Charles R.

Mitchell
Profile:
An ITSM professional with 25 years experience involved in large scale IT project
s with specific expertise in ITIL/ITSM solution development and ITSM team format
ion. Mr. Mitchell is proud of his history as an ITIL/ITSM team leader with score
s of operational V3 ITIL processes to his credit and keenly understands how IT S
ervice Management (ITSM) capabilities are designed, developed, and deployed. He
employs ITIL, Cobit, MOF, e-Sourcing Capability Models, TIPA and International S
tandards such as ISO20000, ISO38500, and ISO15504 to design, assess and improve
ITSM processes. His ITIL specialties include, but are not limited to, Incident,
Problem, Event, Request Fulfillment, Change, Release and Deployment, Configurati
on, Transition Planning and Support, Knowledge, Performance, Supplier, and Servi
ce Catalog Management. Detailed experience in service desk management, seat mana
gement, functional analysis, ITSM operating modeling, information exchange defin
ition, project management, COOP, business process reengineering and ITSM tool ev
aluations. Mr. Mitchell has extensive experience performing process maturity ass
essments, gap analysis, risk assessments and creating ITSM roadmaps. Mr. Mitchel
l has one test remaining for ITIL Service Manager Certification. Mr. Mitchell ha
s comprehensive experience performing Baldrige examinations of commercial and go
vernment organizations while performing duties with the US Senate Productivity a
nd Quality Awards for Virginia (3 years). Mr. Mitchell is currently developing C
obit Foundations courseware under license from ISACA. Mr. Mitchell is a military
veteran.
Abilities
* Extensive ITSM consulting skills in ITIL/ITSM process planning, strategy, des
ign and transition activities. Process maturity assessments, business case analy
sis, skills capability mapping to roles, functional group analysis. seam managem
ent and operation and process model development
* Process, tools, organization, and information work products guide creation
* Service level agreement and operational level agreement architect
* Metric development and implementation
* IT service delivery management including commercial, government and military
* Five successful business startups including executive level management
* Successful mentor in the areas of ITIL, CobiT, IT governance (IT Steering Com
mittee formation), risk management, IT staff development, knowledge management a
nd business process reengineering
* Project Management including staff recruiting, training and evaluations and m
any ITSM projects including enterprise wide software and hardware deployments
* IT Staff skills assessments using Skills Framework for the Information Age (S
FIA)
* Eight (8) years as an ITIL/ITSM staff consultant (Senior and Principal)
* RFP and SOW responses
Key Skills
* ITIL/ITSM SME- Process maturity assessments, process design and implementatio
n
* ITSM Project Team leader, Service Delivery Manager
* Seat Management and technical refresh activities
* ITSM Team formation and management
* IT Governance professional
* Line of Vision Engineering Method (LoVEM) process flows
* IDEF 0 process flows
* Risk Management Professional
* Training and mentoring
* ITIL/ITSM Consulting
* ITIL ITSM Process Improvement and revitalization of failed ITIL implementatio
ns
* Business process reengineering
Senior ITSM Process Architect October 2009- Present
Zenetex, LLC
Virginia Beach Virginia
Mr. Mitchell currently designs ITSM and ITIL version 3 processes for the US Navy
supporting the NGEN contract. He manages a team of designers who capture custom
er requirements, align process roles with functional groups and develops ITSM wo
rkflow; identify necessary roles and skills, functions, tools, information work
products and consults with government leads within SPAWAR. Mr. Mitchell works co
llaboratively with government POCs to identify, define, plan, document, and sche
dule all of the integrated activities and tasks required to manage the transitio
n of ITSM capability areas from the incumbent service contractor environment to
the target state environment.
Principal Consultant August 2007- October 2009
Windward IT Solutions
Norfolk Virginia
As an ITSM SME, Mr. Mitchell provided customer training in ITIL, IT governance a
nd ITSM general concepts. He defined or participated in a lead role functional w
ork group definition, ITIL process design and ITSM deployments including CMDB de
velopment (CA) and service catalog development. Mr. Mitchell led ITIL V3 process
projects such as SLA, IT Service Continuity, Incident, Problem, Change, Configu
ration, Release, Event and Performance Management. Mr. Mitchell facilitated CAB
formation, process workshops, template design and process implementation and def
ined IT roles, information work products and implemented alignment criteria to m
ap roles to current position descriptions. Consulted on IT Governance and CobiT
Quick Start implementations and provided IT Governance workshops to the US Navy
and USDA. He setup an IT Steering Committee structure to chart future IT directi
on and continual improvement of the processes. Mr. Mitchell's ITIL work at Comma
nder 2nd Fleet was featured in a 2008 CHIPs Navy IT Magazine: http://www.public.
navy.mil/usff/chips/Documents/PDFs/chipsjul08.pdf
ITSM Consultant March 2006-August 2007
DSD Laboratories
Hampton Virginia
Mr. Mitchell was recruited and hired as the seat management and process SME con
sultant to support a seat management Most Efficient Organization (MEO) transform
ation that included over 105,000 seats and 2700 FTEs. Mr. Mitchell's position on
the team in support of OMB Circular A-76 studies included organizational and st
aff assessments of the "as-is" organization, preplanning, and the gathering, ver
ification, analysis of data and the deployment and implementation of the MEO. Mr
. Mitchell introduced ITIL V3 to the IT department and contracting officers with
in the IRS. Detailed experience with business processes tools such as SWOT analy
sis, balanced scorecards, gap analysis, and quality program development, He cons
ulted on knowledge management, CMDB development, service level and metric develo
pment. Mr. Mitchell reviewed underpinning agreements and assisted the government
in vendor partnering and supplier management. Mr. Mitchell determined, as the M
EO appointed Process Team Leader, the business needs to be satisfied by new IT p
rocesses, staffing levels and procedures.
