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Change Manager Resume

TECHNICAL SKILLS:

  • Customer Service
  • Help/Service Desk Support
  • IT Incident Management & Lifecycle
  • Change Management
  • Personnel Training
  • Resource Analysis ServiceNow
  • Service Level Agreements
  • Unix
  • Windows

PROFESSIONAL EXPERIENCE:

Confidential

Change Manager

Responsibilities:

  • Manages and coordinates all activities necessary to control, track and audit Changes in the environment.
  • Supports internal improvement projects to implement new technology and process improvement, ensuring compatibility and integration with other processes.
  • Ensures Change status, progress and issues are communicated to the appropriate groups.
  • Audits and manages the process lifecycle and reports to upper management
  • Schedule Urgent CAB/XCAB meeting when necessary
  • Responsible to review Change Schedule (CS) for conflicts
  • Chairs the CAB
  • Collaborate with Problem and Incident Management on Change Related Incidents. Participate in root cause analysis.
  • Identify, track and report unauthorized changes and conduct mandatory meetings to vet out root cause and future preventative action plans.

Confidential

Incident Manager

Responsibilities:

  • Ensure incidents are escalated and facilitated to enable efficient and timely service restorations
  • Communicate with all levels of management regarding Priority 1 and Priority 2 incidents
  • Support rotating on - call support for Priority 1/2 (24x7)
  • Perform initial Priority assessments and mediate Priority assessment disputes.
  • Facilitate the restoration of service. Facilitate discussions and identify resulting action items.
  • Ensure the correct technical staff is working on an incident
  • Escalate issues during the issue resolution
  • Facilitate and support lessons learned reviews
  • Assist with enhancements of incident process documentation & incident reports
  • Assist in measuring and improving, information and experience within incident management
  • Ensure strong, clear and effective communication across all release stakeholders
  • Ensure standards, tools and best practices are implemented
  • Educate community about Incident Management services
  • Completes ad-hoc and ongoing projects on an as-needed basis
  • Knowledgeable in the functionality of the application ServiceNow.
  • Ally Business Units and the significance of each entity.

Confidential

Incident Manager

Responsibilities:

  • Provide Enterprise Command Center and Hosting Incident Management Center support for the IT infrastructure of General Motors Data Centers worldwide.
  • Coordinate and assist technical teams in Incident Management with the objective of restoring production service while reducing incident and impact notifications.
  • Produce assessment reports and timelines summarizing business impact, staffing, and economic data for review by GM and Confidential executives, managers, clients, and cross suppliers.
  • Work within the Enterprise Command Center and Global Service Assurance Center monitoring servers and applications that directly impact General Motors daily business and development.
  • Evaluate training implementation to develop new programs and/or improve existing duties.
  • Facilitate morning and afternoon incident conference review calls.

Confidential

Incident Manager

Responsibilities:

  • Provided Incident and Escalation management for Global regions of the GM account.
  • Responsible for verifying the proper management and IT representatives are engaged to resolve incidents.
  • Ensured Service Level Agreements (SLA) and goals were met.
  • Created step by step processes and trained help desk personnel.

Confidential

Service Level Manager

Responsibilities:

  • Ensured a clear representation of critical customer metrics were presented to Operational Excellent (OE) leadership within GM GSC36B division.
  • Liaison between the account and OE organization for Service Level Account reporting/metrics.
  • Monitored Service Level Agreements (SLA) for penalties.
  • Reported key performance issues and early warning processes to upper management.

Confidential, Farmington Hills, MI

Shift supervisor

Responsibilities:

  • Shift supervisor of multiple Level 1 & 2 operating system towers.
  • Responsible for daily service - delivery processes and operations.
  • Ensured Service Level Agreements (SLA) and goals were met.
  • Created step by step processes and trained help desk personnel.

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