Jim Bentley

Experience

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  Bank of America

  Jan 1997 - Jan 2005

  Assistant Vice President / Software Engineer

  -Developed and implemented the Peregrine Service Center application from its inception. -Created a custom “Client Impact” module (part of Problem/Incident Management to track major outages and to provide reporting of major physical asset outages to senior executives).-Coordinated User Interface (UI) Design Standards Team, which was tasked with developing Bank of America’s strategic plan for incorporating all modules of Service Center as a common unit.-Migrated data from a division specific Peregrine Service Center application to a new enterprise-wide. Peregrine Service Center application. Show less

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  Farmers Insurance

  Jan 2006 - Jan 2008

  Software Developer

  -Architected and developed a new ITIL©-based implementation of Service Center 6.2.2, utilizing Request Management, Change Management, Incident and Problem Management.-Developed, built and implemented the Service Center Request Management module (version 5.1.4) to be ITIL© process based. This involved taking 2 separate processes (Europe and North America) and combining the two into one global process. -Designed and implemented the “Admin Module”, which took the administrative tasks out of the developer’s hands, and enabled the business partners to take over the administrative responsibilities. Show less

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  Whitlock Infrastructure Solutions

  Jan 2008 - Jan 2009

  Senior Consultant

  Provide ITIL©-based process consulting and HP Service Manager technical expertise to clients. Map business requirements to out-of-box tool capabilities, and then recommend tailoring and configuration based on client requirements. Design, develop, and document solutions. Support and participate in testing activities. Prepare implementation plans and support production deployments.Clients Include:-Constellation Energy Group (Service Desk, Incident Management, Problem Management, Service Catalog and Request Management). -TekElec (Service Desk and Incident Management) Show less

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  Advanced MarketPlace (AMP)

  Sept 2009 - Apr 2013

  Senior Consultant

  Provide ITIL©-based process consulting and HP Service Manager technical expertise to clients. Map business requirements to out-of-box tool capabilities, and then recommend tailoring and configuration based on client requirements. Design, develop, and document solutions. Support and participate in testing activities. Prepare implementation plans and support production deployments.Clients include:-Blue Cross/Blue Shield Tennessee – IT Service Management Projects (Problem and Change Management)-Access Group – Service Management Implementation (Service Catalog / Request Management)-Shurtape Industries – Software as a Solution (SaaS) Hosted System Deployment (Employee Self Service, Service Desk, Incident Management, Problem Management, Change Management and Configuration Management)-AutoNation – Information Technology Service Management (Service Desk, Incident Management and Change Management)-US Treasury Bureau of Public Debt – IT Service Management Project (Problem Management)-Hewlett-Packard – Service Anywhere Software as a Solution (SaaS) Hosted System, Sales and Demo System-Xcel Energy – Remedy/Mercury Migration Project (Problem Management)-Farmers Insurance Group – Service Management Project (Problem Management) Show less

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  SAIC

  May 2013 - Mar 2017

  Principal Software Engineer

  -Architected, designed and developed a new implementation of Service Manager 9.4 utilizing the Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, and Request Management / Service Request Catalog.-Responsibilities included interacting with the application and process owners and users via workshops to gather and create business requirements.-Developed requirements into an ITIL©-based implementation with a focus on consistent customer experience.-User Acceptance Testing and migration activities.-Creation of technical documentation.-Maintain and administer Service Manager 9.4 and legacy Service Manager 7.11 instance Show less

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  First Citizens Bank

  Feb 2022 - now

  • Vice President

    Aug 2022 - now

  • Systems Engineer Consultant

    Jul 2017 - now

  • Assistant Vice President

    Feb 2022 - Aug 2022