Doreen Mannion
Fellow at Society for Technical Communication- Claim this Profile
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Topline Score
Bio
Marc Steining
Doreen has a passion for ITIL and ISO 20000. She was a key member in developing and enhancing ITSM policies and procedures. Additionally, she has a knack for extracting customer feedback and converting it into requirements.
Stephen Raia
Doreen has a way with words. She demonstrates this by translating customer feedback into requirements and user stories and by writing policies, procedures, and how-to guides that are clear, concise, and effective. She has been instrumental in elevating our communications, compliance, and customer engagement on multiple occasions.
Joe Alvarez
Doreen is a wealth of information. She is so passionate that she enjoys such things like ISO 20000. She lives on
Marc Steining
Doreen has a passion for ITIL and ISO 20000. She was a key member in developing and enhancing ITSM policies and procedures. Additionally, she has a knack for extracting customer feedback and converting it into requirements.
Stephen Raia
Doreen has a way with words. She demonstrates this by translating customer feedback into requirements and user stories and by writing policies, procedures, and how-to guides that are clear, concise, and effective. She has been instrumental in elevating our communications, compliance, and customer engagement on multiple occasions.
Joe Alvarez
Doreen is a wealth of information. She is so passionate that she enjoys such things like ISO 20000. She lives on
Marc Steining
Doreen has a passion for ITIL and ISO 20000. She was a key member in developing and enhancing ITSM policies and procedures. Additionally, she has a knack for extracting customer feedback and converting it into requirements.
Stephen Raia
Doreen has a way with words. She demonstrates this by translating customer feedback into requirements and user stories and by writing policies, procedures, and how-to guides that are clear, concise, and effective. She has been instrumental in elevating our communications, compliance, and customer engagement on multiple occasions.
Joe Alvarez
Doreen is a wealth of information. She is so passionate that she enjoys such things like ISO 20000. She lives on
Marc Steining
Doreen has a passion for ITIL and ISO 20000. She was a key member in developing and enhancing ITSM policies and procedures. Additionally, she has a knack for extracting customer feedback and converting it into requirements.
Stephen Raia
Doreen has a way with words. She demonstrates this by translating customer feedback into requirements and user stories and by writing policies, procedures, and how-to guides that are clear, concise, and effective. She has been instrumental in elevating our communications, compliance, and customer engagement on multiple occasions.
Joe Alvarez
Doreen is a wealth of information. She is so passionate that she enjoys such things like ISO 20000. She lives on
Credentials
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Enterprise Design Thinking Practitioner
IBMJan, 2021- Nov, 2024 -
ITIL Foundation Level v4 (100%)
AXELOS Global Best PracticeNov, 2019- Nov, 2024 -
Scrum Master Certified (SMC)
Scrum Alliance
Experience
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Society for Technical Communication
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Non-profit Organizations
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1 - 100 Employee
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Fellow
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May 2002 - Present
Elected to the highest honor awarded in the society. "For excellence as a manager, writer, and mentor in technical communication, quality, and technology management; and for long-standing support at all levels of the Society." Elected to the highest honor awarded in the society. "For excellence as a manager, writer, and mentor in technical communication, quality, and technology management; and for long-standing support at all levels of the Society."
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Constellation
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United States
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Utilities
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700 & Above Employee
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ITSM Specialist
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Jan 2023 - Jun 2023
Maintained the governance, policies, and direction of ITSM Knowledge Management core functions in ServiceNow. Maintained the governance, policies, and direction of ITSM Knowledge Management core functions in ServiceNow.
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Ambient Consulting
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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ITSM Change Agent
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Jan 2022 - Jan 2023
Responsible for onboarding acquired entities into ServiceNow. Worked with entities to collect and verify data such as locations, groups, group members, on-call schedules, and services. Ensured this data was in ServiceNow either manually or through a bulk upload service request. Performed organizational change management tasks. Responsible for onboarding acquired entities into ServiceNow. Worked with entities to collect and verify data such as locations, groups, group members, on-call schedules, and services. Ensured this data was in ServiceNow either manually or through a bulk upload service request. Performed organizational change management tasks.
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T-Rex Solutions, LLC
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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IT Process Analyst
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Jun 2019 - Nov 2021
• Leader for successful corporate ISO 20000 effort. • Documentation and stand up of ITSM processes, including incident, problem, service request, knowledge, and service asset and configuration management. Auditing of security documents against ISO 27001 and CMMC. • Co-leader on project to move from Spiceworks to Cherwell. Led User Acceptance Testing (UAT) on project. • Developed department-level Continuity Plan template. Collaborated with People Operations and Finance to write their Business Continuity Plans. • Wrote epics, stories, and tasks after requirements elicitation, documentation, and confirmation. • Conducted UAT on SharePoint projects. Show less
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Allegis Group
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United States
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Staffing and Recruiting
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700 & Above Employee
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Process Analyst
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Sep 2015 - Apr 2019
• Defined, developed, documented, implemented, and improved ITSM processes. • Led the export/import of knowledge articles from CA Service Desk to ServiceNow. • Developed and presented training to Subject Matter Experts (SMEs) and other content developers in ServiceNow. • Performed administrative tasks in ServiceNow based on documented Service Level Agreements (SLAs), including adding users, creating groups, and creating new knowledge bases. • Wrote, edited, and published both end-user facing and service desk only knowledge articles in ServiceNow. • Coordinated interfaces between knowledge management and other process areas, including incident, change, problem, and event management. Show less
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Government Contractor.
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College Park, MD
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Quality Control Manager (NARA NITTSS Contract)
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Jul 2014 - Aug 2015
• Responsible for QC on products and processes on a Service Desk and Operations and Maintenance contract with strict SLAs in the QASP. • Created, tracked, and closed corrective actions, preventive actions, and process improvements. • Mentored team members on processes and procedures. • Wrote the QC Plan, Risk Management Plan, SLA Management Plan, Program Management Plan, and Service Catalog. • Responsible for QC on products and processes on a Service Desk and Operations and Maintenance contract with strict SLAs in the QASP. • Created, tracked, and closed corrective actions, preventive actions, and process improvements. • Mentored team members on processes and procedures. • Wrote the QC Plan, Risk Management Plan, SLA Management Plan, Program Management Plan, and Service Catalog.
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DM Consulting
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Washington D.C. Metro Area
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Process Improvement Consultant
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Mar 2013 - Jun 2014
Helped organizations of all sizes achieve operational goals and objectives through the application of sensible processes and measurements. Assisted small business in effort toward CMMI Level 2 reassessment. Participated on health-related business successful SCAMPI A appraisal team. Helped organizations of all sizes achieve operational goals and objectives through the application of sensible processes and measurements. Assisted small business in effort toward CMMI Level 2 reassessment. Participated on health-related business successful SCAMPI A appraisal team.
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General Dynamics Information Technology
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IT Services and IT Consulting
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700 & Above Employee
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QA Manager (Dept of Ed Contract)
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Jul 2011 - Feb 2013
Starting at Vangent, helped the project team ensure compliance with SLAs on an Operations and Call Center contract at the Department of Education, Federal Student Aid office. Mentored project teams in CMMI and corporate SDLC methodology. Reviewed test plans, test cases, test results. Performed governance activities on program, including conducting audits, recording and tracking CARs, and soliciting and implementing process improvements. Starting at Vangent, helped the project team ensure compliance with SLAs on an Operations and Call Center contract at the Department of Education, Federal Student Aid office. Mentored project teams in CMMI and corporate SDLC methodology. Reviewed test plans, test cases, test results. Performed governance activities on program, including conducting audits, recording and tracking CARs, and soliciting and implementing process improvements.
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Capstone Corporation
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United States
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Defense & Space
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100 - 200 Employee
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QC Manager (NARA NITTSS contract)
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Jan 2009 - Jul 2011
Key personnel responsible for all QC/QA for IT O&M efforts, including Service Desk, SLAs, Engineering, Networking, Security, Telecom, Asset Management, Change Management, Risk Management, and Deliverable Reviews (over 250 unique documents per year). Conducted site visits of Presidential Libraries and Regional Records Centers. • ~ 100 employees • 41 locations across USA / 5000 users • $14M annual budget • Provided senior staff stability during 40% turnover in staff every 6 months Show less
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Adjunct Faculty
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Feb 2005 - Sep 2009
Led MIS courses for returning adult learners Led MIS courses for returning adult learners
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Education
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1999 - 2002
University of Maryland Global Campus
MS, Technology Management
Community
