10+ years IT Professional Subject Matter Expert in designing and supporting Change Management.
10+ years IT Professional Subject Matter Expert (SME) in Microsoft (MS) Office suite of products.
Vast experience in applying industry leading practices and frameworks for developing and supporting ITIL programs.
Outstanding interpersonal and communication skills with the ability to liaison with both technical and non-technical groups.
MS Office 2010/2007/2003: Project, Word, Excel, Outlook, PowerPoint, Visio
ITIL V2 and V3 Foundation
Six Sigma Green Belt
Expert familiarity with SOX and PCI audits
Confidential, Richardson, TX
May 2008 - August 2012, IT Change Manager
Proven subject matter expert (SME) in utilizing ITIL, SOX, and PCI guidelines to support building customized IT Change Management processes.
Ability to work with many different types of personalities maintaining a balance between a positive customer-focus yet ensuring their compliance with the policies and procedures of the Change Management process.
Provided Change Management and application training for staff and clients in classroom environments, via phone, and remote via WebEx Change Management.
Managed the review, facilitation, communication and documentation of Production
Change Requests from planning to implementation.
Held the role as point of contact for SOX and PCI Change and Incident Audit requests.
Senior member of the Quality Programs Team, responsible for identifying areas of improvement within IT then utilizing industry standardized tools to move toward improvements.
Confidential, Plano, TX
September 2006 - May 2008, IT Change / Release Manager
Designed, developed, and launched the Change Management process within Confidential,
Provided system administration and support of the ITIL Change and Incident platform using BMC Remedy.
Exhibited excellent people skills as well as listening/negotiation skills and an ability to work with cross-functional teams as a strong team player with a demonstrated track record of working in fast-paced, quickly changing environments with customer service focus.
Created documentation for processes and training purposes which became standard practice for the Enterprise.
Supported group Change procedures and made recommendations for improvement. Responsible for consolidating issues for management level review.
Displayed my familiarity and understanding of the ITIL framework in providing impact analysis of all Changes proposed for implementation using reports visible to the CIO.
March 2005 - September 2006, SR IT Analyst - TLG and Business Objects Reporting
Investigated and resolved Production and code issues within the Business Intelligence Data (BID).
Maintained BCA schedules.
Supported and maintained the corporate document repository.
Supported secured account access for BID data.
Provided Production support of Otiva profile management.
Provided direct, effective and efficient client support for 3rd party vendors and Cingular personnel for BO reporting, account creation and management.
March 1999 - March 2005, Systems Analyst - TLG COBOL Programmer
Investigated and resolved Production and code issues within Telegence applications related to all areas of Cingular.
Created and maintained reports for third party vendors and all groups that were a part of the Telegence environment.
Developed code using PL/SQL and C/C++.
Designed, created, and maintained reports utilizing UNIX, Oracle, and PL/SQL.
Displayed effective communication (verbal and written) with internal and external clients of varying technical abilities.
Degree Obtained: Master Project Management
Degree Obtained: Bachelor Computer Information Systems
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