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<pre>Array ( [var] => cut_url ) </pre> Resume for Robert G. for Quality Assurance / Control / Computer & IT Services in Portland, Maine. Search More Resumes for Quality Assurance / Control on Resumark.com #WAH9PKCBF
 

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Resume for Robert G. for Quality Assurance / Control / Computer & IT Services in Portland, Maine




Occupation: Quality Assurance / Control Industry: Computer & IT Services
Country: United States City: Portland
State: Maine ZIP: 04103



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Robert J. G., Jr.

Parsons Road * Portland, Maine *

      Email: 

      My LinkedIn Profile:  

      CAREER SKILLS AND KNOWLEDGE 

  • IT Management Professional ITMP
  • ICMI Certified Call Center Manager CCM
  • CIAC Certified Strategic Leader CSL
  •  
  • Certified ITIL Practitioner in Release & Control IPRC
  • Certified ITIL Practitioner in Configuration Management CM/CMDB
  • Certified ITIL Practitioner in Release Management RM
  • Certified ITIL Practitioner in Change Management CM
  •  
  • Certified ITIL Practitioner in Support & Restore IPSR
  • Certified ITIL Practitioner in Service Desk Management SDM
  • Certified ITIL Practitioner in High Severity Incident Management IM
  • Certified ITIL Practitioner in Problem Management PbM
  •  
  • Certified ITIL Practitioner in Agree & Define IPAD
  • Certified ITIL Practitioner in Service Level Management SLM
  • Certified ITIL Practitioner in IT Financial Management ITFM
  • Certified ITIL Practitioner in Vendor Management & Governance ITVMG
  •  
  • Certified Expert Root Cause Facilitator High Complexity Events ERCF
  • Major Problem Review Facilitator High ImpactHigh Cost Events MPRF
  • Certified Project Professional CPP
  • Certified Business Analyst Level III CBA
  •  
  • Center For Army Leadership, Combined Arms Center
  • Organizational Leadership Excellence Certification: Command, Control, Communications C
  • Decorated Veteran U.S. Army Special Warfare & Intelligence Community
  •  

          CAREER EXPERIENCE 

    FEB DEC :  WellPoint Health Networks Director, Enterprise ITIL & Availability Programs Office  

    Current Position:

    Director, ITIL Processes & Programs

    Enterprise ITIL Change Manager,

    Infrastructure Support Services

    WellPoint Health Networks, Inc.  

    Previous WellPoint Availability Office roles:

          Enterprise ITIL Problem Manager

          Enterprise ITIL Availability Manager

          Enterprise ITIL Service Level Manager  
     

  • Responsible for the day to day management of the IT Change Management team, process, assigned project resources, workflows, training and knowledge transfers, process improvement, Change Management metrics and reporting, ITIL implementations and support, technical provisioning of subject matter experts, and administration and oversight of the Enterprise Change Advisory Board and its activities across the Enterprise footprint of a Fortune Company employing over , employees.
  •  
  • Assigned primary responsibility for the design and Enterprise implementation of a universaluse Change Risk Assessment Matrix Tool, in addition to webbased, realtime, data portals for ondemand provision of / Change Management data covering current Change activities as well as historical data. This tool is known as the Change Management Web Portal, and includes automated Calendars which track Changes by date and system, while providing multiple data views and drill downs on Changes by priority, urgency, system, requestor, and date. Access to all past CAB meeting agendas, the Forward Schedule of Changes, and links to the Enterprise Release Management Calendar are also provided to portal users.
  •  
  • Recently completed the successful Project Sponsorship of a highly complex, large scale, companywide effort lead by Change Management to manage the design, testing, scaling, and the total implementation and integration of the Enterprise Mainframe Batch Standardization Project.
  •  
  • Manage, modify, direct, represent, reinvent, transform, and evangelize as needed for the entire Change team, its assets, processes, scope of practice, presentation, level of authority, including investigational and compliance oversight powers, determination of Change Related Incidents, and its status as the “single source of truth” for  the reporting of all Change related activities across the Enterprise, which includes our methods for determination of the true urgency and priority of Change requests submitted for approval. Additionally will provide subject matter expertise to internal and external IT auditors, and provide as needed  'bench strength' and ITIL expertise for other Enterprise IT teams involved in cross functional ITIL process roles and shared areas of responsibility.
  • ,

