Alexander Updated Word Formatted Resume

1. ALEXANDER LEE RHEA
1301 David Taylor Drive
Charlotte, NC 28262
alexlrhea@gmail.com
Direct: (917) 943-1823
Major Incident Manager - Audit On Boarding Engineer, Project Management, Project
Coordination, Release Manager / Release Coordinator
Change Management / ITIL/ITSM Change, Incident, Problem, Release Configuration and
Implementation Specialist, Helpdesk Management/Specialist
Business Analyst - Service Operations - Incident, Problem, Knowledge, Change and Release
Management
Education & Professional Training
• Bachelor of Science, Globe Institute of Technology, New York, NY June 2004
• Major: Computer Information Systems Minor: Business Management
• Hewlett Packard Training System and Network Administration 1 - certification 09/2004
• Hewlett Packard Training - Fundamental of the Unix System - certification 04/2001
• CMDB Management, Project Coordinator
• Change Ticket Analyst Consultant
• Business Analyst
• Release Management
• Problem Management
• Incident Management
• Knowledge Management
Professional Certifications
• Polaris Learning Solutions, Inc Intro. To Tandem - certification 05/2002
• New Horizons Oracle 9i Intro. To SQL certification 06/2002
• Avtech Institute of Technology Oracle 9i Database Admin Training Course -certification 06/2003
• Avtech Institute of Technology Oracle 9i Database Hands on Training - certification 08/2003
• SIAC Operations Management System Training - certification 12/2003
• ITIL V3 Foundation Certified
• ITSM Service Operation
Skills:
HP Service Manager, Remedy, Maximo, FileNet, SharePoint, Qlik View, eGain, Cognos, ManageNow, UNIX,
Windows, Visio, Power point, Excel, Word, Crystal Reports, Mainframe, Outlook, Lotus Notes, PeopleSoft,
Bloomberg, Tandem, Solstice, Telnet, FTP. Backups, Network, Web Services, Wireless Devices, Handheld
devices, Hyperion Servers, VMWare, Trade works, Infrastructure, Networks, UNIX (HPUX, Solaris) Servers,
Windows Servers, Mainframe, Application Development, Software Development, Data Center Migrations,
Project Management, Project Coordination, Vendor (IBM, Remedy, HP) Management, Patch Update
Management, Release Update Management, Primavera, Service Delivery, Change Management, Incident
Management, Problem Management, Knowledge Management, Release Management, Disaster Recovery,
Process Improvement, Auditing, Database (Oracle, Sybase, SQL, Wintel, UNIX Code Comparison), Architecture
experience in Remedy, Maximo and HP Service Manager ITSM Tooling

2. Professional Experience
• Real Time & continuous follow-up with global support teams for incident resolution
• Manage and coordinate activities during overall ticket life cycle
• Ensure that the Incident record is fully updated prior to Problem Management
handover
• Responsible for sending all Incident notifications as per agreed process
• Chair bridge calls for effective coordination, incident resolution, service restoration
• Continuously follow-up with support team for relevant notification updates per SLA, and
drive resolution
• Follow the global Service Restoration Management Process
• Ensure Incident Timeline Report is created immediately after resolution
• Contribution to ongoing process & operational improvements
• ITIL Foundation certification is must, practitioner / intermediate is preferred.
• Exceptional communication (oral and written) skills is a must with understanding the
Clients requirement and infrastructure.
• Should be technically aware to handle situation effective .Incident Management +
Change Management (Planning & Execution)
• On - call Escalation
• Ticket Quality
• Process adherence & Security compliance
• Customer feedback ( Appreciations, CSAT survey results)
• KB preparation and review, Knowlegde sharing & documentation
• Root cause analysis / Problem Management + Capicity / Architectural Management
• SLA compliance for tickets
• Value Add
• Training / Mentoring
Deutsche Bank - Jersey City, NJ 09/2014 - 04/2015
Senior Change Manager
• Ensured the latest released changes were made precisely as expected as difference reports
can be used as part of the implementation post deployment Technical verification
• Spearheaded The Release Management process for Code Comparison of Wealth
Management Applications for Global IT Audit Regulatory Compliance
• Provided to over 700 plus global applications and formed part of Compliancy requirements
for SOX, GPF, MAS and Critical Applications
• Regulatory Compliance of SOX, MAS, IT Audit of Federal, State, Government Authorities

