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Change Manager Process Owner Resume

SUMMARY

  • Results - driven, detail-focused technology leader with comprehensive background in spearheading multifaceted technical and logistic business units to meet internal company and client needs. Employ customer-centric approach and direct diverse teams to deliver on-time projects.

AREAS OF EXPERTISE

  • Process Improvement
  • Team Leadership
  • Client Relations
  • Thought Leadership
  • Data Operations
  • Software Development
  • Analysis
  • Program Management
  • ITIL
  • Disaster Recovery

PROFESSIONAL EXPERIENCE

Confidential

Change Manager Process Owner

Responsibilities:

  • Oversaw virtual workforce of analyst, exceeding monthly requirements for 4 Service Level Agreements.
  • Attained change audit compliance score of 99% from 98.4% 3-month low by forming internal audit program.
  • Collaborated with Service Now leads, revamping 6 change management workflows, conforming with ITIL standards and eliminating customization.
  • Elevated CAB reporting and content through data prioritization, improving change regulation and reducing expedited changes 20%.
  • Optimized processes through team collaboration and increased ITIL process maturity score 40%.
  • Devised alternative process and focused teams, generating $150K in additional revenue 1 month earlier than projected.
  • Authored holistic change process manual for 19 state agencies, and guided process compliance.
  • Executed and strategized with Commonwealth senior change leadership, standing-up new billion-dollar Confidential confirmed contract.

Service Delivery Manager

Confidential

Responsibilities:

  • Controlled team direction and revised processing by replacing multiple agency Open System environments.
  • Produced first state agency security baseline among 19 agencies, consisting of 30+ servers.
  • Honored with 2006 Silver Recognition Quarterly Award for providing outstanding customer service.
  • Galvanized efforts in upgrading state agency to new Operating System, involving 16 Enterprise servers.
  • Expanded 2006 - 2008 Capacity Planning for agencies by ensuring training and performing as project lead.

IT Resource Manager & Assistant Technical Support Manager

Confidential

Responsibilities:

  • Rehabilitated response times 25% by conducting in-depth agency transaction response time analysis.
  • Augmented 3 audit objectives, resulting in Confidential passing SAS70 inspection.
  • Created enhanced agency shared responsibility and accountability by revamping deficient change management system.

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