  • As the Enterprise Service Level Manager, designed and provided constant oversight and management for the implementation of Service Level Agreements SLA's and their underpinning Operational Level Agreements OLA's between internal IT constituents, business partners, and outside thirdparty vendors engaged and contracted to perform specific IT and business processes.
  •  
  • As the Enterprise Availability Manager provided Enterprise level governance and management of the High Severity Incident Management process, and Availability planning for “mission critical” Enterprise shared and distributed applications, and crucial IT systems and subsystems. Managed the creation and selection of unique measures and metrics to measure end to end, total, and impact Availability for selected critical applications and systems. Directed the creation and development of highly complex reporting methodologies to capture the selected measures and worked to have Enterprisewide goals established for senior IT management responsible for the oversight, upkeep, and management of monitored systems. Developed groundbreaking strategies for incorporating the 'voice of the customer' and measures for the accurate reporting of business partner 'pain points' from outage events by designing very complex but highly accurate models to capture full cost of outage level Incidents due to lost production and other tangible and intangible adverse effects. Ensured that all key ITIL processes were involved as well as business and operations areas provided multiple Enterpriselevel stakeholders which included major third party vendors such as IBM, ACS, APAC, Verizon, and others.
  •  
  • Worked with the Vendor Management team to insure compliance with key contract provisions for IT services.
  •  
  • Serve as the 'owner' for several modules within the Enterprisewide ITIL based IT management tool, HewlettPackard's formerly Peregrine's application”ServiceCenter”. This tool package incorporates and combines separate modules for each ITIL management area allowing for rapid retrieval of information housed in a single system tracking end to end actions that 'touch' the IT infrastructure. Its IT Incident Management and Service Desk Contact Tracking and work intake system has made it popular for deployment in large Enterprise environments. Provide ownership and system expertise for the Inventory module, Service Level Management Module, and during my tenure as the Enterprise Problem Manager, the Problem Management module as well.
  •  
  • As the Availability Manager served as the liaison between Business Partners at the Director and Staff VP level and above for application and system Availability metrics and cost reporting.
  •  
  • As the Availability Manager Perform indepth advanced analysis on outage level events and service interruptions within the Enterprise for capturing complete system and application distributed and impact Availability measures.
  •  
  • As the Availability Manager Perform continual and ongoing negotiations between application and system support teams and business areas impacted by technology disruptions to reach conclusions on outage impacts.
  •  
  • As the Availability Manager Perform cost analysis and cost modeling functions to support Enterprise process areas involved with Incident Management.
  •  
  • Provide leadership for Enterprise Stability Initiative on several Enterprise crossfunctional Service Teams and provide process expertise to several major project and LightsOn initiatives.
  •  
  • As the Enterprise Problem Manager, served as the primary lead between our major IT Vendors IBM, Verizon, Evidant, ACS, APAC, etc. and Stability Analysis Support for all ITIL related functions.
  •  
  • Served as an Executive Level Business Analyst, Executive Process Architect, Expert Root Cause Practitioner, and Executive Project Sponsor as needed for either senior level internal IT customers or Enterprise Executive Business Partners with major impact or high dollar cost technology initiatives.
  •  
     

    Call Center Floor Manager & Operations Forecasting Director, Customer & Provider Services

    Anthem Blue Cross and Blue Shield of Maine Part of the WellPoint Health Networks

    FEB FEB  

  • Developed expert level knowledge of Work Force Management theories, concepts, strategies, and Staffing models. Created and evaluated custom blends of KPI's and Metric mixes designed to simplify reporting of results and make repeatable periods of outstanding Call Center productivity to further departmental goals.
  •  
  • Perfected methods for Call Center software simulation modeling for the analysis of call arrival and staffing patterns and developed routing schemes for incoming calls to proper agents and staff skill sets accordingly.
  •  
  • Responsible for the day to day real time floor management and skill based call routing for the Customer Service Center with statewide sites and approximately frontline phone associates and support staff.
  •  
  • Directed the analysis of call arrival and staffing patterns and adjusted routing of incoming calls accordingly.
  •  
  • Provided oversight for the administration of biweekly staffing schedules, supervision of the Workforce Management WFM staff and technology, and daily call center associate adherence metrics.
  •  
  • Supervised the organization and implementation of work queue inventory reduction plans. Supervised and performed analysis of multisource IT & telephony data for call center metrics and development of performance improvement plans.
  •  
     
  • Responsible for providing major support to multistate Member and Provider Customer Service operations areas with data analysis, process recommendations, schedules, and “realtime” business operations status feedback.
  •  
  • Monitored and managed center performance fluctuations and directed line management of operational deviations while assuming active control of the environment and implementing steps to manage the realtime situation through call traffic flow control and active floor management.
  •  
  • Supervised process change activities including updating documentation, testing, and providing feedback as necessary.
  •  
  • Developed expertise and knowledge of the Avaya and Genesys Call Center software in use at that time.
  •  

    Telecom & Communications Systems Contractor for several Technology Companies:  

    Verizon Communications, State Lead LAN Engineering Manager

    Construction and Engineering Divisions, Maine StateWide

    AUG JAN  

  • Manager responsible for a statewide LAN Management and Engineering team, supervised all project managers, held line item responsibility for multimillion dollar statewide inventory of advanced IT equipment and state of the art high tech communications hardware and software.
  • Supervisor of the staff responsible for the logistics, tracking, and audit records for all software licenses,
  • Managed and approved server and specialty system builds and desktop images.
  • Directed the service delivery of statewide software upgrades, updates, implementation strategies, deployment plans, connectivity upgrades, capacity planning, and network management for a large scale, statewide, highly evolved, business critical data network.
  • Oversaw an annual departmental infrastructure and human resources budget of $M USD.
  • Managed to budget expectations and operated consistently under budget, and ahead of project production schedules on all technology deployments while meeting human resource budget targets.
  • My teams provided all required inhouse troubleshooting and service desk management functions statewide, achieving an over .%  year round average total schedule adherence rate.
  • This was accomplished in the state with the largest percentage of forestland coverage in the U.S., where the northern most county alone is over , square miles in size, where the average annual snowfall is ” a year, and the total average transit time each way from border to border, south to north, is just under hours.
  •  

    Time Warner Cable Inc.

    Broadband Internet Field Technician Contract

    MAY AUG  

  • Responsible for primary installation and servicing of high speed Internet Services at Time Warner Portland, Maine as a Data Services Field Technician.
  •  

    DecisionOne

    Senior Customer Services Engin


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