Angela K. Wells

**** ****** ****

St. Joseph, MI 49085

316-***-****

acpri5@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Management and Project Management experience with 15+ years of enterprise-

level process design and implementation experience both in IT and the

business side, crossing various industry verticals. Certified in ITIL v3

with extensive knowledge about ITIL processes and IT Service Management.

Certified Scrum Master in Agile Development.

My goal is to enhance the relationship between IT and their internal and/or

external customers, with focus on processes. Strong customer service

background (15+ years), hands-on experience in various Service Management

tools, extensive knowledge of how to implement different IT Service

Management processes in enterprise and at the team level (8+ years).

PROFESSIONAL EXPERIENCE

ACCENTURE (2006 -2015)

Infrastructure Manager / Tools Enablement, based out of the Chicago Office

Involved in multiple projects from design through implementation,

including process design, security design and test. Have done process

training, as well as testing designs. Applications have included SAP,

ServiceNow, Maximo and multiple other. ScrumMaster Certitied as

well as ServiceNow System Administrator Certified.

Global Delivery Lead / Service Manager, based out of the Chicago

Office

Managed and supported 700+ applications including multiple modules of SAP.

CRM, BI, Finance, HR, etc. Implemented Incident, Problem, Change, Release,

Knowledge, Asset and Service Catalog. Involved in writing, training and

implementing processes.

. Managed and assisted in the implementation as well as the ongoing

design and maintenance of applications.

. Led the implementation of the Service Introduction Process across the

entire SDLC on all application changes and upgrades.

. Assisted in the design as well as led "Conference Room Pilots"

resulting in user feedback that was incorporated into the design and

ultimately trained to the global audience.

. Develop and manage operational and reporting metrics.

Led the process of implementing additional applications into the

production environment across the entire SDLC.

BSS-Service Management Lead, NA; CoE (Center of Excellence) Lead San

Antonio

Tasked with the implementation of the ITIL Framework for BPO Shared

Services; which included multiple clients in various industries. Created

the Center of Excellence (CoE) for Service Management in North America.

Managed 9 Service Managers with a total of 12 clients. Created and

implemented a global Problem Management process including processes,

notifications and reporting. Involved in an Operational Excellence project

to create process improvements for an Accenture Diamond Client. Mobilized

a large Oil & Gas Company configuring and implementing SAP.

Director, Outsourcing Account Delivery Management (Wichita, Kansas Office)

Point of contact for multiple client and Accenture service delivery teams,

as the main escalation point. Part of the project team for implementing

the Service Desk and Remedy tool for Middle Market BPO. Assisted in cross

service line issue resolution. Oversight and execution of governance

processes including issue management, escalation, change orders, standing

meetings, SLA tracking and reporting. Oversight for change order activity

and internal process improvements. Ensured cross service line processes

are adhered to, including controls.

Senior Business Analyst (a requested consultant Wichita, Kansas Office)

Responsible for developing and analyzing business processes. Assist with

closing client books timely, preparing and analyzing reconciliations,

financial statements and schedules and answering P&L questions from the

client and/or internal team members.

Industry Expertise in:

. Manufacturing

. Pharmaceutical

. Resources

. Utilities

. Hospitality

. Real Estate Management

Functional Expertise in:

. IT Service Management

. Incident/Problem Management

. Change/Release Management

. Project Management

. Process planning and development

. IT Operational Service Introduction

. IT Transformation

. Certified ITIL v3

Additional:

. Certified Executive Interviewer for Accenture Recruiting

. Coach for the Accenture Apprenticeship Program

. Accenture Expert Certified in Service Management

Multiple IT and Accounting Roles in Hospitality (1997-2006)

IT and Accounting in Real Estate and Development (1987-1997)

EDUCATION

UNIVERSITY OF PHOENIX

Hours toward Master of Information Technology

WICHITA STATE UNIVERSITY

B.S. in Business Administration with a Minor in Accounting and a Minor in

Management; extra hours in Human Resources.

BUTLER COUNTY COLLEGE

Associates Degree in General Studies.

REFERENCES

Jane Ryan - ServiceNow 414-***-****

Debra Moore - Chief Risk Officer SWBC 210-***-****

Greg Gehrer - President, Wichita Electric 316-***-****

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