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SUMMARY:

Owner of Confidential, LLC - A Digital Marketing Solutions company Performing such work as but not limited to Digital Marketing Strategist, SEO/SEM, Email Marketing Specialist, Social Media Marketing Specialist, Content Writer, Blog Network Creation Specialist, Link Building Specialist, Niche Keyword Research Analyst, Ranking Strategist

TECHNICAL SKILLS:

SEO/SEM, Social Media Marketing, Content Writing, Digital Marketing Specialist, Digital Marketing Strategist, Niche Keyword Research Specialist, HP Service Manager, Service Now, Remedy, Maximo, FileNet, SharePoint, QlikView, eGain, Cognos, ManageNow, UNIX, Windows, Visio, Power point, Excel, Word, Crystal Reports, Mainframe, Outlook, Lotus Notes, PeopleSoft, Confidential, Tandem, Solstice, Telnet, FTP. Backups, Network, Web Services, Wireless Devices, Handheld devices, Hyperion Servers, VMWare, Trade works, Infrastructure, Networks, UNIX (HPUX, Solaris) Servers, Windows Servers, Mainframe, Application Development, Software Development, Data Center Migrations, Project Management, Project Coordination, Vendor (IBM, Remedy, HP) Management, User Acceptance Testing, Patch Update Management, Release Update Management, Primavera, Service Delivery, Change Management, Incident Management, Problem Management, Knowledge Management, Release Management, Disaster Recovery, Process Improvement, Auditing, Database (Oracle, Sybase, SQL, Wintel, UNIX Code Comparison), Architecture experience in Remedy, Maximo and HP Service Manager ITSM Tooling

PROFESSIONAL EXPERIENCE:

Confidential

Digital Marketing Strategist, Concord, NC

Responsibilities:

• Provide And Improve On Page And Off Page SEO.
• Spearhead a team of 15 professionals providing comprehensive digital marketing strategies and solutions
• Collaborate with editorial and consumer marketing teams to create unique, revenue-generating advertising
• Maintain all research documents for the department, including online, mobile web and app analytics
• Develop strategies to help sell new digital advertising products
• Significantly reduce clients' expenses by utilizing innovative digital solutions to streamline operations
• Niche Keyword Research of various topics in the Health, Medical, ecommerce, Internet Marketing, Nursing, Pharmaceutical, Affiliate Marketing etc.
• Creation of Tier level Blog Networks of Aged Blogs for instant authority for ranking websites and YouTube Videos
• Develop and implement internet marketing and SEO strategies for external clients including keyword research, link building, content marketing, PPC advertising, social media marketing, and email marketing campaigns.
• Increase conversion rates, reduced bounce rates, and improved ROI by monitoring analytics reports and adjust accordingly
• Establish procedures and workflows, as it relates to campaign set-up, and expectations.
• Meet and collaborated with external vendors and led negotiations on behalf of clients.
• Ensure superior customer service levels, operational excellence and strategic insight.
• Implement multiple digital marketing and online presence methods and strategies such as: multi-channel traffic generation, social media utilization, affiliate marketing, blogging, visual and contextual testing and mastering, SEO, SEM, and usability.
• Oversee budgeting/forecasting, campaign optimization, campaign audits, case studies and reporting.
• Web Design and IFTTT creation
• Content Writing For Backlinks And SERP improvement
• Creation of Email Marketing Campaigns for list building

Confidential, Charlotte, NC

Senior Digital Marketing Project Manager

Responsibilities:

• Providing Subject matter expertise of program standards/policy/procedures.
• Email Marketing / Social Marketing Campaign
• Improve Search Engine performance
• Accountable for End to end Program Management, including process integration, suitability, education/training, documentation and communication of process and process changes.
• Providing the E2E integration to the event management process and governance routines, and accountable for conducting quality reviews, and overall program health.
• Responsible for components of Application Governance deliverables and guidance across Data Quality & Control requiring coordination between application managers, Global Information Security, risk & compliance, auditors, other technology partners, and business partners across the enterprise.
• Assisting in the implementation of tactical plans aimed at reducing Risks and improving controls related to Data Quality & Control.
• Program liaison/representative for the governance team
• Collaborating with partners to develop, document, and rollout the program, process standards, guidelines and tools
• Representing governance in on-going program related meetings
• Questioning and provided improvements stemming from impacts of changes to program
• Escalating issues as necessary

Confidential, Charlotte, NC

Digital Content Creation - Change & Incident Problem Manager

Responsibilities:

