Experience

Inserso Corporation

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Quality Assurance Specialist

  • Jan 2020 - Present

  Provides Quality Assurance support for several functional areas including IT Service Desk, Active Directory and Exchange, Network Operations Center and the Program Management Office among others. Monitor, evaluate/report incident reports, telephone calls, and customer satisfaction based on available data. As part of a continuous process improvement role, play a critical role in reporting deviations, tracking and reporting error trends, and monitor the results of training and other… Show more Provides Quality Assurance support for several functional areas including IT Service Desk, Active Directory and Exchange, Network Operations Center and the Program Management Office among others. Monitor, evaluate/report incident reports, telephone calls, and customer satisfaction based on available data. As part of a continuous process improvement role, play a critical role in reporting deviations, tracking and reporting error trends, and monitor the results of training and other corrective measures.

• Change Management Specialist

  • Jul 2019 - Present

  Prepare Change Requests and related documentation for presentation to the Change Control Board. Facilitate Change Control Board meetings for Board members, stakeholders and change submitters. Perform QA on Change Requests once entered into the Service Now system Prepare reports for Change Request metrics for presentation to management. Provide training and support for users to enter change requests into the Snow Service Catalog.



Phacil (a By Light Company)

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Change Management Specialist

  • May 2018 - Jul 2019

  Prepare Change Requests and related documentation for presentation to the Change Control Board. Facilitate Change Control Board meetings for Board members, stakeholders and change submitters. Perform QA on Change Requests once entered into the Service Now system Prepare reports for Change Request metrics for presentation to management. Provide training and support for users to enter change requests into the Snow Service Catalog. Prepare Change Requests and related documentation for presentation to the Change Control Board. Facilitate Change Control Board meetings for Board members, stakeholders and change submitters. Perform QA on Change Requests once entered into the Service Now system Prepare reports for Change Request metrics for presentation to management. Provide training and support for users to enter change requests into the Snow Service Catalog.



Harman Connected Services

• Phoenix, Arizona Area

• Identity and Access/ Production Control

  • Aug 2015 - Aug 2017

  Provisioned accounts for all team members needing access to corporate systems using Active Directory, Exchange, Office365. Managed group policy for operating systems, applications, UNIX/Linux. Configured client facing application access for external clients. Provided troubleshooting for any access issues. Audited accounts on Active Directory for compliance. Led effort to author and maintain documentation to enable training of offshore team. Provisioned accounts for all team members needing access to corporate systems using Active Directory, Exchange, Office365. Managed group policy for operating systems, applications, UNIX/Linux. Configured client facing application access for external clients. Provided troubleshooting for any access issues. Audited accounts on Active Directory for compliance. Led effort to author and maintain documentation to enable training of offshore team.



Acxiom/Wolters Kluwer

• Phoenix, AZ

• Production Control Analyst

  • Nov 1998 - Jun 2015

  Set up, monitored and scheduled processes for multi platform environment, including Mainframe OS/390, Unix, and Autosys. Provided problem resolution or escalation for major production issues - job abends, reruns, system failures. Documented, supported, and facilitated meetings for the Change Control Process using various ticketing packages, including Summus, Infoman, Remedy, and Unicenter Service Desk. Set up, monitored and scheduled processes for multi platform environment, including Mainframe OS/390, Unix, and Autosys. Provided problem resolution or escalation for major production issues - job abends, reruns, system failures. Documented, supported, and facilitated meetings for the Change Control Process using various ticketing packages, including Summus, Infoman, Remedy, and Unicenter Service Desk.