PROFESSIONAL SUMMARY:

• Cheryl is an experienced IT Professional with 15+ years of experience with a background in Asset, SLM, Service Request, Dashboard and Analytics, and Knowledge Management
• She holds an ITILv3 Certification.
• Strong background and experience in creating, reviewing, managing and documenting Service Level Agreements for a large Data Center.
• 3.5 years of recent hands - on experience in using VMware Suite for managing SLA’s.
• Strong experience in administering, programing, upgrading and installing the BMC Remedy ARS
• Followed industry Best Practices and recommended COTS software for the purposes of out sourcing software, hardware and data center operations.

AREA OF EXPERTISE:

Asset Management and Logistics: USCG/TSA/DHS Sun ower Asset Management (SAMS) Database; IT Service Management & IT Asset Management Services (ITSM & ITAM Services) that provided reliable, scalable, secure, feature rich, and ITIL compliant Service Management and Asset Management tool used by TSA./DHS for tracking assets and managing, Incidents, Service Requests, Problems, and Changes in support of customers and various lines of business.

Con guration Management: Supports Enterprise Service Request (SR) and Support Enhancements. These efforts include managing internal change issues. Experience managing version control, con guration items, con guration control, system change requests (SCR’s) for hardware and software; Maintained test problem reports (TPR’s); Experience handling engineering change requests (ECR’s); chaired change control board (CCB meetings and SLA’s; supervised CM/test staff, performed CM tools, training, SCM, client server, SQL database, Remedy Action Request System, Share Point, Visual Source Safe, Source Code, Standard Code, Standard Operating Procedures Standard Technology Infrastructure Library (SOP ITIL v.3), Remedy, Service Center Now, Network Security, Unix platform; Responsible for SEI/CMM implementation, quality assurance testing on Web Based (client server applications; crystal reports; developed detailed documentation for operating processes and procedures; implemented customer change control policies and procedures as Librarian; CompuSearch PRISM for Confidential Government agencies, Version 7.x. Used Web CM, Rational Clear Case, Clear Quest, CM Vision, PVCS, Doors, life cycle development, SDLC, CMMI, problem tracking resolution, IEEE Standards, ISO 9000 Standards and IV&V Testing, Gap Analysis, PMO, risk analysis, business case analysis, strong communication skills, proof of concept (POC), disaster recovery plans, CON Ops, metrics, audits, project trackers, MS Of ce, Visio, SOA, change management and team facilitation

Information Technology: Computer Security supporting LDAP, .Net, Entrust Vulnerability ScanningVeri cation & Validation Testing; Supported TSA/DHS practices to provide documentation to include risk management and system security plans, information assurance assessments on systems development, integration, and operations and maintenance. Maintained government compliance with the customer certi cation and accreditation process pursuant to security guidelines following ICD 503 standards and best practices and NIST and NIST policies.

TECHNICAL SKILLS:

• Microsoft Of ce products including MS Project, Share Point, Word, PowerPoint, Excel, Of ce 2000, Windows 95, 97, 98, 2000, e-Gov, Visio, NT, E-Mail, and Outlook, HIPAA/508 Compliance Standards, Security
• HP Service Center Manager, BMC Remedy, IBM Tivoli, CMDB, ITIL v.3, Database Management, FileAid, Spreadsheets, Project Metrics, Earned Value, Aldus, Access DB, PeopleSoft (People Tools 1 & II, SAP, SAS, RPG, DOS, BASIC, TSO, ISPF, OS2), Remedy, Tivoli, Visio, Agile Scrum, VMWare
• Unix, HP Sun Spark/Solaris, Oracle 9i, Oracle 11i, IBM, AIX, IBM 20, 4300, COBOL, Burroughs, Data General, Digital VAX, Wang, Entrust, Windows 2000, CA-7, Windows NT 4.0, Lotus Notes, ServiceNow, InfoMan, Netview, ITIL, Windows Server, Unix, DB/2 SQL Server
• Service Center Network Monitoring, Oracle, WordPerfect, Novell, Basic Telephony, HP Open View, Windows Server, Unix 9i & 11i, DB/2 SQL Server

