VINCENT FERRETTI
Gilbert,Arizona
Summary
A customer focused Technology Professional experienced in IT Service Management, Customer Delivery and Project Management. Experienced in leading teams supporting both Infrastructure and End User environments. Skilled in cultivating relationships and communicating effectively across the organization to build focused and productive teams. Experienced in developing and deploying technology solutions supporting global organizations. ITSM roles have included Incident Management, Change Management, Problem management, Service Owner, and Product owner. Management roles have included global teams support 100+K user populations with support teams located in US, EMEA, and ASIAPAC.
Dynamic individual with hands-on experience in ServiceNow and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
28
28
years of professional experience
Work History
Senior Business Execution Consultant
Wells Fargo
01.2020 - Current
- Responsibility for tracking and working with various business units to mitigate Resiliency Risk Gaps.
- Functioned as a KanBan Lead/Scrum Master supporting the Technology Resiliency and Disaster Recovery Teams (TRDR).
- Supporting various initiatives for Auto, Data Lake, and Infrastructure Resiliency Remediation utilizing ServiceNow CMDB data along with other data sources.
- Coordinate communications for monthly TRL meetings dealing with Cyber related resiliency gaps.
- Maintain and execute controls related to Critical Technology Infrastructure.
- Responsible for managing Resiliency Gap Tracking for Cyber and Critical Technology Infrastructure resiliency.
- Worked with multiple KanBan Initiatives for Auto and Infrastructure teams.
- Worked with various teams in support of the SLAs/OLAs for the Data Lake services in Partnerships.
- Developed Non-Functional Requirements documentation for Infrastructure.
- Completed bootcamp training for Agile Scrum Master and Product Owner.
- Certified in Microsoft AZ-900 Azure Fundamentals.
Business Systems Consultant
Wells Fargo
07.2018 - 12.2020
- Brought onboard to help transition 120 GE applications and their support team.
- Working as part of a team supporting team primarily related to Incident and Change ITSM processes.
- Wholesale Application teams. Primary areas of responsibility include Reporting, Asset Data Management and CMDB updates.
- Working with teams to maintain and validate ServiceNow/PAC2000/AppOne Data.
- Manage AppOne Validation for up to 400 applications.
- Utilize SQL and other tools to develop reports covering ServiceNow, AppOne, Pac2000, and HR data.
- Help support the Applications teams PAC2000 creating and maintaining users and groups.
Project Manager
APEX Systems (Staffing Service) working for Wells Fargo
02.2017 - 07.2018
- Working with client Wells Fargo related to acquisition of GE Wholesale Finance.
- Responsible for managing multiple projects related to ITIL Service Delivery Processes for the acquired applications.
- Working with teams to validate multiple databases related to application and service delivery. This includes the Remedy CMDB.
- Managing updates Incident/Problem/Change/Asset management system including coordinating required training and managing group memberships.
- Lead teams in the development of SLA’s, playbooks and various other internally required documentation sets.
- Developing integration plan for team to utilize Wells Fargo standard Service Delivery Processes.
- Developing training and coordination current and future Support teams.
Senior Project Manager
GSTI (Staffing Service)
08.2016 - 12.2016
- Working as a member of the global PMO office.
- Responsible for managing multiple projects for Infrastructure and application development.
- The managed projects included both traditional and agile projects.
- Team members were located throughout the US, Europe, and Singapore.
- Managed multiple projects deploying ARaaS (Application Release as a Service) services utilizing VMWARE vRA as the platform.
- Applications were deployed in support of Windows and Linux Servers Platforms.
- Managed the Agile project to deploy the initial and follow up releases of the SMART IT Portal to be used for application deployment as well as other support services.
- Managed the Agile project to deploy APIGEE REST API interface for Remedy APIs.
- Managed the deployment of the Application Library. This library will be a distribution point for server applications for both Windows and Linux.
- Deployed Orchestration to facilitate the shutdown and startup of SAP and supporting services during SAP Maintenance windows.
ITIL Incident Manager/Problem Manager/Change Manager
SakSoft (Staffing Service)
04.2016 - 08.2016
- Part of the in-house Application Support team supporting Wiley.
