Connie Creech, Pmp, Itil 4 Mpt And Strategic Leader Email and Phone Number

Lead Corporate Execution 2 Excellence - Continual Service Improvement Team. Provide hands-on support to Program Senior Managers and Clients in areas of:• Practical and executable service management strategies at strategic, tactical and operational levels• Process awareness through ITIL process training; ISO and NIST/FISMA Standards; and Capability Maturity Model Integration (CMMI) for development and services• Governance Risk Compliance• Process and tool integration (ServiceNow & Remedy)• Progressive experience in ITIL, specifically: Configuration Management; Incident; Problem; Release Deployment; Change Management; Service Catalog; Service Level, Capacity and Knowledge Management• E-Discovery• ISO/IEC 9001 (Quality); ISO 20000 (IT Service Management) and ISO 27000 (Security) certification initiatives• IT GovernanceCollaborate with Business and Program Leaders to identify/clarify/correct: • Cross-functional process ownership & purpose• Roles and responsibilities • Critical metrics in support of learning development, growth and improve overall customer satisfaction• Organizational design for delivery of servicesConduct Six Sigma Kaizen lean events for organization’s back-office functions to provide flexible and responsive services to supporting frontline personnel; ensuring processes used are appropriate, up to date and are getting the job done. • Work with teams to view activities through the customer lens; removing unnecessary non-value add - using value stream mapping• Map current state and projection for value stream performance for kaizen burst events. • Streamline process without adversely impacting customers/users experience.Provide programs with consulting services to drive IT service process performance. Consulting services include:• Create Deliverable / Work Products• Mentor Process Owners• Perform Organizational Process Maturity Assessments/Gap Analysis

•Conducted three internal CMMI assessment initiatives. Produced and delivered an Introduction to CMMI training course to over 75 employees which enabled the program to successfully meet the customer’s requirement for a CMMI “like” maturity level 3.•Contributed to development and architect of standing up ServiceNow Configuration Management Database (CMDB).•Documented configuration items and the attributes needed by operational teams to support services over the service lifecycle.•Conducted process workshops and championed the establishment of a Process Asset Library and underpinning processes.•Collaborated with other process owners to develop a reporting measurement framework.•Working with operational teams, documented and communicated naming conventions standards for TXDOT, placing them under change control. •Worked with Enterprise Architectural Review Board to develop process for creating, documenting and communicating IT “standards”.•Worked with senior leadership to develop IT governance and a plan for IT strategic road map.•Developed plans for establishing secure store for hardware and definitive media library for approved software that has gone through quality checks in the organization.•Developed plans and process for Service Catalog and Request Fulfillment process.•Provided mentoring to less experience process owners and process managers. •Delivered ITIL Foundations & Intermediate certification training to over 150 people.

•Contributed to refining and improving on process execution and consistency. •Developed a framework for service levels and operational level agreements. •Participated in pre-sales activities; delivering customer presentations on COBIT and ITIL.

•Delivered program support to multiple IT programs within CSC. •Conducted process assessments/gap analysis for 10+ programs.•Guided CSC programs through ISO (International Standards Organization) for 20K and 27K. •Lead organizations integration of ITSM process and tools, e.g., ServiceNow & Remedy.•Produced requirements and provided training on BMC Remedy. •Developed IT Service Management Plan template, end of life process and other work products to manage IT services.•Certified over 1000 people in ITIL v3.

Delivered on request courseware for IT Service Management.

ITIL and Governance Subject Matter Expert for US Secret Service, 2007 •Developed governance model and provided governance training.

•Developed IT Governance decision model using COBIT (Control Objects for Information Technologies).

Transition Manager, Managed Network Operations 2004-2007Corporate Security Project Manager, 2000-2004 •Achieved successful migration of 500 firewalls (Checkpoint, Juniper Netscreen and Cisco), 300 VPN, and other security products such as Intrusion Prevention, PKI (Public Key Infrastructure) and DoS (Denial of Service) to Service Operations.•Delivered a secured web portal/service catalog to customers.•Delivered and manage a Service Asset and Configuration/Change process.•Produced a coherent configuration management system using BMC Remedy.

ITIL and Governance Subject Matter Expert for US Secret Service, 2007 • Developed governance model and provided governance training. IT Operations Manager 1993-2000 • Provide IT support for 2500 employees to include; service desk, desktop, network & engineering support, and training.