Experience

ViacomCBS

• United States
• Entertainment
• 700 & Above Employee

• Sr. Analyst

  • May 2022 - Present



Fiserv

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• ITSM Data and Reporting Analyst

  • Jul 2019 - Dec 2021

  Competencies: ITIL 3.0 certified, problem management (proactive and reactive), incident management, ITSM data analysis, reporting and visualizations for different types of data with the technology organization, tool migrations, data mapping, continuous improvement, service requests, change management, Tableau, PowerBI, Excel Competencies: ITIL 3.0 certified, problem management (proactive and reactive), incident management, ITSM data analysis, reporting and visualizations for different types of data with the technology organization, tool migrations, data mapping, continuous improvement, service requests, change management, Tableau, PowerBI, Excel



First Data Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Enterprise Reporting

  • Jan 2017 - Jul 2019

  Utilized Excel, Remedy ITSM Smart Reporting and Tableau to perform ITSM data analysis for clients, applications, platforms and teams. • Developed and enhanced reports and visualizations for key performance indicators• Transformed the Sharepoint Potential SIP Opportunity Report to a Tableau dashboard that utilizes IR/PR information and added an additional view around PRs not being created so that we can identify CIs or teams that may have chronic or recurring issues• Created a Tableau dashboard for Time to Resolve (TTR) analysis, that included Long Running IRs, escalation minutes, and alerting methods.• Created the Platform/Application Analysis Dashboard that utilized multi-search fields and multi-value wildcard search. Worked with the global financial services group to enhance its usability.• As part of our move to Remedy ITSM in 2017, I became the Smart Reporting administrator and was responsible for identifying and recreating the most used reports. Managed 4 resources responsible for the mapping of Remedy ITSM to our ODS database ensuring data consistency and accuracy. Created report templates for incident, problem and change that were used widely by the organization.

• Service Quality - Problem Management

  • Sep 2012 - Jan 2017

  • Developed a YOY analysis to understand where we were seeing improvements and where additional opportunities existed; as a result, we saw a 21% reduction of incidents for North America IT• Our network issues were reduced by more than 55% in the 1st three months of implementation Reduction in incidents caused by change (ICBC); Saw a reduction in ICBCs by 37.5% in the 1st three months. • Proactive Problem Management dashboards were created that provided an understanding to each team as to what is trending for the last three months. Trending was based on People, Process and Technology as defined by the root cause categorization. Dashboards were produced for our senior leadership and monthly meetings were conducted with them to identify improvement opportunities that would lead to reducing repeat incidents and stabilizing the production environment.• Provided leadership within the problem management group around proactive data analysis, and chronic abends. Supported other programs within the Problem Management team like Service Improvement Plans (SIPs) and the Wellness and Stability program by managing individual SIPs, providing data/information to be used to establish baselines for SIPs, and the Wellness and Stability program.



ACS, a Xerox Company

• Director, Service Management

  • Apr 2010 - Aug 2012

  Managed the technical service delivery function within the electronic payment card services group with 25+ direct reports including a 24/7 first level technical help desk, change management, incident/crisis management, problem management and reporting. Overall, put more structure, stability and predictability around service delivery utilizing ITIL concepts that changed the way we responded to incidents, conducted change management and provided for continuous improvement by way of the problem management process.Key accomplishments:• Migrated existing eight ticketing tools into one service management tool increasing ability to accurately report metrics, decreasing duplicate tickets and ensuring that all incidents were ticketed and followed up on.• Implemented a rigorous change management process reducing emergency changes from 35% to less than 7% over a one year period by overcoming a culture of wanting to be nimble and responding to customer requests quickly versus protecting the production environment. • Increased change effectiveness to 98% for all state/federal programs with the introduction of peer and stability reviews of implementation plans• Implemented Tivoli monitoring tools by integrating disparate hardware alerts with application alerts to provide a single console where the technical analysts respond to all alerts in a consistent manner to take advantage of the correlation aspects of Tivoli• Implemented a problem management process that pushed root cause analysis completion to drive chronic problems from the production environment. Within the first three months of implementing this process two long standing issues were eliminated and working with the line of business three more were put into product roadmap and corrected with a maintenance release within 6 months.

• Director, Solutions Support Desk

  • Nov 2009 - Apr 2010



Coca-Cola Enterprises, Inc.

• Atlanta, Georgia, United States

• Sr. Mgr, ESM, Web Technologies, Quality Engineering

  • May 1989 - Nov 2007

  Led three teams of 14 technology professional with budgets of $3M-$6M engaged in various activities, including systems monitoring and management, technical application support and deployment, software quality assurance, load testing and web technologies technical administration. Oversaw a variety of projects, meeting with team members, executives, project managers and other stakeholders on project status, IT strategy and issues resolution. Coached and mentored staff members, offering career development opportunities and delivering performance appraisals. Liaised with business sponsors, gathering requirements, and providing budgets, forecasts, and timeline estimates. Served on architectural review board, functioning as subject matter expert on proposed web technologies, system management tools and quality tools, ensuring applications requested adhered to architecture blueprints and making recommendations on changes where needed. Key accomplishments: • Developed technology solution for a call center environment that generates $5B in annual sales, creating a J2EE web environment that handles orders, maintains all customer information and is integrated with service technician handhelds for prompt service and support. • Managed and quickly made significant structural improvements to coke.net environment, which is the Coca-Cola System B2B sales and marketing portal that generated $500M in annual sales; performed major upgrades that increased page views by 50%. • Managed a 54% decline in incidents within the shared intranet hosting environment, while the whole environment grew 200% keeping the number of support personnel constant • Conducted global Remedy upgrade, integrating asset, change and incident management tools and adding new processes and procedures to enable an IT asset management system for the entire company



ETA Systems

• Accountant

  • 1984 - 1989