Cheryl W. Email & Phone Number

Fort Worth, Tx, Us

Fort Worth, Texas, Us

Provides training, direction and guidance to the infrastructure change management staff, reviews process for gaps and opportunities for improvement, serves as interface to the tools automation team for Service Now modifications in the Change and Configuration modules; serves as contact for internal and external Audit inquiries; produce metrics for daily, weekly and monthly infrastructure change activities; facilitates various change meetings; serves as escalation point for change related issues

Provide project management and coordination of technical resources for execution of infrastructure and application disaster recovery exercises for internal business units of the AIG Corporation, Inc. The disaster recovery exercises simulate the recovery of mainframe, network and open systems infrastructure, applications and data critical for a business to restart operations in the event of a disaster or unexpected interruption, while also realizing a goal to recover all critical processing within prescribed recovery times, based on established recovery tiers. Update and maintain process documentation including recovery procedures, site recovery plans, timelines, results summaries, and recommendations. Interface with change, configuration management and technical support teams to keep infrastructure components in synch between the production and disaster recovery environments. Occasionally coordinate and manage server implementation projects for DR environment; assists with mainframe hardware upgrade projects and works, (in a compliance role), on global data center Fed Readiness initiatives. Constant interface with internal customers, technical specialists and all levels of management.Key accomplishment: Managed and coordinated the successful November, 2013 recovery of 32 zOS and zVM mainframe lpars with associated zLinux guest servers as part of the second annual data center site-wide disaster recovery exercise. Key accomplishment: Managed and coordinated successful disaster recovery of recently in-house migrated, (previously outsourced) business unit mainframe (zOS with 5 production lpars), as part of first annual site-wide data center disaster recovery exercise. September, 2013.

Ensured stability of and minimal disruptions across all information technology platforms and systems by reviewing and monitoring the daily corporate enterprise wide change control activities, process and systems; provided change management support to the global AIG Technology employee base; conducted training sessions with new technology support employees. Interfaced with Disaster Recovery and Configuration Management teams to verify production and non-production asset items to integrate change, configuration, and data recovery processes, identify gaps. Facilitated daily and weekly change meetings, developed and maintained policies, standards and procedures related to change management methodologies, reviewed trends and produces change metric reporting to all levels of management; maintained mainframe availability and forward schedule of changes reports, performed audits to ensure change management processes wee followed; participated in various projects under direction of project management teams.Key Accomplishments:• Developed Technical Risk and Business Impact Assessment as part of the Standards and Procedures that were adopted by the Change Management Steering Committee and incorporated as policy.• Facilitated training sessions for analysts in the newly created technical support service center communicating awareness of high visibility change activity to senior management and various user communities

New York, New York, Us

Managed, monitored, and revised the IT change management process and its continuing improvement in an enterprise-wide, multi-platform, global organization. Revised and improved procedures to support company and audit requirements. Supported and directed the corporate Change Agent organization across all platforms. Interfaced with development team regarding upgrades and enhancements to the Remedy ARS application. Calculated and provided change management metrics for the global organization. Participated in weekly and quarterly global high visibility/risk/impact awareness conference calls. Ensured changes to the production environment were coordinated and communicated; processes were accurately followed, and disruption to customer was minimized. Acted as liaison to multiple departments and all levels of management. Coordinated and facilitated weekly change control meetings. Ensured team adherence to standards and tracking of change requests from submission to closure. Ensured procedural effectiveness and that the change management process was followed as designed.Key Accomplishments:• Completed successful training and migration of 600+ cross-platform global users to the corporate change management administration tool; created Transition Guide; served as SME and primary interface between development, project management, and technical teams.• Completed successful internal audit and corresponding audit documentation of Data Center Change Management Process and Procedures.• Coordinated the migration and training of acquired business units and platforms into the data center change management process. Served on the Citigroup Global Change Management Standards Board.

Us

Provided technical assessment, coordination, and scheduling of all change records while ensuring adherence to IT standards. Facilitated business partner meetings to discuss future change activity; coordinated change initiatives affecting GTE-specific suite of applications used by agents in nationwide call centers (general inquiries, price quotes, customer billing, and product marketing information for wireless, cellular, long distance, and internet services).

Dallas, Tx, Us

Facilitated communication between all parties regarding changes to the information technology environment. Conducted daily change and problem management meetings. Served as the primary channel of communication to senior management for system impacting issues. Monitored and tracked change management activities; maintained comprehensive reports. Developed communication schedules for smooth and successful implementations. Produced model and tracked production support documentation of the company’s client server inventory for disaster recovery purposes. Coordinated service level agreements (SLAs) for various platforms and “mission-critical” applications. Maintained library of all change activity.

Dallas, Tx, Us

Provided first-level and some second-level technical hardware, software, and telecommunications support for corporate and field customers throughout the United States and Canada. Received, processed, and coordinated the resolution of all technology-related issues. Exhibited professional and pleasant demeanor in stressful situations; successfully prioritized issues based on business impact. Environments include a variety of information technology platforms. Supported various company-developed and package applications including point of sale passenger ticketing, financial, accounting, bus operations, scheduling/capacity planning, as well as desktop applications.

Dallas, Tx, Us

Ensured efficient driver operations via direct interaction with drivers, field operations management and personnel, and corporate management. Advised regional and national managers of operational problems and used discretion and sound business judgment to solve dispatch-related issues which adversely affected bus operations; coordinated and implemented solutions. Assigned work to drivers in accordance with real-time business needs, contractual requirements, and company procedures. Assigned buses and manpower to solve real-time overload situations and efficiently scheduled operations. Mediated and resolved dispatch-related driver conflicts and issues; coordinated resolutions with Regional Manager. Advised Customer Service, Maintenance, and Driver Operations field teams regarding availability of drivers and buses. Maintained current and detailed knowledge of all contract terms and interpretations to correctly apply the collective bargaining agreement within bus operations.