Organizational Change Manager Resume

SUMMARY

Passionate, certified (ProSci) Organizational Change Manager with 18+ years of professional experience working in the telecommunications and higher education industries. I am skilled at building relationships and facilitating collaborative conversations to achieve results.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential

Organizational Change Manager

Responsibilities:

Develop and maintain an organizational change management (OCM) maturity roadmap for Penn State IT
Create organizational change management plans for strategic IT projects and initiatives
Collaborate with project managers to integrate change and project management plans, and execute change management activities
Led Organizational Change Management (OCM) efforts for Penn State’s migration of 98,000 accounts to Microsoft’s Office 365 email and calendaring.
Established a change agent network consisting of 450 staff, faculty, and students.
Developed and implemented a migration process focused on driving adoption, and proficient use, of Office 365 email and calendar.
Developed communication plan and key user messages
Designed and implemented engagements and feedback mechanisms - surveys and focus groups - that facilitated continuous improvement throughout the project
Developed and executed an Organizational Change Management plan on a University Health Services HIPAA Compliance project.
Coached administration to effectively sponsor the project
Developed the communications and training strategy
Established feedback channels
Coached project managers on developing OCM plans for smaller and internal projects
Currently developing OCM plans for an IT transformation initiative across Penn State
Growing Penn State IT’s Enterprise Change Management capability by conducting ProSci Change Management training and leading Change Management awareness sessions

Enterprise Incident Manager

Confidential

Responsibilities:

Reduced lead time for outage reports from four weeks to four days
Established standard communication channels and clear roles and responsibilities leading to a decrease in major outage durations
Developed an incident model to standardize response and resolution times based on a service’s business value to the University.

Business Process Analyst

Confidential

Responsibilities:

Established a departmental continuous improvement program
Started improvement efforts with four critical business processes and transitioned the program to an operational team as I began my Incident Manager role.
Promoted to the role of manager Network Operations Center (NOC) manager within five months of joining Penn State
Developed operational processes and procedures for the team responsible for monitoring and supporting Penn State’s network, phone, and video services.
Led hiring committees and performance management activities
Nominated by peers and executives to serve on the steering committee of an IT leadership community through which we used monthly meetings to operationalize the CIO’s strategy
Developed and executed change management plans to form a 24x7 Operations Center, merging the NOC and a similar group
Coordinated staff relocation, conducted skills analysis, and standardized processes
Championed, trained and coached staff and managers on process standardization changes
Increased Service Level Agreement (SLA) resolution rate from 50% to 80%.
Developed and tested business continuity plans for the NOC