IT Analyst III working in the M365 Product supporting SharePoint (cloud), Power Platform and forms. Develop standards, and best practices for knowledge management.

Fulfill role as a Scrum Master for IT Finance Program; Change Management Process Owner / CAB Manager / ITSM Process Improvement

ITSM Team Lead, Change Management Process Owner and CAB Manager instrumental in implement ServiceNow and Major Upgrades.ServiceNow Scrum MasterFulfilling role as a Scrum Master Role on IT Finance Program

ITSM Manager with Change, Release and CMDB Principle Analysts reporting to me.

Dedicated Change Coordinator on the Caterpillar Disaster Recovery Project. Backup for Enterprise CAB Manager.

Authoritative senior analyst who serves as a IT Change Management “practice lead” responsible for the day-to-day functions of Change Management, assuring that all changes are accurately documented, approved and scheduled in accordance with the Client's Enterprise Change Management process. Ensure IT Business Service(s) and/or focus areas’ practices are compliant with Change Management expectations through coaching of participants as needed, facilitating Pre CAB meetings and creating and guideline and process documentation.

Software Engineering Change Management Coordinator supporting project/production environment. Authoritative senior analyst who serves as a change management “practice lead” responsible for the day-to-day functions of Change Management, assuring that all changes are accurately documented, approved and scheduled in accordance with State Farm’s Enterprise Change Management process. Works effectively in a cross functional structure, including Request Management, Incident Management, Problem Management. Ensure IT Business Service(s) and/or focus areas’ practices are compliant with Change Management expectations through coaching of participants as needed.

Service Desk Manager responsible for managing the day to day activities of an in house Tier 1 support group for 190+ locations in North America, supporting 2500 users. Processes 20,000 incidents and Service Requests annually, while maintaining an excellent customer service satisfaction rating, meeting SLO's at 88% and maintain First Level Resolution Rate at 60%. A key achievement in this role was to turnaround an under performing Help Desk team whose reputation was very poor. This was partly achieved by in sourcing, hiring appropriately, cross training and re-defining and implementing best practices for incident management, major incident management, problem management and introducing metrics.Fulfill role as Change Manager, Process Manager and manage the IT General Control review process.

Team Lead coordinating activities of on site Desktop Support team reporting to the Help Desk Manager. Engaged in interpreting problems, providing assistance, problem solving, and advising as it relates to hardware, software and systems. Day to day activities include:IT Procurement / Asset ManagementPerform ticket follow ups to ensure issues are resolved to the customers expectationsCoordination between users and other IT personnel to resolve issuesEscalate more complex issues to senior level support specialistsAdded and maintained Email and Active Directory user accountsCreate & Maintain IT documentationCross-Train other team membersAssist with the implementation of outsourcing a Help DeskTake ownership of special tasks and rolesAssist with hiring, disciplinary and termination of Desktop staffMember of CAB

Managed 12 Domino servers in US and Asia. Supervised Help Desk and the hiring of interns. Managed and collaborated with contractors on Lotus Notes development projects, managed day to day activities within the IT department, liaison between IT teams and internal clients on support issues, new Lotus Notes projects and continuing database administration and maintenance.Lotus Notes CLP