Nancy Springer Email & Phone Number

Walnut Creek, Ca, Us

Herndon, Virginia, Us

Reston, Va, Us

Provide expertise in IT Service Management for clients, capturing business requirements, documenting processes, and ensuring projects and enhancements meet business needs.· Collect, define, analyze and review user and functional requirements for Service Management service and process implementation or enhancements· Create process definition diagrams, use cases, user stories, requirement traceability matrix, and acceptance criteria for initiatives· Ensure solutions meet agreed upon business requirements· Evaluate enhancement requests to help drive effective solutions· Collect, consolidate and analyze service metrics to facilitate decision making related to service improvements.· Project manage enhancements and platform projects· Produce and present advanced reporting and dashboards that measure and communicate Service Management performance to drive continual improvement

New York, Ny, Us

Subject Matter Expert for analysis of IT processes and services to assess, recommend and implement directed plans that improve and increase stability across Global Technology and Operations. Working directly with Infrastructure and Application Development teams utilizing Six Sigma methodologies with ITIL based focus on services and processes. • Ensure technical services meet corporate reliability and availability standards• Evaluate metrics and KPIs to identify key areas of opportunity• Assist in driving the planning and execution of strategic and tactical process and technology improvements to directly impact stability of the environment • Evaluate new technologies, processes, and strategies to foster continuous improvement in the operations space. • Evaluation and selection of future state ITSM tools (Move from BMC Remedy to ServiceNow)• Analysis of Incident, Problem Management and Change Management processes providing improvement recommendations and implementation• Defining and implementing Enterprise Release and Deployment process

Oakland, California, Us

Responsible for creating, implementing and managing an ITIL V3 Service Transition based organization providing implementation of End User Services impacting enterprise products, projects, and services. Responsible for planning and managing the development of implementation plans, schedules, cost models, risks analysis, and resources to facilitate project deployment and operationalization meeting the requirements of business. • Provide a framework for evaluating the service capability and risk profile before a new or changed service or product is released or deployed. • Interfaced cross functionally with the entire Kaiser organization and partnered with business leaders to understand direction and identify technology solutions to meet current and future business needs. • Ensure that the service can be managed, operated and supported in accordance with the requirements and constraints specified. • Implementation and management of organizations tool supporting project tracking, change management, resource and demand management, funding and expense tracking, dashboard and reporting of project and organizational metrics. • Maintained compliance and Managed remediation for PCI and SOX audit actions. • Resource demand planning and staffing. • Provide knowledge and information to expedite effective decision making regarding the promotion of a release through the test environments and into production. • Provide efficient repeatable implementation mechanisms that can be used to deploy releases to the test and production environments and be rebuilt if required to restore service. • Management of the Change Management processes and Technical Change Advisory Board (CAB). • Problem Management owner for change induced incidents impacting EUS organization.

Oakland, California, Us

• Direct Management of organization providing Level 3 engineering support of Kaiser Permanente's workstations, PDAs, wireless devices, and remote software provisioning. The Kaiser enterprise currently consists of over 240,000 workstations in over 750 locations in 8 Regions providing information to Clinicians, Patients, and Employees.• Coordinate with other teams to ensure all necessary services are available and ensure adherence to standard operating procedures, policies, and regulations responsible for ensuring our clinicians are able to access medical records, images, transcriptions, lab results, and more and are available 7x24• Establish well managed processes and create a culture of process execution and improvement to allow for nimble business planning and response in a dynamic business environment by Aligning and migrating to ITIL V3 framework• Support departmental budget goals and participate in yearly forecasting and monitoring throughout the year and ensure the department is compliant with all process management standards

Ca

• Managed a multi-site team of internal and outsourced resources with additional oversight of offshore teams and partner organizations responsible for day-to-day operations of R&D infrastructure. • Identified and managed service improvements that increased customer satisfaction and ensured satisfactory delivery of all projects and developed cross-organizational business relationships to strengthen delivery of team initiatives.• Established and led a cross-functional management team to coordinate, manage and strategize operational plans between IT, Business Units, Outsourced Partnerships and lab organizations reporting back to executive management. • Provided interface between Engineering organizations and outsourced IT provider• Co-Founded Global Lab Security Federation defining best practices across all Nortel labs to secure, monitor and maintain the integrity of lab systems and networks.• Led development and implementation of virtual client solution effort, significantly reducing overall engineering support costs.• Contributed to the development an deployment of usage tracking tools to ensure all assets are effectively used• Led implementation of Global Booking Tool resulting in tracking availability of lab resources globally• Providing tools promoting virtual use of lab solutions reducing requirements for new or expanding labs for both Nortel and Partner sites globally.• Manage Partner infrastructure lab use requirements (on-site and off-site) • Manage solutions providing tools and resources for offshore partner sites• Manage a multi-million dollar general operating team budget and the budgets of multiple BUs lab infrastructure needs.• Key contributor to mergers acquisitions and divestiture teams o Successfully integrated data center operations and R&D infrastructure for multiple acquisitions o Segregated divested business units from Nortel’s R&D infrastructure• Member of Global Business Continuity Team: Western Regional Prime

Ca

Managed Unix support team providing architectural and engineering services across Clarify’s corporate and R&D environments. Team member providing Nortel Business Units with various IT solutions resulting in new or improved infrastructure solutions Throughout Nortel’s Enterprise business

• Managed a team of 15 for a multi-site/multi-platform environment supporting the operations and development of flight software for current and future satellite missions.• Supported all servers, desktop, and build machines on multiple platforms including SunOS, Solaris, HP-UX, Linux, AIX and IRIX. Maintained and supported all user tools, compilers and environments, including various vendor applications, Perl scripts and Shell scripts. • Implemented standardization policies for system configurations and user environments• Designed and implemented RAID/NFS/NIS environment eliminating single point of failure issues.

Us

• Working manager of the Unix team supporting Rational's Engineering and Tech Support groups. Responsibilities included:• Supported all servers, desktop, and build machines on multiple platforms including SunOS, Solaris, IRIX, Digital Unix, HP-UX, and AIX and maintained all user tools, compilers and environments.• Managed NIS and DNS servers, all Unix dial-in (PPP & ISDN), and local networks.• Assisted in the definition of the user environment.• Ensured that all service calls are completed to the users satisfaction• Maintained all system support contracts.