Miguel Mendoza-Hall Principle Process Consultant (Director)
Kaiser Permanente IT
Graduating Class: 2017
Industry: Information Technology
BIO
An organized, highly motivated, versatile, team player possessing necessary analytic, communication and leadership skills
▪ 15 years of experience in the IT industry with in-depth knowledge of IT Infrastructure Library (ITIL V3), IT Service Management (ITSM), Business Service Management (BSM), BMC Remedy ITSM and ServiceNow
▪ Planned and implemented IT projects and process improvements while leading multiple teams to achieve project goals
▪ Direct ITSM process, strategy and tool implementation consulting experience
EDUCATION
University of Colorado Denver, CO Bachelors of Science – Business Information Systems – Management Emphasis
WORK EXPERIENCE
Kaiser Permanente IT Greenwood Village, CO Senior Process Excellence Consultant – Lead June 2013 – Present
▪ Responsible for implementing, standardizing and maturing enterprise IT processes using a structured and measured approach
▪ Consult, lead and implement a Configuration Management System (CMS) integrated with multiple IT processes and technology
▪ Provide strategic consulting by assessing the current state and providing future state direction utilizing gap analysis techniques and establishing roadmaps
▪ Work directly with Process Owner and Managers to address process gaps, adherence, improvements and integrations
Catholic Health Initiatives Englewood, CO Configuration Management Database (CMDB) Solutions Architect Oct.2012 – June 2013
▪ Lead multiple IT Asset Management and CMDB projects including the coordination of resources, planning and implementation
▪ Performed in a functional SME role conducting assessments, requirements analysis, testing and training of IT Asset Management and CMDB related processes
▪ Functioned in a consultative role to support implementing, upgrading complex application systems such as BMC Remedy ITSM and BMC Atrium CMDB
Deloitte Consulting Denver, CO Management Consultant, Federal Technology Strategy and Architecture (TS&A) Dec. 2010 – Oct. 2012
Federal Defense Agency
▪ Implemented a Software as Service (SaaS) solution of BMC Remedy ITSM across a 3,000 user, multi-site Federal Defense organization
Commercial Telecom
▪ Member of a telecom billing migration team responsible for migrating a large wireless telecom provider to a new billing system
Practice Management
▪ Participated in practice development work including proposals, presentations, tool demonstrations and points-of-view papers
Long View Systems Denver, CO
BMC Remedy ITSM Administrator & Team Lead March 2007 – Dec. 2010
▪ Administered and implemented BMC Remedy ITSM Suite hosted as Remedy as a Service (RaaS) for 9 active clients
▪ Managed RaaS clients’ licensing, requests, enhancements, upgrades and changes
▪ Conducted and organized live presentations and proof of concept demos as the subject matter expert for RaaS
▪ Assisted with client escalation, problem resolution, and incident look-back for unexpected operational issues
ITIL/ITSM Consultant, Oil & Gas, Oil & Gas Pipelines
▪ Performed ITIL /ITSM assessments and strategic implementation roadmaps
▪ Presented and reported assessment findings to clients’ executives and board members Global Support Center Transition Team Lead: Oil & Gas
▪ Transitioned a team of 16 contract support analysts to Long View System staff
▪ Implemented process improvements, mentored staff and provided service delivery enhancements