Teresa Smith Email and Phone Number

Participating and actively supporting Enterprise Service Management business initiatives by delivering reliable, efficient, scalable and business oriented solutions focusing on: • ITSM assessments and technology migrations• Service integration of IT Service Management and ITIL solutions• People Management

Responsible for the sales collateral, assessment, implementation, and maintenance of ITSM Process & Tooling solutions.

Senior Manager responsible for ITIL/IT Service Management (ITSM) pursuit through implementation activities including:• Bid Preparation & Presentation• Pre-Implementation• Implementation• Post-Implementation• RemediationResponsibilities include: • Providing ITSM/ITIL best practice guidance and strategy solutions to various clients • Management and participation in the design and implementation of dynamic IT solutions • Implementation of ITSM V3 Service Management solutions (Service Desk, Incident, Problem, Change, Release, Service Request, Knowledge, Service Asset and Configuration Management)• Execution of Project Management Methodologies (Waterfall, Agile, Project Management Professional, Customized IT Technical Solutions, Software Development Lifecycle (SDLC), etc.)• Project Governance & Management (Management, Resource Management, Project Control, Requirement Analysis and Alignment, Client/Stakeholder Relationship Building and Management, Issue and Risk Management, Scope, Requirement, and Knowledge Management, etc.)• Management of Large / Complex Projects (Management of Multi-vendor/Services, On-Shore/Off-Shore Resource Management, Critical Services, 100 – 10,000+ customers/end users, Durations ranging between 6-18 months)

IT consultant specializing in Program Management, Project Management, IT Service Management (ITSM), and ITIL Process and Tooling implementations.Responsibilities included: • Providing ITSM/ITIL best practice guidance and strategy solutions to various clients • Management and participation in the design and implementation of dynamic IT solutions • Management of Large / Complex Projects (Management of Multi-vendor/Services, On-Shore/Off-Shore Resource Management, Critical Services, 100 – 10,000+ customers/end users, Durations ranging between 6-18 months)• Project Governance & Management (Management, Budgets, Resource Management, Project Control, Requirement Analysis and Alignment, Client/Stakeholder Relationship Building and Management, Issue and Risk Management, Scope, Requirement, and Knowledge Management, etc.)• Implementation of ITSM V3 Service Management Operations solutions (Service Desk, Incident, Problem, Change, Quality, Knowledge, Service Asset and Configuration Management)• Delivery of IT Infrastructure & Application Services process solutions

IT Project Manager responsible for managing multiple implementations, specializing in ITSM Tooling for an Insurance client.Responsible for:• Management of Large / Complex Project (Management of Multi-vendors/Services, On-Shore/Off-Shore Resource Management, Critical Services, 100 – 10,000+ customers/end users, Duration of 12 months)• Management of design, development, testing, training, and implementation of Process, Tool, Reporting, and Data streams• Alignment with established Project Management Office (PMO) Methodologies (Agile, Project Management Professional, Software Development Lifecycle (SDLC))• Project Governance (Management, Budgets, Resource Management, Project Control, Requirement Analysis and Alignment, Client/Stakeholder Relationship Building and Management, Issue and Risk Management, Scope, Requirement, and Knowledge Management, etc.)• Project Management (Planning, Executing, Testing, Implementation, Closedown, Reporting, Service Integration, Cross-Dependency Management, etc.)• Microsoft Tools (hardware and software; SharePoint, Excel, PowerPoint, Word, Project, etc.)• ITSM V3 Service Management Operations (Service Desk, Incident, Problem, Change, Quality, Knowledge, Service Asset and Configuration Management, Data Center Services, Infrastructure Services, Depot Management)

Sr. Consultant responsible for the implementation of dynamic ITSM solutions, specializing in the implementation of Service Asset & Configuration Management (SACM).Responsibilities included: • Management of design, development, testing, training, and implementation of Process, Tool, Reporting, and Data streams.• Creation, management, & implementation of project plans • Management of multi-level project resources • Management of project budget & reporting • Client-facing interactions • Contract & requirement analysis • Management & facilitation of issue & defect resolution• Assisting with the development & implementation of the SACM Global Process

Led the implementation of Incident, Problem, and Change services, as a Project Manager, during several Service Management transitions.Responsible for utilizing & implementing corporate standard, ITIL, and Industry best practices

Led the development and implementation of Incident, Problem, and Change Management processes utilizing ITIL and Industry best practices.

Led the development and implementation of quality assurance and auditing processes within an education loan origination processing environment.