Kristal Jackson Email and Phone Number

* Develop, document, implement, and manage the routine change management governance process.* Follow-up with change stakeholders on change-related issues identified during deployment, in order to determine lessons learned and potential preventative actions for future implementations* Identify and manage change management core initiative process improvements.* Collaborate with technical teams and business partners to identify new opportunities for routine change templates.*Coach and mentor change coordinators and submitters on change management standards and best practices.*Audit routine change use for compliance and adherence to guidelines.*Develop and facilitate training on change management process improvements.*Identify, track, and monitor Key Performance Indicators (KPI) and Key Risk Indicators (KRI) for routine changes.

*Effectively lead a team of regional change coordinators in the facilitation of ITIL best practices and guidelines for change management, in an effort to minimize system and application incidents. *Generate, analyze, and report metric data on a weekly, monthly, and annual basis. *Facilitate weekly and monthly meetings with client and functional teams to ensure all process improvements and updates are coordinated and rolled out in a streamlined, controlled fashion. *Participate in quarterly audits to ensure proper processes are being utilized. *Identify and highlight changes with high risk and impact in order to ensure a detailed contingency plan has been documented and that all parties are satisfied with the risk management plan prior to implementation.

*Maintained adherence to all internal, external and client processes by support teams and vendors, ensuring successful implementation of changes.*Facilitated approvals for GM midrange/web hosting changes, assuring process compliance to minimize system and application incidents.*Conducted weekly reviews to keep capability and project teams advised of necessary updates to meet GM Change Advisory Board requirements, reducing escalations and urgent changes.*Undertook internal projects to help offload responsibilities of project managers during peak periods of activity, simultaneously enhancing project management skills.

*Served as technical leader in support for a 20-member team of Security Administrators, helping expedite resolution of client LAN resource issues. *Documented and maintained IQMS procedures to support daily operations and ensure audit compliance. *Reviewed and distributed weekly, monthly and quarterly reports detailing security violations, and following through to reduce system vulnerabilities. *Facilitated the successful migration of 60,000 users and groups from a legacy Novell system to Microsoft Active Directory.

*Provided technical hardware, software and basic LAN support. *Installed, configured and troubleshot PC’s, peripherals and software on Windows OS platforms. *Performed software and hardware audits annually, maintaining on-site licenses. *Coordinated timely vendor access for contractual hardware maintenance.