SUMMARY:

• An analytical IT professional with 10+ years of experience in delivering client requirements with quality to agreed schedules and have vast experience in designing and implementing processes as per IT service principles that deliver effective results.
• Accomplished and driven service consultant with experience in end to end software and hardware implementation across multiple technology and domains.
• A young, enthusiastic, intellectually capable person with a passion to learn new systems, and work with people to deliver results that everyone is proud to be associated with.

TECHNICAL SKILLS:

Service Management Tool: Infoman(IBM), Remedy 4 & 7, Remedyforce, ServiceNow

Management Tools: Microsoft Project, Share Point, HP Portfolio Management, Mercury ITG

Version Control: Microsoft Visual Source Safe, CA Harvest

Reporting Tools: Business Objects, Cognos

Testing Tools: HP Quality Center

Databases: Teradata, Oracle, SQL Server, Toad (Oracle tool)

ETL Tools: Informatica, Datastage

Scheduling Tool: Control - M

PROFESSIONAL EXPERIENCE:

Confidential, New Jersey

Change Manager

Responsibilities:

• Manage, control, co-ordinate and administer all aspects of the ITIL Change Management Functions within the IT environment including Processes, Procedures, Documentation
• Receive, review, categorize and distribute Requests For Change and arrange for authorization or rejection within agreed timescales and at appropriate levels of authority
• Document comprehensive impact assessments from customers and suppliers that facilitate informed approval or rejection of changes
• Arrange and chair regular and emergency Change Advisory Board meetings
• Manage and distribute the Forward Schedule of Change and ensure all parties receive the maximum period of notice of any downtime
• Review all implemented RFCs to ensure that objectives have been met and instigate investigation into any failures or back-out implementations
• Ensure that the Asset & Configuration Manager receives timely and correct CI information to keep an accurate CMDB
• Good understanding of the system development life cycle
• Build relationships with the technical support teams and Problem Managers to ensure full, relevant and accurate information is shared to the benefit of all stakeholders
• Assist in the overseeing of deployments to all test and production environments for all release projects to ensure repeatability
• Provide regular and accurate management and leadership reports along with reviews, driving required discussions
• Making recommendations for Service Improvement Plans and drive projects for improvements
• Developed and maintained all policies for IT services.
• Evaluated all processes in coordination with IT Operations Manager.
• Delegating tasks and responsibilities to appropriate personnel.
• Resolving conflicts within the project team.

Confidential, Melbourne

Change Manager

Responsibilities:

• Daily review of planned change and/or release activities for responsible accounts/portfolios or projects
• Review and management of outage notification and communications relating to changes and releases. Delivering and managing the Communications Plan
• Advice and input into change and release planning and review forums as required (CABs and Release Control Board(RCB) forums)
• Prepare and Maintain Forward Schedule of Calendar (FSC).
• Manage Incident management
• Maintenance of auditable documentation relating to change and release management.
• Process improvement and associated updates to change and release management plans and adherence against the plan for change and releases
• Management of non-production testing and development environments, including refresh schedules, access and planning as required
• Perform Change readiness Assessment for all the environments
• Review/collation and distribution to various forum members any requested or relevant material as required
• Examine change records for dependencies and manage conflicts
• Perform Mercury ITG change request tool administration and support including user licenses and form maintenance

Confidential, Sydney

Release Manager

Responsibilities:

• Track progress of requirements within a given release to ensure they are on schedule and of high quality.
• Generate and maintain the Forward Schedule of changes.
• Maintain a configuration management process to Coordinating movement of these applications into the multiple test environments and Production environment
• Work closely with project management function to plan the contents and timings of moving a group of applications into test environments and production.
• Manage the interdependencies of the application changes and their testing requirements.
• Work with the Test teams and the Test Environment Management team to ensure that the application testing can be executed as planned.
• Work with the Performance testing team to ensure performance test runs have correct coverage, represent production load and are able to confirm safe movement into Production.
• Work with the Enterprise release managers to communicate changes and impacts to business and technical stakeholders as well as ensuring release stage gates are met.
• Ensure that Implementation and Release planning is completed with backout testing and support handovers and dependencies are ready.
• Work as Change Coordinator with Enterprise Change Manager for each Release and attend the CAB meeting for the team.

Confidential, Melbourne

Release/Change Manager

Responsibilities:

• Process Owner for Change and Release management, by developing policies, standards and procedure and constantly find opportunity to improve them.
• Establish goals, metrics and direction of Change and Release Management Portfolio and Service management team.
• Publish the Release calendar with a rolling 18 month timeline.
• Successfully implemented Release management process for portfolio and provided input for implementing the same for enterprise.
• Engage Project delivery and Service delivery functions to maintain and improve Release process.
• Assist technology and business in prioritizing the RFC for release.
• Prepare and maintain the Forward schedule Change (FSC)/ Forward Release schedule.
• Prepare and maintain the Production acceptance criteria for BAU Support acceptance. Managing the Pilot and Go-Live processes.
• Managing and facilitating the management and staff consultative forums
• Track progress of requirements within a given release to ensure they are on schedule and of high quality.
• Identify potential risks or address the Issues and Monitor issues/risks to progress of release and Report status on progress and issues
• Work closely with Configuration management team to perform the change impact assessment and monitor for any impacts.
• Liaises with all stakeholders to make sure design, build, testing and implementation stages/Stage gates in Software development life cycle are in accordance with schedules
• Conduct Release/Change readiness assessment based on production acceptance criteria, Test summary reports, stakeholder acceptance and Business approval.
• Chair the Change Advisory Board (CAB) meeting and Authorizes acceptable changes
• Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out of having failed.
• Conduct Post implementation review for the changes failed and update the Knowledge management Database.