SUMMARY:

• 9+ Years of work experience in Project Management.
• Successful designed and directed printer replacement project for enterprise solution.
• Skilled and dedicated ITIL Expert with a superior work ethic and client satisfaction record.
• Hands on all aspects of ITIL management and coordination.
• Extensive knowledge in application configuration support and Infrastructure support
• Well versed in multiple styles of Release & Change Management processes
• Superior facility with ITIL V3 processes and life cycles
• Coordinated build process between to ensure only needed changes were included
• Lead cross - functional team to support each Release project plan and post Release/Change review
• Provided Release services for SDLC Waterfall and Agile/Scrum
• Concurrently managed multiple Releases and Changes
• Managed Technical Projects to completion and customer satisfaction Worked with Vendors to obtain information, pricing and support for various products
• Utilized MS Project to manage Projects
• Outstanding grasp of ITIL principles and processes
• ITIL V3 certified professional of progressive IT experience in service operations and technical support.
• Skilled in process management implementation to improve Change, Incident, Problem and Release Management solutions, leveraging cross functional group collaboration for effective process improvements and rapid solutions.
• Developed customer facing documentation for implementations
• Developed Release Management documentation including internal Installation directions
• Created & presented various technical presentations for internal and external customers

PROFESSIONAL EXPERIENCE:

Confidential, Washington, D.C

Service Delivery Manager

Responsibilities:

• Managed the delivery and implementation of Printer replacement project in Client Headquarters.
• Ten-month implementation encompassed setting up Scan and Printing features, evaluating maintenance related work and performing QA analysis.
• Plan and Implement the new solution replacing existing print solution.
• Subject Matter expert for Managed print services and scripts to Helpdesk
• Performed enterprise print transition, worked with end users, vendors and service providers.
• Document all helpdesk scripts and create Knowledge base in Service Now
• Successfully designed, directed and manage the project execution and the change process.
• Stayed ahead of schedule and within budget.
• Developed and managed the overall strategy to support the production environment.

Confidential, Bellevue WA

Release/ Change Manager

Responsibilities:

• Confidential provides software product engineering and enterprise services to major corporations.
• Developed weekly Cross-functional meeting for nation-wide members with Agenda & Meeting notes.
• Created multi-page Google site detailing Release information serving internal staff & Business Owners.
• Effectively managed changes and problems internally
• Managed & developed process to schedule & approve deployments for Pre-Production environments.
• Introduced time-based Deployment plans to Operations group that provided immediate improvements.
• Defined, implemented, and governed the Change policies, and processes.
• Ensured all High-level RFC's are circulated to appropriate CAB members.
• Define and employ common approach for processes such as build schedules, deployments, release requests, environment outage tracking and resolutions
• Identify issues and track them to closure using spreadsheet to ensure traceability. This includes defect tracking, incident tracking, and bug tracking.
• Created a dashboard with tracking information for the meetings.
• Responsible for build management, build verification & troubleshooting builds for Releases.
• Managed deploy plans, deployments & tracked test results from UAT to Pre-Prod to Production.
• Improved documentation by creating internal Release Management Wiki page to collect required information.
• Supported Change Management process while Change Manager Role was vacant.
• Participated in Agile Stand-ups, Scrum of Scrums and Department meetings to help facilitate Releases.
• Perform assessments throughout Software Development Life Cycle (SDLC) to ensure Project Management Framework standards and Project Life Cycle documentation are met and are compliant with audit requirements

Confidential, Los Angeles CA

Change Manager

Responsibilities:

• Maintained daily operations for various dependent systems in deployment.
• Responsible for Production updates up to 2/week for minor Releases & major Releases 1/month.
• Created scripts and validation tools to decrease implementations by 50%.
• Participated in Customer Service role during peak call-volume periods
• Updated documentation to industry standards.
• Tracked Change Management of internal instance for both code and system level changes.
• Participated in transformation of Waterfall SDLC methodology to Agile Scrum
• Resolved problems and completed tasks using standards processes and applications consistent with standard desktop image.
• Provided daily status report, documented problems and resolutions.
• ITIL Service Management (Service Operations)
• Manage data center operations (Wintel and Citrix Services) leading a global team of engineers
• SLA based Reporting, ITIL process integration and gap analysis
• Continuous Service Improvement, Capacity Planning & Risk Management
• Disaster recovery and Business Continuity Planning
• Develop/organize short, medium and long-range plans that are comprehensive, realistic and effective in meeting project, or programmer goals
• Actively develop and maintain best practice material and standards to support future development projects and knowledge sharing
• Create and maintain appropriate documentation to support the delivery of defined project/programmer objectives
• Chair Monthly/Quarterly Service Review Meets
• Effective Problem Management, Change Management and Release Management

Confidential

Service Delivery Manager

Responsibilities:

• Management of multidimensional projects and the development of high-profile initiatives, collaborating with clients, guiding and inspiring cross-functional teams.
• Responsibility for the development and control of the Change Management process and systems documentation, implementing and managing improvement initiatives.
• Successfully trained new hires for the department.
• Collaborated with service delivery to deliver Change Management related contractual obligations weekly.
• Liaison between Bluescope steel and the client for Change Management.
• Lead the triage process for service requests in Remedy to ensure accurate changes and complete documentation.
• Supported all infrastructure related changes, directing weekly customer CAB meetings.
• Provided subject matter expertise for all Change Management related contractual requirements
• Demonstrated experience driving IT database implementation and management.
• Proven expertise in project management & project support in a complex environment.
• Demonstrated business and financial acumen, with a working knowledge of network, security, and infrastructure products, services and technologies.
• Coordinate Stakeholder Trainings session on new process.
• Oversaw the entire migration of the windows to VMware servers into the Change Management process.
• Produced training documents for support teams and other stakeholders' pre-and post-implementation
• Designed and rolled out the Application Change Management process to business units, support teams, and other stakeholders.
• Chaired CAB and Change Review meetings using Forward Schedule of Changes Calendar.
• Partner with training Team in designing. Preparing, and conducting training courses related to Change Management practices.
• Ensure that the ITL - based Change Management process is followed and ensure the adoption of best practices across IT.
• Ensure that all stakeholders are trained, if necessary, and provided with appropriate documentation and information pertaining to each new change.
• Negotiate with clients for Server downtimes.
• Post change verification from customers.
• Implemented rollup and back strategy