3. for transparency of CRM Financial System of Global Wealth Management Applications for
Business Readiness
• Agile Methodology of application implementation, remediation and recovery throughout the
SDLC
• Resolved Incident, Problems and changes in HP Service Manager
• Recorded Project Related Activities utilizing JIRA
• Identification and reporting of unauthorized changes to production application
code/databases to application owner for investigation and corrective actions
• Provide post deployment difference reports for use in Deployment Verification
• Align with DB Group IT Policies and Standards which states that there must be Deployment
Verification (Code Comparison) in place to ensure the integrity of the IT Production
Environment for governance
• Architecture experience of the HP Service Manager tool
• Reduce risk of unauthorized changes to monitored environments
Mikes Masterpiece Accounting Firm - North Babylon, NY 05/2013- 03/2014
Senior Change Manager
• Manage vendor Implementation of Web Based ITIL tool Vivantio throughout entire SDLC.
• Perform analysis of existing state of company to asses any gaps in quality of service against SLAs
and furnish reports and provided tool suggestion that address existing sate of business objectives and
scalability for steady state and future state of service support desk
• Created and published self service knowledge items
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Coordinate processes and procedures for Operations Support Team including Help Desk support and
Systems Support & Infrastructure. Introduce processes for Change Control (logging and routing tickets)
State Farm Insurance Co. - Bloomington, Illinois 04/2012 - 05/2013
Senior Change Manager
• Project Consisting of Updating HP Service Manager Release 7.xx to HP Service Manager Release
9.3 and Updating ITIL Tool Releases (Cognos Releases, Egain Releases, Filenet Releases, Sharepoint
Releases)
• Resolved Incident, Problems and changes in HP Service Manager
• Regulatory Compliance of SOX, MAS, IT Audit of Federal, State, Government Authorities
for transparency of CRM Financial System of Global Wealth Management Applications,
Hyperion Servers for KPMG and Price Waterhouse Coopers for Business Readiness
• Manage and strengthen relationships across the business by engaging global business leaders to
establish credibility, solve problems, build consensus and achieve objectives, Map, measure and improve
the underlying processes to ensure effectiveness and efficiency. Implement corrective action plans, as
needed.
• Proactively engage global business leaders to assist in defining and prioritizing process improvement
opportunities that have a positive impact on the profitability of the business.
• Create RFC in support of Customer driven changes for integration into FSC.
• Approve and reject changes based on change classification details.
• Initiate escalations as appropriate.
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Provide user feedback on changes and align with governance best practices
• Meet with IT staff and business representatives regularly to establish productive relationships with
key staff.Work with the Service Provider Change Management and or Service Delivery Manager to

4. ensure full coordination and communication within ACT.
• If required, assists the Change Approver in assessing urgent changes or deciding on the approval,
delay or rejection of changes
• Work with Service Provider Change Management assist in coordinating CABs (including E-CAB) to
review and approve changes.
• Communicates within the organization about necessary specific content needed to approve the
changes.
• Architecture experience in the HP Service Manager tool
• Identify trends and potential problem sources.
• Work with all functions within the IT community to ensure processes are executed as designed and
measured accurately and completely.
• Ensure alignment of processes to the corporate and IT strategy.
• Communicate with and manage the expectations of customers.
• Gather problem-solving resources from across IT and other organizations to address issues.
• Negotiate with other managers on priorities and resources required to meet resolution demands.
• Produce regular and accurate management reports.
• Serve as liaison with clients and vendors as requested.
• ITIL Process Roll Out (ITSM)
• Deliver infrastructure and environments that meet project requirements and deadlines.
• Manage Tier 1 Team and Tier 2 Team
• Develop and analyze business and process metrics to identify, improve and verify business processes
and their results. Develop predictive analytics keyed to problem prevention and sustainability of results.
• Manages the day-to-day project activities for infrastructure. Infrastructure may include servers,
workstations, operating software, network, security, middleware (database, integration, etc), software
deployment and others.
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.
• Insures the infrastructure resources are included in the project plan. Monitors team member activities
and tasks.
• Manages infrastructure issues, problems, and risks.
• Identifies and manages infrastructure project dependencies with other efforts.
• Communicates status and manages problems
• Research best practices within and outside the organization to establish benchmark data, and use
continuous process improvement and change management disciplines to achieve results.
• Collaboratively ensure readiness for change across business by ensuring effectiveness of change
management programs that will result in the early adoption of the new solution and business processes.
Ensure design takes into consideration long-term behavioral change goals for organization.
• Coordinate processes and procedures for Operations Support Team including Help Desk support and
Systems Support & Infrastructure. Introduce processes for Change Control (logging and routing tickets)
• HP Service Manager Implementation and Support of all ITIL process improvements
Guru.com - Hillsborough, NJ 07/11 - 04/2012
Change Management Lead
• Conduct Stakeholder and Operational Impact Analysis
• Design, Develop and Deliver Training; Conduct user group meetings, focus groups and powerpoint
presentations
• Resolved Incident, Problems and changes in HP Service Manager
• Assist in the development and implementation of Change Management Plan
• Assist in user acceptance testing; document findings and escalate operational and system issues/risks
• Agile Methodology of application implementation, remediation and recovery throughout the

