Sue Koch Email and Phone Number
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Multifaceted Customer Service, IT Service Management, Project Coordinator & Systems SpecialistSeasoned and accomplished ITIL Change Control leader with 25+ years of experience, including a background in identifying and analyzing business needs and creating needs-based solutions while providing comprehensive project support for an organization. Experience evaluating and understanding business operations, identifying and reviewing business requirements, developing solutions to address and resolve complex business problems. Adept at coordinating high-profile projects with a background in determining project scope, resolving issues/conflicts, allocating resources, and providing customer service, while ensuring all deliverables completed on time, and within scope. Experience in ITIL ServiceNow processes. Proven ability to excel in a global and diverse team environment. Skilled at cultivating, building and maintaining key business relationships. Exemplary communication and interpersonal skills used to interact with clients, stakeholders, senior leaders, associates, vendors and other parties.
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Itil Change Management LeadPratt & Whitney Apr 2022 - PresentEast Hartford, Ct, UsResponsible 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
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Senior Service Delivery AnalystFis Nov 2021 - Apr 2022Jacksonville, Fl, UsProvide 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 -
Information Technology Change Manager - Itil Change ControlJabil Apr 2019 - Nov 2021St Petersburg, Florida, UsResponsible 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. -
Itil Servicenow Senior Change Analyst / Project CoordinatorThomson Reuters / Refintiv Mar 2009 - Mar 2019Change 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.
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Operations EngineerThomson Reuters Mar 2006 - Mar 2009Toronto, On, CaSystems 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. -
Systems OperatorSuffolk County Water Authority Jun 2003 - Mar 2006Oakdale, New York, UsSystems 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. -
Sr. Open Systems Market Data Support SpecialistReuters America Jan 1999 - Jun 2003Daily 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.
Sue Koch Skills
Frequently Asked Questions about Sue Koch
What company does Sue Koch work for?
Sue Koch works for Pratt & Whitney
What is Sue Koch's role at the current company?
Sue Koch's current role is Information Technology Change Manager Lead - ITIL Change Control.
What is Sue Koch's email address?
Sue Koch's email address is su****@****tiv.com
What skills is Sue Koch known for?
Sue Koch has skills like Change Management, Service Delivery, It Service Management, Service Management, Incident Management, Vendor Management, Itil, Business Analysis, Unix, Data Center, Disaster Recovery, It Management.
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