Summary




Committed, self-motivated Enterprise Change and Problem Manager with 16 years of IT experience.
5 years of experience working with outsourcer ; disparate international teams.
Outstanding analytical and process development skills ; excellent communication, interpersonal and collaboration skills.
Recognized by management and peers for improving Enterprise Change Management, Release Management and Project Implementation Processes.
Seeking an opportunity in a challenging environment with opportunity for growth. SPECIALIZED SKILLS Enterprise Change and Problem Management



Employment

1988 -  2009
Requirements Analysis/Quality Assurance PROFESSIONAL

Skills

Quality Assurance and Software Testing
Writing Skills for IT Professionals Internal Consulting Skills for Technical Professionals Performance Management Project Management Agile Process Managing Multiple Projects Business Integration Power of Influence : Managing Without Authority Creative Thought for Challenging Times TECHNICAL EDUCATION and TRAINING CA Software Change Manager Performance Management Electronic Forms Systems Sprinter Elixir Documerge Service Center Change/Incident/Problem Management tool V4, V5 and V6 Tenrox Time Management system Silk Segue automated testing tool Michele Jarvis H C


Miscellaneous

Director - Enterprise Change and Problem Manager, IT Infrastructure Services Coordinated Microsoft Patches, Solaris Patches and Service Pack upgrades to bring all infrastructure to current levels for Compliance.
Developed and enforced Change Management Process using ITIL concept and best practices.
Initiated and developed Collaboration Process to improve working relationship between company and outsourcer.
Developed Change Management Process to comply with Sarbanes Oxley requirements.
Developed Incident/Problem Management Process.
Owned and maintained Sarbanes Oxley Change Management controls.
Led Change Governors and Change Lead groups to improve Change Management.
Mentored Change Leads in understanding the Change Management and Incident/Problem processes.
Managed Phoenix s use of outsourcer s Change and Problem Management tool.
Developed ID security access structure, approved all ID additions/changes, established guidelines for proper use and mentored/counseled staff.
Trained all Change Management application users to use outsourcer s tool and follow Change Management Process.
Developed RFC Request for Change Template.
Worked closely with outsourcer, to design standardized reports and metrics, to manage Change and Problem Management processes.
Reviewed and analyzed Change and Problem reports and metrics to improve system stability.
Managed Compliance and Risk for Change and Problem Management.
Reviewed, analyzed and approved all changes to communications and organizational Change Management plans.
Provided analysis, requirements, testing, user access, training plan and implementation of Change Management application.
Hosted Change Management meetings.
Mentored outsourcer Enterprise Change Managers.
Enterprise Release Manager, IT Program Management Office Coordinated Project Releases and supervised Project Implementations.
Mentored Phoenix and EDS Project Team members in Release Management and Project Implementation planning and execution.
Initiated and developed Integrated Delivery processes for Project Implementations across multiple areas.
Managed Compliance and Risk for Project Implementations.
Developed Project Release Management Policies, Procedures and Guidelines based on Sarbanes Oxley requirements.
Assessed Implementation Risks and developed Strategic Plan to mitigate risks.
Developed Phoenix Change Management process.
Was responsible for analysis, requirements, testing, user access, training plan and implementation of Change Management tool.
Served as a Change Governor.
Mentored Project Team members in Project Management Office practices.
Implemented Release Review process to improve Project Release procedures.
PROFESSIONAL EDUCATION and TRAINING