SUMMARY:

• Experienced Change Management Coordinator, Reliability Management Analyst and Deployment Analyst Professional with 25 years of experience, providing service and support to the Lines of Business community.
• Additionally, developing and coordinating process standards across the IT organization for change, incident and problem management.
• Skilled in validating and elevating application packages into production environment platforms, and creating and establishing change management, Reliability Management processes and policies.

TECHNICAL SKILLS:

Languages: BASIC, CICS, COBOL, IBM RPG, JCL, MAXIMA

Operating Systems: IBM, Disk Operating System, Network Operating System, MVS, Windows Server 2008 R2

Databases: Blackbaud Oracle & SQL, Sharepoint

Office Applications: Microsoft Office, Access, Excel & Powerpoint.

Application Platforms: Hummingbird Exceed, Mainframe, Windows 2003 & 2008 R2, Rumba Ver. 7.4, SAP, Oracle & UNIXTools BMC Bladelogic, BMC Remedy, HP Service Manager, Peregrine 8.52, BMC End User Monitoring, SCCM an Service Now, Lean and Six Sigma tools, Used Service Now for Change Management, Incident and Problem Management

Mobile Technologies: Blackberry, IPOD & AVAYA ONE - X

Lifecycles: ITIL & Sarbanes-Oxley, Pharma and GxP

Middleware Technologies/EAI: PROJECT PROFILES AND EMPLOYMENT HISTORY

PROFESSIONAL EXPERIENCE:

Confidential

Database Administrator

Responsibilities:

• Standardize, document, and maintain data handling procedures for all database users
• Run regular reports to verify and ensure data integrity of all school databases
• Create usernames, passwords and email addresses for new employees
• Populate all school databases in preparation for the next academic year
• Export student transportation data and email it to school district transportation coordinators
• Provide database customization (i.e. create templates, run queries and special reports)
• Provide support for all ancillary database systems
• Serve as Assistant Registrar (report cards, course selection, transcripts, scheduling)
• Serve as a liaison among database users of the student information systems
• Provide formal and informal training to faculty, staff and administration
• Assist with help desk tickets and calls when needed

Reliability Management Analyst

Responsibilities:

• Analyze Reliability tickets; interface with the problem managers/owners of ITS, AS, BUIT and SCIT to ensure Reliability incidents and problem tickets are actively worked on and updated accordingly using Service Now.
• Prepare and send out Reliability meeting agenda.
• Lead Reliability meeting and capture real time updates.
• Ensures proper ticket etiquette is analyzed and improve meeting metrics using Service Now.
• Facilitate deep drive discussions and coordinate between different support groups to ensure the Reliability Process is followed efficiently.
• Interface with all of ITS to ensure integration of the Reliability Process coincide with other ITS processes.
• Develop and use Lean and Six Sigma tools to continuously improve and streamline the Reliability Process.
• Analyze data to capture real time metrics of the Reliability Process using Services Now.
• Develop relationships and work consistently with managers of various technology groups to ensure that they are reaching their goals. Monitoring technology groups scorecards.
• Performed as Documenter and documented all Reliability procedures, processes and best practices for Reliability day to day operation.
• Apply procedures and processes effectively in compliance with J&J IT standards.
• Have background and knowledge on Pharma and GxP practice and integrated with Incident and problem processes.
• Coordinate with Incident Management, Change Management, and the SDDC to ensure the Reliability team is aligned, and work with each team to improve their processes.
• Process Integration and Development - Have a firm grasp of how related processes (Incident/Reliability/Change) relate to each other and keep alignment across these disciplines.
• Diligent - Complete daily workload requirements consistently with accurate and timely results. Corrects anomalies when appropriate and escalates when needed.
• Liaison - Coordinate and facilitates ad hoc meetings with users in order to elicit quality information for Problem Management workload.
• Communication - Ability to convey process information to user community to promote adherence to process and promote quality ticket updates and management.
• Technical Equipment skills - I have a solid understanding of equipment requirements and the troubleshooting skills needed to maintain key conference room and associated equipment for upper level management presentations which occur on strict timeline.
• Training and Scheduling - I look to the future and have a firm grasp of impending deadlines and coordinate daily activities to ensure a smooth transition to the next day and future Reliability activities. Engaged domestic and global teams with documentation and training on daily meeting contingency plans.
• Environment - Exhibit comprehensive knowledge of the workings of the IT environment across multiple platforms and leverages this information across the Reliability process.
• Independent - I work unsupervised to drive projects to completion with little or no assistance to deliver successful results.
• Investigative - Apply investigative skills against workload and takes opportunities to exercise problem solving skills.
• Documentation – Use interview and documentation skills to work with team members to produce accurate and comprehensive internal documentation of daily processes and activities.
• Adaptability – Seamlessly change focus as the dynamic environment dictates without losing sight of critical initiatives and prioritizes work appropriately as circumstances change.
• Judgment – Exercise good judgment with consideration to given information and extends scope of information required when necessary and take steps to understand the impact and results of decisions.

