Objective



The objective of my career is to utilize my acquired skills in all facets of Information Technology Infrastructure Library ITIL, Incident, Problem, Known Error, Release Management, Change Management and Quality Assurance Management/testing to become an asset to the company that would choose me as part of their winning team.


Employment

January, 2008 -  Present
Microsoft Patch Manager

As the Systems Administrator and Change Control Manager, my responsibilities include the administration, development, deployment and change management of our ITSM application, Service-Now. Service-Now is a web based ITIL/ITSM software that we use for tracking incident tickets, problem tickets ; known errors, release management activities, change management activities, Asset and Inventory Management.
The essential job functions are
Performance monitoring of Service-Now systems to ensure that all systems are operational for efficiency
Maintaining data integrity in Service-Now by ensuring that information entered is complete and consist

Training new Service-Now users

Established and maintains Service Level Agreements and service objectives
Supports and enforces ITIL ITSM processes

As the change control manager, my responsibilities include the coordination of all changes, both software and configuration, into our production environment. As the Release Manager, my responsibility includes review all release quality assurance documents to send ensure the release is tested and ready for release to production. As the Microsoft Patch manager, I facilitate the testing and release of all Microsoft patches to our production servers.

August, 2003 -  January, 2008
Product Quality Analyst

As the Product Support Manager, my responsibilities include managing the day to day work flow of the product support team s technology support tickets according to ITIL best practices .I maintain close contact with our clients to endure their support issues are resolved in a timely manner .I am responsible for resolving their issues in a manner that when we deliver a quality fix that is production ready .I have the responsibility to ensure that our client s contractual service level agreements are met .I m responsible for the assignment of all technology support issues to my staff and for the follow-up with our teams when issues are moving through the queue to meet our SLA service level agreements.
My further support responsibilities include after hour s support of the software we develop for our clients. Along with a development team that rotates through support, I am the manager on call until 2 : 00 AM for our internal and external clients. We provide support during the day end processing should an issues arise that needs to be researched and a code fix shipped.

My responsibility in Change Management is to make sure that all code access is granted for our development department .I am responsible for our developers telling me when they have completed their code check in process so that the code access is restricted .I have the responsibility of reviewing code that is checked into our code repository which is Visual Source Safe .I am responsible for handling all documentation surrounding our Change Management policies and procedures which does include sign-on off on the scope of hot fixes with our clients, working with our IT Senior Managers to get approval for hot fixes and making sure that developers check code into all the designated migration code bases .I am responsible for creating an electronic department manual and a hard copy manual, writing all the procedures for day to day activities, creating work flow charts for Change Management, managing the day to day activities of the no Rock Change Management Team and creating and distributing management reports.
As the Product Quality Analyst, I am responsible for auditing all major releases, service packs and hot fixes that are released from the technology division. My responsibilities include reviewing all issues contained in the development process to ensure that we document process improvements, post mortem reviewing and providing analysis reports to our IT Senior Management.

February, 2001 -  August, 2003
Quality Assurance Manager

I have 2 years experience in developing, training and managing the Quality Assurance Team for the purpose of testing and certifying the quality efforts on the software we develop using proven QA methodologies. My responsibilities include overseeing project quality, testing and configuration management for multiple testing teams .I have a working knowledge of QA industry methodologies, a clear understanding of the software development life cycle and procedures .I have a 6 - year experience quality assurance, software development and understand the basics of programming.
My further responsibilities include : coordinating, developing and maintaining 1 or more comprehensive test databases define the strategy and approach for testing and quality V, coordinate, create and execute detailed test plans for existing and future mortgage loan system functionality.
Develop performance and stress test procedures for individual modules and components
Performing system testing on mortgage-related software products to ensure that they are functioning as intended prior to being released to clients. Such testing shall include but is not limited to verify the accuracy of data recorded in the Underlying SQL 7.0 database or its successors s.
Assuming ownership for the testing of various sections of the mortgage loans servicing system and ensuring that all sections have dedicated quality assurance owners.

Supervise and assist in training new hires as they rotate through quality assurance prior to assuming their permanent roles, either in the quality assurance department or elsewhere in the company.
Assist on a regular basis to provide level II client support for issues reported by clients. Such Support may include but is not limited to, recreating issues reported, assisting software development in their resolution and communicating the results to interested parties assisting the object design, product specifications and design and some software development for the various Enterprise ! Modules.
Design and develop new reports, interfaces and exports on all Midland software products.
Identify and assist in resolving any documentation discrepancies.

other manage ent tasks are required. These will include hiring and supervising the quality assurance staff, conducting performance reviews and participating in the annual budget review.
Responsible for working with new clients to help them establish a test plan for our application to fit their business needs.

July, 1997 -  February, 2001
Mortgage Software System Analyst/Project Manager

I was responsible for full life cycle project management .I handled the projects assigned to me from the Idea Phase to the Implementation Stage for our customers internal and external. My responsibilities include but are not limited to, creating project plans using tools like Microsoft Project 98 and Excel
Obtaining data requirements from the customers for the project creating scope documents for the programmers and vendors obtaining deliverables from the vendors or programmers creating the Quality Assurance test cases creating the test scripts administering all Quality Assurance Testing obtaining sign-off of each software enhancements administering the Implementation/Roll-out of each software enhancement.

Other responsibilities include creating the necessary Change Management forms to be submitted to the Change Management board once the project is completed, all training of any new enhancements for our clients and support staff. Lastly I am responsible for all second level support for our corporate help desk.

January, 1997 -  July, 1997
Area Manager

I was responsible for managing a chain of 9 hair salons in the Dallas/Ft Worth Metroplex .I had as few as 15 employees and as high as 50 employees reporting to me at any given time .I was in charge of interviewing, hiring and training new cosmetologist to understand the company s business policies, practices, methodologies and vision statements .I was responsible to continuing education for all employees and also for filling in as a cosmetologist myself when any of the salons were below staffing requirements on any given day.

August, 1995 -  May, 1996
Document Release Specialist

I was responsible for working closely with attorneys and title companies to research and release paid off mortgages loans in all states and counties. Also responsible for collecting mortgage release fees and depositing those fees into the corporate account. This position was obtained through an internal company transfer from Lomas Insurance Services.

July, 1989 -  August, 1995
Department Coordinator

Education

Training

Commercial Real Estate Certification
Commercial Real Estate Underwriting
I have taken the A+ Certification Course
ITIL Certified
ITIL/ITSM practitioner certification pending


Skills

Project Management, Management Classes, Data Analysis, Quality Assurance Test Scripts and Test Plan Writing, Technical Support 1st and 2nd levels Conflict Resolution
Cathy Walsh, Corporate Training Manager First Horizon Home Loan Corporation, Dallas Texas


Miscellaneous

And many other management classes
360 Degree Leadership Training Module
The 21 Irrefutable Laws of Leadership