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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (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 Current ITIL Change Management Analyst Blue 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 04/2011 ITIL Change Management Analyst Blue 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 05/2008 CNA Administrative Assistant CNA | 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 11/2007 ITIL Change Management Analyst Blue 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 03/2007 ITIL 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 06/2006 Blue Star Receptionist NA | City, STATE,
    • Directed incoming calls, recorded messages, greeted clients, sorted and prepared mail for the BlueStar team.
    01/2006 to 03/2006 ICHIP Customer Service Representative NA | 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, 2005 Bachelors Degree | Business Administration Health Care Management Robert Morris College, Chicago, IL GPA:
    Expected in 2003 Associates Degree | Applied Science Medical Assisting November , , GPA:

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    resume Strength

    • Personalization
    • Target Job

    Resume Overview

    School Attended

    • Robert Morris College

    Job Titles Held:

    • ITIL Change Management Analyst
    • ITIL Change Management Analyst
    • CNA Administrative Assistant
    • ITIL Change Management Analyst
    • Change Management Assistant
    • Configuration Management Assistant
    • Problem Management Assistant
    • ITIL Director's Administrative Assistant
    • Blue Star Receptionist
    • ICHIP Customer Service Representative

    Degrees

    • Bachelors Degree
    • Associates Degree

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