Develop, configure and optimize IT and Operations processes from inception through to start up and certification
Assess processes, take measurements and interpret data
Provide process documentation and operating instructions
11/12 - 08/16 ITSM Process Analyst / Training
Work with stakeholders to define and implement ITIL processes (Request Fulfillment, Access, Knowledge, Problem, SACM and CMDB, Service Catalog, and Release and Deployment Management)
Gather requirements, analyze, and work with developers to solution in Remedy
Develop and deliver project related documentation including Requirements, Use Case, User Acceptance Test Scripts, Requirements Tractability Matrix, Customer Response Matrix and Comment Adjudication matrix
Creating Just In Time videos and job aid PDFs for use to complete specific tasks deployed through Remedy Help Center for Incident, Problem, Change, Knowledge, Asset Import and Lifecycle, Release and Deployment, Service Request/Request Fulfillment, Technical Development Lifecycle (TDLC), Product Ordering, Software License Management, Software Distribution, and BIRT Reporting
Develop and deliver classroom training on process, technology, and how the technology drives and measures process
06/11 - 10/12 Specialist Senior / ITSM Process Analyst, Technology Group
Review contracts and metrics on vendors to determine service being provided and ensure appropriate level of service contracted
Evaluate application support organization to assess support model, redundancies in application functionality, risk to loss of intellectual knowledge, and begin data gathering for Service Catalog
Review Configuration Management process, identify gaps and provide recommendations for improvements
Evaluate Application Support organization for cost savings and implementation of best practices
Assess current state, define a vision for future state and develop a high-level Knowledge Management process model
Assist with development of training materials for ITSM technology - (HP BSM Suite, Remedy)
Work with Training Lead to help with strategy, project plan, design, development and deliver functional training for BMC Remedy.
Coordination of training logistics, planning the schedule of events, types of training, number of training sessions, facility requirements and track completion of training
Deliverable required working with managers across the organization to start gathering data for Service Catalog; using data to analyze support team performance and provide recommendations based on data; analyzing billing to look for cost saving opportunities.
Deliverable required evaluating current Configuration Management process, gathering requirements/as is information, providing a gap analysis, .recommendations and roadmap for improvement opportunities
12/10 - 6/11 Principal Specialist Strategic Communications
Development of training content of instructor guide and student guide based on ITIL processes, user procedures and work instructions for go-live, tool training content of instructor guide, user guide and lab guide for Remedy and HP classroom training, as well as development of Camtasia videos for eLearning. (Incident, Event, Service Catalog, Change, Configuration, Request, and Release and Deployment)
Created Enterprise Service Desk Operations Manual to facilitate immediate productivity for Service Desk Agents responsible for Incident, Event and Request Management which provided a reusable structure easily modifiable for use by other operations groups to develop team manuals and standard operating procedures.
Assist Subject Matter Experts with the development of materials for use in requirement identification workshops
01/07 - 05/10 itSM Team Service Manager (Consultant at MasterCard International)
Design and deliver process-model training and awareness campaign based on Information Technology Infrastructure Library (ITIL) to approximately 700 employees with 90% satisfaction ratings
Engage Business Owners, End Users and IT Staff for training analysis and participate in User Acceptance Testing to translate knowledge into user documentation, training materials and quick card references; as well as provide End User Training and eLearning materials
Key participant in gathering requirements and selecting itSM software application to drive and measure processes
Serve as Team Lead for cross-functional process design team defining and documenting processes based on ITIL best practices.
09/05 - 01/07 Analyst Lead
Selected to pioneer a newly created position as an IT Analyst working with division leadership to focus on communication, strategy and ITIL implementation including the facilitation of senior management meetings
Served as a project analyst on multiple high-profile projects and led project sub-teams for the Infrastructure organization
Worked with process improvement and total quality management initiatives throughout the Infrastructure and serve as internal ISO Auditor, consulting with stakeholders and sponsors to identify goals and objectives and clarify and update processes
08/03 - 09/05 Manager, IT - GNOC Monitoring Team (Global Network Operation Center)
Led diverse team through ISO certification with establishment of needed policies and procedures
Launched initiative to assimilate monitoring tasks for development teams and initiate cross-training standards
Defined appraisal objectives for all employees in Operation Services organization
02/01 - 08/03 Manager, IT Time period includes Management of both Internal and External Help Desks. Accomplishments include:
Implementation of developed merger plan to consolidate multiple Help Desks including the design of new team structures (resulting in reduced team turnover), defining job descriptions, roles, policies and procedures
Initiation of wait time messages resulting in increased user satisfaction, reduction in average speed to answer, abandoned calls and open tickets
Development and implementation of new performance dashboard making evaluations effortless
Refined interview process to increase effectiveness in hiring and retaining team members
Consolidation all first level support to a centralized location
Creating and implementing internal Service Level Agreements
Working as part of cross-functional team to design new ticket tracking system and creating company wide communications for changes
05/97 - 02/01 Help Desk Services Time period includes several roles with increasing responsibilities in Help Desk Services including Help Desk Lead, Network Administrator, Computer Support Specialist I and II. Accomplishments include:
Served as liaison between management, peers and end users to streamline departmental process and procedures
Traveled to field offices to build relationships, reviewed open trouble tickets for local and field staff and offered guidance on resolution and served as primary source for troubleshooting and communicating widespread issues
Organized training for new employees and helped to develop training checklist to decrease time to productivity for new employees
Served as first point-of-contact for support specialist troubleshooting problems and provided technical and just-in-time training and information
Creation of user IDs, responsible for maintenance communications, deployment of new hardware, cradle-to-grave trouble resolutions, consistency in meeting and surpassing departmental requirements