Bill B. Email & Phone Number

Atlanta, Ga, Us

Marietta, Ga

• Created stories and represented Configuration Management in Agile Scrums• Reviewed and cleaned data in Nlyte DCIM prior to integration into CMDB• Performed daily updates to CMDB as requested by operations and engineering teams• Reviewed daily inputs into CMDB to insure data quality.• Identified and documented relationships between IT components to provide better visibility of the impact of changes and incidents.• Designed Service Now reports to identify changes to CMDB and items missing data• Developed, documented and reviewed test plans for migrations from Fuji-Geneva-Helsinki versions.• Created training videos using freeware video capture software to assist users in using configuration management forms.

Alpharetta, Ga

Implemented centralized CMDB as part of a Configuration Management System (CMS)• Evaluated CMDB and Discovery tools from multiple vendors. • Reviewed IT environments and defined configuration items for inclusion in CMDB.• Examined Management Data Repositories (MDRs) to identify federated sources of data.• Defined normalization and rationalization procedures for data inputs from multiple MDRs • Interfaced with operational teams to determine their requirements from the CMDB and CMS.

Greater Atlanta Area

Developed, documented, and implemented problem management and knowledge management processes.• Developed and implemented ITIL Knowledge and Problem Management processes that eliminated repeated incidents and reduced 1st Tier mean time to resolution.• Integrated Problem Management processes with Incident and Change Management processes to improve service operations support levels.• Developed Knowledge Management process document and ISO 20000:2011 compliant Problem Management process document to define interfaces between processes.