- This team provides global support for in-house applications running primarily on the AS/400 platform and SAP.
- Utilized TCS MasterCraft for Incident/Problem/Change Management.
- Responsible for coordinating ITSM support activities being delivered in support of the AS/400 and SAP environments by IBM service delivery teams.
- Chartered with Project for the enhancement of the current Incident Management processes and the development of Problem and Change Management Process for the application support area.
- Responsible for monitoring the IBM Service Delivery performance and reporting metrics to management.
ITIL Incident Manager
Robert Half
09.2015 - 02.2016
- Part of the Production Support team supporting New Jersey Manufactures Insurance Group.
- This team supports all IT operations for the company including external users consisting of customers, brokers, and client companies.
- Utilized PROLIN ITSM for Incident/Problem/Change Management.
- Responsible for working with the service delivery and application support teams to manage incidents across all infrastructure and applications.
ITIL Problem Manager
HCL
05.2013 - 03.2015
- Part of a team implementing Incident/Problem/Change Management processes in a major global financial institution.
- The team includes on shore and offshore components working to integrate ITIL process into the organization.
- Utilized ServiceNow for Incident/Problem/Change Management.
- Responsible for working with the software service delivery teams to identify and deploy fixes or process improvements in order to reduce incidents.
- Develop processes to address identified risks.
- Processes deployed utilize SDLC principles and ITIL framework.
- Managed application and infrastructure remediation Projects coming out of Problem Management.
- Met with Managing Directors on a weekly basis to review Project/Problem status.
Adjunct Professor
Monmouth University
08.2012 - 05.2013
- Responsibilities included providing computer training to Business Majors.
- Provided training in MS Office 2010 covering basic and intermediary levels.
- Trained on an introduction to Infrastructure and Computer Security.
Infrastructure Project Manager (Contract)
RCG Global Services
04.2011 - 06.2012
- Worked under the office of the PMO utilizing MS Project 2010 and HP PPM.
- Managed multiple infrastructure projects related to BAU upgrade.
- Supported projects included the global datacenter consolidation project.
- Responsible for developing and deploying service delivery models related to global infrastructure under the Global Services Division.
- Utilized ServiceNow and Remedy as part of the Datacenter Migration Program.
- Managed data access and security projects for mainframe and shared systems encompassing data security, data obfuscation, and protection of PII.
- Developed SAN storage model and plan for centralized NICE call recording/management system supporting multiple divisions and locations.
- Led the upgrade and migration of XENAPP to a new VMWARE/Citrix infrastructure.
- The project included deployment of new virtual servers and expansion of existing XENAPP farm.
- Managed the project to develop interim ITSM processes for Change and Release management for the transition from ServiceNow to Remedy.
Service delivery lead Application support (Contract)
Optima Global Solutions, Inc.
08.2010 - 11.2010
- Brought on board under a three-month project to lead a team at the customer site.
- The project was responsible for the development of Alert Management processes.
- Responsibilities included the development of training material, review and improvement of Incident and Problem Management.
- Managed documentation project to unify multiple documentation sets into a single documentation stream.
- Developed streamlined training program reducing training time from four weeks to one.
Service Delivery Manager, Deskside Services
MERCK & CO, INC
01.2008 - 01.2010
- Service Delivery Manager leading a team of six supervisors and thirty-nine support technicians supporting approximately thirteen thousand customers in North America, Singapore, and Brussels.
- Support included desktops, laptops, mobile devices, manufacturing line equipment and research lab equipment.
- Roles included project management, service management, incident management, problem management, and vendor management.
- Responsibilities included management of global Service Level Agreements (SLA’s), Operational Level Agreements (OLA’s), Standard Operating Procedures (SOP’s), and Work Instructions (WI’s).
- Under the PMO office I managed the design and implementation of the Service Delivery Plan for SAP related hardware being deployed to the Manufacturing Plant sites.
- Led organizational restructuring project to streamline support processes and reduce inventory.
- Enhanced the overall performance of the team by establishing global communication practices.
- This included increased information sharing between the various offices and standardized processes globally.
Service Delivery Manager, Exchange/Authentication Services
MERCK & CO, INC
01.2005 - 01.2008
- Service Delivery Manager for the Global Exchange and Authentication Services teams consisting of eleven analysts supplemented by off shore resources supporting ninety thousand mailboxes and 100+ servers worldwide.
