It Change Management Sr Analyst Resume
Dallas, TX
TECHNICAL SKILLS:
Applications: Microsoft Suite (Outlook, Word, Visio, Excel, Skype, etc…), ServiceNow(Jakarta), Remedy, Exchange Server 5.5 2000, 2003, 2007, 2010, Blackberry Enterprise Server, Veritas Backup Exec, CommVault Backup, Symantec Antivirus, Remote Desktop, PC Anywhere, Clarify, Serena Test Track eRoom, WebEx
Operating Systems: Windows Server 2000, Server 2003, Server 2008, Mac OS, Unix
Technical Knowledge: Active Directory, VPN, SQL, VMWare, SharePoint
EXPERIENCE:
Confidential, Dallas, TX
IT Change Management Sr Analyst
- Managed and Implemented technology operational and transitional processes
- Created roles and responsibilities needed for process areas
- Designed and lead improvement and integration of Change Management processes, creating more effective and secure methods to manage configuration items and technological changes
- Lead role in Process improvement initiative for Confidential Change Management procedures and tool (ServiceNow).
- Provided onsite Command Center Support for the 5 million dollar Lone Start (Amadeus One Reservation System) project
- Supported the Lone Star Project by Implementing and facilitating 5 extra Change Advisory Board sessions per week
- Supported Vision project by facilitating 10 additional Change Advisory Board (CAB) meetings a week
- Core responsibilities include the governance and day - to-day tasks execution for Change
- Participated in the conception, documentation, deployment and of ITIL Service Support Principles, standardizing Enterprise policies. Instituting repeatable processes, procedures, and work instructions, utilizing ITIL Best Practices framework
- Responsible for generating and analyzing Change/Release records for the identification of trends, to drive action plans to eliminate deficiencies within the Governance and ITSM practices
- Review, Authorize or Deny changes in conjunction with Technology Leadership
- Issue and revise Change calendars and schedules
- Facilitated user and compliance with Change process and procedures
- Produce and Analyze Change Record Reports to determine trends and drive action to improve trends in a positive direction
- Support and enforce Technology Policy/Procedures/Processes (including policing rogue Changes)
- Liaison with all necessary parties to coordinate Change and maintain relationships
- Manage the end to end process in conjunction with team members and partners
- Provide for and analyze reports regarding activities (including success/failure, and customer information)
- Prepared PCI compliance documents and presented to outside auditor
- Provide data analysis on Change Mgt KPI’s in support of monthly leadership meetings
- Participated in Service-Now DASH 2.0 and 3.0 regression testing
- Developed improvement items for Change workflow via CAGE requests
- Helped drive Standard Changes over 40% achieving a key Service Management
Confidential, Dallas, TX
IT Change and Release Management Analyst
- Manage all aspects of releasing new desktop products, services, and enhancements to the production computing environment
- Coordinate the scheduling and deployment of software upgrades and desktop configuration and security changes
- Oversee Change Management function for awareness and support of release efforts, ensuring compliance with department approved processes and procedures
- Ensure external customers and other parent company IT partners are informed of pending changes prior to implementation
- Communicate ongoing release status and schedule changes to internal department management
- Create and assign change records to the appropriate deployment technicians
- Work closely with the Quality Assurance function to ensure software bugs and defects are addressed prior to moving to the next stage of the release process
- Chair change Advisory Board meetings
- Serve as customer contact point for conflict resolution of questions pertaining to the scheduling of all changes to the desktop computing environment
- Maintain the annual release management calendar for desktop changes
- Develop and maintain comprehensive release plans
- Follow up on all deployments to verify and quantify whether or not those deployments were successful
- Develop and implement ITIL based release management process
- Define standards and write procedures for change and release management
- Lead efforts to establish and improve upon change and release management process improvements and enhancements
- Conduct change and release management statistical analysis and reporting
Confidential, Dallas, TX
Manager, IT Change Management
- Consultant in Release Management weekly deployment meetings
- Manage and communicate freeze calendar dates using SharePoint and Excel
- Work closely with Release Managers on all releases to assure deployment goals are met
- Assess the impacts that release schedules will have on the business and organization
- Consultant for Release Management on release management process improvement strategies
- Consult and collaborate with Project Management on major and minor projects
- Coordinate and facilitate change requests for essential business processes and technical systems
