Dyrk Martinez

Experience

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  MCI/ WorldCom

  Jan 1999 - Jan 2000

  Systems Engineer

   Installed, configured and base-lined customized BMC Patrol, troubleshooting and testing pre-made custom knowledge modules. Maintained and monitored multiple UNIX operating systems, providing assistance to internal and external users on the use of UNIX and its capabilities and limitations. Implemented solutions and cross-trained support teams on mission critical projects to reduce turnaround times, recommending solutions and validating results. Responsibility for analysis of current programs including performance, diagnosis and troubleshooting of problem programs, and designing solutions to problematic programming. Developed and implemented plans to leverage IT resources to make key business functions more efficient, collaborating with project teams, integration and technical support. Coordinated with technical stakeholders groups to set and evolve system standards and guidelines that supported the objectives of the business. Provided 24 hour troubleshooting and technical support, accommodating worldwide offices and coordinating action plans to ensure internal systems remained functional and operational. Show less

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  EDS

  Jan 2000 - Jan 2005

   Provided systems support on HP-UX systems, including installations, operation system patches, troubleshooting and backup and recovery support. Installed and maintained third party tools such as event management software, providing performance monitoring, tuning and capacity planning. Conducted round table meetings with key internal and external decision makers to develop strategic objectives and ensure attainment of company initiatives. Collaborated with technical teams and key decision makers in the development and evolution of technical standards, guidelines, IT roadmaps, usability and scalability to insure account success and profitability. Performed capacity planning and team allocation in a project management capacity, overseeing patch management coordinators and development staff. Partnered with project leads and direct reports on team communication initiatives, improving effectiveness resulting in stronger customer focus. Show less  Provided systems support on HP-UX systems, including installations, operation system patches, troubleshooting and backup and recovery support. Installed and maintained third party tools such as event management software, providing performance monitoring, tuning and capacity planning. Conducted round table meetings with key internal and external decision makers to develop strategic objectives and ensure attainment of company initiatives. Collaborated with technical teams and key decision makers in the development and evolution of technical standards, guidelines, IT roadmaps, usability and scalability to insure account success and profitability. Performed capacity planning and team allocation in a project management capacity, overseeing patch management coordinators and development staff. Partnered with project leads and direct reports on team communication initiatives, improving effectiveness resulting in stronger customer focus. Show less

  • Service Restoration Manager

    Jan 2003 - Jan 2005

  • Team Lead – UNIX Systems Administrator – BMC Patrol Administrator

    Jan 2000 - Jan 2003
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  EDS, an HP Company

  May 2005 - Aug 2009

   Responsibility for creating and overseeing innovative process development initiatives and driving company strategy for global support teams in the US, Argentina, Singapore and the United Kingdom which reduced operating costs by 40%.  Collaborated with cross-functional teams, including market research, product development and engineering to develop initiatives and rollout processes to meet customer requirements and specifications which resulted in reducing mean time to repair (MTTR) by 50%. Built and developed the product development and global engineering teams, including hiring, training, mentoring and monitoring staff performance to effectively adhere to company’s “best practice” initiatives. Managed projects with a diverse group of competencies and cultures, working with global teams on effective methods of communication to ensure project status updates are in place to meet strict deadlines. Partnered with internal service delivery and account executives to ensure customer satisfaction, meeting monthly to adjust timetables or project scopes to meet business goals and objectives. Implemented process improvement initiatives (ITIL) by adhering to customer and service team directions including incident, problem and change management that reduced mean time to repair by 50%. Developed and oversaw workforce planning initiatives, ensuring appropriate staff was allocated for projects and budgets were prepared accordingly to meet or exceed financial targets. Supported the resource requirements by constantly monitoring leveragability and back-filling, considering effective process improvements to align with corporate objectives. Collaborated with vendors on supplies and equipment, negotiating contracts on pricing and delivery times, monitoring expenditures and reducing operating costs to increase realized revenues. Show less  Directed and coordinated organizational strategies of employees responsible for conceptualizing, designing, constructing, testing and implementing business and technical information technology solutions. Managed team members/ leads within an organization of 50-60 employees and consultants on a global level, improving logistical efficiencies among time zones, work schedules and multiple project parameters.  Mentored and trained team members and management on organizational objectives and “mission critical” projects, ensuring customer and organizational satisfaction was attained. Developed and implemented plans to leverage IT resources to make key business functions more efficient, collaborated with project teams, integration and technical support. Served as the business’ lead strategist with overall responsibility for the long-range direction and goals of technological planning and development to meet market place superiority. Show less

  • Global Operations Manager

    Apr 2008 - Aug 2009

  • Technical Delivery Support Manager

    May 2005 - Apr 2008
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  Client/Server Software Solutions, Inc.

