Business Process Specialist / Project Manager Resume
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SUMMARY:
- Delivered impressive, proven results in an extensive career with various Disney IT entities, over a period of more than 12 years. In addition, served in several, varied, contract assignments. Strong and decisive leadership skills have been required with the ability to make executive - level decisions, while adapting to changing business requirements and complex organizational needs.
TECHNICAL SKILLS:
- ITIL Service Management
- Change Management
- Complete Lifecycle Technical Project Mgmt
- Executive Level Data Analysis & Reporting
- Financial Analysis & Reporting
- Communication, Tracking and Resolution of Issues
- Meeting Facilitation, Reporting and Tracking
- Advanced proficiency in Visio
- Expert in all MS Office Apps
- Process, Policy, & Procedure Documentation
- Creation and Delivery of Effective Presentations
PROFESSIONAL EXPERIENCE:
Confidential
Business Process Specialist / Project Manager
- Managed all project tasks and deliverables; scheduling and facilitating all project meetings; project schedule, minutes, action items, and all project documentation,
- Performed validation of initial migration of all sites and libraries in SharePoint Designer
- Assignment, and scheduling of over 25 UAT testers; onshore and offshore users
- Created customized test scripts for individual sites, for a disparate base of UAT testers
- Developed and managed corporate communications for planned Production Go-Live
Confidential
Sr. Business Systems Analyst / Technical Project Manager
- Delivered/supported solutions for several IT initiatives, such as:
- Managed an upgrade of the VDI environment; migrating waves of local and offshore users to a new VDI, scheduling, managing resources, and reporting to Executives
- Provisioning, and implementation of new VMware HA machines/clusters
- Requirements gathering, creation of Vendor Scorecard, product evaluation, documentation, and execution of new Production and DR NetApp/NetBackup storage solutions, evaluation and signoff of vendors’ SOWs, authorizing vendor payments
- Planning and execution for the migration of all recently acquired (EASE) applications into the Confidential data centers; complete data center migration
- Created documentation and Visio process flows for several internal processes
- Provided planning support for a DB2 cutover for the critical Payroll system
- Led effort to realign ITSM tool with newly updated organizational structure
- Documented existing ITSM structure, including all CMDB data; i.e. Service Catalog, CIs, Assignment Groups, Team Members; Incident, Problem, Change, Service Level Management, and Project Management process flows
- Evaluated and documented/mapped required changes for ITSM tool to align with new organizational structure and process/work flows
- Created a v2 of the existing CMDB, incorporating all changes
- After thoroughly testing, proceeded with implementing new CMDB and processes into Production via a Wave method to all end users
- Served on Cloud Forum; designing and implementing Cloud solutions within AWS
- Lead team (including Architecture and Security) in developing both internal and external environments for Development, Test, and Production needs
- Created project plans, importing them into HP PPM, and managing the project plan in the tool, and all other project documentation through Project Closing
- Managed Service Requests and Change Requests on the ServiceNow platform
Confidential
Sr. Business Analyst / Program Manager
- Defined existing and new processes for Single Sign On and Identity Management business requirements
- Worked with several Business and IT groups (Change Management, Info Security, ADM, EIS, Governance, etc.) to define and document 16 distinct processes
- Created complicated process flows with Visio, as well as Request Forms to be integrated into ServiceNow, and other types of targeted documentation
- Pending restoration of Apps to the Production environment was dependent on this process development, and these newly created processes were essential to rebuild an entirely new infrastructure
- Vital Business clients (Film & TV, Digital Services, Music, etc.) required new processes to access crucial services, such as Third Party Vendor (SaaS) applications, a Company AppStore, SharePoint, and File Share services
- Collaborated with all levels, SVP through consultant/contractor to elicit information
Confidential
Project Manager
- Managed a critical project for developing a Customer facing application, which was previously outsourced to an external vendor, and integrate it into the Salesforce.com platform, creating new internal workflows and Customer related processes
- Managed all project-level tasks; communication, planning, scheduling, and tracking
- Responsible for developing and maintaining all required project documentation
- Incorporated enhanced marketing tools and techniques for Business Intelligence and Analytics (Google Tag Management) Groups
- Worked cross-functionally with departments: Marketing, Salesforce.com, Personal Lines, Customer Self-Service Group and Mobile Group, as well as offshore developers
- Managed Service Requests and Change Requests on the Remedy platform
Confidential
Sr. Business Analyst / Project Manager
- Surveyed multiple existing reports and delivered user documentation for the creation, distribution, and publication of these Corporate-critical reports
- Inventoried entire portfolio of applications; RFP for a company-wide service proposal
- Executive analysis and reporting for service management cost distribution amongst users
- Created model, aligning budget with all upcoming SW spend, setting payment schedule
- Assumed reporting duties for department, allowing Director to focus on other priorities
Confidential
IT Operations Analyst
- Brought into this new role to implement the ITIL Problem Management module within the ServiceNow platform. Soon after joining, leadership decided to put the project on hold.
Confidential
Project Manager
- PM/Scrum Master for multiple technical projects throughout the respective project lifecycles, initiation through maintenance; effectively communicating status to all levels
- Extensive experience with Visio; data and process flow diagrams with linked, ‘swim lane’ documentation; data and process definitions and supporting information; use of diagrams to define current processes and scope potential improvements/solutions
- Implemented the CA (Clarity) PPM (SaaS) tool; Scrum Master & Clarity Administrator
- Documented existing processes for SAN and NAS storage requests; streamlined the entire process and published procedures; setting new SLA goals for our team
- Represented the interest of DCP Licensing, by serving as PM for several initiatives rolled out at the Enterprise level; ensuring that all were completed on, or ahead of, schedule
- Maintained licensing and software requirements for several infrastructure applications
- Developed excellent customer relationships, contractor through executive level
- Functioned as the ITSM Change Manager for the Architecture team on the ServiceNow platform
Confidential
Sr. Project Analyst
- Integral member of PMO staff for Corporate and EIT, supporting multiple projects, reprioritizing resources as dynamics shifted, while not losing sight of the big picture
- Lead the move to improve, streamline, document, and implement multiple processes and policies throughout the PMO organization and overall Corporation
- Executive level (CIO) data and metrics analysis, reporting, and PowerPoint presentation duties with strong communications skills to all levels of employee base
- Organized and facilitated weekly status meetings for Project Teams, Stakeholders, and Executives, tracking and communicating status to all
Confidential
Systems Administrator/Analyst
- Worked with Project Teams on the build and implementation of Unix and Windows servers; developing and installing architecture as specified.
- Well versed in reviewing Business Continuity Plans, RPO, RTO; administered, scheduled, and supported critical backups and restoration of all Customer data
- Investigated and repaired any hardware or software problems or escalated to, and worked with vendor representatives to address issues.
- Managed thousands of Service Requests and Change Requests through the years on the platform of HP Service Manager