Steven Woods
Senior Configuration Management Analyst / IT Communications Analyst at Systems Plus, Inc.- Claim this Profile
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Bio
Credentials
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Leading Projects
LinkedInSep, 2023- Nov, 2024 -
Growing Relationships as a Manager
LinkedInJul, 2023- Nov, 2024 -
Putting ITIL® into Practice: Problem Management Techniques
LinkedInJan, 2021- Nov, 2024 -
Excel With Business
US Department of Homeland Security
Experience
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Systems Plus, Inc.
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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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Senior Configuration Management Analyst / IT Communications Analyst
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Mar 2022 - Present
• Lead and facilitate Configuration and Change Management meetings for up to 150 individuals to review, discuss and approve Change Control Boards. • Perform Quality Control reviews of Change Requests in ServiceNow to ensure adherence to department and security protocols and requirements. • Provide customer service to federal and contract workers as needed to support their understanding and development in the usage of systems configurations • Perform Quality Control reviews of Change Requests in ServiceNow to ensure adherence to department and security protocols and requirements. Show less
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TMR, Inc.
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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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IT Communications Analyst
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Apr 2019 - Sep 2021
• Created, routed and distributed communications for DHS Infrastructure Change Control Board (ICCB) and the Review and Approval Committee (RAC) for changes that affect DHS HQ users and systems. • Team Lead for ICCB Communications to ensure users are informed of changes to the IT infrastructure, including outages, updates and any action required on the part of the user to complete the implementation of a change. Submit for government review and disseminate announcement message to the ICCB and RAC communities, including change suspensions, moratoriums, new processes, change processes, schedule adjustments or facility closures. • Prepared and circulated ICCB and RAC Deficiency Reports to ICCB Services and RAC Services reporting the results of change requests that appear on the RAC and ICCB meeting agendas. • Maintained and updated ICCB Communications processes, including an annual review to ensure processes are current. Show less
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AVER, LLC
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United States
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Information Technology & Services
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1 - 100 Employee
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Operations Support
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Oct 2017 - Apr 2019
• Supported the Department of Homeland Security, U.S. Citizenship and Immigration Services (USCIS), Asset Management and Provisioning Support II (AMPS II) Program; which has over 25,000 employees. • Team Lead for the Products Provisioning Group, manage (3) Contractors; provide technical direction, and assistance with team members regarding organizational workflow, administrative issues. • Analyzed and resolve problems effectively and maintain communication to customers while developing operational requirements and need assessments. • Prepared USCIS mission IT equipment procurement packages and provide insight for government client reviews; work across several stakeholder groups to develop IT equipment market research, comprehensive reports, made recommendations for equipment selections that meets UCSIC standards. • Performed fulfillment business processes efficiently to satisfy customer operational requirements. Supported IT provisioning package submissions through billing reconciliations. Examined and resolved shipment inaccuracies, delays due to incompatible information, or other discrepancies; investigate procurement documents to ensure procedural requirements instructions properly comprehended. • Ensured USCIS Office of Information Technology policy-based Standard Operating Procedures are up-to-date annually. Show less
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TMR, Inc.
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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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System Administrator II
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Apr 2014 - Oct 2017
• Team Lead: Administrative support to IT systems including: day-to-day operations, monitoring and problem resolution for all of the client problems. • Directly involved with customers and vendor in obtaining information needed to establish or change accounts which may involve updating and maintaining correspondence between the customers and vendor. • Collected data from vendor such as Advanced Shipping Notification (ASNs) and Proof of Delivery (PODs) for the equipment ordered by the customer, as well as sends out Notice of Receipt (NORs) once data is gathered. Provided support for the escalation and communication of status to agency management and internal customers while remaining involved in the resolution process. Analyzes request in SRM (Service Request Management) Remedy in addition to approving and/or rejecting orders from customers when information of purchased equipment is funded through SRM. • Supported the conversion from Remedy to ServiceNow as the workflow system for all of USCIS. Tested new releases of software, worked with developers to resolve issues. Trained end users on how to submit requests and access information. Checked the funding document for accuracy and verifies that the funding is from the current budget year. Observed work orders to confirm they meet USCIS Equipment Standards. • Offered quotes to customers on orders through First Source Vendors. • Worked to help create the standard response emails that are sent to users on a large number of procurement issues, and has been applauded by the users multiple times for keeping them updated on the status of orders and any issues. Show less
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Foot Locker
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United States
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Retail
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700 & Above Employee
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Sales Associate
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Jun 2013 - Jun 2014
Used previous inventory, business management, administrative, operational development and budgeting skills learned while at Walt Disney to ensure compliance. Increased staff productivity, retention and morale through open and honest communication, appropriate promotion and delegation of responsibilities. Improved security procedures to reduce shrink. Ensured customers had a positive experience, building long-term loyalty, repeat business and referrals. Used previous inventory, business management, administrative, operational development and budgeting skills learned while at Walt Disney to ensure compliance. Increased staff productivity, retention and morale through open and honest communication, appropriate promotion and delegation of responsibilities. Improved security procedures to reduce shrink. Ensured customers had a positive experience, building long-term loyalty, repeat business and referrals.
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TMR, Inc.
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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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Functional Analyst
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Mar 2012 - Sep 2012
• Leveraged 9+ years in proactive administrative/business support within the private sector to perform a wide array of IT functions, process improvements and document management. Rapidly understood and assimilated government rules and regulations regarding Information Technology Acquisition Review. • Coordinated with upper level management to develop and maintain procedures. Troubleshot to identify and resolve IT program issues. Garnered relevant data to lead high impact presentations to key decision makers concerning workflow, business/management improvements and increased operations effectiveness. • Analyzed information to ensure reports were accurate and complete. Assisted in reviews of targeted investments, producing clear, concise reports/documentation. Assisted in TechStats logistics. Show less
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Foot Locker
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United States
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Retail
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700 & Above Employee
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Sales Associate/Assistant Manager
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Apr 2008 - May 2012
Developed expert multi-tasking, organizational and time management skills through overseeing a high traffic retail location with 6 staff. Drove personnel in continuous improvement efforts to consistently exceed corporate goals, expectations and Key Performance Indicators. Assumed full leadership in Store Manager’s absence. Created and implemented highly successful customer retention tools. Analyzed sales data to author accurate forecasts and estimate KPIs such as inventory turns. Scheduled staff and workload based on store needs, forecasts and individual team members unique skills. Ensured the POS system was updated and ran weekly inventory test checks. Analyzed audits and identified discrepancies. Upsold and cross-sold products/services such as accessories, gift cards and service agreements. Attended product knowledge seminars, returning to the store to train staff. Worked directly with a diverse demographic of customers to resolve any questions/concerns. Show less
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Walt Disney World
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United States
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Entertainment Providers
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700 & Above Employee
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Retail Merchandising Intern
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Jun 2005 - Jan 2006
Gained “hands on” business management experience while interning at one of the global top tier leaders in the entertainment industry. Learned best practices in customer service, operational development and maintenance, employee relations and industry standards of continuous improvement. Served as a key participant in meetings with upper level management, providing feedback as staff member working directly with customers. Collaborated with other Interns in identifying and reporting on strategies to enhance daily operations. Took on a wide range of roles, including entertainment, merchandising and retail. Show less
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Education
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2002 - 2006
Elizabeth City State University
Bachelor of Science (BS), Business Administration and Management, General
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