Skills

• Incident Management Release Management Service Operation
• Problem Management Configuration Management Continual Service Improvement
• Change Management Service Level Management Executive Presentation
• Availability Management Knowledge Management ITIL Maturity Assessment
• Capacity Management Service Delivery Process Documentation

Experience

Confidential

Business Analyst Principle Lead

Responsible for managing ITSM/ITIL processes that control the successful delivery of application and network services supporting the Information Technology Integration Program ITIP for the Transportation Security Administration's infrastructure.

Confidential

LinkedIn Recommendations

• I have had the pleasure of working with Veronica for over a year and highly recommend her as an effective Service Delivery Manager. She oversees our Capacity and Availability Management organizations and has been very effective in that role. Veronica is an excellent worker and manager. Her work products and relationship with her staff and customer are exceptional. Veronica has never declined an assignment and has always approached her work with a positive attitude. Highly recommended March 22, 2013, Bill Moore, CSC manages Veronica
• Veronica is a seasoned ITIL practitioner who leads by example. She pulled together a number of reports related to Capacity and Availability Management for deliverables on a contract as well as for an ISO 27001 review. She also was a lead in conducting field analysis of network capacity issues experienced by a number of sites that resulted in a recommendation for increasing their bandwidth.

Confidential

Program Manager

Confidential is a very detailed technical writer and very dependable. She makes the standard when it comes to deliverables. She steps up to the plate to ensure that her team will make it even if she has to be part of her team. She is a great team player and if you ask for her assistance she never lets you down.

Confidential

ITIL Engineer

Developed and delivered IT Services Management ITSM solutions based on ITIL best practices that focused on the people, process, and technology perspectives of providing commercial and federal business solutions. Projects included the following:

Internal Projects

• Developed documents required to capture information for the delivery of an Opalis proof of concept to clients interested in IT Process Automation ITPA . Documentation includes workshop PowerPoint's, agenda, evaluation sheet and roadmap template
• Conducted Assessment Portal proof of concept and presented results to management for a presales solution to provide clients a maturity assessment prior to an IT process alignment initiative
• Wrote Hot Off the Press topic for itSMF USA Fusion '10 conference Understanding Why Tools Support Process not Vice-Versa
• Assist Windward Human Resource department with identifying and interviewing ITIL Consultant candidates

Defense Information Systems Agency

• Conducted Maturity Assessment to determine organization's level of maturity within Release and Deployment Management Process and created as-is documentation
• Completed gap analysis between as-is created to-be documentation that supported the ITIL v3 framework for service management

AboveNet

• Assisted client in determining appropriate foundation data fields for implementing Configuration Management Database CMDB load
• Documented current Event, Incident, Problem and Change Management processes for future Continual Service Improvement CSI initiatives

Space and Naval Warfare

• Developed Change and Release Management Process Guide to ensure Enterprise Network Management System/In-Service Engineering Agent ENMS/ISEA team's ability to implement changes into the environment without jeopardizing the mission
• LinkedIn Recommendations
• Confidential is an excellent IT service Management consultant. I have had the pleasure of working with her on several ITSM/ITIL implementation efforts and she has shown great effort and attention to detail in all of our customer deliverables. Her excellent technical writing, communication, analysis skills and real-world operations background make her an excellent go-to resource. My highest recommendation Confidential ITIL Consultant
• Confidential showed the valuable ability to jump into a new venue and tackle integration of multiple processes into an operational environment. She definitely is one of the most resourceful professionals I have had the pleasure to work with. January 21, 2010 Carl Schlitt, Senior Consultant

