SUMMARY:

• Highly dependable and meticulous Change Manager/Specialist with a superior customer service record. Adept at working independently with little to no supervision and as a team member.
• Comprehensive background in all areas of change management ideation and execution.
• 11+ years of experience as Technical support, Global IT Change Manager, Network Operations Analyst.
• Extensive experience in change management consulting
• High expertise in change management methodologies and principles
• Project Management experience
• Excellent familiarity with project life cycle approaches phases and tools
• Strong skills in identifying operational issues and recommending solution strategies
• Outstanding proficiency in MS Office applications including Outlook Word and Excel
• Superior ability to develop and maintain productive professional relationships
• Profound oral and written communication skills
• Good problem - solving and leadership skills

TECHNICAL SKILLS:

• Managed and supported all network components throughout the company globally. These components consisted of MS Windows and MAC (Mountain lion) operating system, IPhone, Android and Blackberry, IPT phones (Cisco), VPN, Citrix / remote connections (hard tokens, SafeWord). MS Office Suite, Lotus Notes, and Outlook (MS Exchange Server) and SharePoint. Dell, HP, and Printers (Xerox, HP, Dell).
• Networking protocols such as (TCP/IP, DNS, DHCP, and wireless configurations). Internet, Proxy and Firewall monitoring.
• Active Directory, Group Policy. Mail transport fundamentals such as (POP, IMAP and SMPT. Meeting solutions such as WebEx, Lync and Sametime.

WORK EXPERIENCE:

Confidential, Windsor, CT

Tech Support Senior Specialist

Responsibilities:

• Review/Input/reconcile hardware, software and application updates to the CMDB utilizing uCMDB
• Assists in maintaining procedural documents
• Manage Configuration Item (CI) records in CMDB until end of life
• Participates in process related meetings
• Manages the CMDB to ensure correct definition of configuration items is available to all support personnel
• Provides information and reporting on the status of configuration items
• Participates in, and may lead, process related training
• Contributes to audits (ISO, internal and external, ITIL) as directed by the Configuration Manager
• Contributes to procedural improvements and enhancements

Global IT Change Manager

Responsibilities:

• Developed policies and procedures for implementing changes to production IT environment,
• Facilitated communications between and gained consensus from IT teams and the business.
• Collaborated with IT partners and business stakeholders regarding change management and championed policy / procedure compliance.
• Presented processes and value to teams.
• Strong risk assessment, negotiation and problem resolution skills
• Conducted weekly meetings facilitating discussions and evaluation of proposed changes.
• Ensured communication with all business stakeholders.
• Tracked all IT production changes and reported on completion rate, success rate, resources required, and production outages.
• Provided appropriate data to external audit company. Utilized various Service Management tools and Change Management methodologies to support Change function.
• Provided risk analysis on major implementations and "pushed back" when risk levels were exceeded.
• Created mandatory document for new object(s) introduced to IT environment resulting in document library (CMDB) containing applications, databases, hardware, integrations, functional relationships, customers, IT resources, stakeholders, and executive sponsors.
• Collaborated with support and development teams to create and author "Production Readiness" process and documentation decreasing implementation issues / errors, reducing application and system downtime, and increasing resolution capability.
• Knowledge of SharePoint and basic administration of accounts and structure
• Advance working knowledge of MS Suite of applications (Excel, PPT, etc.)
• Utilized HPSM Service Manager, uCMDB, Skype for business, Microsoft Office 365, SharePoint client and Online, Access Databases, Outlook and company legacy applications.

Global It Change Manager Analyst

Responsibilities:

• Provided risk analysis on major implementations and "pushed back" when risk levels were exceeded.
• Created mandatory document for new object(s) introduced to IT environment resulting in document library (CMDB) containing applications, databases, hardware, integrations, functional relationships, customers, IT resources, stakeholders, and executive sponsors.
• Collaborated with support and development teams to create and author "Production Readiness" process and documentation decreasing implementation issues / errors, reducing application and system downtime, and increasing resolution capability.
• Executed software integration and assisted with reengineering of change processes and management requests.
• Evangelized change and production readiness process throughout IT organization bringing increased visibility and compliance to processes.

Network Operations Analyst

Responsibilities:

• Provided 24/7 and 2nd level support for networking technologies to an estimated 75,000 global end users remotely.
• Answered 80 calls a work shift and logged those incidents into BMC (Remedy) Ticketing tool.
• Identify traffic causing high utilization using network methodologies to resolve problems.
• Installed and maintained, repair work of network servers and system components such as PCs and printers.
• Troubleshoot support and configure, handheld (personal devices)…eg. IPhones, Android, and Blackberry devices.
• Provided phone and remote support for Windows OS patching.
• Maintain orders of new equipment, returns, and shipments.
• Installation, configuration and incident resolution for McAfee Anti-Virus software
• Manage network major incidents by setting up bridge calls, continued communications with all IT and business stakeholders to resolve issues, created post reviews, documented workarounds and final resolutions, created, maintained and completed problem incidents.
• Supported the Change management process for moves, new setups and changes to fix/repair software and hardware devices.
• Provided RCA to problem incidents utilizing the problem management module in Remedy (BMC).
• Lead a three-person team by providing training and guidance to resolve complex network issues.

Confidential, Minneapolis, MN

Support Specialist II

Responsibilities:

• Provide on the floor desk side support to over 120 Financial Advisors and worked with third level support teams to ensure resolution within the SLA requirements.
• Provide technical desktop support, which included fix/repair of desktop and printer peripherals in house or remotely.
• Created and managed incidents in Service Now.
• Provide 24/7 Support coverage on a rotating schedule.
• Create backups for new installations.
• Installation, configuration, and incident resolution for McAfee Anti-Virus software.
• Provide strategic input into the network performance to meet the demands of the businesses globally.
• Perform routine hardware and software testing, configuration and installation.
• Resolved and troubleshoot any malfunctions or setups involving various software tools and applications.
• Perform routine network, PC installation and Windows OS patching.
• Identify user-training needs, developed and delivered technical training on an ongoing basis.