ITIL Change Management Analyst Resume Example

• Facilitated coordination and planning of request forms to support a stable production environment by controlling the implementation of changes.
• Prepared reports, audits and aided presentations for meetings.
• Monitored calls, voice mails, and emails.
• Prepared reports for weekly and daily meetings.
• Scribed and distributed notes to customers and management.
• Trained customers and management on planning and coordination to protect the production environment.
• Trained new employees on the daily Change Management process and policies.

• Updated daily 200 filed insurance documents into Microsoft Office Access system.
• In a span of 4 months approximately 10,000 insurance documents were filed into Microsoft Access.

Under three ITG departments, services were provided in different management areas.

• Maintained and directed incoming customer calls.
• Prepared documents and reports for meetings.
• Scheduled meetings, commenced meetings, and scribed.
• Created, entered, and modified customer's requests within the departments' HP Tool.

• Identify, controlled and audited the information required to manage IT service by defining and maintaining a database of controlled items, the status, lifecycles and relationships.
• Update the MAM in the CMDB (Mercury Application Mapper/Configuration Management Database) that can be used to assess the impact of changes to the environment.
• Assisted in release scheduling and provided trending of incidents in the departments' HP Tool.

• Assisted in preparing and coordinating trips for Pulse Meetings - a Proactive Usual-Level Site Engagement traveling team that takes the pulse of the customer's ITG experience.

• Coordinated meetings, business trips, and processed request forms through facilities and electronics.
• Screened calls, recorded messages, sorted mail, maintained files, and processed faxes.
• Created organizational charts in Microsoft Visio.
• Entered and clarified Data Entries in Change Management systems and prepared and sorted reports the Change Management team.

• Directed incoming calls, recorded messages, greeted clients, sorted and prepared mail for the BlueStar team.

• This includes providing participant services, responding to complaints and appeals from participants.
• Provided case management and care coordination under the benefit plans, conducting medical review of claims and other quality assessment and improvement activities.
• Established premium rates, underwriting and eligibility criteria.
• Duties performed:.