Kimberly M. Harris, Itil®4 Managing Professional/Itil Expert Email & Phone Number

San Antonio, Tx, Us

St Paul, Mn, Us

St Paul, Mn, Us

St Paul, Mn, Us

In my past role:I've proven ability to lead and implement change management initiatives, including the transition to ServiceNow, Remedy and Microfocus ITSM. Expertise in developing and implementing metrics-driven performance management processes. I am passionate about helping organizations achieve their goals through effective change management. My role facilitated Change Advisory Board (CAB) meetings and ensured that all changes were approved in accordance with ITIL best practices.Following are my key achievements: * Gained maximum customer satisfaction through proactive management of several cross-functional groups within 3M.* Ensure migration to 3M Global Change Management process that enhanced operational efficiency of Change Request Approval Process.* Ensured operational readiness for cross functional communications, planning, knowledge management content, and training curriculum supports the intent of the initiative and will allow for successful hand off to the cross functional teams for transition to 3M Global Process and Standards.

Zurich, Zurich, Ch

In my past role:I formulated and executed term Service Management Lifecycle strategy in ITIL Service Operation and Continual Service Improvement lifecycle phases. I improved, defined and implemented a phased approach of quality and meet business needs while effective delivery of IT services through deployment of IT service management (ITSM). My role involves identifying, monitor/measure, report and plan initiatives within Service Integration organization (Group Operations) to streamline and facilitate sustainable business practices. Following are my key achievements:* Exceeded cost avoidance goals by saving $1.5M by completing 35+ CSI Global initiatives. * Leveraged technical expertise, such as Incident, Problem, Change, Release,Configuration and Capacity Management to meet and exceed ITIL service improvement goals. * Ensure effective delivery of IT services through deployment of IT service management (ITSM) to improve quality and meet business needs.

Zurich, Zurich, Ch

In my past role:I served as the transformation leader for Customer Service Level Overview Program. My role involved spearheading interdepartmental activities, while adhering to program deadlines and quality standards as per business metrics. I successfully deployed Business Process Re-engineering to create Global Critical Applications Directory. I evaluated and prepared responses for all global programs for Farmers Insurance and parent company,Zurich Insurance. Following are highlights of my key achievements that I attained:Transformed customer service program, which resulted in $750K cost saving and 70% time reduction.Fulfilled customer requirements by improving several global programs, managing routine activities across multiple projects groups within Zurich/Farmers Insurance, and leading cross-functional teams. Project Manager of ServiceNow Jakarta Release for Change Management Module which resulted in the removal of 50% UI policies (customizations).

Woodland Hills, Ca, Us

In my past role:I directed transformation with ITIL execution of Change Management in ServiceNow from Remedy as a member of Service Integration team. I improved performance management process by developing metrics CSFs (Critical Success Factors)/KPIs (Key Performance Indicators) and comparing routine reports with set standards.Following are highlights of my key achievements that I attained: Gained maximum customer satisfaction through proactive management of several cross-functional groups within Farmers/Zurich. Established and implemented change management process that enhanced operational efficiency of Change Request Approval Process to facilitate Change Advisory Board (CAB). Ensure operational readiness for cross functional communications, planning, knowledge management content, and training curriculum supports the intent of the initiative and will allow for successful hand off to the cross functional teams for implementation.

Noida, Uttar Pradesh, In

In my past role: Lead transformation with ITIL implementation of Change Management and Service Request Management System in Remedy (ITSM) and ServiceNow as member of Cross Functional Services team, included monitoring/tracking/evaluating of Change Requests/requests for change (RFC) for Gulfstream Aerospace. Coordinated multiple cross functional groups within Gulfstream to satisfy customer requirements. • Developed and managed the change management process, which resulted in concise request for change/change control submissions, in addition to facilitating Change Advisory Board (CAB) for the change request approval process. • Facilitate Infrastructure and Application CABs, drive down process violations, ensure each change is fully documented to include a test, implementation, communication and back out plans, of the change, Developed metrics, KPIs, which includes weekly, monthly, quarterly and annual detailed reports to drive performance management.

Round Rock, Texas, Us

In my past role: Driving transformation with implementation of Change Management, this includes monitoring/tracking/evaluating of requests for change and contract adherence for both Dell/vendor contracts. Coordinates multiple service delivery groups within Dell to satisfy customer requirements and manages project portfolio for Fortune 50 client(s) which generates over 4 million in revenue per quarter. Transitioned from Remedy to ServiceNow for multiple customers • Manage project management activities for 30-45 projects concurrently in support of Managed Client level deployments for large business (financial) client. • Developed and managed the change management process, which resulted in concise request for change/change control submissions, in addition to facilitating CAB for the change request approval process. • Completed Six Sigma Green Belt business process improvement initiative, which resulted in over $26K cost savings and 50% reduction in time management for special project request process – above goal • Implemented governance surrounding retention of all key program documentation to avoid knowledge gaps utilizing SharePoint 2007• Site Administrator for MOSS SharePoint sites, which all resulted in 98 of 100 points during Sarbanes Oxley (SOX) quality audit• Provided Training of the Change Management module within ServiceNow

Round Rock, Texas, Us

In my past role: Analyze P&L marginal reviews utilizing financial and cost model analysis and competitive analysis for Program Management Office Implemented standardized P&L template for Program Executive in the Business Process Improvement initiative, which resulted in 30% time management reduction Global governance of Dell internet ordering tool - Premier PageProgram Administrator of 4 major accounts which generates over $6M in revenue

Irving, Tx, Us

In my past role: Management role responsible for high level communication and documentation as well as account/project management including invoicing, RFP/bidding, Statement of Work (SOW), and P&L marginal reviews, budgeting, headcount analysisPreparation of weekly, monthly and quarterly printer status scorecards for Senior Leadership Team of BancTec CNSProgram Management includes coordination of Dell Imaging & Printer Line of Business

Austin, Texas, Us

Create & analyze $6M budget for Employer Initiative of Child Support Division• Support Program Director in all aspects of Contract and Project management for multiple implementation projects• Create and maintain professional presentations for Program Director in coordinating project related activities• Assist Program Director with contract management, which included tracking outbound purchase order requests originating from projects and reconciliation against charges in accounting system• Prepare weekly, monthly and quarterly status updates for senior management• Maintain project plans through monitoring and reporting on resource activities within a project and maintaining data on Child Support Division resources assigned to projects

Master Of Business Administration - Mba, Management

Bachelor Of Science - Bs, Psychology