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.