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Provides project support for Implementation of the Computer Associates CMB Tool CA Con guration Automation r12.7
• Manages changes modi cations and support Stakeholders request
• Manages a Team of 8 Staffers
• Attends CCB, ERB, SERB, Security and Architecture Team Meetings
• Writes and reviews, Standard Operating Procedures (SOP’s)
• Writes and develops Processes and Procedures for Customer Subject Matter
• Tracks project development, budget and staff matters
• Manages project management plan and other project related duties as assigned
• Prepared instructor materials (course outline, background material, and training aids) to customize the CA (Computer Associates tools.
• Modi ed COTS (Out of the Box) student materials (course manuals, workbooks, handouts, completion certi cates, and course critique forms).
• Trained Canada Post personnel (online) to support formal online classroom courses, online web-workshops and online web-seminars.
• Administered and program BMC Remedy ARS
• Perform upgrades and install the BMC Remedy ARS, Mid-Tier, CMDB, Incident, Problem,
• Asset, SLM, Service Request, Dashboard and Analytics, and Knowledge Management
• Developed and implement modi cations to the Remedy con guration management database (CMDB)
• Created detailed designs based on customer's functional requirements
• Installed and con gure Remedy ITSM suite of products and applications (8.0 or later)
• Provided technical support to customers by investigating and resolving systems-related matters
• Provided support telephonically and/or electronically
• Researched user requirements and provide recommendations to ensure task compliance

Confidential

Systems Integrator

Responsibilities:

• Responsible for the process and support for system Improvements that enable the enterprise CCM process.
• De nes the Change Management processes, policies and procedures.
• Coordinated, supported and perform activities for projects and report on those activities to supervisor and project manager (COR).
• Maintains the CMDB (ITSM/ITIL).
• Oversees and guides implementations and support Risk Management and Disaster Recovery efforts.
• Monitored all Con guration Items (CI’s) and processes.
• Documents and supports the implementation of the new process including ow charts of all areas that participate in the process.
• Provides guidance and recommendation to the Remedy Admin team for making changes within the current CCM module.
• Acted as technical coordinator and alternate contact to open Service Requests (SR) using
• ServiceNow - SupportNet or by contacting your Support Center.
• Entered data for assignment of unique identi cation number for each new issue which included:
• Determining the priority of the call (critical, high, medium, low)
• Determining steps that led to the problem or crash
• If was a crash, reported the rst few lines of a trace back for resolution
• Provided outreach/train the Enterprise and Engineering team members.
• Developed and implemented training and develop material to support the Department of
• Labor GOTs project modernization tools for Agency online integration and implementation.
• Prepare reports and monitor training tasks in support of the goals of the Contractor Program
• Manager and the government sponsor(s) using standard training standards and software and hardware programs such as modeling and simulation and prototyping efforts.
• Supported DOL program requirements for BMC Remedy ARS Performed upgrades and install the BMC Remedy ARS, Mid-Tier, CMDB, Incident, Problem, Asset, SLM, Service Request, Dashboard and Analytics, and Knowledge Management
• Developed and implement modi cations to the Remedy con guration management database (CMDB)
• Created detailed designs based on customer's functional requirements
• Installed and con gured Remedy ITSM suite of products and applications (8.0 or later)
• Provided technical support to customers by investigating and resolving systems-related matters
• Provided support telephonically and/or electronically
• Supported Stakeholder requirements and provide recommendations to ensure task compliance
• Provided services to support Enterprise Infrastructure Division (EID) by providing IT infrastructure planning, engineering, design, testing, implementation, project management and operational support services for Confidential NAS enterprise components which include DevOps and Cloud Services.
• Managed Service Request ticket (SCRs) for Change Management.
• Acted as technical coordinator and alternate contact to open Service Requests (SR) using ServiceNow and CRM by contacting your Support Center.
• Entered data for assignment of unique identi cation number for each new issue which included: -
• Determining the priority of the call (critical, high, medium, low)
• Determining steps that led to the problem or crash - If was a crash, reported the rst few lines of a trace back for resolution
• Provided outreach/train the Enterprise and Engineering team members.
• De ned the Change Mange processes, policies and procedures.
• Developed online train-the-trainer, desktop course material and student guides to re ect
• Confidential staff learning and eLearning principles to enable use of proprietary for the Confidential Modernization program. The training included COTS IT solutions for the program upgrade.
• Used BMC Remedy ARS for Confidential software management
• Perform upgrades and install the BMC Remedy ARS, Mid-Tier, CMDB, Incident, Problem,
• Asset, SLM, Service Request, Dashboard and Analytics, and Knowledge Management
• Developed and implement modi cations to the Remedy con guration management database (CMDB)
• Created detailed designs based on customer's functional requirements
• Installed and con gure Remedy ITSM suite of products and applications (8.0)

Confidential

Project Manager

Responsibilities:

