Experienced in report design and development with tools such as MS Excel, Crystal Reports, SAP Web Intelligence, and SAP Dashboards.

• Responsible for ensuring that service management processes are adhered to by all service providers.• Responsible for ensuring all groups providing tier 1 services to the client are providing financial efficiencies.• Responsible to provide all SLA (Service Level Agreement) related reporting.

Responsible to manage the restoration of normal service operation as quickly as possible with minimum adverse impact on the Client’s business operation on a 7 X 24 basis.

Accountable for the reliable execution of processes and services to meet service level commitments.Responsible for the development and maintenance of process documentation detailing departmental standards, and procedures.Leads the Incident, Problem, and Change Management processes.

Design and implement change management procedures and controls.Chair Change Advisory Board (CAB) meetings.Oversee change management process and provide metrics.Coordinate policies and procedures with other operating units.Provide training and support to change management participants in the use of Change Management tools, process, and procedures.

• Led BTS to a reduction of 87% in the number of open Change Requests.• Design and implement change management procedures and controls.• Chair Change Advisory Board (CAB) meetings.• Oversee change management process and provide metrics.• Coordinate policies and procedures with other operating units.• Responsible for the development and maintenance of change documentation detailing departmental standards, and procedures.• Provide training and support to change management participants in the use of Change Management tools, process, and procedures.• Responsible for change management systems administration.

Provided assessments and recommendations of new technologies that were aligned with customer business needs.Led and supported a successful implementation of an Enterprise Project Management (EPM) solution; Project Server 2003.Educated Team Members, Resource Managers, and Project Managers on the correct use of the Enterprise Project Management (EPM) system.Created and maintained detailed documentation of related server and application configurations.

Responded to, evaluated, and prioritized incoming phone and email requests for technical assistance from users and support staff experiencing problems with hardware, software, networking, Web, and other computer-related technologies.

Maintained and supported corporate Internet site.Developed and implemented corporate Intranet as the primary means of employee communication for my employer.