• Manage hundreds of databases company-wide to ensure operational process execution
• SEO Content creation and acklink building
• Ensure incident management practices were consistently applied in resolving incidents, facilitating resolution of issues at Level 1, 2 and 3 support
• Managed Changes, Problem, Incidents and Releases through the Service Now ITSM Tool(s) to approve, deny, modify and implement Changes, Releases and Problem tickets.
• Real Time & continuous follow-up with global support teams for incident resolution
• Ensure all critical and major incidents were addressed within SLA response time to successfully maintain quality service company-wide
• Manage and coordinate activities during overall ticket life cycle
• Defined, configured, implemented and managed the Remedy 7.2 CMDB tool
• Designed Visio data flowcharts for various processes
• Wrote ticketing slips to maintain and process work flows and developed KPI’s
• Ensure that the Incident record is fully updated prior to Problem Management handover
• Responsible for sending all Incident notifications as per agreed process
• Chair bridge calls for effective coordination, incident resolution, service restoration
• Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
• Follow the global Service Restoration Management Process
• Ensure Incident Timeline Report is created immediately after resolution
• Contribution to ongoing process & operational improvements
• ITIL Foundation certification is must, practitioner / intermediate is preferred.
• Exceptional communication (oral and written) skills is a must with understanding the Clients requirement and infrastructure.
• Continuously, effectively and efficiently handled highly visible Major and critical situations .Incident Management + Change Management outages from conception to closure throughout the entire SDLC based on SLA's and OLA's (Planning & Execution)
• On - call Escalation
• Ticket Quality through Remedy
• Process adherence & Security compliance
• Customer feedback ( Appreciations, CSAT survey results)
• User Acceptance Testing
• KB preparation and review, Knowledge sharing & documentation
• Root cause analysis / Problem Management + Capacity / Architectural Management
• SLA compliance for tickets
• Training / Mentoring

Confidential, Jersey City, NJ

Senior Change, Incident, Problem, Knowledge, Release, Knowledge Management Consultant

Responsibilities:

• Ensured the latest released changes were made precisely as expected as difference reports can be used as part of the implementation post deployment Technical verification
• Managed Changes, Problem, Incidents and Releases through the Service Now ITSM Tool(s) to approve, deny, modify and implement Changes, Releases and Problem tickets.
• Spearheaded The Release Management process for Code Comparison of Wealth
• Designed Visio data flowcharts for various processes
• Management Applications for Global IT Audit Regulatory Compliance
• Provided to over 700 plus global applications and formed part of Compliancy requirements for SOX, GPF, MAS and Critical Applications
• Regulatory Compliance of SOX, MAS, IT Audit of Federal, State, Government Authorities for transparency of CRM Financial System of Global Wealth Management Applications for Business Readiness
• Agile Methodology of application implementation, remediation and recovery throughout the SDLC
• Resolved Incident, Problems and changes in HP Service Manager
• Recorded Project Related Activities utilizing JIRA
• Identification and reporting of unauthorized changes to production application code/databases to application owner for investigation and corrective actions
• Provide post deployment difference reports for use in Deployment Verification
• Align with DB Group IT Policies and Standards which states that there must be Deployment Verification (Code Comparison) in place to ensure the integrity of the IT Production Environment for governance
• Architecture experience of the HP Service Manager tool
• Reduce risk of unauthorized changes to monitored environments.
• Managed All Metrics and Reporting on Fixed Securities, Options, Mortgages, Corporate and Municipal Bonds

Confidential, North Babylon, NY

Senior Change Manager

Responsibilities:

• Manage vendor Implementation of Web Based ITIL tool Vivantio throughout entire SDLC.
• Perform analysis of existing state of company to asses any gaps in quality of service against SLAs and furnish reports and provided tool suggestion that address existing sate of business objectives and scalability for steady state and future state of service support desk
• Created and published self-service knowledge items
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Coordinate processes and procedures for Operations Support Team including Help Desk support and Systems Support & Infrastructure. Introduce processes for Change Control (logging and routing tickets)

Confidential, Bloomington, Illinois

Organizational Senior Change Manager

Responsibilities:

