Denise Ferger-Felice

Incident Problem Change Manager at Excellus Blue Cross Blue Shield
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Contact Information
us****@****om
(386) 825-5501
Location
Rochester, New York Metropolitan Area

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Bio

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Credentials

  • DevOps Foundations
    LinkedIn
    Nov, 2020
    - Oct, 2024
  • DevOps Foundations: Incident Management
    LinkedIn
    Nov, 2020
    - Oct, 2024
  • ITIL V4 Foundations
    PeopleCert
    Nov, 2020
    - Oct, 2024
  • Gaining Skills with LinkedIn Learning
    LinkedIn
    Oct, 2020
    - Oct, 2024

Experience

  • Excellus Blue Cross Blue Shield
    • United States
    • Human Resources Services
    • 1 - 100 Employee
    • Incident Problem Change Manager
      • Jul 2017 - Present
  • Eastman Kodak Company
    • Manufacturing
    • 700 & Above Employee
    • IT Services Manager
      • 2011 - May 2017

      Responsible for the management, operations and support of critical IT infrastructure services and applications which include RSA Authentication Manager, Aventail SSL Client VPN, DNS/DHCP services, SMTP Mail and management of global firewall approval and change process. In addition, extensive project management experience including all phases of transitioning infrastructure services guided by ITIL best practices. Other responsibilities include supplier engagement for contract renewals and RFPs, Incident, Problem and Change management, as well as, resolving high visibility operational issues and leading root cause analysis activities. Provided meticulous management of Kodak’s domain portfolio regularly interfacing with Legal, Marketing and Finance departments to ensure Kodak’s online brand presence. Team player who is happy to share all that I know. Show less

    • Technical Services Team Lead
      • 2002 - 2010

      Responsible for operational oversight and support of Remote Access services including Incident, Problem and Change management. Provided operational support for corporate remote access service (SonicWall Aventail VPN). Resolved system issues and user access issues escalated by the HelpDesk. Created and published procedural and instructional documents. Assisted with rule and policy configuration, OS patching, DR documentation and metrics reporting. Responsible for RSA Authentication Manager administration supporting global administrators in account provisioning and SecurID tokens. Developed procedural and instructional documentation. Provided training to HelpDesk personnel and administrators on provisioning and troubleshooting. Resolved escalated authentication issues. Show less

Education

  • State University of New York College at Buffalo
    Bachelor's degree, Information Technology
    1980 - 1984

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