- As part of the migration to Exchange 2003, completed the final integration of the Rosetta Inpharmatics acquisition into the corporate Exchange environment.
- Integrated multiple small companies into the Merck Exchange Organization.
- Organized the global support teams to support Active Directory, Exchange, and Messaging Services.
- These teams consisted of direct reports in the US, Brussels, and Singapore along with dotted line reports in Latin America.
- Restructured the Exchange/Messaging Service team into separate application and hardware support teams.
- Established follow the sun support policies allowing activities related to open critical incidents to be handed off between regional support centers.
Lead, Authentication Services (Full time)
MERCK & CO, INC
01.1997 - 01.2005
- Service Delivery Manager for Active Directory Services.
- Managed the IAM project to architect, deploy and maintain an Active Directory infrastructure.
- The project and support team consisted of analyst in the US, Singapore, and Brussels.
- As part of the acquisition of Banyu in Japan, managed the integration project of Banyu’s Authentication Services into the Merck Active Directory.
- This included going to Banyu headquarters in Japan to manage the actual migration process.
- I also worked with the Exchange team to integrate the Banyu messaging environment following the AD integration.
- Led the IAM project to migrate to Active Directory.
- This project designed all access and management processes surrounding the AD.
- Developed Group Policy management policies and procedures.
- As part of the IAM project, deployed Role based administration model.
- Deployed Change Management and Documentation Management best practices to the organization.
- Coordinated test and validation for line of business application moving into the Active Directory.
- This included managing a VMWARE ESX environment to facilitate application testing.
Education
MBA -
University of Maryland
College Park, MD01.2006
BA - Information Management
Rutgers University
Newark, NJMS - Technology Management
University of Maryland
College Park, MD01.2006
Skills
- Technical review
- Continuous improvement
- Customer relationship management
- Processes and procedures
- User support
- Integrity and honesty
- Process optimization
- Staff management
- Problem-solving
- Process improvement
- Project management
- Training and development
Certifications And Memberships
- ITIL v3 Foundations Certification
- Microsoft AZ-900 Azure Foundations
- Scrum Product Owner Certified
- Certified Scrum Master
Military Status
Veteran
Training
- Agile Product Owner/Scrum Master
- Project Manager Training (required 30 hours towards PMP)
- ServiceNow ITSM tools
- MS Project
- Project Management training including Agile
- ITIL Foundations v3
- ITIL Change and Release Management v2
- Six Sigma/Lean Six Sigma
Military Service
US NAVY, Petty Officer First Class, Honorably Discharged, TS Clearance
Certification
- Certified Scrum Master (CSM)
- Scrum Product Owner Certified (SPOC)
- ITIL v3 Foundations
- Azure Fundamentals (AZ-900)
Timeline
Senior Business Execution Consultant
Wells Fargo
01.2020 - Current
Business Systems Consultant
Wells Fargo
07.2018 - 12.2020
Project Manager
APEX Systems (Staffing Service) working for Wells Fargo
02.2017 - 07.2018
Senior Project Manager
GSTI (Staffing Service)
08.2016 - 12.2016
ITIL Incident Manager/Problem Manager/Change Manager
SakSoft (Staffing Service)
04.2016 - 08.2016
ITIL Incident Manager
Robert Half
09.2015 - 02.2016
ITIL Problem Manager
HCL
05.2013 - 03.2015
Adjunct Professor
Monmouth University
08.2012 - 05.2013
Infrastructure Project Manager (Contract)
RCG Global Services
04.2011 - 06.2012
Service delivery lead Application support (Contract)
Optima Global Solutions, Inc.
08.2010 - 11.2010
Service Delivery Manager, Deskside Services
MERCK & CO, INC
01.2008 - 01.2010
Service Delivery Manager, Exchange/Authentication Services
MERCK & CO, INC
01.2005 - 01.2008
Lead, Authentication Services (Full time)
MERCK & CO, INC
01.1997 - 01.2005
BA - Information Management
Rutgers University
MS - Technology Management
University of Maryland
MBA -
University of Maryland
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