NOTE: I have both the .doc (MS-Word) and .pdf copy of my resume uploaded. Please use which format you prefer.Experienced Production Support, Process Improvement, and Change Management specialist. Ran Production Support, Process Improvement, and Change Management for multiple varied applications (325+ applications for Asset Servicing at BNYM, and 140+ applications for Global Markets). Created multiple training guides including generating compiled change reports from multiple sources, step by step manuals for initiating calls and proper escalation procedures, instructions on identifying potential process improvement areas, and several others including but not limited to proper alerting procedures. Managed multiple incident calls for support applications across several Lines of Business (LOB) from beginning to end, tracking business impacts in relation to incidents, and assisting the technology teams to meet the needs of the business. Handled multiple Problem Management situations while active incidents and problem ticket tracking were engaged from beginning to full Root Cause reporting.