• Supported Heart, Lung and Blood Institute Infrastructure Modernization project.
• Managed WBS project deliverables.
• Managed a project team which included government personnel, contractors, sub-contractors and independent contractors.
• Supported the PMO Of ce with audits, project tracking, procurement reports, monthly status reports and human capital reports.
• Provided hands on experience with coding, testing, and/or software development and demonstrate experience in all 9 knowledge areas of the 5 project management processes with an emphasis on the areas of schedule, cost, and quality control and experience in Earned Value Management practices and reporting.
• Supported organizational change management by including stakeholder engagement, leadership Alignment and train-the-trainer for readiness and bene t realization.
• Developed PowerPoint demonstration material. Displayed and developed knowledge management material to support change management principles, methodologies and best practices.
• Developed student guides, quick reference material and instructor guides.
• Supported program BMC Remedy ARS
• Maintained upgrades and install the BMC Remedy ARS, Mid-Tier, CMDB, Incident, Problem,
• Asset, SLM, Service Request, Dashboard and Analytics, and Knowledge Management
• Developed and implement modi cations to the Remedy con guration management database (CMDB)
• Created detailed designs based on customer's functional requirements
• Installed and con gure Remedy ITSM suite of products and applications and documentation (8.0 or later)
• Provided technical support to customers by investigating and resolving systems-related matters

Confidential

Sr. Systems Engineer

Responsibilities:

• Performed hands-on technical role and acted as part of a team to manage software licenses for the TSA.
• Supported technical duties in the role: Software asset management that involved software licensing, management, tracking, software packaging and deployment.
• Supported change management activities within the Hybrid Cloud and SharePoint.
• Worked in an increasingly complex environment, supported multiple projects simultaneously.
• Supported and interfaced with other technical teams in support of the SDLC on a daily basis in order to troubleshoot or strategize TSA issues.
• Managed Service Request ticket (SCRs) for Change Management.
• Acted as technical coordinator and alternate contact to open Service Requests (SR) using ServiceNow
• SupportNet or by contacting your Support Center.
• Entered data for assignment of unique identi cation number for each new issue which included: - Determining the priority of the call (critical, high, medium, low) - Determining steps that led to the problem or crash - If was a crash, reported the rst few lines of a trace back for resolution
• Provides outreach/training to the Enterprise and Engineering team members.
• De nes the Change Mange processes, policies and procedures.
• Tracked and coordinated with software packaging and assisting TSA’s System Analysts with the deployments within the hybrid cloud environment (Oracle 9, Oracle 11i, MS Suite, TSA CMDB and System Enterprise Con guration Management).
• Performed Con guration Management activities relating to identi cation, control and tracking of designated systems licenses and/or equipment of hardware and software. Interfaced with department personnel to ensure new systems/services are compliant with CM policy
• Managed introduction of new software packages in the environment to include: validity of packages, ef cacy of instructions and tracking of software/hardware changes.
• Attended the weekly TSA CCB Board Meetings to interfaced with and coordinate with other Con guration Management teams in TSA.
• Administered and program BMC Remedy ARS
• Perform upgrades and install the BMC Remedy ARS, Mid-Tier, CMDB, Incident, Problem, Asset, SLM, Service Request, Dashboard and Analytics, and Knowledge Management
• Developed and implement modi cations to the Remedy con guration management database (CMDB)
• Created detailed designs based on customer's functional requirements
• Installed and con gure Remedy ITSM suite of products and applications (8.0 or later)
• Provided technical support to customers by investigating and resolving systems-related matters
• Provided support telephonically and/or electronically

Confidential

Senior Consultant

Responsibilities:

• Provided customer support and oversight to assure tracking and archival for Information Security source les that included prospective violations of uses of Social Security Numbers and Credit Card Numbers of employee private information.
• Used Share Web Dashboard Cruise Control, Web CM for CMDB to help design processes policies and for process of handling secure classi ed documents.
• Acted as a Subject Matter Expert (SME) for Confidential Integration issues.

Confidential

CM Specialist

Responsibilities:

• Supported Confidential II contract for Confidential ’s Enterprise Con guration Management program.
• Supported Development and Validation of the National Airspace System (NAS) into the Next Generation Air Transportation System (NextGen).
• Acted as a Subject Matter Expert (SME) for Confidential integration issues.
• Supported Enroute and Oceanic Services.

Confidential

Con guration Manager

Responsibilities:

• Supported Department of Confidential Intelligence Systems and Operations for the US/UK programs.
• Inspected and approved CMDB project tasks.
• Validated CM artifacts in support of requirements management.
• Produced weekly, monthly, quarterly and yearly status metrics reports.
• Attended management and customer meetings.
• Developed written process and procedures for Naval SPAULT & NAV SEA SEC Programs.