Shana Williams Email & Phone Number

Identify and capture program level requirements for new and upgraded cyber security systems that support the customer’s mission. This work is performed as part of a SAFe implementation, with a specific focus on Epic definition and ART requirements. Work with technical and non-technical stakeholders to establish high-level solution intent, the solution.

Blacksburg, Virginia

Business AnalystWorking knowledge of ServiceNow implementations with a focus on ITSM, Catalog, Discovery, CMDB, Asset Management, Problem and Major Incident Management, and Agent Workspace.Guide customers to mature change management processes in ServiceNow aligning with ITIL framework.Experienced in requirements gathering, defining and improving business.

Manage a portfolio of projects, procurement, contracts and licensing, marketing, organizational awareness and strategy, vendor management, inside sales, and VoIP sales.Implement project processes into company structure creating process and strategy to work alongside the service desk and other customer support. Consistently manage a portfolio of projects.

Blacksburg, VA

• Service Level Specialist
• Provide full life cycle support including documentation, project management and customer relationship management
• Document, monitor and improve the quality of IT services, while ensuring business partner satisfaction
• Maintain key deliverables including communication plans, project plans and status reports
• Maintain relationships with customers and channel partners
• Providing reporting and compliance assurance of service, performance, and other metrics within the guidelines of the Service Level Agreements

• Maintain a positive influence in local communities
• Maintain relationships with influencers throughout the area of operations
• Prepare and execute company training
• Interpret and follow strict government regulations
• Maintain military, personnel, and special records
• Prepare required weekly and monthly mission reports for operations

Schofield Barracks, Hawaii

Database entry, DD214, REFRAD Orders, SRP & DCS

As, Business Management

Education record