David Innes Email & Phone Number

Schaumburg, Il, Us

Bellevue, Wa, Us

Senior Change Analyst ITIL v4 Certified LEAN/Six Sigma Green Belt Conversion and Training support for the transition from Sprint IT Change Management tools, processes, and procedures to those of T-Mobile. Change Management Process Manager for Service Desk to Service Manager Transition Project supporting 5 Process Leads throughout the project, tracking and communicating progress, and helping to identify key areas of concern. Created KPI metrics, with supporting control charts, to illustrate various elements of the Change Management process and to facilitate targeted process improvement. Received a Sprint Achievement award for piloting Cost Modeling for the end-to-end Change Process. Launched a Data Analysis Team for Change Management, to provide a data analysis resource for process improvement efforts and support ad hoc data analysis requests. Created a Today/Tomorrow Presentation comparing/contrasting the Change Management process in the legacy Service Desk ticketing tool with the process in the new Service Manager tool, and delivered the presentation to impacted IT Directors and Workgroup Managers. Provided internal and external training for the transition to the HP Service Manager tool from HP Service Desk Provided high-level analysis and INFOADMN approval for an average of 43 change records per week, with a mode of 71 records per week, in INFOMAN.

San Antonio, Texas, Us

 Help Desk Call Center, providing software, technical and database support for ELM Resources, a web-based data interface. Utilized SQL and SQL-Plus in an Oracle 8 environment. Used HEAT tracking software to log call activity. Used Update Maintenance software to make remote database changes.

 Five Locations, for Dickinson Theatres, Hollywood Theatres, and Wallace Theatres: Lawrence KS, Olathe KS, St Louis MO, Carson City NV, Gilbert AZ. Responsible for scheduling and overseeing up to 85 employees. Responsible for inventory control, auditing, polling, and maintenance. Created computer generated reports utilizing MS Office (Excel, PowerPoint, and Word) and proprietary POS system to replace required hand-written documents submitted to corporate-level auditors. Troubleshooting for six different network ticketing software packages.  Technical work involving 35mm film projectors and four different sound format devices. Installation and troubleshooting of LAN for 3 of the 5 locations (Lawrence, St. Louis, and Gilbert) Troubleshooting included WAN running Windows 95, NT, and Win 2000 with NT, 2000, UNIX and Linux. For Dickinson Theaters, Beta Test Facilitator for a compartmentalized version of the Covey Institute’s “Seven Habits of Highly Effective People” course. Completed an ISO 9000 Total Quality Management training course.

Bachelor’S Degree, Psychology And Film

Film Studies, Mathematics