Robert P. Wicker Email & Phone Number

St. Louis, Mo, Us

St. Louis, Mo, Us

St. Louis, Mo, Us

St. Louis, Mo, Us

St. Louis, Mo, Us

• Product Owner - Cherwell Service and Asset Management - serve as many primary roles for the implementation of the product: In addition to product owner - project manager, scrum master, primary support contact and vendor liaison, programmer, business analyst, quality analyst, tester, user-interface designer, training and documentation developer, training instructor/facilitator, engineering consultant, service catalog consultant, mentor, supervising activities of a team of 8 analysts and 4 engineers.• Data Analysis – Assist in data analysis to measure performance of processes, technology, and services. Produce metric reporting as needed.• Mentoring – Provide guidance in applying ITIL Service Management and other relevant IT frameworks, methodologies & standards, including those defined by regulators.• Quality Control – Perform quality control to ensure records are accurately documented and processes and procedures are consistently followed.• Process Improvement – Facilitate or actively participate in cross functional meetings with IT and business stakeholders at all levels, focused on process evaluation and improvements.• Technical Writing – Provide technical writing services in various forms for diverse IT and business audiences.• Training – Deliver training to IT, covering IT and Service Management topics and tool usage.

St Louis, Missouri, Us

• Analysis – Reviewed existing reporting processes for workflow improvements, data source integrity, accuracy of reported data, and new reporting opportunities, to provide improved user experience, value and trust.• Automation – Replaced manual spreadsheet reports with single-purpose Microsoft Access databases (aka utilities) to automate workflow, improve efficiency, and provide greater insight into data for more accurate analysis and timely problem resolution.- Eliminate data keying errors.- Provide scalability for reporting.- Reduce report development and production time frames.• Metrics Development/Reporting – developed, implemented and maintained:- Reports databases in Microsoft Access, which generated monthly user reports. (2000+ per month), quarterly performance scorecards, dashboards, and trend reports (300+).-Created ad hoc spreadsheet reports, data analysis, and PowerPoint presentation requests as needed.