Matthew Haag

Matthew Haag

Summary

Nearly 30 years IT experience holding every position from programmer to Software Manager to Product Manager. Experience covers aerospace, manufacturing, data centers, dot-coms, and medical.

Current responsibilities include Service Management Platform owner for the Service Management Office of the CIO on ServiceNow. Seven years experience promoting IT Service Management best practices, including six years on the leadership team for the local ITSMF USA Interest Group.

A technical leader with strong analytical and problem solving skills and experience leading IT projects and  teams of programmers, multidisciplinary IT and non-IT personnel.

Specialty Experience

·        ITIL certified with experience implementing IT Service Management (ITSM)

·        Certified Project Management Professional with over 11 years project management experience

·        Product Manager for $13 million product line

·        Technical Account Manager for Fortune-Global 100 customer with a million dollar per year Internet services contract

·        Software Department Manager for OEM application

·        Business analyst with experience developing and documenting processes and procedures

Work History

Work History
Aug 2007 - Present

Board Member

Greater Los Angeles Local Interest Group – itSMF USA

President Emeritus, December 2011 – December 2012

President, December 2009 – November 2011

VP-Orange County, July 2007 – November 2009

  • Hosted and acted as Master of Ceremonies for the 2010 and 2011 Excellence in Service Management regional ITSM conferences.
  • Increased membership in 2010 as was recognized as the fastest growing LIG in the United States with membership up over 15%.
  • Increased the frequency of meetings by over 75%.
  • Responsible for monthly communications to over 1000 ITSM supporters for over two years.
Mar 2013 - Present

Service Management Office - IT Manager

Molina Healthcare
Service Management Office - IT Manager
  • Platform owner for the IT Service Management application responsible for implementation, onboarding of ITIL processes, integration to existing systems and processes and day-to-day operations.
  • Team member working to implement best practices for Incident, Change, Problem, Release, Event, Service Catalog and Service Level Management across the organization.
Jul 2003 - Mar 2013

Systems Engineering Lead

Experian

Operational Readiness Lead responsible for ensuring new and upgraded IT Services have the monitoring, troubleshooting procedures and operations training necessary before production release.

  • Led the efforts to create and test monitoring and troubleshooting documentation for the new Experian Austrlia Credit Bureau.
  • Supported the implementation of monitoring and testing for Project Gemstone to setup a consolidated Oracle Financials system in the UK for Experian globally.
  • For project Orion, managed the monitoring and support for over 100 servers. Recognized as the "Star Of Orion" two times.
  • Team lead responsible for global implementation of services in the US, UK, Europe, South America and Asia regions.
  • Worked on all OS and platforms, including Windows, Linux, SuSE, UNIX, Solaris, HP-UX, AIX and Apache, IIS, JBOSS, Tomcat, Oracle and Weblogic.
  • Supported monitoring and troubleshooting of databases including Oracle, SQL, DB2, MySQL, Access, Crystal Reports, DataWarehouse, ETL and Mongo.

IT Project Manager for multiple technology and IT process upgrades.

  • Project leader an international team to define and setup a decommission process for IT assets in the UK. Led  the Decommission Service in the US for eight years.
  • Led the team responisble for the "perfect" rollout of the free credit reports to the eastern US as required by the Fair and Accurate Credit Transaction Act (FACTA).
  • Managed the rollout of VMware hardware into the Texas datacenter.
  • Managed Experian's Incident Response to the Veterans Administration Security Breach in May 2006.

ITIL and ITSM Leader reporting to the VP of Technology and responsible for promoting IT Service Management best practices within the IT organization.

  • Hosted ITIL Executive Overview and first level management ITIL training in Texas and California for all level one IT managers.
  • Completed Service Catalog analysis and vendor evaluation.
  • Key team member responsible for the CMDB Implementation and Unicenter Service Desk (USD) rollout. 
Jul 2001 - Mar 2003

Operations Manager / Project Manager

Appereto / InteleNet

Technical Analyst / Operations Manager working with all departments to define processes and procedures for the day-to-day operations of the data center and assisted in Product/Services definition and pricing.

  • Supported internal engineers, customers and potential customers in all aspects from sales presentation through coordination of service provisioning.
  • Account manager for large customers ensuring the best possible service delivery. Presented Service Interuption Reports and managed follow up. Quoted upgrades changes to service contracts. 

Project Manager – Consultant to Unocal for consolidation and upgrade of network file servers.

  • Evaluated best of breed NAS and SAN solutions and assisted in the migration planning for over two terabytes of data from multiple departments.
  • Assisted in the cleanup and post mortem analysis of Nimda virus damage that closed the Brea Campus for over one week.
Feb 2000 - Jul 2001

Technical Account Manager

Firstworld / Verado

Technical Account Manager leading a combined team of internal and external support engineers.

  • Coordinated the site deployment and upgrades to www.csd.toshiba.com and the associated server farm.
  • Coordinated with other divisions of Toshiba to consolidate and managed the migration of servers from the separate divisions into a common 400 square foot cage space with shared upstream bandwidth, firewall and backup services resulting in a 55% savings and increasing growth capability by 200%.
Jan 1992 - Jan 2000

Product Manager / Director of Customer Service and Quality / Software Manager

Newport Corporation, RAM Optical Instrumentation, Inc.

Product Manager for the ROI video based measurement and inspection product line with annual revenue of $13 million.

  • Directed product development, analyzed software and system requirements, and developed a marketing strategy, advertising and press releases.
  • Traveled in support of trade shows, providing demonstrations and training and holding press conferences.
  • Wrote white papers and press material. See online article at http://www.qualitydigest.com/june99/html/body_video.html.

Director of Customer Service and Quality

  • Increased service revenue 64%,  and opened two regional service offices.
  • Established a new product training department. Provided company wide training on the “Value of a Customer” and sponsored 1997 as the “Year of the Customer”.
  •  Setup initial Customer Relationship Management (CRM) database.
  • Managed Quality Assurance staff establishing acceptance test procedures and chaired weekly Quality Review Team meetings.
  • Initiated ISO9002 compliance effort.

Software Development Manager, responsible for software engineers in the development and support of the company's primary software product, a measurement application written in C that controlled precision motorized stages, zoom optics, image analysis for edge detection and report generation.

  • Worked with Motorola, GM, Johnson and Johnson, Guidant and other large customers to develop customized applications for various market niches such as stent inspection and PC Board Component placement.
  • Assisted pharmaceutical and medical companies with FDA compliance of Software Validation.
  • Traveled regularly (one week per month) across US, Europe and Asia providing training and support for regional sales managers, distributors and customers.
Jan 1986 - Jan 1992

Project Manager / Systems Administrator

Douglas Aircraft Company

Project manager for $2 million Automated Wire Preparation System. System Administrator responsibilities for multi-platform network of Sun UNIX Workstations, Apple and Windows workstations. Developer supporting Fortran and robotic programming.

Education

Education

Certifications

IT Infrastructure Library (ITIL) Certifications

  • Foundation v2
  • Foundations Bridge v3
  • ISO/IEC 20000
  • Release Control and Validation (RCV)
  • Operational Support and Analysis (OSA)

ISO/IEC 27002 Information Security - Foundations

ServiceNow Certified System Administrator