5. SDLC
• Develop and maintain training schedules; training evaluations and student lists
• Create user tools such as job aids, procedures and cheat sheets; Provide user support as needed
• Assist in the development of user communications; Work with end users to ensure successful user
adoption of new system
Avis Budget Group/ Insurance, Parsippany, NJ 5/08 - 7/11
Change, Problem, Knowledge, Release Management Analyst
• Monitor Requests for Change (RFCs) in the Change Management system and review them for
completeness, quality, and compliance with established Change Management standards
• Release management of IBM ManageNow Release to IBM Maximo Release
• Project Management of Global Data Center Migration Move (Microsoft Server Patch updates and
UNIX (Solaris) Release updates
• Designed, Created and Implemented Sharepoint documentation, Cognos Reports and eGain
procedures for Release Management, Change Management, Problem Management and Incident
Management procedures
• Regulatory Compliance of SOX, MAS, IT Audit of Federal, State, Government Authorities
for transparency of CRM Financial System of Global Wealth Management Applications,
Hyperion Servers for KPMG and Price Waterhouse Coopers for Business Readiness
• Resolved Incident, Problems and changes in HP Service Manager
• Architecture Experience in the IBM Maximo ITSM Tool
• Create RFC in support of Customer driven changes for integration into FSC.
• Approve and reject changes based on change classification details.
• Initiate escalations as appropriate.
• Agile Methodology of application implementation, remediation and recovery throughout the
SDLC
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Provide user feedback on changes.
• Meet with IT staff and business representatives regularly to establish productive relationships with
key staff.Work with the Service Provider Change Management and or Service Delivery Manager to
ensure full coordination and communication within ACT.
• If required, assists the Change Approver in assessing urgent changes or deciding on the approval,
delay or rejection of changes
• Work with Service Provider Change Management assist in coordinating CABs (including E-CAB) to
review and approve changes.
• Communicates within the organization about necessary specific content needed to approve the
changes.
• Identify trends and potential problem sources.
• Work with all functions within the IT community to ensure processes are executed as designed and
measured accurately and completely.
• Ensure alignment of processes to the corporate and IT strategy.
• Communicate with and manage the expectations of customers.
• Gather problem-solving resources from across IT and other organizations to address issues.
• Negotiate with other managers on priorities and resources required to meet resolution demands.
• Produce regular and accurate management reports.
• Serve as liaison with clients and vendors as requested.
• Deliver infrastructure and environments that meet project requirements and deadlines.
• Monitor approvals of RFCs and escalate when necessary
• Develop reports and analyze trends
• Develop and analyze business and process metrics to identify, improve and verify business processes

6. and their results. Develop predictive analytics keyed to problem prevention and sustainability of results.
• Manages the day-to-day project activities for infrastructure. Infrastructure may include servers,
workstations, operating software, network, security, middleware (database, integration, etc), software
deployment and others.
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.
• Insures the infrastructure resources are included in the project plan. Monitors team member activities
and tasks.
• Manages infrastructure issues, problems, and risks.
• Identifies and manages infrastructure project dependencies with other efforts.
• Communicates status and manages problems
• Assess risk and identify conflicts of changes and escalate when decisions can't be reached
• Ensure Post Implementation Reviews (PIRs) are being executed on less than successful changes
• Serve as a point of contact for our customers and continue to educate them on the Change
Management process
• Identify bugs, enhancements, and new functionality requests for the Change Management system
and help identify new Change Management processes and technology trends for continuous
improvement
• Test new releases of the Change Management System to ensure they have been built to the
specifications listed in the requirements document
• Help prepare reports and documentation for recurring Change Advisory Board (CAB) Meetings to
review RFCs for the reporting period
• ITIL Process Roll Out (ITSM)
• Manage Tier 1 Team and Tier 2 Team
Bloomberg LP, Princeton, NJ 12/06 - 2/08
Change Incident, Problem, Release and Knowledge Manager
Responsibilities:
• Troubleshoot, diagnosed and resolved problems and outages in production, UAT, and QC
• Defined, configured, implemented and managed the Remedy 7.2 CMDB tool
• Regulatory Compliance of SOX, MAS, IT Audit of Federal, State, Government Authorities
for transparency of CRM Financial System of Global Wealth Management Applications,
Hyperion Servers for KPMG and Price Waterhouse Coopers and DTCC for Business Readiness
• Managed all aspects of the Global IT Services BMC Remedy Helpdesk in Change, Incident,
Problem, Release and Implementation Management based on ITIL standardization and procedures as
outlined by the organizations Service Level Agreements for governance best practices
• Architecture experience in the Remedy ITSM Tool
• Supported the Market Data Bloomberg Platform for the NYSE, Tokyo and London exchanges for
brokers' trading activities
• Agile Methodology of application implementation, remediation and recovery throughout the
SDLC
• Provided Order Management and Operations Management Support
• Release Management of Bloomberg Market Data Tool “The Bloomberg”
• Resolve all 2nd and 3rd level escalated service desk issues
SIAC, Brooklyn, NY 7/00 - 03/06
Change, Incident, Problem, Release and Knowledge Manager
Responsibilities:
• Defined, configured, implemented and managed the BMC Remedy 7.x CMDB tool
• Deliver infrastructure and environments that meet project requirements and deadlines.

