Sue Koch Email & Phone Number

East Hartford, Ct, Us

Responsible for the oversight of the Pratt & Whitney America ITIL Change Management processContinuous process reviews and improvements of the Change Management processSupport all related Change Advisory Board meetingsLead communication and training materials that aim to address and correct Change input and process adherenceReport on Change metrics and discuss with IT Service Managers and share at periodic Operations Reviews with Pratt IT senior leaders

Jacksonville, Fl, Us

Provide ITSM process guidance and training to teams within CIOEnable best practice with delivery teams when interfacing with ITSMManage intake of continual improvement processes using baseline metricsManage lifecycle of CSI actions and assess benefits realizedConduct training/knowledge sharing sessions across the teams within CIOEnsure Key Performance Indicators are achieved

St Petersburg, Florida, Us

Responsible for driving and overseeing all activities related to the IT Change Control process. Create and maintain concise process knowledge articles and documentation for the Change Control repository. Facilitate and chair process related meetings and Change Advisory Board meetings. Establish effective relationships with the internal and external IT organizations to understand and interpret process requirements and ensure effective integration and optimal results for process definition. Ongoing continual process improvement activities related to IT Change Control using the ITIL framework for good practice. Utilized Value Stream Mapping for enhancements to improve the process.Communicate regularly with upper-level management to assess the status of the implemented process and define steps for improvement. Perform change request audits, and Incident/Service Request SLA/MTTR reviews with IT managers to ensure customer expectations are being met.

Change Process Compliance within Technology Operations – Responsible for the management and control of Technology Operations ServiceNow change requests and ensuring global change process compliance for the Enterprise business unit. Assisted steering committee in helping define user requirements, QA and testing of the ServiceNow tool before Production release. Also assisted the user community with any issues encountered with the tool.Produce and analyze weekly / monthly ServiceNow Change Management metrics to ensure proper adherence to the Change Management process and to spot any trends in change failures so that they can be avoided in the future. These metrics also fed the Incident and Problem Management ITIL functions if / when necessary. Participate in and chair weekly Change Advisory Board meetings. Approve compliant changes / tasks. Work with project management teams in coordinating and communicating changes to select TechOps staff, affected business units and stakeholders.

Toronto, On, Ca

Systems Administration: Installed, configured and upgraded new hardware and operating system software as needed. Regularly diagnosed and successfully troubleshot network and system related problems as reported by first line operations staff.Technical Writing: Provided technical and procedural documentation on the implementation, service delivery, and support of products, systems and networks to first line operations staff.Quality Assurance: Worked in close liaison with various operational, project, development and product teams to ensure that ongoing service and support was maintained at the agreed upon service levels.

Oakdale, New York, Us

Systems Administration: Monitored system health and maintained SAP, Unisys mainframe, and Windows / UNIX servers. Operations: Performed batch processing for payroll and customer billing. Performed SAP and Unisys Mainframe backups and restores. Performed accounts receivable functions. Troubleshot and resolved issues involving document billing and invoicing.

Daily responsibilities included troubleshooting and resolving UNIX and Windows Client/Server platform issues as reported by clients. Assisted with the implementation/installation of a large client based firm (10,000 workstations/300 servers) on the Reuters Plus Market Data product and subsequently oversaw the client’s day to day issues. Documented all support call related activities via the Seibel Ticketing platform.Collaboration: Regularly shared procedural and effective problem solving information with other staff members to enhance the knowledge base among CSR’s.