Michelle Couch Email & Phone Number

Division driving processes that will emulate the director’s strategic plan. Projects I am currently managing: • Ensure IT Server Management customers are getting what they need and creating processes to ensure a good customer relationship with Application teams and Business partners.• Develop communication and coordination process• Identify current gaps in communication• Measure & document impact to teams, apps, business• Create standard communication and coordination process to close gaps• Create and Conduct training information sessions • Incorporate and develop method for feedback and overall evaluation to ensure continuous improvementDirectly affects the Customer Service goal within the IT Server Management Strategic Plan.• Increase business understanding • Create standardized process and procedures to incorporate key business application areas structure, changes, and future needs• Produce storage location for information gathered readily accessible to Server Mgmt team members.• Create and conduct training/information sessions with Server Management teams as needed to keep them abreast of the latest information Directly affects the Efficiency goal within the IT Server Management Strategic Plan.• Developed Work Request assignment process (Dispatching) for Server Mgmt• Prior to this process technical support team members were routing this work• on a rotational pattern• New Dispatching Team will route work in ‘Round Robin’ fashion Directly affects the Efficiency goal within the IT Server Management Strategic Plan.

Cincinnati, Ohio Area

• Specify and prototype tools to increase IT Service Availability and work directly with both • Applications and Infrastructure teams to develop a true customer-focused content. • Documentation including Standardized IT Process, Procedure, and Job Aids, and SharePoint sitesas well as communication to the IT Staff regarding the following:o Service Disruption Event (SDE) Management o Triage Team - Pre-set teams pulled together due to undetermined cause of severe issues causing a disruption of service o All-hands Restoration Team (ART) - An ART is an ad-hoc team of resources from multiple areas of Information Technology organized and invoked by an SDE Manager due to a SDE with ‘significant’ impact, no clear path of restoration, affecting multiple customers.o Problem Management - The goal of the Problem Management process is to stabilize IT Services through minimizing the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Application Portfolio and Infrastructure, and preventing recurrence of Incidents related to these errors.• Creation and maintenance of the IT Process Management and SDE Management SharePoint sites• Communicate to IT Staff information gathered from support staff in a timely manner to facilitate emergency communications• Pooled IT resources to participate in Service Restoration Team designed to isolate major disruptions of service and drive to restoration• Document information regarding the Service Disruption Event including timeline, isolation efforts, and root cause of the issue• Event Management duties include working with both Application and Operation teams to quickly isolate issues causing a disruption of IT Services to the Customer. • Reporting measurement statistics to management regarding duration and frequencies of service disruptions’ for Enterprise IT.

Performance Management - Power Delivery And Gas Operations It Applications

This was a new team formed with the plan to build solid relationships with our customers (business users) by working to implement the processes and procedures within the Power Deliver and Gas applications teams that will keep our customers updated and informed of changes, application or infrastructure availability issues, as well as developing a feedback mechanism for them to report issues they are experiencing or upcoming events we should be aware of.Strategic Business Analyst (2003 - 2006)Designed and Implemented: Weekly Service Review process (monitoring incidents, changes, and application outages), Production Pipeline (to monitor ITG service requests and projects)Monthly Customer Service Reporting to show a picture of the actual availability of each application as well as project status and general ITG request status.Developed Process Flow Diagrams and Job Aids as well as conducted training sessions to explain these new processes and procedures

• Assist in resolving issues for internal customers• Actively monitor personal and team ticket and phone queues ensuring the issues are resolved in a timely manner• Training of Help Desk Processes and Procedures to new Frontline Analysts • Monitor vacation/scheduled days off to ensure proper support is available• Produce reports regarding various activities of Help Desk including customer service satisfaction measures• Key role in several projects as Help Desk Representative responsible for documentation of new information for Help Desk Analyst use in Primus• Communicate with workers as well as customers to get service and or worker response issues resolved in a timely manner