Change Manager Resume

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Change Manager

Responsibilities:

Manages and coordinates all activities necessary to control, track and audit Changes in the environment.
Supports internal improvement projects to implement new technology and process improvement, ensuring compatibility and integration with other processes.
Ensures Change status, progress and issues are communicated to the appropriate groups.
Audits and manages the process lifecycle and reports to upper management
Schedule Urgent CAB/XCAB meeting when necessary
Responsible to review Change Schedule (CS) for conflicts
Chairs the CAB
Collaborate with Problem and Incident Management on Change Related Incidents. Participate in root cause analysis.
Identify, track and report unauthorized changes and conduct mandatory meetings to vet out root cause and future preventative action plans.

Confidential

Incident Manager

Responsibilities:

Ensure incidents are escalated and facilitated to enable efficient and timely service restorations
Communicate with all levels of management regarding Priority 1 and Priority 2 incidents
Support rotating on - call support for Priority 1/2 (24x7)
Perform initial Priority assessments and mediate Priority assessment disputes.
Facilitate the restoration of service. Facilitate discussions and identify resulting action items.
Ensure the correct technical staff is working on an incident
Escalate issues during the issue resolution
Facilitate and support lessons learned reviews
Assist with enhancements of incident process documentation & incident reports
Assist in measuring and improving, information and experience within incident management
Ensure strong, clear and effective communication across all release stakeholders
Ensure standards, tools and best practices are implemented
Educate community about Incident Management services
Completes ad-hoc and ongoing projects on an as-needed basis
Knowledgeable in the functionality of the application ServiceNow.
Ally Business Units and the significance of each entity.

Confidential

Incident Manager

Responsibilities:

Provide Enterprise Command Center and Hosting Incident Management Center support for the IT infrastructure of General Motors Data Centers worldwide.
Coordinate and assist technical teams in Incident Management with the objective of restoring production service while reducing incident and impact notifications.
Produce assessment reports and timelines summarizing business impact, staffing, and economic data for review by GM and Confidential executives, managers, clients, and cross suppliers.
Work within the Enterprise Command Center and Global Service Assurance Center monitoring servers and applications that directly impact General Motors daily business and development.
Evaluate training implementation to develop new programs and/or improve existing duties.
Facilitate morning and afternoon incident conference review calls.

Confidential

Incident Manager

Responsibilities:

Provided Incident and Escalation management for Global regions of the GM account.
Responsible for verifying the proper management and IT representatives are engaged to resolve incidents.
Ensured Service Level Agreements (SLA) and goals were met.
Created step by step processes and trained help desk personnel.

Confidential

Service Level Manager

Responsibilities:

Ensured a clear representation of critical customer metrics were presented to Operational Excellent (OE) leadership within GM GSC36B division.
Liaison between the account and OE organization for Service Level Account reporting/metrics.
Monitored Service Level Agreements (SLA) for penalties.
Reported key performance issues and early warning processes to upper management.

Confidential, Farmington Hills, MI

Shift supervisor

Responsibilities: