SKILLS PROFILE

ITIL-certified information technology professional with a record of managing & completing large software and business improvement projects on time, within budget, and that satisfy the clients’ requirements. Extensive IT marketing, sales, contract management, project management, business analysis, and business process improvement experience. Recognizes and resolves problems quickly, and manages multiple software projects in a fast-paced environment. Often assigned to correct faltering software projects and bring them back in line with contracted cost, schedule and client requirements.

SIGNIFICANT ACCOMPLISHMENTS:

· Implemented Service Level Management for several US Army Reserve C4IM Enterprise Services.

· Developed an ITIL compliant Service Level Management Implementation Methodology and SLM templates for the US Army Reserve.

· Conducted ITSM assessment of a major insurance company.

· Developed ITIL compliant processes in the area of Configuration Management, Change Management, and Service Level Management.

· Implemented ITIL compliant Service Delivery and Service Support policies, procedures and processes for the US Army Reserve.

· Re-engineered and implemented standard business process practices & procedures for the USAR based on ITIL, SEI CMM, and PMBOK best practices.

· Managed large software development projects of State (SACWIS) Child Welfare systems and many DoD contracts.

· Prepared and managed detailed project plans, schedules, and budgets for several critical multi-million dollar software development & system conversion contracts. Managed Firm Fixed Price and Time & Materials software development contracts with teams of up to 35 software professionals.

· Customized IT software development life-cycle methodology, policies, procedures, standards, and project management tools for the DoD, the State of NH, Department of Health and Human Services (DHHS), and the State of Colorado DHHS.

PROFESSIONAL EXPERIENCE

Infrastructure Specialists, LLC – President (1/05-Present)

Provide Information Technology Infrastructure Library (ITIL) and Project Management, and Service Level Management for the following clients.

NetSource Partners, LLC, Shrewsbury, NJ

· Implemented Service Level Management (SLM) for enterprise level services of the US Army Reserve. Prepared Service Level Requirements, Service Technical Specifications, Service Level Agreements, and Operational Level Agreements for the Army Reserves’ Email Messaging Service and Active Directory Service. Designed, developed, and implemented a Service Value Chain database to align core operational IT support systems/components to business services and capture how each IT service supports the Mission, Business, and Common functions of the US Army Reserve.

· Developed a comprehensive ITIL compliant Service Level Management (SLM) implementation process and methodology for the United States Army Reserve (USAR). Created ITIL compliant processes, procedures, guidelines, templates, and other tools that streamline the implementation Service Level Management within an Enterprise System.

Consulting to Enterprise Solutions & Integration Lake Elsinore, CA 

· Provided ITIL Change Management process expertise during a proposal preparation project. Prepared an ITIL Change Management sales presentation and process activities required to perform a major upgrade to the 20^th Century FOX Change Management environment. Presented the sales presentation to 20^th Century FOX management personnel.

Consulting to NetSource Partners, LLC, Shrewsbury, NJ

· Conducted an ITSM Assessment for a large insurance company. Developed questionnaires to collect ITIL Best Practice usage for Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, Release Management, and Service Level Management process areas. Interviewed IT executives, analyzed results, and produced an assessment of ITIL compliance. Recommended quick-win and long-term actions to improve existing Information Technology processes.

· Developed generic process templates and procedures for ITIL Configuration Management and Service Level Management process areas.

· Provided business process improvement/re-engineering, service delivery process engineering, project management, and integration services. Trained in HP OpenView Service Desk (HPOVSD) implementation and process design. Developed Data Exchange scripts to import CI, Organization, Workgroup, Incidents, Problems, Change Requests, Work-Orders, Services and Service Level Agreement data from legacy data sources to HPOVSD.

Independent IT Consultant (01/02 – 12/04)

Provided ITIL, SEI/CMM, BPR, and proposal preparation services to the following clients:

CorTechs, Inc. Centreville, VA

· Performed business process modeling and re-engineering of the Enterprise Service Delivery and Service Support processes within the United States Army Reserve (USAR). Created ITIL compliant processes, procedures, and output products. Developed processes that conformed to the Software Engineering Institute Capability Maturity Model (SEI/CMM) and the Information Technology Infrastructure Library (ITIL) best practices areas. Provided Business Process Improvement, software engineering, process engineering, and project management consulting and integration services. Implemented, customized, and supported Computer Associates AllFusion Process Modeling and AllFusion Process Management Tool suites.

Northrop Grumman Corp., Herndon, VA

· Contracted with Northrop Grumman Corp. to participate in developing a proposal for the support of the State of Maryland, Department of Health Resource Information System (DHRIS).

TRW Corp., Providence RI

· Contracted with TRW to participate in developing a proposal for the maintenance and enhancement of NH's SACWIS compliant Bridges system.

Dynamics Research Corporation, Andover MA (3/78-9/01)

DRC Project Director for New Hampshire Contracts: (7/98 – 9/01)

· DRC Project Director for New Hampshire contracts: Provided financial, technical, facility and administrative management for multi-million dollar contracts with the Health and Human Services Department of the State of New Hampshire. Responsible for the implementation and maintenance of NH’s SACWIS compliant Child Welfare System. Interfaced with the state program director, state staff, case managers, and other NH department staff. Prioritized system enhancements and modifications for several software releases. Supplied the technical staffing and work assignment. Directed Rapid Requirements Definition (RRD) & Joint Application Design (JAD) sessions, design reviews, changes to code, and system & user acceptance testing. Managed software release planning including the direction of technical staff for statewide rollout of Child Welfare application releases. The average quarterly release included over 400 unique changes.

· Partnered with NH State Program and Technical Staff and other contract vendors to insure that NHBridges releases were fielded without failure. Coordinated development resources and facilitated design reviews and change request requirement definition. Designed and implemented problem management, change management, configuration, software development, and release management policies, procedures, and processes. Designed, developed, tested and implemented a NH Child Welfare Change Request Tracking System (CRTS) to record all Change Requests for this SACWIS compliant system. Prepared detailed project plans using a variety of project planning tools (Ms Project, ABT Project Workbook, & CA AllFusion Project Engineer). Also served as the NH NHBridges Configuration Control Board (CCB) Chairman.

Software Engineering Process Improvement / Senior Staff Systems Analyst: (6/97 – 7/98)

· Implemented SEI/CMM compliant software engineering methodologies, policies, procedures and technical infrastructure in satisfaction of the Capability Maturity Model Level 2 & 3 requirements. Developed requirements management, software quality assurance, action item tracking, change management, and asset tracking tools for use by all software development project managers.

Software Development Project Manager (3/78– 6/97)

· Directed many DoD contracts for software analysis, design, development, and implementation projects. Experienced in the following functional areas: US Army Explosive Safety, Tri-Service Insensitive Munitions development, USAF F-16 aircraft maintenance and status reporting, Navy computer aided manufacturing, Navy Foreign Military Sales Logistics.

Planning Research Corporation, Omaha, NE (6/74– 3/78)

· Analyzed, designed, developed, tested, and documented on-line interactive and batch US Air Force Intelligence Data Handling System (IDHS) applications and Indications & Warning (I&W) message processing applications. Received a commendation for extraordinary accomplishments.

United States Air Force (6/71– 6/74)

· Developed Intelligence Data Handling System software for the Headquarters Strategic Air Command and for the USAF Military Personnel Center. Awarded an Air Force Commendation Medal for software contributions supporting the 544th Arial Technical Reconnaissance Wing.

TECHNICAL EXPERIENCE

· SOFTWARE: HP OpenView Service Desk, Business Process Modeler (BPWIN); Microsoft Office Professional; MsProject; ABT Project Managers Workbench; Prokit Workbench; Popkins' System Architect; Rational Rose; S-Designer; IDEFO; IDEF1X; Honeywell DMIV; SQL; Lotus Notes.

· Oracle, Informix, Sybase, DEC RDB, Honeywell Integrated Data Structure (IDS I & IDS II), RBASE 5000, Foxbase, and MsAccess.

· Certified in ITIL Foundations, Dec 2006

· Department of Defense Information Assurance Security Officer (IASO) Certification, May 2007

· Active Secret Clearance; Inactive Top Secret SCI

EDUCATION

Associate of Science in Computer Science Concord College, 1971 Manchester, NH

BA, Business Administration Bellevue University, 1976 Bellevue, NB