Versatile and valuable IT professional with extensive knowledge, skills and experience in IT service management processes and procedures. Experience in incident, change and problem management as well as service desk management.
Month end process management
Oracle application software upgrade planning
Process and procedure documentation
Performance criteria tracking
Business process improvement
Business systems analysis
Superb communication skills
Advanced problem solving abilities
Reduced wasteful month end email traffic by 60% through the development of new processes and improvement of the month end work flow for HHS (Department of Health and Human Services). Played an important role in transition planning and execution for a $7 million Oracle version R12 upgrade project for HHS.Promoted from administrative assistant to analyst - level 3 project associate, analyst - level 4 project associate and finally to consultant - solutions engineer during my time at Deloitte.Led an ITSM team during a challenging transition period to successfully serve a 700+ user community. Worked with HCAS business owner to develop and create solutions to address audit concerns regarding SOD (segregation of duties) conflicts. Worked closely with security to develop SOP's and process documents that met audit standards and addressed findings from previous years. Successfully trained new personnel during a time that required them to be quickly brought up to speed and cross trained to fill gaps as needed. Took ownership of issues that arose during transition and created solutions that would allow service to be uninterrupted, while maintaining high levels of customer satisfaction. Worked with, fostered and utilized positive team relationships with personnel and customers at all levels and from all backgrounds. Acted as the "go to" person for customers of FESM (Financial Enterprise Service Management for HHS).
Solutions Engineer (Consultant), 09/2015 to 06/2016Deloitte Consulting LLP － Tulsa, OK
Created client facing reports and analyzed key metrics from ServiceNow to measure successful fulfillment of SLA's
Acted as a SME to train users and team members on Incident, Service, Problem and Change Management processes and use of tools
Acted as main POC and SME for the ITSM team during audit
Worked with security to create new processes and procedures that addressed audit findings
Worked with clients to understand and address issues related to month end process. Successfully implemented process and workflow solution to those problems.
Worked as part of the transition planning team for the Oracle R12 upgrade
Worked as team lead for ITSM team during transition
Project Associate 4 (Analyst), 09/2012 to 09/2015Deloitte Consulting LLP － Tulsa, OK
Performed initial triage and assignment of tickets in ServiceNow
Held customer meetings to discuss open tickets
Created and distributed reports with regards to SLA target achievement
Managed month end process
Project Associate 3 (Jr. Analyst) , 06/2009 to 09/2012Deloitte Consulting LLP － Tulsa, OK
Performed supplier management
Managed customer service center mailbox
Assisted with month end process
Provisioned users within applications
Administrative Assistant, 08/2008 to 06/2009Deloitte Services － Tulsa, OK
Managed center director's calendar and appointments
Managed mail for center
Provided administrative assistance including research and report creation as needed by center employees
Bachelor of Arts:Liberal ArtsUniversity of Missouri － Kansas CityLiberal Arts
ITIL v 3 Certified, Public Trust Level 6 Clearance, Java OCJA Certification Training, Pink Elephant Conference Training, Harvard Business Training through the Deloitte Learning Center and ITSM Training Sessions
Incident, Problem, Change and Service Management.
Microsoft Office products, Oracle 11i and R12, ServiceNow, HCAS, HP Quality Center, HP PPM, Livelink, SharePoint, Oracle GRC, Oracle database.
Customer facing presentations, reports and meetings. Client relationship management. Transition planning and execution. Technical writing.