Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
The work experience in ITIL Change Management, Problem Management, and Configuration Management has led me to be a problem solver with emphasis in various areas of customer service, training, as well as time management. This has allowed me to effectively support the policies and procedures for protecting the production environments and corporate resources.
Highlights
MS OFFICE SUITE Microsoft Word, Microsoft Excel
Accomplishments
Customer Assistance
Worked with company systems such as CASD (CA Service Desk that's affiliated with Illinois, New Mexico, Oklahoma, andTexas) and diligently completed all assigned tasks, working overtime as needed.
Experience
04/2011 to CurrentITIL Change Management AnalystBlue Cross And Blue Shield Of Illinois Kelly's Services | City, STATE,
Facilitated coordination and planning of Claire 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.
05/2008 to 04/2011ITIL Change Management AnalystBlue Cross And Blue Shield Of Illinois Kelly's Services | City, STATE,
Facilitated coordination and planning of Claire 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.
01/2008 to 05/2008CNA Administrative AssistantCNA | City, STATE,
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.
02/2007 to 11/2007ITIL Change Management AnalystBlue Cross And Blue Shield Of Illinois Kelly's Services | City, STATE,
Under three ITG departments, services were provided in different management areas.
to Change Management Assistant | , ,
Maintained and directed incoming customer calls.
Prepared documents and reports for meetings.
Scheduled meetings, commenced meetings, and scribed.
Created, entered, and modified customer's Claires within the departments' HP Tool.
to Configuration Management Assistant | , ,
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.
to Problem Management Assistant | , ,
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.
06/2006 to 03/2007ITIL Director's Administrative Assistant | , ,
Coordinated meetings, business trips, and processed Claire 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.
04/2006 to 06/2006Blue Star ReceptionistNA | City, STATE,
Directed incoming calls, recorded messages, greeted clients, sorted and prepared mail for the BlueStar team.
01/2006 to 03/2006ICHIP Customer Service RepresentativeNA | City, STATE,
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:.
Education
Expected in February, 2005Bachelors Degree | Business Administration Health Care ManagementRobert Morris College, Chicago, ILGPA:
Expected in 2003Associates Degree | Applied Science Medical Assisting November, , GPA:
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