Experience

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  Pepsico / frito lay

  Jan 1990 - Jan 1997

  Senior system analyst

   Managed IT Call Center applications. Accountable for requirements analysis, evaluation, design, programming, database, reporting, and training.  Developed a tiered IT service process greatly improving customer satisfaction ratings.  Improved software vendor relations; served on vendor advisory board and influenced future releases for company’s benefit.  Controlled host platforms (MVS, VM, IMS) and Server distributed processing environments. Resolved software, hardware, and networking problems for business areas.  Chosen to develop and teach classes to peers on new technologies. Helping them transition from support of MVS/IMS based applications to server/PC based applications.  Created metrics to determine staffing levels and efficient call queue management.  Liaison between support center and IT development teams. Show less

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  Global management systems, inc.

  Jan 1997 - Jul 1998

  Program director / senior design consultant

   Director of the Support Services Consulting unit; Tivoli and Remedy development services.  Responsible for business development, sales proposals, project management, talent management, and budgeting. Systems Design Consultant Lead Support Services consultant. Managed consulting engagements; reviewed all projects. Trained on Remedy Action Request (AR) system to support VAR opportunities.  Technical Sales Engineer supporting proposals and customer presentations

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  Gover integrations

  Jan 1998 - now

  Founder / principle consultant

   Founder of IT systems consultation firm. Specialized in Service Management (ITSM) and Asset Management (ITAM) projects. Over 20 years experience from programmer to project manager.  Services include process engineering, requirements gathering, solution assessment, installation, customization, upgrades, data cleansing, application integration, reporting, and training.  Experienced working with a variety of application platforms, database management systems, and client environments.  Aptitude for special projects such as Call Telephony Integration (CTI), Knowledge Management, email integration, web site integration, application conversion, and data migration.  Peregrine Systems Consulting Partner. Skilled with ServiceCenter, AssetCenter, Knowlix, GetServices, Get-Answers, Connect-It, and SCAuto SDK.  IBM/Tivoli Service Desk Certified Professional and Instructor, 1999. Qualified on Problem, Change, Asset, and Knowledge Management.  ITIL Foundations certification Clients from the following industries: software, support outsourcing, insurance, steel, aluminum, shipbuilding, government, banking, and telecommunications Show less