Resume for an experienced ITSM Sr. Manager

1. Joy L. McGovern
303-815-6343
joylmcgovern@gmail.com

2. Visionary business leader that has proven success in
turning around failing programs, implementing
governance structures for long term success, designing
and streamlining effective processes and implementing
controls and metrics for continual service improvement
of those processes. Program manager with strong
knowledge of both traditional waterfall and Agile project
management principles who can leverage creative
problem solving and take decisive action when needed
to achieve success.

3.  ITSM Tools Implementation and Management (CA
Tools Suite)
 Large-scale program management
 Process design and control
 Continual service improvement
 Organizational change management
 Cost analysis and reduction
 Governance of process and services
 Leadership of global teams
 Software and Infrastructure Project Management

4.  CA Service Desk  Microsoft Office Suite
 CA Service Catalog  Microsoft Project
 Xtraction  SharePoint
 xMatters  Infrastructure and Data
 CA Process Automation Center Management
(ITPAM)
 CA Asset Portfolio
Manager
 CA Clarity PPM

5. Wipro/Infocrossing 2007- 2012 methodologies
 Positions Held:  Promoted to Senior Manager of ITIL and
Governance and given HR responsibilities for 3 teams
- Sr. Manager ITIL and Governance after success implementing new ITIL-aligned Incident
- Sr. Project Manager and Request tools and processes
- Customer Portfolio Manager  Moved 100 FTE of work to India in 1 year
 Developed governance model for managing resources
Accomplishments in India and US jointly
 Recommended for promotion to Director of ITIL Tools  Prevented any jobs from being lost during off-shoring of
and Governance - currently pending work by analyzing organic growth opportunities, normal
attrition and off shore skill-sets and on-boarding times
 Added responsibility for ownership and administration
for the Clarity PPM tool set  Reduced off-shore program travel costs significantly
by setting up corporate apartment housing, negotiating
 Decreased contractor and consultant costs by international hotel rates and setting up group shot
approximately $1 million dollars for CA Technologies clinics
tools implementation (CA Service Desk and
complementary tools)  Identified $5 million savings in service delivery costs via
monthly financial analysis and trending
 Reduced time to enter a change by over 50% by
streamlining processes  Standardized delivery of portfolio management services
across all portfolio accounts, leveraging standard
 Shortened time to onboard a customer from weeks to template and reporting metrics
hours by implementing standard processes and
templates used by all Project Managers during new
customer migrations
 Defined new go to market strategy for ITSM tools
allowing tiers of service
 Successfully managed 2 projects with high risk to the
service delivery organization by using sound
organizational change and program management

6. IBM Global Services, Boulder, Colorado 1997 - 2007 Recognition awards for three years straight
 Positions Held:  Promoted to Configuration Management Lead
- Measurements &Reporting Project within 4 months of joining the team
Manager  Significantly reducing training time for both end users
- Configuration Management Lead and new employees by designing and implementing the
first on-line user training for the Configuration
- Configuration Manager Management service offering
- Project Manager  Created the initial process for managing configuration
- Desktop Support Technician data using databases rather than spreadsheets
 Reconciled 98% of 10,000 assets deployed during a
Accomplishments: refresh project by carefully managing the tools and
processes used during the deployment
 Successfully implemented $200,000 business
transformation reporting solution with an aggressive  Improved customer satisfaction and reduced the time to
schedule on time with a high degree of satisfaction train new employees by documenting many desktop
support procedures, making them repeatable and
 Reduced data load time for large accounts by consistent
approximately 75% by identifying and applying
automation and process improvement points
 Improved data health on average 15% across 12 high
dollar accounts through implementation of continuous
service improvement metrics and controls
 Managed design cycles and development projects for new
Configuration Management Tool releases
 Managed the program of migrating over 200 clients to a
new Configuration Management tool set
 Received maximum allowable number of Peer

7. Education:
 Westwood College of Technology
 Course emphasis: NT, Novell and UNIX servers and TCP/IP
networking, Microsoft Office Suite, C++ programming
language
 University of Central Florida – Bachelor of Arts
(cum laude)
 Major: Legal Studies
 Course emphasis: Legal research and writing, case
analysis, corporate law
Certifications:
 PMP
 ITIL Foundations v2