  Jun 2010 - Mar 2011

  ITIL Practitioner

  - Create and operate an ITIL service management structure to optimize Information Technology (IT) services provided by US Air Force Network Operations in support of the USAF portion of the Global Information Grid (GIG) - Create and document an optimized implementation of ITIL Service Management best practices for the US Air Force - Fill, perform and document local implementation of the change management roles - Provide (at the direction of the Government) support for the following roles as defined in the ITIL Service Management Lifecycle - Ensure that a service catalog is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally - Support the overall Government Continuity - Ensuring that the required IT technical and service facilities can be resumed within required, and agreed, Government time scales - Align IT security with Government security and ensure that information security is effectively managed in all service management activities - Analyze and optimize the performance and throughput of operational IT infrastructures for various government clients, including the intelligence community - Structure and lead tasks that trend, analyze, and improve the performance of operational IT infrastructures, including transport components, mission critical and corporate applications, data storage, and applications hosting environments - Establish IT infrastructure performance programs, including performance metrics definitions, metrics collection and analytic processes, and performance reporting requirements.- Monitor the performance and stability of IT infrastructures and document analytic processes, procedures, results, and findings. - Lead analyses using a range of data sets and analytic tools Show less

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  Telos Corporation

  Mar 2011 - Aug 2012

  ITIL Change & Release Manager

  Design, implement, and maintain an ITIL based Change and Release Management process, develop requirements and support development for an ITSM tool to support the process, and conduct training and continuing education on the process. Champion and drive adherence to the process, interface with other process owners to ensure complete delivery of ITIL methodology, define and implement performance indicators and metrics in accordance with contractual requirements, and interface with relevant internal and external parties to ensure all Change & Release Management activities are delivered in a timely and consistent manner. Show less

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  Harris IT Services

  Sept 2012 - Mar 2016

  Change Manager/ Service Control Lead

  Design, implement, and maintain an ITIL based Release Control and Validation Management (RCV) process, develop requirements and support development for an ITSM tool to support the process, and conduct training and continuing education on the process. Champion and drive adherence to the process, interface with other process owners to ensure complete delivery of ITIL methodology, define and implement key performance indicators and metrics in accordance with contractual requirements, and interface with relevant internal and external parties to ensure all RCV activities are delivered in a timely and consistent manner. Show less

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  City of Colorado Springs

  Mar 2016 - now

  Support and foster a service management culture across the IT organization• Take ownership of IT Change Management, implementing process, policy, and measurements• Create, collect, analyze, and publish Metrics/KPIs/CSFs that track adoption, utilization, and effectiveness• Build an environment of continuous learning, growth, and knowledge sharing within IT and its business partners• Create and enable reinforcement mechanisms to encourage adoption• Perform assigned Change Manager role duties as identified within the Change process• Chair the CAB (Change Advisory Board), quality check requests for change, and ensure the process is followed from start to finish, to include the publication of the Forward Schedule of Change• Identify process improvement opportunities• Support the overall ITSM program by assuming additional roles across two or more processes• Train staff with specific ITIL-based process and policy and general understanding of the ITIL Lifecycle concept• Lead and participate in customer/business meetings on multiple ITSM topics to better understand how to more effectively support business processes and functions• Improve the operational processes and policies in support of the City's mission• Demonstrate and champion customer communication and service• Contribute to near-term and long-term organizational planning and strategy• Collaborate with other ITSM Process Managers to influence success Show less • Support and foster a service management culture across the IT organization• Take ownership of IT Change Management, implementing process, policy, and measurements• Create, collect, analyze, and publish Metrics/KPIs/CSFs that track adoption, utilization, and effectiveness• Build an environment of continuous learning, growth, and knowledge sharing within IT and its business partners• Create and enable reinforcement mechanisms to encourage adoption• Perform assigned Change Manager role duties as identified within the Change process• Chair the CAB (Change Advisory Board), quality check requests for change, and ensure the process is followed from start to finish, to include the publication of the Forward Schedule of Change• Identify process improvement opportunities• Support the overall ITSM program by assuming additional roles across two or more processes• Train staff with specific ITIL-based process and policy and general understanding of the ITIL Lifecycle concept• Lead and participate in customer/business meetings on multiple ITSM topics to better understand how to more effectively support business processes and functions• Improve the operational processes and policies in support of the City's mission• Demonstrate and champion customer communication and service• Contribute to near-term and long-term organizational planning and strategy• Collaborate with other ITSM Process Managers to influence success Show less

  • Cybersecurity Analyst II

    Oct 2023 - now

  • IT Service Management Lead - ITIL Change Manager

    Mar 2016 - Oct 2023

  • ITSM Coordinator - Change Manager

    Mar 2016 - Sept 2016