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Enterprise IT Change and Release Manager Resume Example

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ENTERPRISE IT CHANGE AND RELEASE MANAGER
Summary

Dedicated Enterprise IT Change and Release Manager well-versed in analyzing and mitigating risk and finding effective solutions. Excels at boosting performance and productivity by establishing realistic goals and reinforcing desired outcomes through standardized practices such as policy and process controls.

Highlights
  • Excellent team leadership and managerial skills.
  • Over 10+ years of experience in IT service delivery.
  • Experience with leading both onshore and offshore teams of resources.
  • Effectively helped transition from onshore to offshore resources and transition from one outsource provider to another.
  • Experience with merger and acquisitions and the transformation which occurs from those activities.
  • Quick study on unfamiliar systems and software.
  • Consistently stays informed of and experienced with industry benchmarks and methodologies.



  • Self-directed
  • Decisive
  • Collaborative
Accomplishments

Played a critical role in the implementation of a new IT Service Management suite, specifically the Change management module. Helped to write a comprehensive change and release management policy and process to be followed by the enterprise. Trained and oversaw the day to day activities of a new change and release management team from its inception.

Experience
Enterprise IT Change and Release Manager07/2012 to 04/2015EarthLink IncRochester, NY
  • Provided leadership in the development, implementation and governance of the processes, utilizing Information Technology Infrastructure Library (ITIL) best practices.
  • Oversaw and facilitated Change Advisory Boards.
  • Daily reviews of change and release requests including maintaining the change and release calendars and schedules.
  • Continuous review and improvement of Change Management processes and tools.
  • Responsible for the successful delivery of full-service end to end change processing.
  • Developed effective communications with business representatives to ensure processes and procedures meet current and future requirements.
  • Ensured adherence to established policies and procedures to create repeatable and predictable results.
  • Managed the release process end-to-end, from the planning of release content through to handoff of the actual release deployment to production.
  • Planning, developing, coordinating and leading software release activities with application development and support teams beginning early in the software development life cycle.
  • Acted as the gatekeeper in facilitating all entry/exit criteria and process checkpoints.
  • Communicated release status and product risk and mitigation plans with senior management.
  • Responsible for managing all major releases, minor releases, hotfix and patch releases.
  • Responsible for maturing the release management function, processes and procedures.
  • Worked across teams to prioritize and scope scheduled releases.
  • Collaborated with development resources to monitor and track release risks and issues.
  • Coordinated and communicated release activities across internal groups.
  • Identified and maintained release artifacts such as battle plans, status reports, impediment lists and post-implementation documentation.
  • Worked collaboratively and effectively with all levels of management and staff within the organization.
  • Responsible for maintaining appropriate staffing levels.

Managed the [Number]-person local IT team, allocating resources to ongoing projects and enforcing deadlines.

It Help Desk/Service Desk Supervisor01/2009 to 07/2012One Communications/EarthLink Business IncRochester, NY
  • Worked collaboratively and effectively in a leadership capacity with multiple teams comprised of both internal onshore resources and outsourced offshore resources.
  • Acted as escalation support for major issues as well as for issues/projects that may have fallen outside the scope of the technicians.
  • Developed, implemented and maintained policies, processes and procedures for the delivery of first rate service desk resolution.
  • Daily reporting on all metrics pertaining to running a first rate service desk.
  • Provided communication to all facets of the business, including stakeholders and senior management on known issues, work-a rounds and changes.
  • Responsible for maintaining appropriate levels of staffing.
  • Developed a training curriculum and provided required access and training to new help desk employees.
IT Help Desk Technician06/2007 to 01/2009One CommunicationsRochester, NY
  • Provide Level 1 technical support for end users using telephone, end user created work orders, email and direct contact.
  • Supply remote assistance for users in remote offices that have no on-site support using various remote access tools.
  • Strive to resolve issues within allotted Service Level established for Help Desk using knowledge of both proprietary applications as well as numerous third party vendor software.
  • Work closely with direct management and other IT resources to escalate and resolve issues that the Help Desk may not have been equipped to resolve.
  • Knowledgeable of the daily administrative tasks of current IT Help Desk supervisor such as reporting, Track-It administration tasks, process control and implementation.
Network Administrator/Desktop Support/Internal Telecom02/2004 to 06/2007Concentrix CorpRochester, NY
  • Managed LAN with 22 servers running a mixed environment of server platforms: 14 Windows Server 2000, 5 Windows Server 2003, 3 NT4.
  • Provided desk side support for 300 PCs with Windows 9x, 2000 and XP operating systems.
  • Analyzed network for performance bottlenecks. Reconfigured patch panel, hubs and switches for better performance.
  • Maintained company e-mail system on Lotus Notes platform.
  • Installed and configured companywide anti-virus system using Norton Symantec.
  • Worked closely with in house programming staff to deploy new applications company wide.
  • Provided training for employees on company software packages.
  • Created and implemented a plan to update computer systems company wide. Researched and purchased new systems and installed according to plan.
Education
Bachelors of Science: Business Administration, marketing1999SUNY BrockportBrockport, NY

1999 graduate from SUNY Brockport with Bachelors of Science in Business Administration with a concentration in marketing.

Skills

Change and Release Management

Process Control

Leadership

Policy implementation

IT Support managment

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Resume Overview

Companies Worked For:

  • EarthLink Inc
  • One Communications/EarthLink Business Inc
  • One Communications
  • Concentrix Corp

School Attended

  • SUNY Brockport

Job Titles Held:

  • Enterprise IT Change and Release Manager
  • It Help Desk/Service Desk Supervisor
  • IT Help Desk Technician
  • Network Administrator/Desktop Support/Internal Telecom

Degrees

  • Bachelors of Science : Business Administration, marketing 1999

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