Experience

Serta Simmons Bedding, LLC

• United States
• Manufacturing
• 700 & Above Employee

• Senior ITSM Analyst

  • Sep 2022 - Oct 2023

  Manage all ITSM processes and procedures. Provide production support. Responsible for all ITSM practices including Change Management, Incident Management, Problem Management, Configuration Management and Knowledge Management. Develop and produce reporting dashboards for Senior Leadership using PowerBI. Provide monthly, yearly, adhoc and trending metrics. Facilitated Daily IT Operations, Major Incident, Change Advisor Board (CAB), Problem Management meetings. Perform Post Implementation… Show more Manage all ITSM processes and procedures. Provide production support. Responsible for all ITSM practices including Change Management, Incident Management, Problem Management, Configuration Management and Knowledge Management. Develop and produce reporting dashboards for Senior Leadership using PowerBI. Provide monthly, yearly, adhoc and trending metrics. Facilitated Daily IT Operations, Major Incident, Change Advisor Board (CAB), Problem Management meetings. Perform Post Implementation Review (PIR). Documented meeting minutes. Collaborate with Business Partners on requested ServiceNow enhancements including creation of stories, testing and production implementation. Show less



Fidelity Investments

• United States
• Financial Services
• 700 & Above Employee

• Senior Business Analyst

  • Sep 2019 - Jun 2020

  Westlake, TX Provide production support of the CTG Oracle application environments. Provide 24/7 365 on-call support for any tier 2 incidents impacting production environments. Collaborate with business partners and the Oracle development team to implement changes in production. This includes pre-installation and post-validation of monthly implementations of Oracle. Managed of the ServiceNow incident and service request queues for CTG Production Support Services. Perform adhoc reporting for ServiceNow… Show more Provide production support of the CTG Oracle application environments. Provide 24/7 365 on-call support for any tier 2 incidents impacting production environments. Collaborate with business partners and the Oracle development team to implement changes in production. This includes pre-installation and post-validation of monthly implementations of Oracle. Managed of the ServiceNow incident and service request queues for CTG Production Support Services. Perform adhoc reporting for ServiceNow modules.

• Senior ITSM Analyst

  • Jun 2007 - Sep 2019

  Westlake, Texas Extensive experience in ITSM practices. Provided governance and oversight to Fidelity’s Change Management Practice. SME for ServiceNow Change Management. Worked within the Problem Management, Incident Management and Configuration Management modules in ServiceNow. Provided Business Analyst skills to a variety of initiatives with a specific focus of bringing Service Support and Service Delivery components of one organization into the ITIL framework. Functioned as a key contributor in… Show more Extensive experience in ITSM practices. Provided governance and oversight to Fidelity’s Change Management Practice. SME for ServiceNow Change Management. Worked within the Problem Management, Incident Management and Configuration Management modules in ServiceNow. Provided Business Analyst skills to a variety of initiatives with a specific focus of bringing Service Support and Service Delivery components of one organization into the ITIL framework. Functioned as a key contributor in Fidelity’s organization initiative to earn ISO 20000 certification in Service Management.

• Technical Support Specialist

  • Jun 2006 - Jun 2007

  Irving, TX Providing technical support services for Fidelity Investment employees for Enterprise software applications, functional and pc hardware issues, network connectivity problems, remote access support and home network configuration/setup support. Proficient with support tools such as Service Center, Support Soft, Console One, as well as other support utilities.



Southwest Airlines

• Airlines and Aviation
• 700 & Above Employee

• Technology Business Analyst

  • Apr 2003 - May 2006

  Dallas, Texas, United States Establish and maintain strong relationships with customers and manage communication channels between different business units and internal development and baseline support teams. Perform detailed analysis on the business needs, evaluating existing business processes and procedures and identify potential improvement opportunities. Partner with business units in the defining and gathering of explicit, detailed, comprehensive business requirements. Research and evaluate potential innovative… Show more Establish and maintain strong relationships with customers and manage communication channels between different business units and internal development and baseline support teams. Perform detailed analysis on the business needs, evaluating existing business processes and procedures and identify potential improvement opportunities. Partner with business units in the defining and gathering of explicit, detailed, comprehensive business requirements. Research and evaluate potential innovative, cost-effective solutions for streamlining operations while increasing productivity and provide these recommendations to management. Mitigate potential future impact to the business by providing ongoing management disciplines of the evolving business requirements.

• Technology Developer

  • Mar 2001 - Apr 2003

  Dallas, TX Plan and successfully accomplish a large scale, multiple platforms, departmental deployment of the Rational Enterprise Suite of tools necessary to support new defect management, configuration management and requirements management processes. Provide baseline support services for Enterprise business applications. Create and document reusable internal support procedures for troubleshooting efforts. Research, resolve and implement source code changes required for any defects or customer… Show more Plan and successfully accomplish a large scale, multiple platforms, departmental deployment of the Rational Enterprise Suite of tools necessary to support new defect management, configuration management and requirements management processes. Provide baseline support services for Enterprise business applications. Create and document reusable internal support procedures for troubleshooting efforts. Research, resolve and implement source code changes required for any defects or customer enhancement requests on supported Visual Basic applications. Coordinate and manage team application deployments.