Amy Suarez Email & Phone Number

Sun Prairie, Wisconsin, United States

Sun Prairie, Wisconsin, United States

The ITSM Change Manager is responsible for overseeing and managing the change management process within the IT Service Management (ITSM) framework. This role ensures that all changes to IT services are efficiently and effectively managed to minimize impact on business operations.Change Management Process: Develop, implement, and maintain change management processes and procedures.Risk Assessment: Evaluate the risk and impact of proposed changes, ensuring all changes are thoroughly assessed.Coordination: Coordinate with various IT teams and stakeholders to ensure smooth implementation of changes.Documentation: Maintain detailed records of all change requests, approvals, and implementations.Communication: Communicate change s position is located in Sun Prairie, WI Onlyplans and schedules to relevant stakeholders.Compliance: Ensure all changes comply with organizational policies and regulatory requirements.Continuous Improvement: Identify opportunities for process improvements and implement best practices.

Lincoln, Nebraska Area

• Collaborate with development and infrastructure teams to coordinate and communicate IT changes to internal customers and external clients• Serve as a liaison between technical staff, management, and business users translating technical details into business-relevant language • Facilitate Change Advisory Board (CAB) and standard release meetings, evaluating and granting final approval for all IT changes.• Establish and maintain comprehensive documentation for all internal team processes, policies, and procedures, while consistently seeking opportunities for process improvement.• Developed a Change Management Process training program and conducted quarterly sessions for all IT associates, subsequently converting the material into an accessible eLearning course.• Successfully conducted training for all team members hired in the Change Management team since 2015.• Create and deliver comprehensive reports that present metrics related to IT changes for the IT leadership team.• Conduct research and prepare Change Management samples and documentation to serve as supporting evidence for internal and external audit reviews.

Greater Denver Area

• Facilitated Change Advisory Board (CAB) meetings, reviewed, approved, and assigned all Request for Change (RFC) records, managed the Change Log, communicated the CAB agenda, recorded minutes and maintenance window notifications, and assisted with record audits.• Contributed to the design, implementation, and evaluation of IT Service Management (ITSM) processes. • User Administration of Service Now and participating in the testing of new functionalities, including workflows, automation, and data input.

Greater Denver Area

• Coordinated both reactive and proactive Problem Management activities to inform business and IT teams of existing issues, determine the root causes of incidents, and identify potential errors to mitigate the impact on business operations.• Facilitated the problem escalation process, which includes managing problem tickets, communicating issues to IT leadership through Problem Notification Emails, and posting updates on the IT Outage Notification Website.• Conducted Problem Analysis Sessions with IT Support Teams, ensuring proper documentation and task assignment for both short-term and long-term action items. Subsequently, prepare and disseminate a Problem Analysis Summary.• Facilitated Change Assurance Review (CAR) meetings with IT technical staff and managers to assess the technical aspects and implications of proposed change requests. Completed and emergency changes were also evaluated during these meetings.• Facilitated Change Advisory Board (CAB) meetings with IT Directors to review and obtain final approval for proposed changes. • Conducted daily Analyst-on-duty meetings to discuss upcoming, completed, and emergency Requests for Change.• Management of the Remedy Change Request Module for the purposes of approval routing and assignment.

• Managed and maintained source code, data, and program libraries utilized by business applications within a large, global network of IBM iSeries computer systems. • Approved and executed custom software modifications developed in-house, as well as updates received directly from our software vendors. • Documented IT changes and verified compliance with Sarbanes-Oxley, PCI, Nevada Gaming Control Board, SDLC, and other regulatory agencies, contributing to The Venetian and Palazzo achieving the distinction of being the first PCI-compliant property on the Las Vegas Strip. • Recognized subject matter expert for the HP PPM process and system implementation, responsible for developing and executing system testing, validating work instructions, and designing and facilitating training for global team members.• Organized and led CAB meetings with IT Executives and CAB members to review, approve, and report on all submitted system production changes for release.• Developed and managed the LVS Release Calendar, which outlines all approved upcoming business events and system changes to facilitate effective coordination and minimize risk.

Las Vegas, Nevada Area

• Delivered direct IT support to internal guests and team members at the Venetian|Palazzo.• Conducted troubleshooting by gathering information and diagnosing the caller's needs.• Generated work orders to escalate issues to a Computer Technician as needed for resolution.• Acquired and maintained a working knowledge of a wide range of applications and systems while closely monitoring their performance.

Las Vegas, Nevada Area

• Managed office operations by supervising and mentoring a team of 15 hotel operators per shift within a staff of 70. • Handled requests and repairs for employee cellular phones, pagers, and all hotel telephones at a 4-Star, 7,000-suite hotel.• Monitored Priority Services to ensure timely fulfillment of all guest requests and conducted follow-ups to maintain the highest standard of service.. • Developed and maintained hourly and daily traffic reports, processed payroll, and updated critical information utilized by hotel operators.. • Contributed to the development and implementation of Standard Operating Procedures (SOPs) as a founding member of The Venetian.

Vocal Music Education

Activities and Societies: Chi Omega, Choral groups and Musicals

Vocal Music Education

Activities and Societies: University Singers