ITIL Foundation - IT Service Management
Prosci Change Management Information Technology Project Business Change Management Specialist with 25 years' experience in technical support, incident management, business change management & Quality Assurance. Excellent leadership skills, outstanding team building abilities and extensive organizing business project management experience. Specialized in IT business change management with a focus on opportunities to improve and assure organizational readiness for implementations and deployment of IT software, hardware, and enhancements. My focus is to involve, inform and prepare clients for IT related changes. Provide stakeholder engagement, change impact, communication and training while having as little impact on the business daily performance.
Technical help desk experience
Strong collaborative skills
Excellent problem solving skills
Customer needs assessment
Strong analytical skills
Quality Assurance EngineerAug 2014 to Jun 2015 Shipcom Wireless Inc － Houston, TX
Planned, developed and administered software test plans to detect and diagnose errors and bugs in qTest, the company's tracking software.
Performed regression, integration, platform and performance testing to certify the stability and usability of software systems.
Developed and executed test User Acceptance Test scripts to perform on-site UAT for software rollout.
Provided comprehensive software release documentation and training to support staff & End-Users after compiling QA & UA test outcomes.
Jun 2007 to Jul 2014 LyondellBasell Industries － Houston, TX
Business and IT Organization Change Management Change Management Projects Windows 7 Upgrade: Established a process for engaging testers for 2658 software applications.
Extended stakeholder engagement activities to accelerate recruiting qualified testing resources across IT support organizations and the business with significant success.
Continue to work on communication and training plan as the project progresses.
Currently scheduling deployment to Asia Pacific pilot team.
Remote Access Project: Established a communications team and remote access communication collaboration sessions.
During these collaborative sessions I lead the effort to put together a communications plan for Remote Access that addresses our organizational readiness and preparedness to support the project, our target communication requirements, and our training strategy.
Accounts Payable: Automation Facilitated training sessions with ReadSoft vendor for the SME's in Procurement, Buyers, Requisitioners group .Designed an interactive training session that allowed the business area to not only work on real life scenarios (work while training) but also to develop relevant training user guides for future reference.
Facilitated requirements with Project Management and the Business to finalize action items, technical issues, enhancements, and next steps for project sign off.
AP Transformation / Cash App Restructuring: Documented On-Boarding documentation.
Developed training material and FAQ's while engaging in coordinated working sessions.
Brazil SAP Integration: Responsibility for the overall Change Management and Training Plans, Project Timeline, Communication Plan and distribution to all stakeholders involved.
Establishment of Change Impact Assessment (CIA's) for possible gaps in Brazil's transition from SAP 4.0 to the US version, SAP 5.0, and participation in core- and sub team meetings.
IT Asset Management Implementation: Participation in core team meetings to ensure proper Change Management control of global alignment in IT Asset Management.
SAP GUI 7.10 Upgrade: Change Management and communication to both the global client community and IT support groups in all regions about the integration of legacy Basell and legacy Lyondell SAP environments into one single, global logon pad.
Hoofddorp Relocation Project: Participation in global software team meetings, ensuring that the users at the office of our CEO were able to have the same set of applications, tools and ASP software after their move from the legacy Basell office in Hoofddorp to WHQ in Rotterdam.
Other Business Solutions roles and responsibilities User Productivity Kit (UPK) - LyondellBasell's SAP online context sensitive help tool) administration and support: Management and staffing of a team of 5 Technical Writers - UPK Content Developers, driving bi-weekly team meetings, assigning tasks and end-responsible for a timely fulfillment of business requirements for FI, HR, IT, PM, QM, SCB, SCS and other business areas.
SAP Super User Database: Maintenance of a centralized database of all SAP Super Users, for all business areas globally, available on the company's intranet.
Aug 2000 to Jun 2007 Lyondell Chemical Company － Houston, TX
IT Service Desk Projects include: Global Incident Management Process and c.Support .Net upgrade: Development and implementation of a global incident management process.
Performed migration of processes to a single instance system across the enterprise.
Upgrade of Lotus Notes version of c.Support to the new .Net framework.
Address major gaps to implement global process.
Conversion of knowledge base, scripts, datamart, and reports necessary for effective use world-wide.
IT Service Desk representative for Follow-the-Sun Implementation.
The object of the project was to expand full 1st level IT Support Services to all clients at all times at all regions from beginning of business on Monday in Asia Pacific until the end of business on Friday in the U.S.
Millennium Integration Infrastructure Integration Project: This project was to provide Lyondell standard business requirements driven by business integration, as they relate to IT infrastructure.
SME for establishing/documenting Client Services Processes.
Training of IT Support Services groups at the TiO2 facilities on the completed Lyondell IT Process training documentation.
Houston Refining Integration: Pre-transitioning to full Lyondell standard platform.
Established communication process between IT Support Services groups for incident routing assistance and Lyondell process Q&A.
SQL Server 2005 Reporting Services Conversion: This process was designed to improve the quality, reusability and ability to share reports and Report Models.
It applied to all company personnel developing reports or Report Models using SQL Server Reporting Services.
Established detailed reporting requirements.
Support Administration: Management of approvals, categories, scripting, incident templates, workflow templates, correspondence templates and IT online forms.
Create custom views, reporting, and testing in development, staging and production environments.
Ownership and maintenance ofIT Incident Management Mailbox.
Client Services: Incident management and all other Client Services activities: requests/approvals, security access, hardware deployment, (re)imaging, software installs, network connectivity, remote access, loaner equipment, consultancy, asset registry/inventory control, moves, RMA process, Business Continuity, and training.
On Call Support: Client technical support, consisting of troubleshooting and problem solving of hardware/software related issues in order to maintain and/or enhance overall employee productivity and effectiveness.
Identify opportunities to assist clients in using standard and special/critical applications.
Responsibility for generating and closing tickets in a timely manner with appropriate information and resolution description for home based clients, offsite sales and remote clients both during work and after hours (iHas, iRas, iPass, VPN).
Communication & Reporting: Support Center lead/liaison communicating to not only the client community but also other IT groups.
Communications on site specific outages, informational messages, and updates to maintain companywide awareness.
Daily Dashboard reporting for the IT Vice President, Directors, and Managers, providing details on prior day's calls, closure percentages and significant events having an impact on IT Service Desk call volumes for all regions.
Education and Training
Associate of Arts, Information TechnologyUniversity of PhoenixInformation Technology
Bachelor of Science, Information TechnologyUniversity of PhoenixInformation Technology