Objective



To control the lifecycle of all Requests for Change that will minimize incidents and disruption s to IT services. Provide risk assessments and critical processes that ensure request for change scheduled for deployment to the IT Infrastructure are carried out in a repeatable, consistent manner.
Education/Training/Certification
University of St.Thomas, Engineering and Technology Management, MS, 3.0 GPA 2010
Concordia University, Organizational Management and Leadership, BA, 5/2001 3.6 GPA
ITIL Service Management Foundations Certification V.2 Number 82369 New Horizons
Tools HP Open View, Service Center 6.2, Peregrine, Remedy and HP Open View Node Manager.


Employment

September, 2007 -  September, 2008

Project Transitions or Knowledge Management Engineer
Tasked to gather project requirements, deployment/roll out schedules and dates, installation procedures, pilot roll out s and review s, created and published FAQ s.
Identified new projects, developed and communicated processes and procedures.
Served as the SME subject matter expert in Knowledge Management.

Interface with stakeholder representatives to define governance policy, processes, procedures pursuant to emerging requirements for a joint enterprise portal solution employing group facilitation and consensus building skills.
Maintained knowledge portal, databases and documents that provide information to technical staff and end-users.

Change Manager Contract
Responsible for the support of the roll out of the new HP Open View Service Center 6.2 Tool for Change Management from Peregrine Service Center.
Gathered tracked and provided metrics for departmental reporting. Responsible for development testing for new releases. Approved RFCs in the CAB and TRB meetings.
Managed the day-to-day review and approval process for change management
Responsible for submitting and testing new enhancements in the test environment so that they could be implemented into the Production Environment through the change process as a result of user requests.
Completed testing, deliverables and milestones in a timely, quality manner, as prescribed by the defined SLA that supported the tool rollout for HP Open View Service Center 6.2.
Structured by ITIL concepts and procedures and driven methodology.

Completing tasks defined in the work plan and communicated all status reporting in a timely manner.
Developed and implemented the Post Implementation Review for any changes that completed with issues, backed out or backed out with issues. Provided RCA for Problem Management.
Defined Project Issues and developed solutions so that project tasks remained on schedule.

I was involved with tracking the test results new enhancements requested by the end user community and providing one-on-one training.

January, 2006 -  January, 2007
Incident Manager

Championed, monitored and enforced established change management processes and procedures that are specific to request-for-change RFC control of the production environment.

Analyzed and understood the change to existing functionality and assessed the potential impact/risk on other applications in the environment.

Identified potential risk and issues before implementation, escalated to Release Managers.

Prepared and updated the migration plan to define the application or infrastructure component that the RFC would affect.

Monitored the network using HP Open view Network Node Manager. This was used to monitor systems status of Servers, Routers, Switches and Hubs. You were notified of possible Problems through alerts sent to pagers, digital phones and other wireless devices. The on call mechanism enabled the alerts to be sent to individuals that were on-call

Followed up on completed RFC s in the release to insure quality and completeness.

Participated in 24X7X365 on call support for Change, Problem, Incident and Release.

For audit purposes, made sure that all documentation accompanied each RFC. Made sure that all applications and infrastructure configuration items were listed appropriately so that they are updated in the CMDB configuration management database.

Managed RFCs through the Forward Schedule of Change in the peregrine tool. Published daily updates to Forward Schedule of Change during the Release implementation cycle.
Utilized the Incident Management process to acknowledge, route, escalate and report on Incidents that impacted the enterprise and the mission and mission critical systems. This included resolution, documentation and communication.
Communicated incidents to internal and external audiences and coordinated service restoration as quickly as possible.
Periodically audited the Incident Management process and recommended corrective action or opportunities for continual improvement. Customer oriented with strong attention to detail and process. Ability to communicate written, verbal and listening with internal and external customers.

Provided training, communication, coaching and mentoring to other IT support staff to improve adoption of Change/Release/Incident and Problem management processes, resolved deviations.

Engaged technical resources across organizational lines to pursue and achieve incident resolution. In the role of a Major Incident, track, own and communicate the status of major incidents to appropriate customer groups and IT Management. Ensure the efficient escalation of incidents and coordination of activities between technical support tiers
Managed approvals for implementation in integration and production. Change Management process life cycle. Managed the Change Request mailbox and queue. QA approvals for SOX Sarbanes Oxley. Production job scheduling in the Forward Schedule of Change.
Scheduled and Chaired the Technical Review Board and Change Advisory Board, post implementation reviews and manage escalated unscheduled change requests to the Management Review Board.

Participated in Problem Management to drive root cause analysis of problems and eliminate repeat issues. Owned problems, was accountable and decisive for all actions necessary to get resolution. Communicated with all levels of the organization, from highly technical to key business leaders both internal and with external customers.

Merrill Corporation Perm Supervisor Operations Support 10 Team Members 01/27/2004 - 08/08/2005

Effectively managed a cross-functional team of support technologist and user support professionals.
Extracted data from a wide variety of compressed files from the Microsoft suite. We produced the resulting information in an industry standard format best suited for the litigation case. Printed documents and imported them into the Merrill Discovery Navigator Repository.
Provided requirements for Merrill's global printing projects, testing and new enhancements.

October, 2000 -  October, 2001
3 Team Member

Provided presentations to the company and conducted customer surveys.
Monitored, measured and improved the business processes on a continual basis.

Created and established team goals and objectives.

United Defense Perm Manager-Help Desk Services 10 Team Members 05/15/1997 - 10/05/2000

Established and enforced Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.

Analyzed performance of Help Desk activities and documented resolutions, identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems.

Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.

Prepared budget proposals and operational expenditure statements.

Collaborated with other departments to identify and procure Help Desk software for internal staff and external clients.

Conducted research on emerging products, services, protocols and standards in support of help desk technology procurement and development efforts.

Liaison with vendors for the procurement of new systems technologies, oversee installation and resolve adaptation issues.

Managed the process of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

Designed and enforced request handling and escalation policies and procedures.

Coordinated and perform hands-on fixes at the desktop level, installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications.

Tracked and analyzed trends in Help Desk requests and generate statistical reports.

Identified, recommended, developed and implemented end user training programs to increase computer literacy and self-sufficiency.

Developed and disseminated, help sheets, usage guides and FAQ list for end users.

Attended Help Desk Institute training seminars, conferences and trade shows to broaden knowledge of current and future Help Desk issues and technologies.

Developed implemented and administered help desk staff training procedures and policies.

2008 -  Present