Diane W. Email & Phone Number

Fairfax County, Virginia, United States

Support DHS in requirements development and documentation, technical documentation development and review, develop, update and maintain user guides, provide research and recommendations on both manual and automated process for integration and/or exchange of data between Atlassian Application Lifecycle Software Suite (ALMSS)

Washington Dc-Baltimore Area

Provide strategic guidance and planning support for ITIL process improvement activities performed by Working Groups related to improving IT Service Management program, provide ITIL expertise and advisory services to CIO and other Business division on all ITIL processes including swim-lane workflow models and supporting documentation

Aldie, Va

Mclean, Va

Reston, Va

Requirements Analysis, Process Development, Data gathering and analysis, training material development, workflow development, ITIL/ITSM recommendations, all provided with a high degree of customer satisfaction.

Washington D.C. Metro Area

Federal Service Line: DISA - Technology Strategy ITSM Specialist 8 monthsDeliverable required working with the Training Lead to help with strategy, project plan, design, development and delivery of functional training for BMC Remedy ITSM Modules (Change, Problem and Incident). A blended program, reinforcing knowledge comprehension and user proficiency with practical real-life scenarios that demonstrate both the “how” and the “why” users are performing tasks. Duties included assisting with the coordination of training logistics, such as planning the schedule of events, types of training, number of training sessions required for users, facility requirements and tracking completion of training.Commercial Service Line: Pearson Publishing - Technology Strategy ITSM Specialist, 2 months Deliverable required working with managers across the organization to start gathering data for Service Catalog; using data to analyze support team performance and provide recommendations based on data; analyzing billing to look for cost saving opportunities.Federal Service Line: HHS - Technology Strategy ITSM Specialist 3 monthsDeliverable required evaluating current Configuration Management process, gathering requirements/as is information, providing a gap analysis, .recommendations and road-map for improvement opportunities. Worked with various client stakeholders across the organization as resources for understanding the current environment.Federal Service Line: IRS - Technology Strategy ITSM Specialist 4 monthsDeliverable required assisting customer with the ability to share information and knowledge across the infrastructure. Team resource tasked with developing approach and timeline for evaluating current state, defining a vision for future state and developing a high-level Knowledge Management process model. Also developed job aids with instructions for customer to use new technology.

•Development of training content based on ITIL processes, procedures and work instructions, and tools including Remedy and HP and all associated materials needed for conducting training classes, as well as development of Camtasia videos for eLearning.•Created Enterprise Service Desk Operations Manual to facilitate immediate productivity for Service Desk Agents responsible for Incident, Event and Request Management and providing a reusable structure easily modifiable for use by other operations groups to develop team manuals and standard operating procedures.•Assist Subject Matter Experts with the development of materials for use in requirement identification workshops

General Dynamics Informatio Technology (Gdit)

•Development of training content based on ITIL processes, procedures and work instructions, and tools including Remedy and HP and all associated materials needed for conducting training classes, as well as development of Camtasia videos for eLearning.•Created Enterprise Service Desk Operations Manual to facilitate immediate productivity for Service Desk Agents responsible for Incident, Event and Request Management and providing a reusable structure easily modifiable for use by other operations groups to develop team manuals and standard operating procedures.•Assist Subject Matter Experts with the development of materials for use in requirement identification workshops

•Design and deliver process-model training and awareness campaign based on Information Technology Infrastructure Library (ITIL) to approximately 700 employees with 90% satisfaction ratings•Engage Business Owners, End Users and IT Staff for training analysis and participate in User Acceptance Testing to translate knowledge into user documentation, training materials and quick card references; as well as provide End User Training and eLearning materials•Key participant in gathering requirements and selecting itSM software application to drive and measure processes•Serve as Team Lead for cross-functional process design team defining and documenting processes based on ITIL best practices.

•Selected to pioneer a newly created position as an IT Analyst working with division leadership to focus on communication, strategy and ITIL implementation including the facilitation of senior management meetings•Served as a project analyst on multiple high-profile projects and led project sub-teams for the Infrastructure organization•Worked with process improvement and total quality management initiatives throughout the Infrastructure and serve as internal ISO Auditor, consulting with stakeholders and sponsors to identify goals and objectives and clarify and update processes

•Led diverse team through ISO certification with establishment of needed policies and procedures•Launched initiative to assimilate monitoring tasks for development teams and initiate cross-training standards•Defined appraisal objectives for all employees in Operation Services organization

•Managed project initiative to develop and implement merger plan, new team structure, job descriptions, roles, policies and procedures to merge Corporate and Travel Help Desks•Facilitated cost reduction measures by changing team structure, creating rotation schedule and initiating expected wait time message which resulted in 15% reduction for average speed to answer, minimized number of abandoned calls and decreased number of open tickets•Led project sub-team as part of initiative to design new ticket tracking system and created company-wide communications for changes

•Led project to combine Client Help Desk with Travel Help Desk and created processes and procedures•Developed and implemented team interview process increasing effectiveness in hiring the right fit for the team•Transitioned remote field office support to Fenton as first-level support•Coached and developed employees

•Developed and established external Client Help Desk•Hired and trained team of employees for Client Help Desk•Created processes for customer notifications of outages and maintenance•Defined and implemented escalation procedures•Created tracking system for tracking customer issues•Created internal Service Level Agreement (SLA) and provided detailed reports to upper management

•Managed project initiative to build relationships with field offices•Served as liaison between management, peers and end users•Served as primary source for troubleshooting and communicating widespread issues•Developed training checklist which significantly reduced the amount of time to bring new employees up to speed•Served as first point of escalation for support specialist troubleshooting problems

•Provided second-level technical support for computer support specialists•Worked with project managers on implementations•Developed user communications for maintenance and conversion notifications•Participated in conversion project (Windows 3.1 to Windows 2000)

•Provided support for Win 3.1 and NT and several proprietary and industry-specific software applications•Provided just-in-time training to end users•Provided cradle-to-grave trouble resolution•Consistently met and surpassed departmental requirements

Master Of Arts - Ma, Curriculum And Instruction

Transfer from JMU program August 2017.

Graduate Certificate Educational Technology Leadership, Educational/Instructional Media Design, 3.85 Gpa

Began working on Degree August 2016.

M. A., Dual Major Management And Leadership / Organizational Development

Bba, Business Administration

Activities and Societies: Class Leadership Representative, Graduate of Maritz Inc. Emerging Leaders Series Received Dean's Award.