SUMMARY:

• ITIL Certified IT Professional with extensive experience in IT Change management, Release, Configuration and Incident process management, global design and delivery, and project management.
• Proven track record of implementing procedures to streamline processes with keen technical ability to troubleshoot and create the right business solution.
• Led continuous improvement efforts to design and implement new processes for the Global Operations Change Management.
• Developed new IT Change Management processes that defined change types and implementation risk of implementing the change.
• Managed the Post Implementation Review process to review all implemented changes to ensure that they met their objectives and document any RFC that failed and had to be backed out.
• Served as Change/Release SME on the Global Change team to provide expertise on process and application enhancements requested by the team. and Curriculum Design
• Process Development / Improvement
• HP ServiceCenter Admin
• Enterprise Wide Collaboration
• Vendor Management
• Change & Release Mgt.
• Incident & Problem Mgt.
• Global Change App. Owner
• Sungard LDRPS application
• Communication
• Configuration Management
• Requirements Gathering
• Meeting Facilitation
• ITIL/ITSM Service Management
• Systems Design and Testing
• Client / Customer Relations
• Process Documentation
• IT Security Process Management
• Technology Evaluation

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Business Analyst

Responsibilities:

• Held overall responsibility for the Enterprise IT Change Management process.
• Developed new IT Change Management processes that defined change types and implementation risk of implementing the change. Documented in Word and utilized Visio for process flows.
• Created a new Change Management Policy, Process Guide and materials for associates.
• Delivered change management to all IT Associates. Utilizing PowerPoint, Classroom settings and Webex.
• Created a self - paced module that was included in the IT onboarding requirements for HR. (Webex)
• Developed a Change Management SharePoint site for easy access to the Process Guide, materials, job aids, approval checklists, CAB agendas and CAB minutes.
• Provided suggestions for continuous improvement in the Enterprise IT Change Management process, including but not limited to improving tools, updating processes and outputs. Documented in Excel and PowerPoint
• Developed a ‘Maturity Road Map’ for future enhancements to the Change Management Process.(Excel)
• Reviewed RFCs for compliance and adherence to the ACS Change Management Policy.
• Facilitated CAB meetings and approval of RFCs. (WebEx, Excel and PowerPoint)
• Collaborated with Incident, Release and Problem Management on strategic planning to build a solid ITSM Program aligned with the ITIL framework.
• Initiated the review of major incidents and failed changes during the CAB meetings to help understand what happened and how we can avoid this occurring again.
• Utilizing Excel created metrics to communicate to management our current state and what we need to improve.
• Responsible for Policy Management of IT Security policies, standards and procedures.
• Ensured that all IT Security Policies were updated and met the PCI audit Requirements. (SharePoint, and Word)
• Responsible for resolving all PCI Audit findings related to Security Policy issues. (SharePoint)
• Updated and facilitated management approval of 35 IT Security policy documents. (Word and SharePoint)
• Worked closely with the Executive Policy Officer to ensure that the IT Security policies were in compliance with the Confidential enterprise requirements.
• Developed the Incident Response Plan documentation. Plan was documented in Word and Visio)

Confidential - Atlanta, GA

Business Analyst

Responsibilities:

• Developed the Lifecycle Management process (LCM) for the Confidential Data center.
• Utilized excel and face to face meetings to facilitated requirements gathering sessions with key stakeholders.
• Documented the current state failover capabilities of the applications in the PCI environment using Excel.
• Translated business requirements into functional specifications. (Excel and Word)
• Defined and documented functional requirements, use-case modeling, and business process flows. (Excel and Word)
• Interviewed datacenter support teams and business clients to document current state and gather requirements for future state LCM. Documented current state and requirements in Excel,
• Researched best practices for Life Cycle Management, Asset Management and End-of-Life.
• Identified process gaps for moving hardware and software thought the LCM process. (Excel)
• Created presentation for the Director of the Datacenter using PowerPoint.
• Compiled Data center hardware and application inventory and mapped to Business Units for budget planning in Excel and Visio)

Confidential - Atlanta, GA

ITSM Business Analyst

Responsibilities:

• Developed the 'Standard Operating Procedures' for Incident and Change Management processes used by the Security Operations Center in the support of our Client's secure PCI environment.
• Coordinated and facilitated requirements gathering sessions with key stakeholders. (Support Teams and Client)
• Defined and documented functional requirements and business process flows using Visio and Word.
• Documented support process flows for the security system RunBooks in Word and Visio.