- Responsible for Change Management audit reporting and response to audit inquiries
- Review and authorize the planning and implementation of all requests for change (RFCs) using ServiceNow
- Oversee the Change Module piece of ServiceNow upgrade to model Fuji
- Liason to upper management communicating change, release, and project activities
- Change Management point of contact for management over Enterprise Incident and Problem Management
- Change Management point of contact for management over the various development and testing teams
IT Change Management Analyst
- Consulted the Release Management team in their weekly deployment meetings
- Managed and communicated freeze calendar dates
- Worked closely with Release Managers on all releases to assure deployment goals are met
- Assessed the impact that the release schedules will have on the business and organization
- Applied a structured methodology and led change management activities
- Chaired Change Advisory Board meetings
- Led Change Management Information Sessions, which teach new and existing SCUSA employees how to create, modify, and submit changes properly
- Trained SCUSA employees and contractors in the entire Change Management process
- Assessed the impact that the change schedule will have on the business and organization
- Completed change management assessments
- Created change management strategies
- Identified areas of resistance, completed measures to eliminate issues or rework proposed changes
- Identified, analyzed, and prepared risk mitigation tactics
- Prepared sound strategies of managing tasks of implementing changes, which involve communication,, resistance management strategies for example consulting and collaborating with project teams
- Provided reports to define and measure metrics using ServiceNow
- Supported Change Manager with detailed reports of change, release, and project activities
- Coordinated efforts with specialists in the Enterprise Incident and Problem management teams
- Coordinated efforts with specialists in the various development and testing teams
Confidential, Dallas, TX
IT Change Management/Release Management/Project Coordinator
- Managed infrastructure releases, such as Microsoft Exchange 2010 upgrades and Microsoft Windows Server 2008 installations
- Part of the Release Coordination team that built the IT Release Calendar for the software that went into the production environment
- Worked closely with Testing and QA engineers to verify that the software was actually ready to be released into the production environment
- Chaired Change Advisory Board meetings to discuss the release and any conflicts
- Coordinated Go/No Go activities, making sure the checklists were taken care of and the execution plan was followed
- Conducted sessions with Business Partners regarding Change Management processes in Remedy
- Allocated and managed project resources, measured progress and made course corrections to ensure projects are completed on time
- Managed / mitigated issues and risks associated with projects and applications
- Facilitated communication and negotiation of commitments within the team and with functional management
- Communicated project status to projects senior leadership and stakeholders via weekly status and dashboard reports
Confidential / Confidential, Dallas, TX
Systems Administrator
- Installed and Configured Exchange 2007 CCR, Hub Transport, CAS, into Exchange 2003 environment
- Part of Architecture team for new Exchange 2007 environment
- Moved Exchange 2003 mailboxes to Exchange 2007 mailbox servers
- Migrated Exchange 2003 Public Folders to Exchange 2007
- Performed Change Management processes
- Performed all day to day Exchange Administration for Addison site and all Legacy Exchange sites
- Upgraded Windows 2008 Service Packs, and Exchange 2007 Service Packs/Roll Ups
- Set policies for mailbox size limits and Connector Send/Receive limits
- Created Site to Site and Iron Port to Exchange Connectors
- Created Change Control Requests for any/all server work
- Installed ForeFront on all servers in Data Center
- Setup VM machines using ESX 4, upgraded VM Tools & installed patches
- Managed VM environment for Disaster Recovery environment
- Implemented shutdown matrix for Data Center in case of power outage
- Created Visio Diagram of all Data Center servers for inventory purposes
- Installed/Configured DNS/WINS servers
- Migrated DHCP scopes between 2 AD Sites
- Installed Windows 2008 Domain Controllers
- Demoted Domain Controllers
- Installed/Removed Dell 2900, 2950, 6600, etc, from racks. Wired to KVM switches
- Exchange 2003 Organization migration from one Org to another Org
- Used Remote Desktop to connect to Exchange System Manager on over 10 Administrative Groups with 20 plus Exchange servers
- Setup mirror of Exchange Organization in the new Organization
- Used tools such as Migration Wizard and Exmerge to get all mailboxes to new Org
- Moved Exchange 2003 Public Folders between Organizations
- Proficiently used ADUC to remove Exchange attributes and to look at AD accounts
- Performed AD cleanup using ADSIEDIT
- Deleted mailboxes from within the store using ESM