• Project Consisting of Updating HP Service Manager Release 7.xx to HP Service Manager Release 9.3 and Updating ITIL Tool Releases (Cognos Releases, Egain Releases, Filenet Releases, Sharepoint Releases)
• Designed Visio data flowcharts for various processes
• Managed Changes, Problem, Incidents and Releases through the Service Now ITSM Tool(s) to approve, deny, modify and implement Changes, Releases and Problem tickets.
• Resolved Incident, Problems and changes in HP Service Manager
• Regulatory Compliance of SOX, MAS, IT Audit of Federal, State, Government Authorities for transparency of CRM Financial System of Global Wealth Management Applications, Hyperion Servers for KPMG and Price Waterhouse Coopers for Business Readiness
• Manage and strengthen relationships across the business by engaging global business leaders to establish credibility, solve problems, build consensus and achieve objectives, Map, measure and improve the underlying processes to ensure effectiveness and efficiency. Implement corrective action plans, as needed.
• Proactively engage global business leaders to assist in defining and prioritizing process improvement opportunities that have a positive impact on the profitability of the business.
• Create RFC in support of Customer driven changes for integration into FSC.
• Approve and reject changes based on change classification details.
• Initiate escalations as appropriate.
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Provide user feedback on changes and align with governance best practices
• Meet with IT staff and business representatives regularly to establish productive relationships with key staff.Work with the Service Provider Change Management and or Service Delivery Manager to ensure full coordination and communication within ACT.
• If required, assists the Change Approver in assessing urgent changes or deciding on the approval, delay or rejection of changes
• Work with Service Provider Change Management assist in coordinating CABs (including E-CAB) to review and approve changes.
• Communicates within the organization about necessary specific content needed to approve the changes.
• Architecture experience in the HP Service Manager tool
• Identify trends and potential problem sources.
• Work with all functions within the IT community to ensure processes are executed as designed and measured accurately and completely.
• Ensure alignment of processes to the corporate and IT strategy.
• Communicate with and manage the expectations of customers.
• Gather problem-solving resources from across IT and other organizations to address issues.
• Negotiate with other managers on priorities and resources required to meet resolution demands.
• Produce regular and accurate management reports.
• Serve as liaison with clients and vendors as requested.
• ITIL Process Roll Out (ITSM)
• Deliver infrastructure and environments that meet project requirements and deadlines.
• Manage Tier 1 Team and Tier 2 Team
• Develop and analyze business and process metrics to identify, improve and verify business processes and their results. Develop predictive analytics keyed to problem prevention and sustainability of results.
• Manages the day-to-day project activities for infrastructure. Infrastructure may include servers, workstations, operating software, network, security, middleware (database, integration, etc), software deployment and others.
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.
• Insures the infrastructure resources are included in the project plan. Monitors team member activities and tasks.
• Manages infrastructure issues, problems, and risks.
• Identifies and manages infrastructure project dependencies with other efforts.
• Communicates status and manages problems
• Research best practices within and outside the organization to establish benchmark data, and use continuous process improvement and change management disciplines to achieve results.
• Collaboratively ensure readiness for change across business by ensuring effectiveness of change management programs that will result in the early adoption of the new solution and business processes. Ensure design takes into consideration long-term behavioral change goals for organization.
• Coordinate processes and procedures for Operations Support Team including Help Desk support and Systems Support & Infrastructure. Introduce processes for Change Control (logging and routing tickets)
• HP Service Manager Implementation and Support of all ITIL process improvements.

Confidential, Hillsborough, NJ

Digital eCommerce Marketing Marketing

Responsibilities:

• Conduct Stakeholder and Operational Digital Content Creation For Impact Analysis and ROI
• Design, Develop and Deliver Training; Conduct user group meetings, focus groups and powerpoint presentations
• Resolved Incident, Problems and changes in email and social media campaigns
• Assist in the development and implementation of Change Management Plan
• Assist in User Acceptance Testing; document findings and escalate operational and system issues/risks
• Agile Methodology of application implementation, remediation and recovery throughout the SDLC
• Develop and maintain training schedules; training evaluations and consumer lists for splt testing

Confidential, Parsippany, NJ

Organizational Change, Problem, Knowledge, Release Management Analyst

Responsibilities:

