DAMIAN S.

LEONARD
3130 Primrose Street, Illinois 60124
(847) 622-2549 (Home)
(847) 668-0996 (Mobile)
Email: dl58e7f8@westpost.net

OBJECTIVE: PROJECT CONSULTANT

SUMMARY
* 26 years of IT experience and providing advisory services for clients in the a
utomotive, communications, financial, insurance and healthcare industries
* 14 years in software development and business analysis activities
* Certified practitioner in ITIL and project management with 10 years of service
management experience
* 11 years banking/financial experience (7 years Support and Restore for major i
ncidents)
* Conducted service management marketing meetings and executive overviews for cl
ients across several industries
EXPERIENCE
UST Global 2009 - Present
Architect and Lead Consultant
* Led Incident and Problem Management team for project effort. Produced incident
and problem management performance reports for monthly quality reviews.
* Conducted process maturity assessments to create strategic roadmaps for the ma
turity of service management processes (using ITIL best practices)
* Developed service management recommendations based on observations, identifyin
g gaps and impacts on the maturity of service management processes
* Performed process engineering for incident management, problem management, ser
vice catalog management, and availability management areas (internal and externa
l)
* Generated Statements of Work (SOWs) and marketing materials for service manage
ment offerings and services
* Compiled industry intellectual property and thought leadership for the continu
al improvement of services, processes, people and tools.
Achievements:
* Identified an average of 70 gaps and impacts for fortune 50 companies and clie
nts.
* Produced and facilitated workshops for incident management, service failure an
alysis and availability management for client.
* Created policies for incident management, access management and change managem
ent, aligned with metrics and further recommendations for compliance and overall
governance.
* Created SOWs over $200K in project revenue.

Forsythe Solutions 2008 - 2009

Senior Consultant and Project Manager
* Conducted process maturity assessments to create strategic roadmaps for the ma
turity of service management processes (using ITIL best practices)
* Developed service management recommendations based on observations, identifyin
g gaps and impacts on the maturity of service management processes
* Performed process engineering for request fulfillment and service level manage
ment areas (internal and external)
* Generated Statements of Work (SOWs) and marketing materials for service manage
ment offerings and services
* Compiled industry intellectual property and thought leadership for the continu
al improvement of services, processes, people and tools.
Achievements:
* Completed several Assessments and Process Strategy roadmap projects, identifyi
ng an average of 200 gaps and impacts for fortune 50 companies and clients.
* Produced and facilitated workshops for configuration management at HP Techforu
m.
* Created several SOWs worth $2.5M and responsible for over $120K in project rev
enue.
Wipro Technologies 2007 - 2008
Manager, Lead Engagement Manager
* Led quality improvements projects, identifying opportunities for improvement (
OFIs), using plan-do-check-act method (PDCA) and assisted on SOWs as needed
* Directed assessments projects to determine the effectiveness of key service ma
nagement processes for As-Is state
* Led and performed process engineering projects for problem management and conf
iguration management.
* Developed preliminary program plan and roadmap for overall service management
effort for a major insurance organization
* Created management information reports for service support processes to determ
ine effectiveness of program.
Achievements:
* Developed executive presentations for service management program effectiveness
.
Created white paper for ITSM availability opportunities for improvement (OFIs) f
or client.
* Produced and facilitated workshop for availability management (with recommenda
tions for next steps).
HSBC Technology and Services, Wood Dale, IL 1997 - 2007
Manager, Senior Consultant (2001 - 2007)
* Developed and implemented standardized processes for service management across
the globe (for Change, Incident, and Problem Management).
* Managed and facilitated global service improvement programs for various techno
logy services
* Developed and implemented standard service level agreements and operational le
vel agreements for North America
* Resolved incidents and problems for HSBC North America, including all segments
of bank business in the Americas (using ITIL best practices for guidance)
* Advised global practitioners of service management to leverage best practices
across the enterprise
Achievements:
* 56 standard service level agreements (SLAs) across HSBC North America (receivi
ng merit increase and awards for efforts).
* Resumption of several service interruptions and elimination of problems in inf
rastructure for HSBC North America and HSBC Global. Several service improvement
s for global and regional systems.
* Directed 137 environmental improvements for 8 business units across 3 regions
(including US, UK, and AP)
Project Manager, Senior Business System Analyst 1997 - 2001
* Managed the Enterprise Business Process View (BPV) program developing requirem
ents, functional specifications, analysis and documentation for business units
* Facilitated the design during several JADs for the implementation of active an
d passive monitoring in the retail services and card services environments
* Developed, implemented, trained and maintained the standard development method
ology for systems across North America
* Developed and executed tests for Y2K remediation efforts for North America Ret
ail Services, including analysis and assessment of Y2K exposure.
EDUCATION
===========
Elgin Community College, Elgin, IL
Coursework toward bachelors degree
Management Certification, Business Administration Studies, 2004
CERTIFICATIONS
===============
ITIL Foundation, 2003
Project Management Professional, 2005
ITIL Practitioner - Support and Restore, 2005

PERSONAL
==========
* Chicago Cares, Primary Site Manager and Team Coordinator for various community
programs
* Effective in the use of Microsoft (MS) products including Excel, Outlook, Proj
ect, Visio, and Word.
* Member, ITSMF US
* Member, PMI Chicago Chapter