Transition SME and Release Manager Resume

SUMMARY:

Experienced project manager known for leadership and successfully delivering multiple concurrent projects. Reputation as resourceful ‘go - to’ person and subject matter expert for best practices, standards, and procedures. Recognized for training and mentoring peers. Independent thinker and excellent communicator.

TECHNICAL SKILLS:

ITIL v3 Foundation Certified
Root Cause Analysis
Process Reporting, Training & Analysis
Transition Management
Internal Auditing (SOX, ISO, SAS70)
SLA Reporting (Dashboard, Scorecard)
Client Relationship Management
Service Level Management

PROFESSIONAL EXPERIENCE:

Confidential

Transition SME and Release Manager

Led process education focus group consisting of 26 members that initiated and implemented several successful ITIL training projects for IPC teams, resulting in commendations from senior management.
Provided onsite SME support for startup of Motorola account transition into IBM supported environment, representing project management team and working extensively with customer and account leadership.
Accepted two lead roles at go live of Newell Rubbermaid Transition, US Command and Control support and Interim Service Delivery Manager, fulfilling unexpected steady state gap due to peer’s emergency illness, resulting in recognition from account team for exceptional teamwork.
Transitioned Confidential successfully into IBM environment, utilizing Sony’s as-is processes, involving extensive knowledge transfer from outgoing vendor, and working with 3 regions with disparate processes.
Developed custom pricing, scope, and schedules for release and deployment management engagements.
Directed all aspects of Fireman’s Fund (FFIC) account Release Management process, including developing and maintaining yearly master infrastructure release calendar.
Reduced time required to support FFIC customer 50% using issue tracking and ongoing customer and account communications and escalations.
Automated monthly FFIC account release metrics, saving approximately 1.5 hours/month effort.

Confidential

Problem and Change (IPC) Coordinator

Drove Disney account non-compliance down 34% as result of weekly manager discussions.
Provided IPC SME support on all account training sessions held, providing input into upgrade and creation of new IPC ITIL compliant training materials.
Led IPC team in rewrite of Disney customer’s internal audit control language, reducing time consuming manual data pulls and effort in data requests, resulting in internal award from account team as well as letter of recognition.
Worked with Disney account team and customer to update emergency change process, enforcing process usage for high severity incidents only and reducing number of emergency changes significantly.
Mentored new team members through Healthnet account’s outsourcing, receiving internal award as well as positive management feedback.

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