• Monitor Requests for Change (RFCs) in the Change Management system and review them for completeness, quality, and compliance with established Change Management standards
• Release management of IBM ManageNow Release to IBM Maximo Release
• Project Management of Global Data Center Migration Move (Microsoft Server Patch updates and UNIX (Solaris) Release updates
• Managed Changes, Problem, Incidents and Releases through the Service Now ITSM Tool(s) to approve, deny, modify and implement Changes, Releases and Problem tickets.
• Designed, Created and Implemented Sharepoint documentation, Cognos Reports and eGain procedures for Release Management, Change Management, Problem Management and Incident Management procedures
• Regulatory Compliance of SOX, MAS, IT Audit of Federal, State, Government Authorities for transparency of CRM Financial System of Global Wealth Management Applications, Hyperion Servers for KPMG and Price Waterhouse Coopers for Business Readiness
• Resolved Incident, Problems and changes in HP Service Manager
• Architecture Experience in the IBM Maximo ITSM Tool
• Designed Visio data flowcharts for various processes
• Create RFC in support of Customer driven changes for integration into FSC.
• Approve and reject changes based on change classification details.
• Initiate escalations as appropriate.
• Agile Methodology of application implementation, remediation and recovery throughout the SDLC
• Obtains approvals for Standard and Pre-Approved Standard changes.
• Provide user feedback on changes.
• Meet with IT staff and business representatives regularly to establish productive relationships with key staff.Work with the Service Provider Change Management and or Service Delivery Manager to ensure full coordination and communication within ACT.
• If required, assists the Change Approver in assessing urgent changes or deciding on the approval, delay or rejection of changes
• Work with Service Provider Change Management assist in coordinating CABs (including E-CAB) to review and approve changes.
• Communicates within the organization about necessary specific content needed to approve the changes.
• Identify trends and potential problem sources.
• Work with all functions within the IT community to ensure processes are executed as designed and measured accurately and completely.
• Ensure alignment of processes to the corporate and IT strategy.
• Communicate with and manage the expectations of customers.
• Gather problem-solving resources from across IT and other organizations to address issues.
• Negotiate with other managers on priorities and resources required to meet resolution demands.
• Produce regular and accurate management reports.
• Serve as liaison with clients and vendors as requested.
• Deliver infrastructure and environments that meet project requirements and deadlines.
• Monitor approvals of RFCs and escalate when necessary
• Develop reports and analyze trends
• Develop and analyze business and process metrics to identify, improve and verify business processes and their results. Develop predictive analytics keyed to problem prevention and sustainability of results.
• Manages the day-to-day project activities for infrastructure. Infrastructure may include servers, workstations, operating software, network, security, middleware (database, integration, etc), software deployment and others.
• Identifies infrastructure roles and skills required and arranges the resources needed for the project.
• Insures the infrastructure resources are included in the project plan. Monitors team member activities and tasks.
• Manages infrastructure issues, problems, and risks.
• Identifies and manages infrastructure project dependencies with other efforts.
• Communicates status and manages problems
• Assess risk and identify conflicts of changes and escalate when decisions can't be reached
• Ensure Post Implementation Reviews (PIRs) are being executed on less than successful changes
• Serve as a point of contact for our customers and continue to educate them on the Change Management process
• Identify bugs, enhancements, and new functionality requests for the Change Management system and help identify new Change Management processes and technology trends for continuous improvement
• Test new releases of the Change Management System to ensure they have been built to the specifications listed in the requirements document
• Help prepare reports and documentation for recurring Change Advisory Board (CAB) Meetings to review RFCs for the reporting period
• ITIL Process Roll Out (ITSM)
• Manage Tier 1 Team and Tier 2 Team.

Confidential, Princeton, NJ

Change Incident, Problem, Release and Knowledge Manager

Responsibilities:

• Troubleshoot, diagnosed and resolved problems and outages in production, User Acceptance Testing and QC
• Managed All Metrics and Reporting on Fixed Securities, Options, Mortgages, Corporate and Municipal Bonds
• Managed Changes, Problem, Incidents and Releases through the Service Now ITSM Tool(s) to approve, deny, modify and implement Changes, Releases and Problem tickets.
• Defined, configured, implemented and managed the Remedy 7.2 CMDB tool
• Regulatory Compliance of SOX, MAS, IT Audit of Federal, State, Government Authorities for transparency of CRM Financial System of Global Wealth Management Applications, Hyperion Servers for KPMG and Price Waterhouse Coopers and Confidential for Business Readiness
• Managed all aspects of the Global IT Services BMC Remedy Helpdesk in Change, Incident, Problem, Release and Implementation Management based on ITIL standardization and procedures as outlined by the organizations Service Level Agreements for governance best practices
• Architecture experience in the Remedy ITSM Tool
• Supported the Market Data Confidential Platform for the NYSE, Tokyo and London exchanges for brokers' trading activities
• Agile Methodology of application implementation, remediation and recovery throughout the SDLC
• Designed Visio data flowcharts for various processes
• Provided Order Management and Operations Management Support
• Release Management of Confidential Market Data Tool “The Confidential ”
• Resolve all 2nd and 3rd level escalated service desk issues.