Thomas Donovan 301.774.2072 3304 Llewellyn Field Road a Olney, Maryland 20832 atd15f1b36@westpost.

net

SUMMARY Senior Business Process Analyst responsible for large scale IT Service Managemen t implementation. Director in both information technology and operations in the financial services and government outsourcing industries, with certifications a s an ITIL Expert and Project Manager. Extensive experience in creating change t hrough the design and implementation of quality, ITIL and COBIT based operationa l processes, and the reorganization of teams to improve efficiencies and reduce costs. Consistently recognized for my ability to maximize results while buildin g strong interdepartmental relationships between business partners and technical support teams. CAREER EXPERIENCE Femme Comp, Inc., Chantilly, VA 2008-2011 Senior Business Process Analyst (May 2008 a"Present) Led Strategy branch of the IT Service Management Office for the Defense Informat ion Systems Agency, designing the overall structure for the implementation of IT IL based processes for the agency. a Redesigned the overall IT governance structure for the Defense Information Sys tems Agency. a Redesigned overall internal structure for internal service desk support, inclu ding all aspects of monitoring, incident and problem management, tiered support structure and processes, and reporting functions. a Created consolidated CONOPS for Global Information Grid Operational directorat e for operational processes related to ITIL and COBIT. a Designed IT Service Management priorities and tasks for the Defense Informatio n Systems Agency Campaign Plan a Designed process implementation guides to includes all aspects of planning in accordance with industry best practices ensuring ISO 20000 compliance. Freddie Mac, McLean, VA 1999-2008 Director - Production Services (Jan 2006 a"Apr 2008) Led reorganization of multiple cross divisional teams into cohesive production s upport group. Designed and implemented ITIL based processes in support of busin ess objectives. a Restructured computer operations, production control, and scheduling groups fr om three divisions into a single 24x7 support team of 37 employees, responsible for over 9,000 job executions daily, resulting in greater efficiency, better ove rall coverage, and reduction in staffing cost. a Redesigned and implemented three major processes, (incident management, servic e level agreements, and job scheduling), resolving three audit findings from pre vious years. a Achieved 100% of risk control objectives through process improvements related to COBIT framework which reduced risk and insured compliance with Sarbanes Oxley risk control practices. a Reduced mean time to repair for critical production incidents to fewer than tw o hours through design and implementation of 24x7 service desk processes. a Designed and implemented internal Service Level Agreement program, used in fur

ther developing event monitoring and CMDB strategies. a Coordinated division-wide efforts to resolve security related material weaknes ses identified during corporate audit. Thomas Donovan 301.774.2072 Page 2 Manager a" Computer Operations (June 1999-Dec 2005) Led 24x7 staff to monitor mainframe and network activities. Developed process i mprovements, success metrics, and internal service level agreements. a Refined and implemented process for executing disaster recovery on mainframe, reducing recovery time from 24 to 6 hours. a Led installation of virtual tape processing system as Project manager, realizi ng 100% ROI in fewer than 2 years. a Coordinated installation of redundant mainframe in secondary data center, incl uding design, vendor negotiations for hardware and software purchases and mainte nance, completing overall installation in less than 4 months. a Developed processes and controls resulting in successfully completed major dat a center audit, with highest possible rating from auditing firm. a Designed and implemented processes to coordinate and report on all infrastruct ure changes and releases, significantly reducing error detection time frames rel ated to change. Computer Data Systems, Inc, Rockville, Md. 1980-1999 Director - MVS Technical Support a" (1990-1999) Led 40 person technical support staff, (operations, productions control, operati ons, and systems programming support), supporting government outsourcing operati on, as well as commercial clientele. a Planned and coordinated all client system migrations, seamlessly transitioning operation of major student loan system. a Led audit team for government, DoD, financial, and security audits, without a significant or major finding for a ten year period. a Implemented chargeback system, designing datacenter as a zero profit center to establish fair billing rates for government clients. a Designed and implemented TQM processes in operations, reducing complaints on c ustomer satisfaction surveys by 96%. Other positions with Computer Data Systems (1980-1990): Principal Systems Engineer a" Implemented various MVS operating systems and asso ciated OEM products in support of multiple outsourcing clients. Member of Technical Staff a" Account manager and technical software manager for ETS photocomposition system, producing for various government and private organi zations. Production Control II a" Performed production control support for third shift ma inframe activities.

Thomas Donovan 301.774.2072 Page 3 EDUCATION *ITIL Expert Certification *ITIL Service Manager Certification *ITIL Practitioner Certification for Support and Restore *ITIL Foundations Certification *CoBIT Foundation Certification *George Washington University - School of Business and Public Management for Pro ject Management *Amdahl a" Structure and Logic *Computer Learning Center Programming *University of Maryland a" 1975-1979 Other Engagement: 2009 - HDI Conference Presented workshop an Performance Based Contracting 2011 a" Fusion 11 Conference (September) Presenting workshop on IT Governance at the Defense Information Systems Agency