Alex Mckinnon Email & Phone Number

New York, United States

Greater New York City Area

- Builds REST API integrations in Python and JavaScript.- Lead a ServiceNow re-implementation project, significantly reducing technical debt and greatly improving the platform.- Manages the Incident, Change, CMDB, Knowledge, and Request processes.- Implemented and manages Discovery, a configuration management tool, achieving 95% coverage of the environment.- Coordinates internal and external SOX audits.

New York, Ny

Sydney, Australia

While on a work/travel visa in Sydney, Australia, performed a Windows 10 upgrade for the hospital, scheduling and performing training sessions and coordinating with the PMO team, as well as normal support duties.

Melbourne, Australia

While on a work/travel visa in Melbourne, Australia, performed tier 1 and 2 support duties for a healthcare company in Melbourne.

Solo backpacking trip through the lower Americas.

Boston, Ma

▪ Managed the day-to-day Change Management responsibilities for the company’s product, a suite of financial services software marketed to banks, traders, and other financial institutions. o Ran thrice-weekly change meetings, oversaw change workflow, reviewed every incoming . change ticket, and performed user training and enforcement of policy in accordance with audit requirements.▪ Partnered with QA, Operations, Release, and Project teams to implement a continuous improvement cycle for our processes.▪ Performed compliance checks for external auditors in order to meet SEC regulations.▪ Led a project to update the company’s change tool to align with current processes and procedures.

Stow, Ma

▪ Represented Service Delivery in regular meetings with every IT project team during their planning and execution stage. o Preemtively highlighted project gaps to be addressed or mitigated. o Ensured that there was a smooth and seamless knowledge transfer and handoff from the project team to the Service Desk and that the requirements for project closure were met. o Was a crucial team member of several large, complex projects, including a VPN rollout to over 5,000 users, and taking the lead in the final months of an Office 365 upgrade for over 8,000 users.▪ Prepared for and then managed the extended care period after each quarterly SAP release, and ensured that all closure criteria were met.▪ Worked closely with the Service Desk team to follow ITIL methodology, track metrics and KPIs, and ensure that SLAs were met, and negotiated SLAs for new services with the business.▪ Drafted and sent most IT communications to the business, parsing technical language for a broad user base. During high and critical priority incidents, liaised between support staff and the affected users, delivering regular updates and resolution notifications.▪ Administered the SharePoint site for the department, and migrated it from SharePoint 2007 to 2010.

Stow, Ma