Kim Piotrowski Email & Phone Number

Change Manager and Configuration Management Database (CMDB) owner supporting the organization's IT change management needs across all platforms, utilizing ServiceNow. Gatekeeper to ensure only tested and approved code is deployed to production. Member of transition team – responsible for adapting SN modules for company use, training employees in multiple modules, preparing documentation, and providing continued support.Worked with ServiceNow consultants to build out the Change, Service, Incident, and Knowledge ticketing queues as well as CMDB to replace Serena Business Manager (SBM) and several specialized ticket management systems. Helped design testing scenarios and conducted new product testing in DEV/QA/Prod environments for Change, Service, and CMDB modules.Created training materials and trained all users on new Change Module. Delivered 15 training sessions to prepare end-users in the new system.Tested latest upgrade of ServiceNow as well as Client Engagement/Demand Management module.• Established and enforced Change Management audit procedures for ServiceNow; demonstrated company practices and provided documentation to PCI and SOC auditors yearly.• Coordinated all Integrated Services from inception through initial production deployments while overseeing the transfer of all Integrated Services into Continuous Integration / Continuous Development (CI/CD).• Added and modified Internet Configuration Settings (ICS), deployed them in non-production environments, and packaged them for delivery to production.• Developed and presented Change Management portion of the annual plan to prepare for seasonal increase in business activity. • ServiceNow Administration – Manually added CIs as required, assisted users opening various ticket types, resolved tickets, granted access, and provided back-up to SN Admin.

Current Resume

Tampa/St. Petersburg, Florida Area

19+ years of Configuration Management / Release Management experience• Provide Configuration Management and Release Coordination for multiple platforms for on-line retail software. This includes establishing and enforcing a schedule for each platform, running inter-departmental release meetings, communicating schedule changes to all groups, and overseeing unplanned issues as necessary• Administration of Change Management software – currently Serena Business Manager• Management of SBM queues for multiple platforms for all non-production deployments and scheduling of all production deployments• Compile agenda and run daily Production Review meeting• Provide Project Management for long-term projects as needed – examples include upgrading non-production environments to Oracle 11g; creation of a “datamovement” process for one of our platforms; and overseeing the transfer of our Integrated Services into CICD• Establish best practices, write documentation, and train new staff in Release Coordination• In August 2016, received a promotion of two grade levels

* In addition to the tasks listed below, I also became responsible for the following:* Convert newly acquired division to our current software, policies and procedures* Train and oversee offshore Codemove personnel * Establish and enforce audit procedures for Development, Project QC, SCM, and Product QC; Research and document procedure exceptions* Establish and enforce procedures for Client-custom software* Currently establishing new procedures for Development, Project QC, and SCM as we are transitioning to Jira from our current issue tracking software

* Provide Software Configuration Management in multiple releases and on multiple platforms for complex financial software* Research / resolve code dependencies and create and package daily software patches of various types of code including C, Fortran, and PL/1 * Administration of Change Management software (Currently ChangeMan DS)* Compile agenda and take minutes for weekly Software Change Meeting* Create and package quarterly Maintenance Updates* Edit and proofread client documentation for patches and Maintenance Updates* In 2000, helped transition our source-code repository to Serena Software's ChangeMan product; provided division-wide training to Developers and Project QC on use of new software

• Provided Administrative support to Vice President and his direct reports, which included scheduling monthly meetings, proofreading and editing meeting agenda and minutes, compiling data and reports, and other administrative responsibilities• Arranged travel plans, accommodations, conference facilities, and agendas for quarterly off-site meetings and provided support during those meetings• Arranged travel plans, accommodations, conference facilities, agendas, and activities for international visitors

* Responsible for all aspects of running this family-owned business which included scheduling staff, ordering inventory, paying bills, meeting with clients to schedule events, planning menus, and running catering events