Confidential, Atlanta, GA

Global IT Change Coordinator/ Business Analyst

Responsibilities:

• Monitored RFCs for compliance.
• Performed impact analysis and recommended RFCs for CAB review and approval.
• Facilitated weekly Change Advisory Board meetings and ECAB as required, prepared and distribute meeting agenda and minutes, created and published metrics.
• Conducted Post Implementation Reviews and reported results to management. Tracked all change exceptions and failed changes using SharePoint and Excel.
• Provided ongoing on the change process and change application to end-users.
• Coca-Cola Data Center Move:
• Led effort with Coca-Cola and HP project manager to define and manage the change process used for the Coca-Cola datacenter move from on-site Coke to HP datacenter facility and a new Company offsite data center.
• Implementation of the Change Management ServiceNow module.
• Participated in design / requirement sessions, train the trainer classes and user acceptance testing.
• Provided initial and ongoing for global Associates and contractors. Also provided on developing ServiceNow reports.
• Served as Change/Release SME on the Global Change team to provide expertise on process and application enhancements requested by the team.
• Provided leadership on service improvement programs to
• Reduce the number of Emergency changes,
• Improve the information documented in the change record,
• Implement Standard Change process
• Re-write the risk assessment calculation in the Change module.

Confidential, Atlanta, GA

Sr. Business Continuity Planner

Responsibilities:

• Facilitated the development and build out of Business Recovery Plans with Lines of Business, utilizing the LDRPS application.
• Created project plan for 2010 Confidential (BOA) Corporate Banking Business Continuity Plan update. Executed plan through use of client interviews, development of the Functional Taxonomy and Business Impact Assessments for 19 BOA Lines of Business. Analyzed and restructured the data from the 2009 plans to the format of SunGard’s LDRPS (Living Disaster Recovery Planning System).

Confidential, Atlanta, GA

Global IT Change Management Manager

Responsibilities:

• Led Global Change Management process to align company with industry standards.
• Chaired weekly Change Advisory Board (CAB) meetings and Emergency CAB meetings as required,
• Reviewed and analyzed all changes for accuracy and processed for technical and manager approval. Created and published CAB and ECAB agendas, chaired all review meetings, gave final approval after all requirements were met, created and distributed change schedule (Forward Schedule of Change).
• Managed the Post Implementation Review process to review all implemented changes to ensure that they met their objectives and document any RFC that failed and had to be backed out.
• Coordinated efforts with CMDB team to ensure CIs were updated correctly in the CMDB.
• Led Release planning and scheduling meetings for Maintenance Weekend planning efforts to review RFCs and obtain Senior Management approval.
• Reduced unplanned changes by 60%. This was accomplished by applying Six Sigma principles to the Global Change Management Process by developing a Process Management Control System (PMCS).
• Led continuous improvement efforts to design and implement new processes for the Global Operations Change Management.
• The processes included an automated approval workflow, geographic locations approvals, automated notifications to stakeholders and approvers, automated link to the SAP change management tool, link to the Server Inventory and application database, “Pre-implementation Testing Results” and “Post Implementation Review”.
• Led projects with developers to design and implement system enhancements for the Global Operations Change system. On an ongoing basis, developed materials and facilitated classes as changes warranted which allowed company to meet audit requirements and integrate the change management process globally.
• Led project with Siemens and the European Change Management team (EU CM) to design enhancements for the Global Operations Change Management system that enabled the sunset of EU Change Management.
• Participated on the SAP Change Management team to ensure that infrastructure changes impacting SAP followed the SAP change management process, Facilitated discussions between SAP and infrastructure teams to negotiate implementation dates and times when necessary.
• Led planning efforts with Corporate Finance to ensure changes would not occur during financial submissions and closings, these efforts resulted in a better working relationship between SAP and Infrastructure teams and 80% fewer SAP related changes being implemented outside the SAP process.
• Developed and conducted for users of the Global Operations Change Management system using both classroom and WebEx sessions. (Webex and PowerPoint)
• Collaborated with Sr. Management, HP, IBM, Orange Business Services and Sprint to create Vendor Change Management Process.
• Led initiative to select vendor for in-house ITIL of company associates.
• Delivered ITIL Basics and ServiceCenter Incident Management to associates and vendors in Atlanta, North America and all global locations. Led sessions using Web-ex, classroom and self-paced instruction
• Provided 2nd level admin support for ServiceCenter Incident Management module.