SUMMARY:

• I have eighteen years of experience in the IT field with five years serving as Change Management for both federal and commercial customers.
• I have a broad base of experience from ITIL processes to technical infrastructure.I am ITIL v3 Foundations certified and have an extensive background in Change Management Project Management and Software/Hardware Rollouts.
• I am a functional specialist in both BMC Remedy and SolarWinds Network Management software and monitoring tools.
• I have extensive knowledge of the Microsoft 365 Enviroment and have been part of two rollouts.
• Extensive exposure working on HP PPM tools.
• Eighteen years (18) customer service technology support
• Eighteen years (18) presentation delivery
• Ten (10) years project monitoring and control
• Ten (10) years business process design
• Ten (10) years web design and Infrastructure.
• Five (5) years Change Management
• Five (5) years Incident Management
• Five (5) years Project Management
• Two (2) years HP PPM

RELEVANT EMPLOYMENT HISTORY:

Confidential

Change Coordinator/SOX Coordinator

Responsibilities:

• Worked on bringing Change Management to a new level.
• Introduced formal Change Advisory Board (CAB) and Technical Advisory Board (TAB) meetings.
• Documented new Change Management ITIL processes that better help the Business Units inclusion in the process.
• Worked with Internal & External Auditors to coordinate the requests that are needed for Sarbanes - Oxley Audits.
• Worked with HP PPM in entire project management.

Confidential

Director of Technology and Media

Responsibilities:

• I was in charge of a Hybrid Cloud solution that includes coordinating a real-time DR solution, Cloud based phone systems and coordinating a Microsoft Office 365 rollout Project.
• Developed Change & Incident Management procedures.
• I have also implemented numerous business development projects that help leverage technology to simplify daily tasks using Docusign, Junxure CRM and EBIX CRM.
• I also introduced an in-house production studio for video and audio content, as well as working with both .NET and Joomla based web technologies.

IT Change Management Coordinator

Confidential

Responsibilities:

• Deliver ITIL Change management processes to client while maintaining and improving the robustness and cost effectiveness of the shared service model.
• Responsible for the delivery of ITIL Change Management processes for a given client.
• Coordinate client focused ITIL services delivery from the associated technical, Service Delivery and Project Delivery teams, ensuring a cohesive, high quality service is delivered.
• Ran the weekly Change Advisory Board meetings and Logged cross process calls into BMC Remedy, Monitors, manages, and prioritizes calls for the service.
• Builds and establishesa close working relationships with Client, Internal Domains, and Service Delivery Managers (SDM) across multiple locations.

Audit Data Analyst

Confidential, Cincinnati

Responsibilities:

• Identified and implemented an open source solution for auditing 1400+ servers in mixed server environment.
• Created a Linux, Apache, MySQL, and PHP, (LAMP) appliance to host the open source solution and maintained the MySQL database.
• Published project status and remediation updates in SharePoint.
• Lead action team in Confidential .
• Created custom mapping of clients infrastructures that can be projected on a 24/7 basis near real time providing network and server device status.
• Worked with Confidential Management to make sure Change Management Procedures were being followed from the network team.

Business Critical Analyst

Confidential

Responsibilities:

• Performed Business Critical Control Center monitoring of Priority 1 (P1) and Priority 2 (P2) incidents.
• Coordinated emergency procedures for 15 internal Confidential operating companies and external customers including Harrah’s Entertainment, Avery Dennison, & Washington Mutual (WaMu). Entered status updates and closed service tickets in BMC Remedy and Clarify CRM Systems.
• Facilitated conference calls with management and executive team.
• Distributed alerts to management and technical points of contact.
• Monitored change controls using Remedy ITSM software module.
• Created and maintained change management reports using Confidential Project and Portfolio Management (HP PPM), SiteScope, and SolarWinds software applications. Coordinated with offshore resource leaders to remediate change control fixes.

Help Desk Supervisor

Confidential

Responsibilities:

• Supported 40 manufacturing plants with 3,000 external users in a Citrix/Windows XP environment including 200 users in the Corporate office.
• Implemented a Help Desk Customer Relationship Management (CRM) tool following ITIL standards.
• Supervised six helpdesk and hardware technicians. Monitored over 40+ Windows 2003 servers in a mixed Physical and VMware ESX environment.
• Administered Citrix Cluster Environment, Intertel Phone system, Blackberry Enterprise Server and Outlook Mobile Access services.
• Maintained Active Directory and performed continuous upkeep of processes and procedures for new and terminated employees.
• Set up an implementation of Microsoft SharePoint platform for use as a Knowledge Management repository.
• Supported implementation leads in the installation of Altiris database for Hardware Inventory.
• Completed Sarbanes-Oxley (SOX) Compliance and software package implementation.