accepted ITIL concepts and techniques to support process improvement initiatives.• Performance Management & Control: Develops performance metrics to establish process success. Review data post- implementation to measure outcomes and impacts. • Change Management: Participates in change management activities associated with process improvement. Engages leadership and stakeholders to obtain support and buy in for changes. Partner with management, project champions, and process owners to align process improvement initiatives with global ITSM business objectives.

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  Hewlett-Packard

  • Greater Detroit Area

  • Informatio​n Systems Architect VII

    • Jun 2014 - May 2015
    • Greater Detroit Area

    • Lead Standard Reference Architecture Onboarding’s & Migrations custom, or standard tools design and implementations, and drive corporate standard solutions for Enterprise Services.• Evaluate current state, determine future state and transition plan.• Design architectural placement and integration points of technologies involved• Investigate products and determine appropriate use in the architecture• Document scope, gaps, raise awareness and get direction from leadership• Support the engineering team with technical direction for the project• Validate any engineering designs, data quality, process flows to implement, assist with test planning• Escalate issues/gaps with leveraged capability to appropriate team (e.g. ESIT, HPSW)• Knowledgeable of and actively exercise business and quality processes and procedures throughout all levels of architecture / engineering• Provide feedback for process improvements and artifacts for reuse where applicable• Identify potential improvements in service offerings and processes that lead to automation and efficiencies, reduced costs and lead times• Promote portfolio capabilities for existing and new clients to grow the Enterprise Services business• Provide value and leadership to account teams in achieving service excellence • Promote a culture of service delivery excellence by helping accounts exceed expectations• Identify processes that could be improved, enhanced and/or provide constructive feedback to process owners to recommend improvements• Analyze, archive and reuse artifacts from projects for improvements on future projectsImprove sales of enterprise servicesExploit Our Client’s “Best in Class” solutionsDrive down solution costs through process enhancements and automationBuild and promote new offerings to clientsSecondary function is to provide technical vision for ITO, e.g. Product & Market Analysis, Lab demonstrations, etc.

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  Urban Science

  • Detroit, MI

  • IT Operations Sr. Specialist, supporting Disaster Recovery

    • Apr 2013 - May 2014
    • Detroit, MI

    • Create Application DR plan documentation that will assure the application is recoverable in the event of disaster and can meet recovery objectives• Work closely with the business to support and provide Business Continuity Planning• Participate in system design and build-out of disaster recovery capabilities• Work with architectural and engineering teams to assure solutions are designed for recovery and ensure DR environments are deployed according to plan• Understand and contribute to RFPs, contractual reviews, and audits• Assure that application DR plans are kept current and up to date• Assure respective application team members consistently maintain and update the environment• Schedule and facilitate meetings with process participants and stakeholders • Maintain metrics related to disaster recovery• Schedule and coordinate Disaster Recovery test exercises and provide test results as well as deficit feedback

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  Hewlett-Packard

  • Detroit, Mi

  • Incident Manager for OnStar

    • Oct 2012 - Apr 2013
    • Detroit, Mi

    • Point of contact for all OnStar IT incidents.• Provide expert advice to all support staff to drive resolution of Incidents• Manage workload in a time critical environment supporting EMS services• Conduct initial analysis; produce detailed requirements and operational process specifications• Use appropriate analytical frameworks to illustrate and explain the problem and solution clearly too all levels of users• Liaise with large diverse global teams which includes Executive and technical staffs to ensure all Incidents are resolved as quickly and effectively as possible• Act as the information conduit between the Incident Management Group and Management Team• Ensure effective and rapid response to major Incidents• Review and recommend changes to support processes to ensure continuous improvement of the Incident Management Process• Provide guidance to support staff and assist in their training and knowledge development• Conduct Problem, Change and Configuration management tasks• Review and improve content and accuracy of the Service Management System knowledge base• Produce metrics for service performance • Ensure regular reporting on key service performance and quality metrics (in relation to Incident Management)• Ensure that the Incident record is fully updated prior to Problem Management handover• Provide detailed incident reports and summary on a daily basis

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  Hewlett-Packard

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • HP Business Analyst-Service Request Management Process Analyst

    • Jun 2011 - Feb 2012

    Assisting accounts with transforming existing SDA generic and customer specific support processes to match the capabilities, look and feel, and features of the new SRA tool suiteWork with many stakeholders (ITIL experts, Account Management, Project Manager, Tool SMEs and Customer) to ensure that any existing processes and documentation is reviewed, analyzed and understood so that new HP standard process documentation can be produced for testing. Produce documentation if required using HP templates and have a professional approach when working with the Account Managers or customer to get buy-in for new processes. Assist with Train the Account Trainer and direct to Training Team/MaterialsSRM Data Analyst is in charge of migrating the customer's data for Request and Catalog Management from HP's legacy Service Desk Architecture (SDA) environment to HP's new Standard Reference Architecture (SRA) environment.The Data loaded into HP legacy systems need to be analyzed, exported and transformed for loading onto. Work closely with the Account and SRA Workflow SME to validate all data requirements and tools set up and then assist with managing the testing and validation of this information Need to quickly understand and assimilate information and be able to manage data and the manipulation and troubleshooting of complex data structures for migration to HP's new Enterprise Service Management (ESM) Toolsets.Attend weekly meetings and engage a SRM Core Team SME as needed.

