DAVID LUEVANO

5350 W. Bell Rd. Ste C122 #226 ? Glendale, Az. 85308

(925) 367-4752 ? dl64f7c8@westpost.net
INFORMATION SECURITY MANAGER / OPERATIONS MANAGER / Project Manager
IT Operations specialist with 25 years of experience leveraging technologies to
drive process improvements, execute change management, and reduce costs. Adept a
t managing staff and site consolidations, implementing processes, and guiding pr
ocess reengineering. Skilled in ITIL, CMMI, COBIT, and Six Sigma methodologies.
Recognized ability for developing groups into high-performance teams in various
IT disciplines. Areas of expertise:

Project Management ? Service Management ? Change Management ? Process Improvemen

ts
Staff Consolidations ? Access Control ? Virus Prevention & Detection ? Audits ?
Six Sigma
Requirements Gathering ? Critical Analysis ? Process Reengineering ? Contracts ?
Negotiations ? Budgets
Problem Solving ? Vendor Management ? Relationship Building ? Customer Satisfact
ion ? Team Leadership

PROFESSIONAL EXPERIENCE
ARROWHEAD COIN & JEWELRY Glendale, Arizona ? 2009-Present
Specialists in hard-to-find coins and currency.
IT Consultant: Purchase and sell gold and silver bullion, jewelry, and numismati
c value coins. Oversee asset management of all inventory. Reconcile sales, purch
ases, and expenses.
* Installed a Point of Sale system to support start-up operations, and add inven
tory to system for real-time selling and purchasing of coins and supplies.
* Developed metrics to measure and track sales items under various categories. T
hese metrics resulted in determination of what products needed to be purchased o
n a regular basis and have in stock for the customers.
CSAA, Glendale, Arizona ? 2005-2008
California State Automobile Association - Insurance provider
Senior Manager, Resource Center - 2008: Directed Human Resources operations, per
formance and training initiatives, and skill-set development for a team of more
than 40 employees staffing a 24/7 Network Operations Service Desk and Work Order
group. Developed and captured metrics to measure individual performance against
goals and objectives.
* Develop process flows to coordinate the fulfillment of staffing requests by in
ternal resources.
* Built a skill-set database for all IT resources within the Resource Center Mod
el.
Manager IT Certification Services: Collaborated with business and IT groups to d
efine, plan, and manage the implementation of Certification Services capabilitie
s, enhancements, and future functionality. Aligned projects' IT components with
CSAA IT architectural strategies and SDLC processes. Ensured team members were t
rained in ITIL, Cobit, and CMMI methodologies. Guided project managers and IT se
rvice groups to ensure the execution of quality projects. Developed metrics to m
easure individual and department performance. Administered a $900K annual budget
.
* Introduced Lean Six Sigma methodologies to the IT department to support proces
s implementation and develop improvements in existing change management processe
s. Ensured key staff members received Master Black Belt training to implement th
e Lean Six Sigma program.
* Pared the review-board process from a 2-week roundtable meeting to a virtual m
eeting using electronic signature emails that took only 1 to 5 business days.
* Reduced the handling time of standard desktop application requests from 6 week
s to 4 weeks or less.
* Eliminated redundant requirements within the change management department, and
scaled back the number of forms required to implement changes to the production
environment.
KAISER PERMANENTE, Corona, California ? 2004-2005
Managed-care health-insurance provider.
Senior Manager, National Security Administration: Managed the Identification tec
hnical administrative staff for 9 regional offices nationwide. Allowed productio
n application access for nearly 200 applications on RACF Mainframe, Unix, and Ac
tive Directory platforms, serving a community of more than 150K end-users. Devel
oped visual diagrams ("swim lane" flowcharts) for existing processes for the int
ernal group and peer support services groups. Utilized Remedy to migrate and str
eamline freeform access request processes to standard change/problem management
processes.
DAVID LUEVANO ? Page 2 ? dl64f7c8@westpost.net

Kaiser Permanente (cont'd)

Facilitated informed decision-making among management by providing analyses of c
ost avoidance vs. cost savings. Developed performance metrics. Administered a $2
.5 million budget.
* Planned and directed the centralization of 9 Information Security groups into
a central location. Consolidated and centralized 24/7 ID administration function
s of international tech support groups into the ID administrative group.
* Chaired the Workflow Optimization group to streamline workflow processes withi
n the IT organization.
* Initiated new-hire process improvements to yield shortened timeframes for prov
iding access to all job-required applications.
* Improved the turnaround on processing requests by identifying the most request
ed applications and then developing model profiles for each one. Created a templ
ate for standard application access, resulting in criteria for automation and in
creased productivity without expanding staff.
* Provided requirements to the Design and Architecture group for future automati
on of ID provisioning.
VISA INTERNATIONAL, Foster City, California ? 2003
Consulting firm - All Star
Consultant / Project Manager: Created operational processes and procedures to ma
nage transaction processing for a new United Kingdom-based data center. Designed
and documented process workflows to coordinate and implement change request wit
hin foreign and domestic production environments.
MCKESSON CORPORATION, San Francisco, California ? 1998-2003
Providers of healthcare information technology, including electronic health reco
rds, medical billing, and claims management software.
Director, Information Security & Technical Services: Oversaw ID Administration a
nd Security Engineering departments, inclusive of 24/7 remote systems operations
, field tech support, transactional systems engineering, DB2, voice engineering,
platform engineering, and database engineering groups. Provided network access
to business and office ID applications for 4K users within the corporate office,
 national distribution centers, and the pharmaceutical division. Developed metri
cs to track viruses blocked from the production network. Expanded business relat
ionships. Negotiated maintenance and support contracts with such major vendors a
s IBM, Microsoft, and RSA.
* Implemented Information Security policies for 15K users across corporate headq
uarters, 4 data centers, 36 distribution centers, and other company divisions.
* Created notification and escalation processes to be followed when diagnosing a
possible virus attack.
* Initiated a project to install and manage firewall, intrusion detection, RACF,
secure remote dial-up and VPN access, anti-virus, and end-user/infrastructure s
ecurity policies.
* Streamlined production application access processes from 6 to 8 weeks to just
2 to 5 days for existing users.
* Implemented a secure corporate PDA solution for Palm/IPAQ/Blackberry platforms
.
BANK OF AMERICA, Concord, California ? 1985-1998
Full-service financial institution.
Vice President, Remote Systems Operations : Managed second-level problem determi
nation group with responsibility of 1,400 retail branch LANs supporting 30K work
stations on a 24/7 basis. Led the implementation of products and operating utili
ties for all supported systems. Served as the IT groups' Microsoft liaison, incl
uding the negotiation of Microsoft support, product management, and contract ter
ms. Oversaw negotiations of all service-level objectives and assistance to opera
tions units. Maintained and expanded metrics to measure individual and departmen
t performance. Managed a $5 million annual budget.
* Project-managed the consolidation of 9 teleservicing groups.
* Implemented PC/desktop 3rd-level support, developing process and procedures fo
r notification and escalation of changes and problems in production environments
.
* Directed the building of a new 22-person operations team to remotely manage 12
0 wholesale fileservers.