7. • Troubleshoot, diagnosed and resolved problems and outages in production, UAT, and QC
• Provided real-time application support to eliminate or avoid customer impact
• Create RFC in support of Customer driven changes for integration into FSC.
• Approve and reject changes based on change classification details.
• Initiate escalations as appropriate.
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Provide user feedback on changes.
• Implemented Release updates for Peoplesoft
• Resolved Incident, Problems and changes in HP Service Manager
• Architecture experience in the Remedy ITSM Tool
• Agile Methodology of application implementation, remediation and recovery throughout the
SDLC and governance best practices
• Regulatory Compliance of SOX, MAS, IT Audit of Federal, State, Government Authorities
for transparency of CRM Financial System of Global Wealth Management Applications,
Hyperion Servers for KPMG and Price Waterhouse Coopers and DTCC
• Meet with IT staff and business representatives regularly to establish productive relationships with
key staff.Work with the Service Provider Change Management and or Service Delivery Manager to
ensure full coordination and communication within ACT.
• If required, assists the Change Approver in assessing urgent changes or deciding on the approval,
delay or rejection of changes
• Work with Service Provider Change Management assist in coordinating CABs (including E-CAB) to
review and approve changes.
• Communicates within the organization about necessary specific content needed to approve the
changes.
• Identify trends and potential problem sources.
• Work with all functions within the IT community to ensure processes are executed as designed and
measured accurately and completely.
• Ensure alignment of processes to the corporate and IT strategy.
• Communicate with and manage the expectations of customers.
• Gather problem-solving resources from across IT and other organizations to address issues.
• Negotiate with other managers on priorities and resources required to meet resolution demands.
• Produce regular and accurate management reports.
• Serve as liaison with clients and vendors as requested.
• Supported front office and back office brokerages and worked on Trading systems with problem
resolution involving broker trades
• Managed all aspects of the Global IT Services Helpdesk in Change, Incident, Problem, Release and
Implementation Management of ITIL Tool Remedy based on ITIL standardization and procedures as
outlined by the organizations Service Level Agreements and Business Objectives
• Develop and analyze business and process metrics to identify, improve and verify business processes
and their results. Develop predictive analytics keyed to problem prevention and sustainability of results.
• Manages the day-to-day project activities for infrastructure. Infrastructure may include servers,
workstations, operating software, network, security, middleware (database, integration, etc), software
deployment and others.
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.
• Insures the infrastructure resources are included in the project plan. Monitors team member activities
and tasks.
• Manages infrastructure issues, problems, and risks.
• Identifies and manages infrastructure project dependencies with other efforts.
• Communicates status and manages problems
• Compose procedural documentation and designed architectural layouts utilizing Visio and Word

8. • Managed, resolved, escalated all 1st and 2nd level service desk issues related to overall enterprise
Local 32B/32J-144, New York, NY 8/95 - 07/00
Systems Administrator
Responsibilities:
• Trained staff in all aspects of Networking, Applications and Servers for maintenance
• Supervised a team of 4 operators to train and oversee the efficiency of the overall network of 100+ in
house desktop users and maintain a 100,000+ member database updates via tape backups
• Deliver infrastructure and environments that meet project requirements and deadlines.
• Release Management of Microsoft Release 1998 to Windows Release 2000
• Managed all aspects of the Global IT Services Helpdesk in Change, Incident, Problem, Release and
Implementation Management based on ITIL standardization and procedures as outlined by the
organizations Service Level Agreements
• Created, furnished and presented data flow diagrams and architectural layouts for all levels of
Management
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.