Dusty Alfaro Email & Phone Number

Scottsdale, Arizona, United States

Blackbaud (NASDAQ:BLKB) is a cloud computing provider that serves the social good communities. Its products focus on fundraising, website management, CRM, financial management, ticketing, and education administration.Member of remote, global team responsible for change management across co-located and cloud data centers. Responsible for processing changes using an ITIL based method to ensure all software and hardware deployments are reviewed, approved, validated and service impacts are… Show more Blackbaud (NASDAQ:BLKB) is a cloud computing provider that serves the social good communities. Its products focus on fundraising, website management, CRM, financial management, ticketing, and education administration.Member of remote, global team responsible for change management across co-located and cloud data centers. Responsible for processing changes using an ITIL based method to ensure all software and hardware deployments are reviewed, approved, validated and service impacts are minimized. Coordinate across teams to ensure process alignment, tooling requirements definition, and governance practices are followed. Show less

San Francisco Bay Area

ServiceNow is a cloud‑based platform and solutions that deliver digital workflows that create great experiences and unlock productivity to approximately 6,200+ customersDirected a remote, global team responsible for change management across cloud enterprise. Ensured that all changes are processed in a controlled manner that relate to business processes, applications and infrastructure. Directed process requirements, documentation, training and operation of Change Management process… Show more ServiceNow is a cloud‑based platform and solutions that deliver digital workflows that create great experiences and unlock productivity to approximately 6,200+ customersDirected a remote, global team responsible for change management across cloud enterprise. Ensured that all changes are processed in a controlled manner that relate to business processes, applications and infrastructure. Directed process requirements, documentation, training and operation of Change Management process company wide for a variety of industries, including Federal, Banking and Pharmeceuticals. Reported to VP, Service OperationsFull responsibility for vision, strategy and goals for managing, controlling and improving Change Management for cloud enterprise. Responsible for 1,000,000 changes to infrastructure per year.Completed and passed all internal, external, customer and certification audits with no exceptions. Internal audit findings for Change Management were “highly compliant” and “very low risk”.Full responsibility for all management duties, including: recruiting, hiring, performance reviews and performance improvement plans. Expanded global team from 1 to 8 staff in multiple, global locations.Additional duties: Directed process requirements, documentation, training and operation of Knowledge ManagementAchievement: Established eLearning modules and repeatable in-person training for 2000+ employees. Implemented method to systematically enforce compliance with training requirements. Achievement: Implemented process and requirements for registering Standard (pre-approved) changes. Included standards for work instructions, and renewals. Achievement: Implemented Risk and Impact calculation solution to cover all changes ranging from automated, manual, single device to entire infrastructure.Achievement: Implemented new Change State Model to align with product. Included creation and implementation of all training, documentation, user acceptance testing and go-live support. Show less

San Ramon, Ca

Lead 22-person team in all aspects of change management, problem, reporting, and network operations center (NOC), across global IT enterprise (Americas, APAC, EMEA). Direct project planning, implementation planning, execution, and support. Plan updates to change management, change control, and audit reconciliation processes.

Birmingham, United Kingdom

Selected for special assignment in the U.K. to transform change management, change control, and SOX compliance programs for IT operations in Europe, the Middle East, and Africa (EMEA). Coordinated SOX audit as well as deficiency reporting, tracking, and resolution activities with internal and external groups. .

Pleasanton, Ca

Managed service performance monitoring and reporting functions supporting internal IT operations. Established and maintained service level agreements (SLAs), preparing notifications and reports for services below SLA thresholds. Facilitated daily IT health check meetings, discussing incidents, service outages, and service impact to customers. Oversaw communication of upcoming planned events, strategies for managing unplanned incidents, and key performance indicators.Improved customer… Show more Managed service performance monitoring and reporting functions supporting internal IT operations. Established and maintained service level agreements (SLAs), preparing notifications and reports for services below SLA thresholds. Facilitated daily IT health check meetings, discussing incidents, service outages, and service impact to customers. Oversaw communication of upcoming planned events, strategies for managing unplanned incidents, and key performance indicators.Improved customer satisfaction and reduced downtime and outage frequency by planning and managing Downtime Recovery (SWAT) Process, which included formal reporting and responses to outages with root causes remaining unidentified. Show less

Pleasanton, Ca

Senior Quality Assurance Process Lead to guide process and tool support for software development, project management, and IT process implementation. Led project teams through technology integration, including requirements gathering, analysis, development, testing, deployment, and documentation. Promoted in 2004 to IT Compliance Lead to ensure adherence with Sarbanes–Oxley (SOX) Audit (SOA) requirements within the IT organization. Managed process updates for Risk Control Matrix (RCM)… Show more Senior Quality Assurance Process Lead to guide process and tool support for software development, project management, and IT process implementation. Led project teams through technology integration, including requirements gathering, analysis, development, testing, deployment, and documentation. Promoted in 2004 to IT Compliance Lead to ensure adherence with Sarbanes–Oxley (SOX) Audit (SOA) requirements within the IT organization. Managed process updates for Risk Control Matrix (RCM). Administered SOA portfolio with 302 questionnaires and Summary of Aggregated Deficiencies (SAD) tracking and reporting. Show less

Bachelor Of Science (B.S.), Management

Completed several classes toward a Bachelor of Science in Management, specializing in Organizational Development.

Associate Of Arts, Humanities

Achieved A.A in Humanities