John Moore, ITIL. Summary. Experience. Mgr System Eng. Call Center Systems at Hilton Worldwide

Transcription

1 John Moore, ITIL Mgr System Eng. Call Center Systems at Hilton Worldwide Summary I have worked for Hilton nearly 20 years in Multimedia, Application Development, Project Management, and Infrastructure. In my career with Hilton Worldwide I have led teams and managed projects that have produced over 10 CBT's, WBT's and over 40+ custom web applications for HRCC including ResMax and the HRCC InfoWeb. I have achieved an ITIL Foundation Certificate in IT Service Management. I am proficient in both Windows and Macintosh (hardware and OS) and have extensive knowledge in Windows Server 2003/2008/2012 utilizing IIS5, IIS6, IIS7/7.5, MSSQL and Linux Servers utilizing Apache2 (LAMP). I strive to stay on top of new and emerging technologies in Responsive Web Design (workflow, strategy), Advanced Front-End Techniques (CSS/JS architecture, Sass, LESS), Performance Optimization (Refactoring), User Experience (UX, design patterns, usability testing), Building and Debugging Web Apps (tools, strategy, maintenance), and Wireframing. To feed my creative side, i also have over 18+ years in video and audio production utilizing tools such as Final Cut Pro, Adobe Premiere Pro, Apple Logic Studio and Propellerhead Reason. Experience Manager System Eng. Call Center Systems at Hilton Worldwide January Present (3 years 1 month) Responsible for planning, execution, and closing of call center projects according to strict deadlines, within budget and utilizing Hilton Worldwide project methodology standards. Includes acquiring resources and coordinating the efforts of Hilton team members and third-party contractors or consultants in order to deliver projects according to plan. The Application Project Manager also defines the project s objectives and oversees quality control throughout its life cycle. Creative Media Director at FAITH Company January January 2011 (1 year 1 month) Directs web-based creative work. Develops creative briefs and design concepts to meet the business objectives of the organization. Responsible for establishing creative direction for the entire line of online services, products, and programs. Manager, Multimedia at Hilton Worldwide January January 2010 (7 years 1 month) Responsible for the creative direction of the Multimedia team designing new media solutions that meet business objectives including programming and instructional design of computer-based-training (CBT), web Page1

2 applications, corporate intranet, product knowledge, virtual tours, GUI design, video and audio production, project management, and user acceptance testing. Create, maintain and use various SQL databases to build and integrate intranet applications to maximize the connectivity between Intranet applications and deliver reporting systems for the intranet server(s). Support provided for all multimedia applications including installation, installation issues, content and bug fixes, as well as on-demand enhancements to all multimedia systems and reporting functions. 4 recommendations available upon request Multimedia Specialist at Hilton Reservations Worldwide January January 2003 (5 years 1 month) Same as above. Office Services at Hilton Reservations Worldwide October January 1998 (1 year 4 months) Managed all the company copiers, printers and mail room processes. Ordered and tracked office supplies for all departments and Hilton Reservations. Honors and Awards Naming Contest - Reservation System "Journey" Hilton September 2009 Company wide contest to name the new Reservation System for Hilton. Certifications ITIL Foundation Certificate in IT Service Management PeopleCert License GR JM March 2013 Objective-C Essential Training (2011) lynda.com License 0B3317 September 2013 HTML5: Structure, Syntax, and Semantics lynda.com License 2C682C July 2013 Coding Faster with Emmet lynda.com License C923E6 August 2013 CSS: Core Concepts lynda.com License 6110B8 August 2013 CSS Positioning Best Practices Page2

3 lynda.com License 8D9338 August 2013 CSS: Frameworks and Grids lynda.com License D45AD6 August 2013 Up and Running with Bootstrap lynda.com License 37F6AD August 2013 Bootstrap 3: New Features and Migration lynda.com License 4410F7 August 2013 Design the Web: Automating Web Graphics lynda.com License 9CDA51 December 2013 Projects Server Migrations - Hilton Worldwide to Dell Data Center May 2013 to Present Members:John Moore, ITIL, Fabio de Paula, Ben Ward, Denise Fagan, Chris Charbonneau Transition help desk and ticket system from IBM to DELL and Migrate servers from Dallas, Memphis and RTP to Florence, KY. Contributor and Approver for project planning, change management, server equipment specs in FTC, technical documentation and to UAT test scripts as necessary tasks as determined by the project leaders Responsible Functional and UAT test scripts, identifying and communicating production outage windows to business Citrix Upgrade from version 4.5 to 6.5 June 2013 to Present Members:John Moore, ITIL, Fabio de Paula, Ben Ward, Denise Fagan, Chris Charbonneau Upgrade Citrix server install and migrate to a new data center. Ensure users have no down-time. Shop NBC - F.A.I.T.H. Promo Video June 2013 to Present Members:John Moore, ITIL Produced and Directed five minute HD promotional video for F.A.I.T.H. Company to air on Shop NBC prior to owner live appearance on the network. B-Roll content used during live appearances. ResMax August 2001 to Present Members:John Moore, ITIL, Fabio de Paula, Ben Ward, Denise Fagan Originally developed for the "Chicago Desk" to replace hard copy binders, ResMax is a primary web application utilized by Hilton Reservation Agents for hotels in the ResMax program. The application Page3

