My responsibilities include introducing students to information technology and basic coding.

IT SERVICE MANAGER/BUSINESS ANALYST | DISCOVER FINANCIAL SERVICES | APRIL 2014 – PRESENT· Provide daily support for the Service Catalog on the newScale and ServiceNow systems.· Manage service request workflows throughout their lifecycle; includes heavy technology requirements writing, creating Visio workflows, training, implementation, and continuous improvement. Work across IT and Business organization to market and improve service offererings.· Provide assessment of internal processes and technologies used for provisioning and management of IT and business services. I possess an understanding of existing business processes and lead efforts to re-engineer process flows and proposals.· Met daily with my customers to discuss their business needs, then designed what they wanted.· Perform User Acceptance Testing to ensure my business partner received the service development they expected.· Agile development is heavily used. I am often required to test new development at a moments notice and quickly provide feedback.· Facilitated the migration of over 500 services from the newScale system to our new system, ServiceNow.· Responsible for writing technology requirements and created Visio workflow diagrams for new products being added to the catalog and for existing products that were being updated for my business partners.· Assist my customers with creating high quality and user friendly services that allowed them to meet their business needs.· Maintain high customer satisfaction, high availability and thought flexibility in my role as a Service Manager. · Found opportunities to expand our service offerings to pockets of the company who were not taking advantage of the service catalog.

Responsible for writing test cases, test scenarios and application requirements. I regularly perform User Acceptance Testing and Regression Testing on new code that is introduced into our environment. I am also responsible for system validation during the install phase of the projectUtilize my knowledge, skills and leadership abilities to manage the delivery of multiple strategic projects using the SDLC process.Partner closely with the business sponsor and technology teams to manage scope through use of clearly defined requirements, assumptions, constraints, deliverables, and acceptance criteria.Responsible for creating training documentation on all system and application enhancements.Lead collaboration to ensure implementation of application solutions that deliver result.Communicate frequently with team members and senior business stakeholders regarding project status and identify and resolve project problems, issues and risks. Initiate action to identify and resolve project problems/issues and report on mitigating steps and actions taken to ensure timely deliverables, project success and quality.

Major responsibility was to provide technical support for a wide variety of production applications and desktops for over 1500 end users. Application testing is a key function in this position. Working closely with IT and functional management is also a major requirement.Advise business partners how to best utilize the company’s home-grown applications to better serve the needs of our external customers.Gather information and business requirements, conducts results research, and stays on top of business and information technology industry trends.Generate solutions that meet Company needs, while working with associates on many levels, and across multiple sites within the United States.Builds and leverages relationships with Vice-Presidents, Directors, Managers and the user community to ensure all business requirements are met.Effectively utilize strong verbal and written skills to build business relationships and positively influence the decision making process.

Managed a Business Technology support team of three Business Analysts, 20 Help Desk Desktop Support Personnel and three Information Security Analysts. Our major responsibility was the technology support of the production applications and desktops for 1500 plus end users. Other team responsibilities included rolling out operating system upgrades, refresh of technology hardware, resolving hardware/software issues and working closely with second level headquarters’ support teams to resolve and eliminate production impacting issues. Motivated and mentored team members to achieve not just company goals, but also their personal career goals.Authored, administered monthly reviews, Individual Development Plans, and year-end performance evaluations.Built confidence and respect of others through a positive and energizing style.Managed department budget, timekeeping, and all resources allocated to talent retention and leadership. Earned respect of others through a positive and energizing style.Heavily involvement with all system and application changes affecting the Discover Card environment as it related to the local user group. Daily involvement with company Vice-Presidents, Directors and Senior Management personnel.

Supervised a team of 20 Information Technology professionals who were responsible for assisting end users with PC issues and opening problem tickets for issues that needed to be resolved by the various application teams. Managed the first level support team which had the responsibility of monitoring the Discover Card Unix, Marquee/Gateway and Telecom systems.