Provide plans and oversees roll-outs of new and changed service software, associated hardware and documentation. Ensures production environment quality through a managed rollout of new versions within the managed infrastructure.Responsibilities:Organizes and leads release readiness and post implementation reviews. Plans and oversees the implementation of software and related hardware to the test and acceptance environments.Ensures proper functional, operational, performance, and integration testing at each step of the release process.Ensures creation of a communications plan, roles and responsibilities, and creation of back-out and quality plans.Creates, maintains, and oversees utilization of policies and procedures for configuring and rolling out new releases, and associated technical and non-technical considerations.Manages the packaging, testing, documentation, and distribution life cycle. Ensures releases are traceable, secure, tested,and authorized.

Provided Change Planner/Jr. PM support for Computer Sciences Corporation's customer, Cargill. Delegated and tracked projects based on resource availability, working with various departments and timeline constraints. Accountable for completion of projects from start to finish.• Coordinated industry standard work efforts with superior technical integration by meeting the customer's needs, resulting in a smooth implementation of new & existing technologies.• Instrumental in working with the billable team in working through a backlog of 300+ client projects, resulting in bringing the project queue up to date.• Managed medium to large scale projects ($300K - $1M+) for Enterprise Hosting within the Cargill Environment.• Led the effort to deliver project requests in a timely and cost effective manner, resulting in 100% completion of all projects. • Maintained positive communication with the client and technicians from start to finish, resulting in a confirmed overall understanding of project requirements.• Handled project escalations, resulting in customer satisfaction and quality.

Provided support of Knowledge Management documents for while working the Help Desk knowledge tool data migration project at UnitedHealth Group on behalf of Robert Half Technologies. Accountable for the gathering of requirements working with support partners during knowledge authoring efforts to ensure knowledge is complete, accurate and useful. - Identified and implemented improvements in existing knowledge articles resulting in positive customer service between USC Level 1 analysts and the Customer.- Accountable for maintaining the USC Knowledge Authoring Standards as necessary resulting in consistency to formatting and content of level one knowledge documents.- Brought consistency in processing contributions and feedbacks made through ServiceWare Agent resulting a 60% reduction in contributions and a 38% reduction in feedbacks.- Drove improvements in consulting with support partners during knowledge authoring efforts to ensure knowledge was complete, accurate and useful.- Contributed to the Help Desk knowledge tool data migration project (ServiceWare migrating to Universal), resulting in positive teamwork with the USC KM Core Team.

April 2008 – April 2009 (1 year 1 month) Provide service excellence in the areas of problem, change, rca, P&C SLA/Metrics, and customer support for IBM’s customer: Alliance Life. Utilized best practices by bringing peer teams and direct team members together to share Best Practices which can be used across Sectors/customer accounts, resulting in continuous improvement, increased productivity, and positive working relationships. Key accomplishments:· Improved the IT Delivery employee experience by initiating an ongoing dialogue with employees. Develop and deploy a communication cadence involving all levels of leadership delivery key messages consistently and receiving employee feedback.· Took ownership of and drove resolutions to issues resulting in solutions which improved service.· Improved Quality and Client References by addressing systemic root causes via a robust end-to-end quality management system.· Drove improvements in service delivery quality and reference ability by focusing on employee climate, attrition management, and organizational skils and capabilities· Have a sense of urgency and pay attention to detail, resulting in minimizing business impact.

2000–2004 IBM Global Services Plymouth, MNIncident Manager / Crisis ManagerProvided remote and onsite technical consulting support for IBM’s customer United HealthGroup. Specialize in the IT daily operations including the handling of major network outages and reports of critical applications becoming unavailable or responding slowly (categorized as Severity1 & 2 incidents by the customer). As a Incident/Crisis Manager I:· Lead the restoration of services involving Severity1 & 2 incidents while maintaining committed service level agreements with the customer.· Identify and implemented improvements to the processes and tools used in all stages of recovery.· Received recognition from the customer for exceptional leadership during crisis events. · Built a lasting rapport and loyal customer base with technical support organizations throughout the customer’s enterprise and within IBM and customer management.

Provided remote and onsite technical consulting support for IBM’s customer United HealthGroup. Specialize in the IT daily operations including the handling of major network outages and reports of critical applications becoming unavailable or responding slowly (categorized as Severity1 & 2 incidents by the customer). As a Incident/Crisis Manager I:· Lead the restoration of services involving Severity1 & 2 incidents while maintaining committed service level agreements with the customer.· Identify and implemented improvements to the processes and tools used in all stages of recovery.· Received recognition from the customer for exceptional leadership during crisis events. · Built a lasting rapport and loyal customer base with technical support organizations throughout the customer’s enterprise and within IBM and customer management

1998–2000 United HealthGroup Golden Valley, MNAvailability Operations AnalystServed as a single point focal point for control of problems, communications, and post-mortem activities for any application or network issues at United HealthGroup. Key Accomplishments:· Coordinated the restoration and communications until restoration of Severity1 & 2 issues.· Developed policies and procedures and technical/business specifications with 2nd level support and management.· Adept in multitasking various problems at one time.· Outstanding leadership abilities to coordinate and direct all support efforts until resolution of issues. · Member of Y2K Compliant project team.· Mentored analysts in the customer call center.