Confidential

Sr. ITIL Business Analyst

• Subject matter expert for Enterprise Change and Release Management responsible for the development of process guides, flowcharts and help documents to assist 8,000 users migrating from HP Service Desk to HP Service Manager
• Ensures that standard IT processes and practices are defined and implemented in accordance with ITIL and other industry best practices
• Managed/developed project deliverables i.e. project charter, RACI chart, status update, process definition document, etc.
• Developed knowledge items, use cases, adoption strategy, communication plans and training modules integral to the implementation pilot of Service Manager utilizing the principles of ITIL and SDLC.
• Facilitate working group sessions with the business to identify and drive requirements.
• Engage the testing team with the business team in requirements gathering to ensure proper and effective testing, defect reporting and resolution to meet the customers' needs
• LinkedIn Recommendations
• I was impressed with Veronica's ability to apply her industry knowledge of Change Management to our company's Change Management practices. In addition, her approach was always professional even when faced with situations that diverted greatly from the 'theory' of Service Management. She is great to work with and a great person. September 19, 2009 Roy Trout, Business Analyst, State Farm Insurance
• I found Veronica to be a breath of fresh air to work with. She was always someone I could count on for good ideas and showed herself to have very good business acumen.
• Her knowledge of Release and Change Management would be a huge benefit anywhere she may work. September 17, 2009 Anatoli Yefimov, ITIL Implementation Consultant, TEKsystems

Confidential

Sr. ITIL Business Analyst/Reengineer

• Subject matter expert for Incident and Problem Management responsible for developing processes and procedures to reduce/eliminate system/network outages utilizing the principles of ITIL and SDLC
• Developed Incident Management playbook, RACI chart, use cases, standard operating procedures SOPs and flowcharts during implementation pilot for effective management of incidents
• Evaluate BMC Remedy Tools to define mandatory fields and data required for accurate metrics development to facilitate efficient root cause analysis and promote continual improvements in processes and procedures

Confidential

ITIL Consultant

• Subject matter expert responsible for managing General Motors' IT problems from identification to resolution and the implementation of corrective actions.
• Problem Manager responsible for enforcing standard procedures across multiple performing suppliers within North America including Canada and Mexico
• Monitor and evaluate performing suppliers to enforce strict compliance to standardized work processes related to Severity1, Alpha, and Red incidents.
• Facilitated weekly Root Cause Analysis review with performing suppliers and GM to help identify action items that will prevent the reoccurrence of the root cause of the incident
• Responsible for continually driving forward the problem management process and developing proactive activities through trend analysis
• Developed GMNA technical processes including desk procedures, runbooks, process guidelines, etc.
• Created/Implemented pilot closure process for global operations management
• LinkedIn Recommendations
• I hired Veronica early in 2006 to work on a large automotive account as a Problem Manager. She was assigned to a very demanding customer in one of regions. Throughout this assignment, Veronica was a consummate professional and worked closely to build the relationship with that customer. Her work ethic is unparalleled during the time she worked for the account she was there everyday continuing to make improvements to process and working diligently to ensure that the end product was satisfactory to the customer. I recommend Veronica highly as an ITIL professional. October 22, 2009 Denise Bove-Manfredi, Global Services Manager, IBM

Confidential

Systems Engineer

Windows Systems Engineer assigned to the Server Operation Center within Ford Motor Credit's datacenter responsible for monitoring 300 Windows 2000/3 servers.

Confidential

Windows Administrator

• Windows Administrator located in General Motors Technical Datacenter with the responsibility of managing the network infrastructure supporting 70 servers in multiple facilities.
• LinkedIn Recommendations
• Roni was part of my team at GM. She was on the early team members who helped us set up our Service Desk at GM-NADC. She was extremely adept and I asked her to take on more and more responsibility. She blends good technical skills with good people skills and work habits. She is diplomatic, detail oriented and tenacious. She was a pleasure to work with and was a valued and well liked member of our team. May 17, 2009 Jennifer Dingell, Incident Manager, Hewlett Packard

Technical Skills

• WebEx Windows NT/2000/XP Microsoft Office all versions
• Lotus Notes 8.5 Web 2.0 Remote Desktop Connection
• HP OpenView Snag-IT BMC Remedy AR System v7.1
• HP Service Desk HP Network Node Manager HP Service Manager
• Veritas Backup Executive MS Communicator Orion SolarWinds
• BMC Patrol NetIQ Application Manager MS SharePoint
• NetOP Remote Control MS NetMeeting