Security Change & Transition Manager

• May 2010 - Feb 2014

IT Service Management field I was performing all existing roles in Change Management becoming the subject matter expert providing consultancy services to customers. - Responsible for end-to-end, complex, and ITIL-based Change Management processes managing firewall changes in a global secure network environment responsible for millions of dollars Financial impact, and coordinating high-security Risk involved requests. - Responsible for performance management, using Six Sigma process improvement techniques managed to stabilized the system and improved the OLA and SLA, and maintained the achieved performance level. - Responsible for managing 3rd party. I have established weekly calls to prioritize change queues, analyze and improve post-change data center-related customer failure reports. - Responsible as change management process expert in the Firewall Service Transition & Transformation Program establishing the process which is able to turnaround standard and non-standard change request right first time within an aggressive time frame. - Responsible for new joiner training, team culture, daily routine, escalations, weekly management report creation and onsite service review meeting presentations. The team I managed to double its size and was responsible for firewall Change Management and Change Consultancy at a CCNA and CCNA Security level. - For my leadership and hard work, I was selected and nominated as Best Employee of the Year in 2012.