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As a Sr. Management Consultant entrenched in the ITSM/ITIL space, our team at my current company excels in refining ServiceNow configurations, enhancing service delivery for our clients. With a foundation in Aerospace Engineering from Pennsylvania State University, I pivot my analytical mindset to drive quality assurance and resource management, stemming from leadership roles in IT and QA at Mortgage Connect, LP. My commitment to process development and a track record in directing successful teams informs my approach to delivering streamlined, effective solutions in technology service management.

My Key Achievements

Established QA and Shared Services Departments, Practices, Policies Across the Enterprise

  • Established and implemented the Project and Portfolio Management tooling and practices to improve project execution and collaboration
  • Developed and implemented the Tech Boot Camp Program organizing IT knowledge assets to fast-track on-boarding new employees and contractors through extensive content on corporate applications architecture and development content
  • Executed three multi-million dollar services to flex QA capacity and bring industry best practices to advance capabilities in QA, requirements, design and testing while building QA teams aligned to corporate portfolios to manage testing activities for large scale programs and projects

ITSM/ITIL/ServiceNow, Process Engineering, Project Management and Software Development Life Cycles

  • Developed re-usable and extensible process framework architectures forming the building blocks of enterprise life cycle management systems
  • Currently working in a start-up to build re-usable processes for industry and government applications

First Niagara Unified Life Cycle (ULC)

  • Introduced and secured buy-in to build the bank's first, true SDLC using an industry-standard process engineering framework
  • Built cross-domain team of business analysts, architects, testers and release managers to develop discipline content and associated change management processes
  • ULC is the accepted life cycle for all development activities and is used to perform assessments and internal audits of software projects

Skills I Have Worked to Develop

Process Improvement Productivity Improvement ITSL and ITIL Implementation Software Engineering Quality Assurance and Engineering Lifecycle Testing License Management Statistical Modelling Requirements Determination Simulations Development Client-Server Programming

Sr. Management Consultant

Developed an ITSM/ITIL reboot to elevate the client’s existing staff and optimize staff skills while improving process efficiences. Using techniques from process engineering, project/program management and organizational change to highlight process issues, I develop an enterprise approach to implement upgraded processes and to realign the staff to focus on higher order work.

Sr. QA Consultant

I developed the QA Strategy and Test Management Plan while coaching and methoring the incumbent QA team on key skills to improve their processes and workflow. End goal is to develop and pivot the IT culture to focus on quality and align with shift-left approach to reduce testing and risk discovery timelines.

Implemented processes include Incident Management, Catalog Request Management, Request Fulfillment, Problem Management, and Project Management. Currently in process of developing Change Management.

Director, Quality Assurance and Shared Services

Directed the implementation and rollout of project and portfolio management practices to improve the efficiency and execution of Agile projects in a DevOps/Continuous Integration framework. Directed managers and QA leads in automation and performance testing. Orchestrated the QA strategy to uplift and improve the team, practices and fitment to business. Defined IT metrics to significantly improve product quality and reduce production defects by 11\%. Reduced time to fix and deploy production defects by 60\%.

Sr. Manager

Defined QA discipline, approach, procedures, and policies for all IT projects at Duquesne Light. Established two 3 year, multi-million dollar engagements with global IT services firms for staff augmentation and development of a quality engineering practice center with a 12\% demonstrated savings through on-site, off-site and off-shore distribution model. Established a 2 year, multi-million dollar engagement with global IT services firm for managed testing services. Established an Automation test lab to address expensive regression test scenarios.


Managed the Testing Center of Excellence. Implemented full off-shoring capabilities for testing services. Designed and developed enterprise key performance indicators (KPIs) and key risk indicators (KRIs). Managed and directed performance testing for all Enterprise Project Management programs. Set up Off Shore Performance Test capabilities.

Sr. Systems Engineer

Developed and allocated top-level plant engineering requirements for the AP 1000 template plant through collaboration with 8 subsystem teams ensuring requirements were fully traced and accepted by downstream systems. Negotiated technical language and authored the System Requirements Specification for the Nuclear Regulatory Commission (NRC).


Lead applications development and enterprise-wide software migration processes for this major health care insurer. Supervised 20+ virtual teams of 25 people each. Introduced and engineered processes for software license reconciliation, software installation, flexible license management and resolution. Control $700K budget.

Senior Member of the R & D Staff

developed n-tier applications for conversion of a supply chain system using C and C++.

Aerospace Engineer

Guidance, Navigation and Controls for the Titan IV launch vehicles with Martin Marietta (Secret Clearance).

In MY Off Time

Author: Rakesh D. Rathod

Created: 2024-06-14 Fri 14:29