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ACCOMPLISHMENTS •Ran monthly Adhoc reports (providing general ledger account detail )which where presented to the director of business control •Successful production implementation of the HEAT Service Management system which replaced the in-house incident, problem, and change management ticketing system based on an older HP Peregrine Service Delivery system •Successful production implementation and offshore oversight of two Visual Basic 6 to VB.Net Infrastructure upgrade conversions initiatives, ensuring delivered code met company standards and information correctly processed against company databases •Lead technical resource to maintain system access for over 300 developers, including Aetna and Vendor partners •Application Development, Production Support and Application Implementation release support experience •Exceptional communication and organizational skills that translates into effective interaction with clients at all levels, executive management, vendors and peers •Critical member of a highly cross function team that implemented major/minor mainframe releases, supporting emergency code migrations and problem resolution Specialties: HEAT Service Management VB.Net Visual Studio 2005/2008 KPI Development MS Visio MS Projects MS Office IT Project Release / Production Support
As a contractor member on the SMO - Service Transition Team. I ensured all change requests are kept up-to-date in the ITSM tool (BMC Remedy). Assisted with the tracking and monitoring of IT changes through their lifecycle from submission to completion and closure. Reviewed IT changes to identify potential conflicts and risks associated with the requested change. Occasionally assisted the Knowlege Management Analyst with process document updates. Assisted in the oversight of changes to ensure the IT Change Management process is being followed correctly. Communicated areas of non-compliance to the Senior Change Management Analyst or the VP SMO Service Transition and maintain open lines of communication with IT Support Groups.
Business Operations, Operation Monitoring and +17 skills
• As the ATSV Specialized Tech Sppt NG Spcl. I was the acting ITSM Change Manager overseeing the daily ITSM Change Management oversight. • Generates and implements continuous improvement ideas • Influences direct reports, clients, and service providers to successfully deliver on business commitments • Sets and manages internal business partner expectations. • Participates in communications that involve obtaining cooperation on issue that may be complex or controversial • Responsible for facilitating the weekly CAB mtgs and approvals for all incoming change controls.
IT Change Control management • Ensure all processes and policies pertaining to Change management are up to date and followed. • Review change tickets for accuracy. • Review and approve all incoming Change Control requests • Ensure ticket workflows and lifecycles are followed. • Prepare reports and metrics relating to change management. • Work with IT business partners to review/discuss change management windows and proper change templates are available for use. • Developed a Master Post Implementation Review Policy, documenting the high level over view for performing change request post implementation reviews. • Facilitating monthly Change Management Training/Workshops • Implemented a monthly Change Request Post Implementation review • Implemented a Standard Change Request Quarterly Review process. • IT HiTtust, SOX, SOC 1, and SOC 2 audit support • Maintain and update all Change Control FCCB Boards. • Maintaining the change control excel documents
NGIC IT Operations - IT Availability / Change Control / Problem Management Group Project Management IT Change Control management • IT SOX audit support • Thorough review of all incoming change controls for discrepancies and errors • Assist with timely approval of all incoming change controls • Maintain and document Change Control processes • Responsible for the review and approval of any submitted Change Control requests • Maintain and update all Change Control FCCB Boards. • Maintaining the change control excel documents IT System Availability and Problem management • Developed policy for handling monthly Root Cause Analysis task reviews with mid-level in senior mgt • Managed all the KPI reporting for IT outages and change controls • Maintained and created incident / problem management process documentation. • Managed the Incident and Problem Management process • Developed and documented policies and procedures to implement formal incident management practices and associated metrics • Participated in system or application triage with support teams and / or vendors as necessary • Support 24x7x365 on-call rotation as needed • Maintained and updated System availability and Change SharePoint sites HEAT Service Desk Management Support
NGIC IT Operations - IT Availability / Change Control / Problem Management Group IT SOX audit support - Developed an excel reports based off requested SOX auditor sample criteria IT Change Control management - Thorough review of all incoming change controls for discrepancies and errors - Assist with timely approval of all incoming change controls - Maintaining the change control excel documents IT System Availability and Problem management - Developing SLA policies for the root cause analysis process - Assist with timely approval of all incoming change controls - Managing all the KPI reporting for IT outages and change controls - Document and follow up of all IT root cause analysis issues - Responsible for positing and closing of all IT Outages to the company intranet homepage - Maintaining the Outage excel documents - Developed various excel macros and KPI enhancements - Develop and maintain training documentation - IT Change management policy management IT Liaison for the HEAT CRM Implementation project - Researching and applying ITIL best practices to implement Heat Service management - Documenting current as-is system flow charts - Reviewing and approving technical design specification - Develop training documents for the new CRM Heat System - Project management