PROFESSIONAL SUMMARY:

I have over 20 years experience supporting the federal government in various roles with increasing levels of responsibility. My experience in performing technical support allows me to bring a unique perspective to supporting such IT Service Management processes as Change and Configuration Management. I have extensive experience in managing the Change and Configuration processes, particularly for critical business systems. I have been entrusted by customers to facilitate technical and management change review and approval boards. My project management experience has allowed me to facilitate the translation of customer requirements into successful business products, through the oversight of project plans, resources, risks, and task management.

SKILLS:

• Change, Configuration & Release Management
• Service Desk
• Project Management
• Risk Management
• Confidential ’s Purchase Request Information System (PRISM)
• Service Now
• Financial System Configuration Mgmt
• People Soft
• Kintana
• Remedy
• Delphi
• Confidential ’s Cost Accounting System (CAS)
• Subversion

PROFESSIONAL EXPERIENCE:

Confidential, McLean, VA

IT Change Management Analyst

Responsibilities:

• Provide coaching and advisory services in the planning, development and execution of an IT Change Management Framework
• Develop and implement an IT Change Management Framework, to include identifying and executing improvements to current change management policies and processes
• Foster a common understanding of the IT Change Management Framework’s scope, applicability, and key sub - processes including configuration and requirements management
• Develop process flow diagrams and standard operating procedures
• Manage communication of changes into the impacted organizations
• Manage communication of changes into the impacted organizations
• Establish effective working relationships to successful complete work
• Work well with team members to meet deadlines
• Serve as an ambassador for change, championing process change
• Research new software development and configuration management methodologies and technologies and analyze your application to current configuration management needs
• Participate in special projects and initiatives and perform special assignments
• Identify the need for special projects and initiates milestones and goals
• Complete special projects upon request
• Other duties as assigned

Confidential, McLean, VA

Release Support Analyst

Responsibilities:

• Liaison between development project team and infrastructure teams to fulfill infrastructure requirements for assigned releases
• Assist the development project team in creating the change request and make sure that it is ready for CAB review
• Ensure requested technology is on Technical Review Board (TRB) before the CAB review
• Ensure proper coordination and communication between the development project team, infrastructure, and other stakeholder groups as required
• Work with development project team to identify deployment approach, plan, and schedule
• Identify and document release acceptance criteria from the infrastructure team
• Ensure infrastructure and all components are built to design specification via documentation of test results
• Ensure build delivery components are from controlled sources
• Ensure build, operations, and support documentation, as identified in the project charter, are complete for the all environments
• Coordinate deployment activities into and between all environments between all stakeholder groups
• Asses each stakeholder group’s readiness to receive and implement their part of the release
• Identify gaps in release, including physical, logical, requirements, and artifacts

Confidential, Keego Harbor, MI

Change Management Analyst

Responsibilities:

• Support the Change Manager in the daily operations
• Plan, review, and track all Change Request in Service Now system
• Ensure validity of all documents (Design, Scope, Implementation Plan, Test Plans, Back-out Plan)
• Coordinate with stakeholders and Change Control Board (CCB) to obtain approvals
• Updating and developing CM policies, processes and procedures that support the growing business requirements
• Facilitate 7 Change Advisory Board (CAB) meetings
• Consult with stakeholders on the change process and requirements

Confidential, Arlington, VA

Senior Change/Configuration Manager

Responsibilities:

• Instrumental in maintaining an efficient Configuration Management (CM) process for the agency’s critical financial systems, promoting industry best practice and standard operating procedures
• Participated in the system development lifecycle of financial system configuration items, including major, maintenance and emergency releases
• Supported the coordination of production and release (SIT-CAT-PROD) migration paths
• Developed CM policies, processes and procedures that supported Confidential business requirements
• Support process governance by working with stakeholders to ensure they understood and followed the change process
• Facilitated process improvement discussions with stakeholders, board members, and leadership
• Supported change process improvement, incorporating lessons learned and industry best practice
• Facilitated Configuration Control Board (CCB), Technical Review Board (TRB), and Production Readiness Review (PRR) meetings
• Reviewed software changes and worked with leadership and stakeholders to gain approvals

Change/Configuration Manager

Confidential, Washington, DC

Responsibilities:

• Developed, trained, communicated and implemented Configuration Management processes, working with various stakeholders to ensure appropriate business requirements were addressed
• Ensured that changes to configuration items were appropriately documented
• Maintained the Confidential configuration d Confidential base
• Managed the conversion of the ticket system ProjecTrak to the Axios Assyst Software Package
• Promoted from Configuration Manager to Senior Configuration Manager

Confidential, Ashburn, VA

Project Lead

Responsibilities:

• Supported the Confidential PRISM Quarterly Software Project Management Plan
• Worked with customers to establish project requirements
• Served as liaison between leadership, task assignees and other stakeholders
• Developed and maintained master project plan, outlining phases and milestones
• Managed project objections, milestones, assumptions, constraints, risks, and customer expectations
• Coordinated and tracked task assignments to completion through meetings and various communications with stakeholders
• Effectively addressed project issues and assigned mitigation to appropriate stakeholders
• Promoted a vehicle for continual improvement by documenting and reviewing lessons learned with stakeholders
• Verified the effectiveness of production software releases and overall customer satisfaction

Service Desk Manager

Confidential, Washington, DC

Responsibilities:

• Managed a PRISM (Oracle) Service Desk, providing Tier 1 and Tier 2 support to over 3000 national Confidential customers
• Developed process documentation and
• Implemented processes and procedures that promoted first call resolution
• Managed resources schedules that maximized appropriate skill levels per shift
• Remediated escalated and critical issues
• Managed internal (e.g. cross-) and external programs for staff, ensuring continual personal development