- Migrated AD shared drives between Confidential and Elk Domains using robocopy
- Added/Removed mailboxes from AD account
- Performed daily backup tape maintenance and inventory using CommVault
Confidential, Dallas, TX
Installation Engineer
- Systems Administration for Pharmacy 2000 application, installed on Win 2003
- Customer consulting, onsite face to face relations with Pharmacist & pharmacy staff
- Worked onsite with various Pharmacy and Medical sites, setting up Robotic automation
- Installed and configured Windows 2000/2003 servers/workstations to run Pharmacy 2000 workflow systems in Pharmacies
- Configured LAN/WAN IP addresses, subnet masks, default gateways, DNS
- Configured all automation to include Acumed, Baker Cells and RDS to run with P2K
- Trained pharmacy personnel on usage of Pharmacy 2000 and Robotic Dispensing System
- Configured SQL to run P2K databases
- Setup of Robotic Dispensing Systems (RDS) at client sites
- Set NT Backup schedules
Confidential Dallas, TX
Site Administrator
- Created, administered and maintained Enterprise eRooms for Confidential Internal, External and ITAR/EAR permitted/prohibited environments
- Troubleshot access problems to eRoom, both on the LAN and Externally (VPN)
- Delivered high quality and timely incident resolution to eRoom users on numerous issues
- Educated users on database purposes/usage and created Enterprise databases
- Assisted in monitoring and follow-through of open issues/items in eRoom
- Performed manual synchronizations between the Directory and eRoom LDAP groups
- Used Cluster Administrator on eRoom servers to check cluster stability and perform failovers
- Proficiently ran various server-side scripts that rectified noted eRoom bugs and problems
- Maintained all services and resources on eRoom and Cluster servers throughout the site
- Experienced with testing of new patches, fixes, versions of eRoom, including Development, Staging, and Clustered environments
- Provided Backup Administrator help for Exchange Messaging group
Confidential, Colinas, TX
Messaging Support Engineer
- Ensured customer satisfaction while providing support for Exchange 5.5, Exchange 2000 and Exchange 2003 deployment, upgrades and co-existence
- Worked closely with Technical Account Managers(TAM’s) on Severity A Critical Situations(CRITSIT) for disaster recovery, server down, failed upgrade situations
- Delivered timely and high quality incident resolution to Microsoft Premier and Professional customers, focusing on root cause analysis, prevention, and knowledge transfer
- Troubleshot Directory Replication issues with Exchange 5.5
- Utilized tools such as ADSI edit and LDP to verify that the necessary Exchange Active Directory objects are present with the appropriate permissions and attributes
- Proficiency in critical situations such as Disaster Recovery procedures, techniques, and utilities
- Provided assistance with various configurations such as public folder replication, Recipient Update Service (RUS), Connection Agreements (ADC), and removal of additional servers
- Reviewed installation logs, performance monitor logs, network monitor logs, Dr. Watson logs, user.dumps, and cluster logs to determine root causes and create solutions
- Experienced with backups and restores of Exchange 4.0, 5.0, 5.5, 2000 and 2003 databases.
- Ensured network connectivity for Windows 2000 Active Directory domain controller and global catalog access
- Ensured IIS components are configured and work appropriately for Exchange functionality.
- Exchange installation, setup, disaster recovery, of Cluster servers
- Configure LAN/WAN IP addresses, gateways, subnet mask, DNS for servers
Confidential, Richardson, TX
Exchange Administrator
- Used Exchange Administrator program to maintain over 125,000 recipients in Confidential ’s Organization
- Responsible for adding/modifying/deleting mailboxes on Exchange Servers
- Used applications such as Timbuktu & PC32 to remotely administer servers and user PCs
- Maintained 4 core Exchange services
- Used tools such as Inbox Repair Tool as well as Detect & Repair to keep Outlook clients’ mail flowing
Confidential, Garland, TX
Support Engineer
- Provided excellent technical support to Network Administrators using Microsoft Exchange Server 4.0, 5.0, and 5.5
- Installed, configured, performed maintenance, and performed all phases of troubleshooting including interpretation, analysis, research, and resolution of various Microsoft Exchange issues
- Performed disaster recovery on all Microsoft Exchange databases
- Maintained Microsoft Exchange Core Components, (System Attendant, Directory Service, Information Store, Message Transfer Agent)
- Effectively troubleshot Directory Replication problems between sites as well as servers
- Working knowledge of public folders, KMS, public folder replication, LDAP, directory import/export, client configuration and connectivity
- Excellent usage of Exchange Administrator Program as well as numerous database utilities to include: Exmerge, Eseutil, Isinteg, and move mailbox wizard
- Performed installation and configuration of NT Server in various domain models
- Effectively troubleshot name resolution conflicts using WINS, LMHOST files, DNS, HOST files