Change Management Coordinator

Responsibilities:

• Drives the efficiency and effectiveness of Change Management process.
• Ensures that business justification exists for all changes which are submitted for approval.
• Ensures Service Level Agreements are met.
• Ensures Change Process Documentation is updated.
• Responsible for improvement of Change Management process within Shire Pharmaceuticals.
• Communicates Change Management service procedures, working practices, changes to internal standards, processes, procedures and technology.
• Coordinates and sets annual service requirements, objectives and targets for the Change Management service in conjunction with other IT Business Owners.
• Have a broad business knowledge and experience working across multiple lines of business functions.
• Finalizes annual service requirements, objectives and targets within the Service for Shire Pharmaceuticals.
• Have background and knowledge on Pharma and GxP practice and integrated with change processes.
• Conduct key diagnostics and analyze data for (risk assessment, readiness assessment, detailed change impact assessment, effectiveness assessment, etc).
• Decipher and communicate impact assessment to clients and users.
• Work with internal partners of various groups and departments on to ensure effective execution of the Change Management Strategy, Plan and Processes.
• Attends appropriate senior management level service support and development reviews.
• Provide training concerning the change process and BMC Remedy tool and Service Now.
• Perform the role of chairman of CCB (Change Control Board) meeting.
• Circulates the CCB Agenda Report to all the members of the CCB prior to meeting.
• Maintains and circulates the Weekly FSC (Forward Schedule of Changes) Report.
• Ensure implementation plan, verification plan, and back-out plans exist.
• Ensure that business and technical impact assessment is done.
• Identifies and negotiates scheduling conflicts based on business priorities.
• Monitor and track the lifecycle of all changes is completed.
• Generated and provide Change Management metrics reports using BMC Remedy and Service Now.
• Ensure SOX compliance of Change Management process.

Deployment Analyst/Change Management

Responsibilities:

• Provide production service and support to the SI community by validating and elevating application packages into the production environment across all platforms.
• Perform NT Server maintenance - application deployments utilizing Remote Desktop Connection to connect to the desktop of a Windows 2003 & 2008 R2 Server remotely.
• Perform mapping network drives on the desktop.
• Install or remove applications and stop/start application or web services packaging and elevation procedures using System Center Configuration Manager.
• Create and elevate SCCM packages to domestic and International workstations and window servers.
• Elevate SCCM task sequence procedure for Maintenance Release (MR) CAT Elevations.
• Create and Elevate text file with T#, import text file into Direct Membership (DM) Collection.
• Create and elevate Query Collections
• List machines to receive the SCCM package.
• Import the T #’s into the collection to import the text file.
• Perform ASI Package in SCCM (System Center Configuration Manager).
• Allow crew members to request software installations and removals to their desktop by using Ad -Hoc Software for installation.
• Perform database elevations on Oracle SQL Plus ver. 11.2.
• Perform database elevations on Microsoft SQL Server 2005 and 2008 R2 Windows Server System.
• Elevate databases/templates to Build Manager on Lotus Notes Database.
• Use Hummingbird Exceed interface to package deployment to Unix environment utilizing BMC Bladelogic.
• Elevate BladeLogic control file into production.
• Execute Mainframe packages utilizing Endeavor tool in TSO environment using Rumba Ver. 7.4 interface.
• Utilize HP Service Manager/Peregrine 8.5.2 ticketing system for change management and deploying elevations.
• Ensure all changes and tasks meet the necessary Deployment requirements.

Change Coordinator

Responsibilities:

• Develop, coordinate, communicate, train and maintain consistent, repeatable IT Process standards and Change Management across the IT organization.
• Create and establish change management process and policies for Dow Jones Inc in joint effort with BMC Remedy interface.
• Develop and test BMC Remedy interface.
• Ensure all changes meet the necessary operational requirements & acceptance testing.
• Enforce change management policies and standards.
• Organize, analyze and report on the status and stability of change management efforts within the IT organization.
• Work with IT network infrastructure, facilities groups, application groups and over 30 remote site to ensure effective quality controls are administered, effective risk and impact assessments are accurately completed, and appropriate management approvals are obtained for all IT change requests by adhering to established change policy and process documentation.
• Work individually or as part of a team to design and implement tool and/or processes that integrate the change management function with other ITIL processes.
• Drive continuous improvement through trend reporting analysis and metrics management.
• Track and report status and other metrics against goals on an ongoing basis.
• Generate and document departmental processes and procedures.
• Coordinate the deployment of software releases of products and in-house applications.
• Work with development, QA, and support teams to manage all release related issues to resolution.
• Facilitate all release meetings.
• Continuously enhance the change management process to support required business needs.
• Perform initial risk assessment.
• Ability to develop strong consultative relationships with senior business executives and appropriately "push back” regarding plans and processes.
• Act as liaison with necessary individuals and release management to coordinate the building, testing and implementation of changes in accordance with policy.
• Facilitate over 25 weekly change control review meetings, plus ensure 15 FSA includes proper Sarbanes-Oxley requirements and approvals for the Sarbanes-Oxley act.