  • Project Leader - HP Technology Services - GM Account

    • Jun 2010 - Jun 2011

    Other roles included: Queue Manager - Escalation Tech- IT CoordinatorProvide onsite support at Gm World HQ for various projects, i.e.: Windows 7 Deployment & Refresh ProjectManage, schedule and coordinate the deployment of over 1000 Win 7 PC refreshesUpdate Asset Management in global inventory systemTrack project metricsCreate global and local processes & documentationLocal Queue Manager - Peregrine Service Center/DW WebCustomer Service LeadPerform customer hardware refreshes in conjunction with OS upgrade to Windows 7Provide project support at General Motors World Headquarters for GMIT initiates including the recent Win7 Deployment & Refresh ProjectUpdate Asset Management in global inventory systemTrack & report project metricsLocal Queue Manager - Service CenterCustomer Service Perform customer hardware refreshes in conjunction with OS upgrade to Windows 7

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  Electronic Data Systems

  • Lead Computer Operator Onsite Support GM Plant Operations

    • May 2005 - Oct 2008

    Incident Manager - Change Champion; Provide on-sight support for GM's enterprise applications, systems, and system resources, on both Mainframe and Midrange platforms. .Monitored, identified & resolved system problems.Performed day-to-day operations activities, including running and monitoring batch schedules, daily backups.Installed, configured, implemented, HP Open View, BMC Patrol, and NNM for our site. Work problem and change tickets that affect Mainframe/Mid-Range platform under the GMNA SLA, Create and update Peregrine Service Center (v. 4-6.7) incident tickets, manage incident escalation, paging and conference calls, assist document controller with coordination of document changes and additions Minimize the adverse impact of incidents and problems on the business that are caused by errors within the end to end IT infrastructure and prevent the recurrence of incidents related to these errors. Drive effective and efficient end-to-end Incident Management framework to ensure timely problem resolution. ITIL focus on: Service Management, Incident Management, Problem Management, Change Management, and Request Management utilizing Peregrine applications.Supported a major conversion of our largest enterprise system from Mainframe to client-server technology. Including, local project responsibilities, system, application, and peripheral testingExperience with Netbackup, Autosys, Programming, networking, security, database/system administration, UPS, Fire Suppression, and Unix.Provide expert advice, training, and technical assistance to support staff and train lower level employees. Acting as the primary point-of -contact for the client including over 2000 end users, GMNA Manufacturing & Quality Systems, on the day shift while leading a team of 20-25 employees.Preempt potential problems and provides effective solutions in reaction to application of concepts, techniques, knowledge, or processes.

  • Computer Operator

    • Oct 2003 - May 2005

    Performed troubleshooting related to system and operator errors. Monitoring jobs in IBM Mainframe systems, tandem, server and CA-11. Became extremely familiar with a variety of tape library functions, including the pulling, rotation, cleaning, offsite storage, and inventory of tapes.Thorough understanding of backups, offsite storage, disaster recoveryCreated and improved Quality Management Documentation to support ISO 9001 Standards. Specific focus on Client Specific Disaster Recovery Plan instructions, ensuring the plans are written at a level that would allow a team member who has significant system knowledge but normally not directly involved with DR planning and testing to recover the application.Coordinated media in library in response to and preparation of clients needsImprove client service by centralizing repository of client profiles and records, streamlining and optimizing processes to manage content through its lifecycleBuild and implement a strategic road map for disaster recovery, including the steps and activities to begin closing the gap toward the desired future state of compliance. Thus guaranteeing prompt restoration/continuity of service for vital clients such as: VISA; As team leader, I cross trained the other operators on Disaster Recovery Procedures ensuring the plan was not dependent upon a single person.Recovery scripts testing and validation to the greatest extent possible via one or more of the following procedures: scripts validated by a walk-through, scripts validated in a test environment, scripts validated in a DR environment

  • Computer Operator – Print

    • Dec 2001 - Oct 2003

    Monitor IBM Mainframe and multiple computer platforms and perform schedule job reports running daily, weekly, monthly, and perform Unix Backup and monitors printer and print reports and log problem and perform file transfers between AS/400 and network servers and monitor local network and regional.Complete logs, track, report issues, and monitor JES2, CA Spool, CA-7 & JCL and contact appropriate personnel on critical errors and resolve mid-range systems and network issues and perform troubleshooting and monitor hardware, software and network resolution and document procedure and answering system messages.Management of content in a trusted, controlled, and auditable environment that supports client compliance with regulatory and other practice requirements at any industry, government, or agency level.Achieved certifications in continuous, impact, Xerox, docuprint and MICR (check) print.Focus on work for GM Account including Hourly Payroll

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  Palace Sports & Entertainment

  • Supervisor

    • Jan 2000 - Jan 2001

    Prepared for and implemented the launch of a cutting edge marketing program and presented the program to new clients.Originally hired for the position of Marketing Supervisor, but selected for promotion to manager, (reporting to the Director of Marketing) within three months of start date.Managed a staff of 100, in the collection, organization and analysis of marketing dataPresented the program to new clients which included team owners for NA, NHL, & NFL sports and entertainment venue owners from across the nation