4 provides descriptive information about each Hilton Branded property that might not be included within the Central Reservation System (CRS). HRCC InfoWeb August 1999 to Present Members:John Moore, ITIL, Fabio de Paula, Ben Ward The HRCC InfoWeb is the main intranet portal for Hilton Worldwide Reservations agents that servers as a single launch point for all work related tools and information. It also servers as a the primary communications channel to then entire Agent group worldwide that delivers service affecting, critical and job related messages in real-time. The InfoWeb has gone through many iterations since its' inception in 1999 and has become extremely dynamic and personalized for each user. FAITH Company ecommerce Website July 2010 to Present Members:John Moore, ITIL Complete rebuild of the customer facing web site including the consultant back office and 3rd party tie ins. Hilton@Home Program Commercial July 2008 to Present Members:John Moore, ITIL, Fabio de Paula, Ben Ward Hilton was looking for a way to drive traffic to hrccjobs.com in a new venture that allows employees to take reservations from the comfort of their home office. The video was posted to YouTube and included on the front page of the hrccjobs.com website to generate interest. The project was fully produced by the HRCC Multimedia department on a budget of less than $8000 using real employees. Produced by Hilton Reservations & Customer Care Written and Directed by John Allen Moore & Ben Ward Edited by John Allen Moore HRCC ICMI Informational Video March 2008 to Present Members:John Moore, ITIL, Ben Ward Informational video on Hilton Reservations & Customer Care for our entry to the ICMI Awards. This video was produced entirely by the HRCC Multimedia Department on a budget of less than $3500 using real Hilton employees. Points & Smiles January 2006 to Present Page4

5 Members:John Moore, ITIL, Ben Ward, Fabio de Paula Points & Smiles is an incentive / reward fulfillment web application that services Reservations agents at Hilton Worldwide. The application gives users the ability to collect points that can be used to redeem prizes based on their personal KPI's. Courses Manager System Eng. Call Center Systems Hilton Worldwide Coding Faster with Emmet HTML5: Structure, Syntax and Semantics ASP.NET Essential Training C# Essential Training SQL Server 2008 Essential Training Dreamweaver: Creative Cloud Updates Create Navigation Menus with JQuery Bootstrap 3: New Features and Migration Up and Running with Bootstrap CSS: Core Concepts CSS: Formatting Visual Data CSS: Frameworks & Grids CSS: Visual Optimization Exploring CSS Positioning CSS Positioning Best Practices Objective-C Essential Training Design the Web: Automating Web Graphics Creative Media Director FAITH Company Using Layer Comps In Photoshop to Show Interactive States... Independent Coursework Reason 4 Essential Training Authorware 7 Page5

6 Skills & Expertise Adobe Creative Suite Project Management Linux Server IIS Audio Editing JavaScript Windows Server ASP Photoshop ASP Development ASP.NET PHP development Final Cut Studio Adobe Connect Video Editing Active Directory OS X Video Production Troubleshooting Software Development SDLC Integration Operating Systems SQL Sound Management Windows Networking Training Program Management HTML 5 CSS3 Emmet Coda 2 Mac OS X T-SQL Windows Server 2003 GUI development Windows Server 2008 Hyper-V Windows Server 2012 Ubuntu VMware ESX Windows 8 System Administration Databases User Experience Page6

7 Web Development Project Planning IT Management Education University of North Texas None, Radio, Television and Film, Honors and Awards 1st Place Winner 24 Hour Video Race Hilton Certificate of Appreciation - Hilton 2002, 2005, 2007 HRW Golden Eagle - October 2001 Hilton One Time Achievement , 2000 Interests Web Development, UI/UX, Graphic Design, Marketing, Television Production, Video Production, Audio Production, Film Production, Music Production Page7

8 John Moore, ITIL Mgr System Eng. Call Center Systems at Hilton Worldwide 4 people have recommended John "John and I have worked closely on a number of technology projects over the past 12 years. His expertise is around the design of innovative, user-friendly applications. Equally as important is that he understands the business side and with that optimizes requirements - long before the product is designed or delivered - very little redo work!" Michele Rowan, VP Performance Management and Customer Contacts, Hilton Hotel Corp, managed John indirectly at Hilton Reservations & Customer Care "John Moore is an extremely talented, take-charge individual with the ability to develop and present multimedia solutions to promote organizational culture and objectives. He is also a visionary leader with exceptional communication skills-- continuously striving to advance and develop his team. I have had the pleasure of working with John at Hilton Reservations for almost two years now, and strongly endorse him and his work to any organization seeking multimedia talent." Shelley Sheldon, Manager of Recruitment and Retention, Hilton Reservations and Customer Care, worked with John at Hilton Reservations & Customer Care "I had the pleasure of working with John Moore and admiring his work at Hilton for over 12 years. John is a very creative and artistic person but he also has excellent communications and interpersonal skills. He developed strong technical skills over the years through training courses and on the job experience. The CBT's and web applications he produced for Hilton were simply amazing! He worked whatever hours necessary to meet project deadlines and produce professional results. I always felt extremely fortunate to have John as a key member of our management team. In summary, I highly recommend John as a person and his outstanding work. Sam Perry" Sam Perry, President, Hilton Reservations & Customer Care, managed John indirectly at Hilton Reservations & Customer Care "Not only is John skilled in all operating systems, as well as online applications, he communicates technological issues in a straight-forward, accessible way. If we simply want to him to fix a problem, he does it, but if we want to know the "why" behind it, his explanations are clear and concise. He's also quick to respond and pleasant to be around. Besides the technical skills to run the "back end" seamlessly, John has a real eye for design. I recommend John for any Management or Director positions." Julie Bak, HRCC HR Assistant, Hilton, worked with John at Hilton Reservations & Customer Care Page8

9 Contact John on LinkedIn Page9