Shari Marcus Email & Phone Number

Tampa, Florida, United States

Training, Mentoring, and providing feedback for release managersWork Collaboratively to coordinate release activities and deliverables across teams to get into productionWork with Development and IT Services team members in planning each release to manage risk and resolve issues that would impact scope, schedule, and qualityTrack and report Metrics that would measure performance of release functionsParticipate and facilitating the Change Advisory meeting to discuss release scope and or roadblocksCollaborate in the continual design of implementation of release process improvement initiativesAssisting with yearly auditCommunicates release details and schedules to the businessLead release activities for Go-Live initiatives

Tampa/St. Petersburg, Florida Area

Responsible for release planning and working with product owners, stakeholders, and agile teams to establish a delivery expectation of prioritized work.Communicate frequent release schedules with business and IT partners. Responsible for the release planning process to ensure appropriate steps occurred in the lower-level environments prior to the production release.Coordinate with agile teams on Go-Live activities.Continually work towards making improvements in the release process in conjunction with ITIL.Manage risks and resolve issues that impact release scope, schedule and quality.Facilitate weekly release readiness and CAB meetings.Coordinates emergency releases and all dependencies are identified.Works closely with the development team to coordinate, document, and report software deployments.Collaborating with agile-based teams for continuous delivery.Maintain the Release Management documentation.Conduct monthly key metric meetings with product owners and managers.Gather documentation for Audit.Works closely with IT resources to coordinate Disaster Recovery Testing.Facilitator of release team meetings.Protects the release team from impediments.

Ensured adherence to Change Management standards, procedures, and processes.Reviewed change requests to guarantee that they met the established completion criteria and processes.Assessed schedules of changes to identify time, conflicts, and risks associated with requested changes.Approved and rejected submitted change requests.Attended Chair meetings that reviewed changes, such as the Change Advisory Board.Monitored Request for Change (RFC), project build, test, and release timelines, and their potential impacts to all other RFCs in the pipeline.Created documentation of the Change Management processes in conjunction with other ITIL-based processes in place in Walt Disney World.

Lakeland, Florida Area

• Executed the Change Management Processes in alignment with the ITIL v3 framework • Ensured that all Requests for Change (RFC) and MVW’s production environment & components satisfied both Marriott International and Marriott Vacations Worldwide IR standards and governance requirements• Oversaw the compliance with Change Management processes and controls across multiple diverse business and IR departments• Participated in project planning and Service Review Board sessions, coordinating impact analyses of proposed changes, providing input to change windows for planned deployments• Researched and delivered documentation for Sarbanes-Oxley and Payment Card Industry (PCI) regulatory compliance • Communicated Change Management status and statistics at the service line level and enterprise-wide level• Monitored RFC, and project build, test, and release timelines, and their potential impacts to all other RFCs in the pipeline• Provided training where appropriate and serve as point-of-contact for problem resolution• Coordinated Change Management processes in conjunction with other ITIL-based processes in place in MVW, such as Service Validation and Testing, Release and Deployment Management, Incident Problem/Known Issue Management and Configuration Management• Updated data in Change Management applications (PVCS Tracker and VMware Service Manager) as needed during the life cycle of a Request for Change • Reconciled and analyzed data from multiple change management systems to eliminate duplicate data • Created the first multi-source report of all open changes during the Early Life Support (ELS) period immediately following each Major Release, and updated and distributed the report throughout the ELS• Participated in detailed User Acceptance Testing of upgraded VMware Service Manager application in preparation for deployment• Expanded my knowledge of ITIL v3 Change Management processes and how they applied to Marriott Vacations Worldwide

Tampa/St. Petersburg, Florida Area

• Arranged and scheduled all phases of the Multi-Level Marketing Software implementation and SDLC development process• Coordinated schedules ensuring that timelines were met and documented project plans in Excel.• Harmonized all stages of software implementation with clients. • Utilized PhaseWare to track each project milestone to ensure that timelines were being met. • Established positive client relationships and satisfaction in order to set up long-lasting business relationships with all new clients • Set System Configurations using design documents• Trained key members of new clients• Identified business development opportunities as they related to a project• Acted as a Liaison between Client and the Web Development Team• Worked with the client to define and document user needs

Tampa/St. Petersburg, Florida Area

• Ensured the organization’s core values were continuously enforced • Produced training materials and documentation, and presented it to the team• Motivated employees by creating incentive programs resulting in increased productivity• Sat one-on-one with representatives to coach them on more effective ways to handle calls• Monitored and tracked call center effectiveness and trends• Identified process improvement opportunities and recommended solutions• Conducted interviews and hired new staff

Tampa/St. Petersburg, Florida Area

• Developed and provided individual, group and organizational sales and quality training• Provided quality monitoring & coaching services to increase sales opportunities• Developed policies and procedures for all CTG operational and sales functions• Maintained and updated sales training materials and company procedure/process flows• Researched regulations, system updates and publication requirements to create additional sales materials• Operated as a key member of the Client Implementation team• Performed special projects for the executive management team• Facilitated weekly sales meetings• Assisted team leaders in assessments of individual sales employee’s developmental needs• Interviewed, hired, and trained new employees

Tampa/St. Petersburg, Florida Area

Developed and provided individual, and group quality training to new clients onsite and onlineClient Management and support of the clients team during rollout of softwareTested Clients Sales ReportsDeveloped new process documentationPrepared training documentation for new clientsOperated as a key member for testing software upgrades before rolling it outTrained clients as we add new features to softwareResponded to end users inquiriesConducted training sessions to introduce new product functions Analyzed problems and possible solutionsOpened support tickets and followed up on them then communicated status with the clientIdentified problems with software and tested the solutionWorked with individual software venders to solve technical issues as needed

• Initiated contact with potential clients nationwide; identified and established relationships with key decision makers; presented benefits of purchasing and closed the deal• Negotiated price based on size and frequency of advertising• Serviced existing accounts to renew advertising contracts while increasing revenue based on customer needs• Collaborated with clients on creating ads with maximum impact• Dollar volume goals were increased regularly by 3% of previous week’s revenue for each sales consultant• Consistent winner of weekly sales contests