Change Manager Resume Austin, TX - Hire IT People

SUMMARY

An ITIL V4 certified change analyst with advance MS excel, good English communication and very good reporting/ presentation skills is looking for a fulltime change manager role in USA.

PROFESSIONAL EXPERIENCE

Change Manager

Confidential, Austin, TX

Responsibilities:

Review all types of changes (standard, normal, expedite and emergency) Service - Now to perform quality check based on change process requirements such as change lead time, change type, impact, risk questionnaire, change schedule, conflicts with other changes, change summary, implementer, blackout schedule, pre-implementation testing result, implementation plan, backout plan, post implementation test and validation plan.
Follow-up with change requester, change implementer, project managers, change approvers where applicable to make sure changes are fully complaint and make them ready for weekly tech review and change advisory board (CAB) review meetings.
Prepare and publish tech review report and CAB review report to core technology team, requesters, implementers, approvers and review them in weekly tech review call to assess teh impact of changes and gain other required approval to make all changes ready for CAB review.
Prepare and publish CAB review report to core technology team, requesters, implementers, approvers and review them in weekly CAB call to further assess teh impact of changes, relationship with other changes and gain final approval from CAB to make all changes ready for implementation.
Always participate and sometimes chair weekly CAB review meeting, take action items from CAB call while my change lead is chairing teh weekly CAB call.
Post CAB call, update every single change to write CAB decision in teh notes section and approve it so its fully ready for implementation.
Communication: Also remind all team members and check changes in service-now to ensure that communication plan are sent to user community and a copy is added in teh change ticket where applicable.
Expedite Change: Assist technology team in expedite change submission and help answer any process question they may have to ensure their expedite changes are compliant and have gained all required approval.
Emergency Change: Coordinate with major incident management team and follow-up with senior technology managers to ensure that emergency changes are related to P1 and P2 and have gained required email or system approval, add email approval in change request notes section and approve on behalf of senior managers.
KPIs reporting: Prepare change management weekly report / PPT presentation for my change lead so it can be presented to senior management of client. In general, weekly report will include change by type, change by impact, change by technology, change by projects, change by weekdays vs weekend, change by top requesters, change success rate, Unauthorized changes, orphan/ aged changes, upcoming changes, me.e., forward schedule of change (FSC), major changes, change that failed or caused outage.

Confidential, Austin, TX

Helpdesk Support and Incident Management

Responsibilities:

Work in different shift to provide 24x7 incident management service support, review incident, remind technology team to stay on top of their incident so they don’t miss teh SLA for response or resolution, assign unassigned ticket to right support group, assist in major incident outage, sometimes help drive teh critical call towards service restore.
Prepare report of aged incident and send reminders to technology team. Talk to problem management for repeat failure so they can lead teh problem resolution and work on root cause analysis (RCA) report. Prepare weekly monthly incidents decks to present teh KPIs. me also worked as helpdesk support at teh beginning when started my IT career.

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Change Manager Resume

Austin, TX

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