Project Manager/ODIN IT Service Manager June 2000 - March 2006
NASA Langley ODIN Contract Hampton, VA
General Fiber Communications
Mr. Mitchell provided direct on-site day-to-day leadership and project managemen
t of up to 71 team members in the areas of desktop systems administration, cable
plant, warehouse, dispatch, service desk, asset management, telecom, warehouse,
refresh teams and laptop loaner pool teams. Additional duties included: Refresh
Project Manager, which Mr. Mitchell planned, coordinated, and implemented all r
efresh cycle related activities. Mr. Mitchell conducted training classes for whi
ch he provided in-depth exposure to the ODIN seat management model and ITIL best
practices.
Mr. Mitchell was personally responsible for addressing skills; staffing and trai
ning requirements, hiring and evaluating personnel, team building and ensuring s
taffing levels were adequate to meet established service level agreements. Mr. M
itchell was one of the principal leads in obtaining ISO9001 site certification b
y establishing the framework, training, process repository and was the author of
many of the IT and business processes. For 6 years Mr. Mitchell performed the s
ubcontract Project Management duties and IT service management functions at NASA
Langley under the primes ACS and SAIC. Under Mr. Mitchell's leadership, his ser
vice delivery teams met or exceeded customer satisfaction and performance metric
s every month for 5 straight years.
Cablesnmor.com 1995 - 2000
Sales and Technical Director (Owner)
Sterling, VA
Planned and implemented a start-up organization dedicated to providing connectiv
ity hardware solutions to ISPs, integrators, and end-users with an international
customer base. My business plan was implemented in 1995 which included MarketPr
o show teams, print advertisements, a northern Virginia retail location, retail
web site, and a warehouse fulfillment operation to support web orders. Currently
Cablesnmor.com is a successful and growing entity using my original business pl
an.
Novatron Computer Services 1992 - 1998
Manager, Server Development (Owner)
Sterling Virginia
Organized and staffed a very successful high-end server development group with a
target market of Dulles Corridor Internet Service Providers. Recognized by the
Fairfax Journal as a "best in breed" server solutions supplier. Other duties inc
luded sales, advertising, personal computer sales, GSA contract implementation a
nd market development for online cable and connectivity business. In 1994 Mr. Mi
tchell launched a state-of-the-art computer repair and upgrade depot and negotia
ted contracts with other national suppliers including Emerson Computer Corp and
HP to support their customers as a warranty and support center including managin
g a 1-800 call service desk.
Microdyne Corporation/Novell 1988 - 1992
ITSM Manager
Alexandria Virginia
Mr. Mitchell managed the support of over 100 field engineers and exercised broad
control of daily Novell network support operations. Hired and reviewed technica
l personnel, established staffing levels and negotiated supplier contracts. Deve
loped processes and procedures necessary for hardware deployments and wrote deta
il personnel manuals governing employee behavior and etiquette while assigned on
a government site. 100% of the contract customers were Federal Government. Deve
loped and implemented company policies to achieve goals according to strategic a
nd tactical business plans. In addition, Mr. Mitchell setup, staffed, trained a
nd managed several internal sales teams to launch several new Novell products in
cluding NICs, Netware Access Servers and Netware Remote Access Servers.
Pre-1988 and business successes Mr. Mitchell was involved in IT service manageme
nt, setting up computer repair depots, field service and training with Interdata
Corp. Electronics Technician US Navy. Successful business startups; MMI Compute
r Services (sold to Carter-Hawley-Hale venture group), Novatron, Cablesnmor.com
and PC Care.
Education
* US Navy Advanced Electronics school grad
* Chubb Institute Graduate- Network Engineering
* US Senate Productivity and Quality Awards Examiner Training (3 years)
* Baldrige Performance Excellence criteria training
* College courses and technical school training courses
* ISACA IT Governance and CobiT training
* Attended ITIL Service Manager's boot camp and have one remaining test
Certifications
* ITIL version 2 Foundations certified
* ITIL version 3 Foundations certified
* ITIL Practitioner certified instructor
* ISACA CobiT 4.1 certified
* SFIA Accredited Consultant
* ISACA Certified in the Governance of Enterprise IT (CGEIT)
* ISACA Certified in Risk and Information Systems Control (CRISC)
* Microsoft Certified Professional (MCP)
* CompTia A+ Certified
* Novell Intranetware Certified Administrator (CNA)
* Board of Examiners, US Senate Productivity and Quality Awards of Virginia (SP
QA) , 3 years
Phone: 757.329.5179 Ema
il: