Kelly Hersom Email & Phone Number

Bloomington, IL, US

Bloomington, IL, US

New York, NY, US

Experienced IT Analyst with a demonstrated history of continuous improvements in IT for the following fields; medical, retail, health care, IT and insurance arenas. Skilled in Operations Management, leading a prevention task force, Project Management, and ServiceNow testing documentation. Strong, IT technology professional with a Bachelor of Science (B.S.).

• ServiceNow BA, gather requirements, write test scripts
• Provide Quality Assurance leadership with team through testing process in DEV, Test and Prod, monthly

• Partnered with and leveraged resources representing the AHI integration program, Service Desk, IT Service Management, and others as needed.Ensured service management support requirements for AHI integration were.
• Service desk
• Incident management
• Change management
• Configuration management
• Knowledge managementThis was an integration effort of an acquired business (Animal Health International).

• Trained and guided a dedicated team in problem and incident management
• Wrote the problem and incident management policy and process documentation
• Managed the major incident process 24 x 7
• Implemented the incident management process by working with teams during active incidents
• Improved all communications to the business and the end users in response to major incidents
• Minimized the impact of problems to the organization through tracking, trending and proactive management of incidents in the environment

• Created a monthly metrics package for senior level management that included; Service Desk and Incident ManagementWorked with teams to lower MTTR metrics by showing were time was being spent
• Created Post Incident Review process and proceduresTrained PIR Process to end users and developed teams to participate Executed all of the PIR meetings and all executive level final communications regarding outcomes.
• Analyzed current process for efficiency and effectivenessProvide updates and offered solutions to drove better efficiencies
• Partnered with the contracted service group to change behaviors and lower MTTR
• Audited all incident management communications and provided feedback to better streamline upward communications throughout the organization
• Wrote tool requirements and presented to workgroup for updates to ITSM ServiceNow

Blue Bell, Pennsylvania, US

• Single Point of contact for transitioning a regulated Client to Unisys Change Management
• Assisted in writing JBA’s, training materials, testing materials
• Manage changes through the IT Change Management lifecycle assuring that all policies and procedures, are followed, and that all changes are correctly documented, scheduled and controlled
• Provide an initial authorization of all change requests
• Facilitation of the CAB, as well as taking, and posting the CAB meeting minutes
• Helps to resolve issues with Change Requester to assure acceptability of change request

I offer a valuable service to small business owners that need help in finding time to do what they love to do. I take care of phone calls, meetings, emails, social media, organization their schedules. I have many years of IT behind me as well as sales management. I am a very well rounded individual that can assist you with all of your office needs.

Hanover, MD, US

• Managed and facilitated all incidents that were requiring engaging various teams and efforts
• Overall goal was to provide a resolution to all incidents that were escalated to our team
• Support was 24 x 7 and my shift was midnight to 8 AM
• Supported all issues from POS to robotics, from stores to distribution centers throughout the US
• Engaged managers, third copy vendors and additional eyes and ears support

Worked with over 50 PMs through process management and project management activities. Consultant for Wells Fargo/Wacovia Bank merger project.Worked with over fifty PMs through financials, process management, creation of change for network/infrastructure, building and managing institution changes and communicationsPulled reports, both routine and.

Atlanta, Georgia, US

Performed Business Analyst Methodologies; lead team to gather requirements, completed use cases, test scripts and provided guidance and leadership throughout project life cycle. Lead team to build requirements, wrote use cases and test scriptsActed as the customer/IT liaison during analysis, requirements definition and design activitiesMaintained an.

I worked on several accounts during my 11 years at IBM. I began on the help desk, moved onto Problem and Change Process Managerment and Availability Management. I loved my job there and the flexibility of working at home was awesome! Thanks for 11 great years, IBM!

New York, NY, US

Provided support for in field Financial Advisors help desk center that supported an environment of over 1500 usersSupported: MS Explorer, Netscape, Moderate LAN, Remedy, CMS, Infoman, ManageNow (eEsm), Windows environment, MS Office Suite, IBM Desktops and Think Pads, HP Vectra Services, HP Printers, RAS Support, SAP, Oracle, Netware 4.x, Lotus Notes 6.0.

Manager of menswear, cosmetics and accessory departmentsCreated and implemented new reporting for headquarters Trained consultants on how to build a businessResponsible for marketing and advertising for the department store at a local level

Dallas, Texas, US

Managed counter as a businessCreated the client baseTrained all beauty advisorsManaged all ordering to maintain proper stock levels of inventoryBuilt the largest client base at Neiman Marcus

Highest unit per transaction in cosmetic area for Dayton's in the Twin CitiesWorked for Lancome Cosmetics for 3.5 years and then 1.5 years for OriginsLaunched three new counters as a manager for Origins (Minneapolis, Edina and Roseville)Worked on marketing strategies for entire department to build a larger client base within the Roseville location.

Bachelor Of Arts (B.A.), Organizational Managment

Aaa Retail Management, Marketing And Sales, Retail Management An Operations