Over 5 years working in the ITIL Change Community
Over 15 years of experience providing technical coordination and support
Reduces stress levels of customers by adopting a cooperative attitude and positive approach to every task
Technical Analyst / Change Coordinator April 2012 to Current
Mentor the function on the Change Management and Problem management processes Review and update Knowledge Items Support new technologies Determine communication needs, gathering information, and developing communications that are understandable Coordinate activities to support Network, Hardware and software installation maintenance, support and documentation Coordinate changes to the business environment Monitor changes, projects and Service requests to ensure compliance standards are met Meet with SLM to ensure function needs are met Facilitate change dates with user areas impacted by change.
Participate in assessing change implementations and Post Implementation Reviews Review reports and metrics and distribute to appropriate analysts and management for their defined Service or area of responsibility.
Work as expert on the floor for Service Manager cut over Research, evaluate, recommend and document, processes, workflows and procedures to provide business solutions Serve as a liaison between business partners Defines, analyzes, clarifies, interprets, and translates Service Management requirements Works with vendors and external partners, creating and evaluating documentation to make recommendations to management to meet business needs Develop Training aides to inform users on processes and procedures Builds working relationships and skills with business partners Analyze potential impact of network changes and requests to enhance the understanding the impact Created templates for Service Request work to ensure that all information is available Created reports for Change and Request processes for SLM and Director Review and negotiate operational level agreements, based on requirements identified by Business Partners, Heritage Behavioral Health Decatur IL.
MIS December 2010 to April 2012
Facilitated Process and Implementation meetings to coordinate major process changes within the organization Designed data screens for our Electronic Health Record using SQL databases and Windows Designer.
Performed troubleshooting on network connectivity, hardware and software problems Used SQL Server Manager to manage SQL daily scripts and for our Electronic health record Worked closely with customers to ensure their receipt of timely and professional support Maintained user accounts, updated distribution lists and set permissions on folders and calendars Installed and updated various software in a major roll out of Office 2010 and Echo's Electronic Health Record Installed new PC/LAN hardware and software Reviewed Processes to ensure HIPPA regulations were maintained Coordinate hardware and software changes and upgrades to network equipment, servers, and workstations Monitor server performance, network capacity and security issues Maintain and trouble-shoot hardware and software problems Maintain and update server backups Coordinate basic user administration including profile adds- changes-deletes, disk space management, backups and file restores from those backups Worked as a Liaison with vendors and associates Maintain inventory of all hardware and software Conduct audits on existing software to verify authorized use and license certification Develop and execute system security procedures including audits of user rights and operation system security Evaluate software applications and hardware products to determine potential use and compatibility with current systems Disaster Recovery Testing working with multiple departments in planning and testing disaster recovery plans Perform move and add changes as well as upgrades of the VMware infrastructure.
February 2006 to December 2009TEK Systems － Bloomington, IL
Information System Technician
Senior Network Administrator January 1997 to January 2006USN- United States Navy
Supervised and trained personnel on proper maintenance procedures for computers, peripherals, ordering of equipment and software, and maintenance of a Tactical Data Network Supported users and an inventory of assets Tested new software to ensure compatibility within our network Performed troubleshooting on network connectivity, hardware and software problems Facilitated the successful turnover of assets to the Navy Marine Corps Intranet (NMCI) Contract Coordinated the order of computers, software and peripherals through the NMCI Contract.
Rebuilt and maintained asset inventory including assets checked out, as well as software licenses Evaluated contractor performance Maintained user accounts, updated distribution lists and set permissions on folders and calendars Maintained Primary and backup Domain Controllers, Microsoft Exchange Servers, and their backups for recovery Maintained Primary and backup Domain Controllers, Microsoft Exchange Servers Maintained a backup rotation for disaster recovery Migrated computer operating systems Tracked information assurance violations and conducted investigations of unauthorized use of computers Installed and maintained software Supervised COMSEC inventory and destruction along with proper inventory logs Received Over the Air Transfers of Classified material to support communications Responsible for drafting, sending and receiving message traffic Sent and received classified and unclassified message traffic.
Education and Training
ITIL certification complete : 2012
BS : Business Management, CurrentSouthern Illinois University － Carbondale, ILBusiness Management
AA : 2012Richland Community College － Decatur, IL
Network Security : 2006Northern Virginia Community College － Woodbridge, VA