TECHNICAL SKILLS:

• Remedy
• SharePoint
• MS Office Suite
• HP SM7
• Remedy/ITSM, Business Analyst, Change Management, Cisco, Cisco Routers, CSU, customer satisfaction, excellent customer service, Frame Relay, ITIL v3, MS Office Suite, SharePoint, network management, quality control, Research, routers, scheduling, switches, system analysis, systems analyst, TCP/IP, technical training, Telemetry troubleshooting.

EXPERIENCE:

Change, Configuration and Asset Manager

Confidential

Responsibilities:

• Assists with analyzing changes of product design to determine the effect on the end product design and function and determines and prepares documentation necessary for change.
• Assists with developing and documenting new documentation control and configuration management business processes to support system and equipment life cycles.
• Using the Remedy database, input date for assets daily for asset management control and tracking.
• Creates spreadsheets, presentations, reports, and documents using a variety of software as needed.
• Maintains configuration management databases and conducts audits.
• Coordinates with customers to determine a process for change reporting.
• Reviews released engineering change data and changes documenting activities to ensure adherence to configuration management procedures and policies.
• Attends and participates in CM meetings and assists in facilitating control and review board meetings to include preparation of agendas, handouts, and minutes.
• Prepares for and participates in program kickoff meetings, team meetings, production meetings, audits and other customer meetings, as required.
• Provides change planning, asset planning and configuration management planning.
• Describes provisions for configuration identification, change control, configuration status accounting, and configuration audits.
• Regulates the change process so that only approved and validated changes are incorporated into product documents and related software. CCA Managers assemble artifacts required for Change Process, prepare for Change Advisory Boards, Configuration Control Boards, Emergency Change Boards, and all other approval processes required in the agency and DOD environment

Change, Configuration and Asset Manager

Confidential

Responsibilities:

• Assists with analyzing changes of product design to determine the effect on the end product design and function and determines and prepares documentation necessary for change.
• Assists with developing and documenting new documentation control and configuration management business processes to support system and equipment life cycles.
• Using the Remedy database, input date for assets daily for asset management control and tracking.
• Creates spreadsheets, presentations, reports, and documents using a variety of software as needed.
• Maintains configuration management databases and conducts audits.
• Coordinates with customers to determine a process for change reporting.
• Reviews released engineering change data and changes documenting activities to ensure adherence to configuration management procedures and policies.
• Attends and participates in CM meetings and assists in facilitating control and review board meetings to include preparation of agendas, handouts, and minutes.
• Prepares for and participates in program kickoff meetings, team meetings, production meetings, audits and other customer meetings, as required.
• Provides change planning, asset planning and configuration management planning.
• Describes provisions for configuration identification, change control, configuration status accounting, and configuration audits.
• Regulates the change process so that only approved and validated changes are incorporated into product documents and related software. CCA Managers assemble artifacts required for Change Process, prepare for Change Advisory Boards, Configuration Control Boards, Emergency Change Boards, and all other approval processes required in the agency and DOD environment

Quality Assurance/Change Manager

Confidential, Fairfax, VA

Responsibilities:

• Monitored and directed the workflow of smaller change management projects or segments of larger projects including the design of the project plan.
• Worked with different organizations to effectively deal with large changes in their businesses.
• Analyzed changes and determined impact on the business processes and organizational design of the company.
• Developed plans and directions to minimize negative impact such changes have on organizational performance, customer service, and employees.
• Performed business analysis, organizational design and development, and change facilitation as well as an in - depth knowledge of clients' businesses to utilize success within the project.
• Anticipated and identified client issues and concerns and proposed advice as appropriate. Identified and communicates opportunities to project team to expand services to existing clients
• Prepared or ensured that appropriate telecommunication documentation existed, including operational instructions. Utilized Remedy database to track changes and updates for assets in the field.
• Served as a liaison to users, departments and vendors by providing the assistance on all aspects of telecommunications services and systems used throughout the organization.
• Assisted in all service / system upgrades while being a team player involving telecommunications and networking projects.
• Performed or assisted in the analysis in determining business process improvements utilizing the telecommunication systems.
• Worked closely with network administrators on communication and connectivity projects and maintenance.
• Knowledgeable of current systems to promote beneficial capabilities and leverage use of the systems features.

Program Scheduler

Confidential, Quantico, VA

Responsibilities:

• Participated in scheduling status reviews.
• Performed quality checks on Confidential network maintenance tickets utilizing Remedy Database
• Coordinated critical path maintenances with all stakeholders including Management, Network Operations and Field Services.
• Enforced the Change and Release Management Process Monitors SRM deliverables and progress through continuous communication with team member

Change Management Analyst

Confidential, Quantico, VA

Responsibilities:

• Reviewed all changes for the Confidential Intranet within Remedy database.
• Ensured that implementation plans, and schedules are properly maintained and executed.
• Provided input to the development of processes, procedures, and manuals for both administrators and end users.
• Served as liaison between the NOC and other internal and external organizations in support of maintenance activities.
• Ensured that all Regional maintenance activities were completed according to the approved processes and procedures
• Enforced Change Management policies and procedures
• Analyzed risks to the network presented by change requests that were in the planning or execution phases
• Remained aware of any potential scheduling problems and works with the NOC Manager and/or Base Operations to mitigate risks.

Maintenance Coordinator

Confidential, Quantico, VA

Responsibilities:

• Responsible for the creation of Service Requests for Maintenance (SRM) within Remedy database.
• Assisted in the coordination, monitoring, and ticket closure of all Confidential SRMs.
• Ensured SRM's are planned, scheduled, disseminated, and readily available to team members.
• Generated, review and maintained Confidential network maintenance reports.