TANYA TAYLOR-NORWOOD

609-***-****

pzuo2n@r.postjobfree.com

http://www.linkedin.com/in/tanyataylornorwood

INFORMATION TECHNOLOGY PROJECT CHANGE AND RELEASE MANAGEMENT

IT Professional with experience in the Fortune 500 IT industry. Broad and general IT knowledge of the following concepts: Mainframe, Midrange Platforms, Networking, Telephony, Application Concepts, and Web Technology. Maintains ability to effectively advise, intervene, influence, or bring professional or technical expertise to bear on a customer or client group, situation, or organization. Excel at providing detailed plans for release, fault, change and deployment management. Proven ability to handle multiple tasks in a timely and efficient manner. Well organized and highly motivated. Outstanding project leader; able to coordinate and direct all phases of change project while managing, motivating, and guiding teams.

AREAS OF EXPERTISE:

• Application System/Platform Migrations • Knowledge of working with large networked applications

• Change Management • Problem Resolution Management

• Client Data Integration

• Cross Functional Team Leadership

• Deployment Management • Process Methodology

• Production Support Specialist

• Release Management

• Help desk Support Management • Team and Project Leadership

TECHNICAL PROFICIENCIES

Platforms: MVS/JCL & Utilities, TSO/ISPF, UNIX

Networks: IP, LAN/WAN, VPN, TCP/IP

Software: Microsoft Office Suite: Word, PowerPoint, Project, Excel, Outlook, Microsoft Exchange, Release and Production Management ITIL, Lotus Notes, Primavera P6, Remedy

PROFESSIONAL EXPERIENCE

IBM, Hamilton Square/Piscataway/Middletown, NJ 1984-2009

Application Remediation Project Manager - Capital One account, 2009

Information gathered to complete application discovery. Took the opportunity to lead a major component of the Capital One $6M Active Directory Consolidation project. Made weekly travel arrangements to New Orleans to meet with the customer to discuss migration progress.

• Managed the creation of the migration approach to enable the application migration to Active Directory.

• Assisted with identifying and delivering an inventory list of discovered applications that use Active Directory.

• Assisted with business requirements analysis, gathering and developing a migration schedule for each application, in conjunction with application owners and business owners.

• Produced project status reports, managed and resolved day-to-day issues with emphasis on AD activities and performing the necessary quality assurance.

IT Project Manager - ID Administration - AT&T account, 2008

Project coordinated over 500+ ID requests for the ARIES and GENESIS Infrastructure Migrations, ensuring all personnel IDs were established for Day 1 processing. Managed daily and weekly project calls, ensuring assigned tasks and milestones were completed on time.

• Responsible for receiving and reviewing ID requests for completeness and performed QA reporting.

• Validate server inventory access and report access issues for resolution

• Submitted requests to IBM ADM Technical Compliance Control Resource for review and approval ensuring the proper access controls and security standards were in place.

• Updated tracking logs with approvals or denials. Developed and managed project plans for the IBM internal ARIES and GENESIS migrations.

• Communicated denials and rational to appropriate IBM ADM Delivery team members.

• Confirmed and submitted provision status and validated IP addresses for appropriate access.

TANYA TAYLOR-NORWOOD

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IT Project Manager - Estimation - AT&T account, 2006-2008

Accountable for the coordinated management of multiple estimation related projects. Project estimation turn-around expertise provided. Managed and hosted weekly release estimation meetings tracking and reporting on all estimation items.

• Project estimation for the EFMS-MIS and MS system, within four months of performing duties was recognized with a BRAVO award.

• Scheduled and worked T&C estimate reviews with representatives from System Engineering, Process Engineering, Development, and System Testing, which resulted in Tower E’s status never entering Red, obtaining Green status 4 of the 7 reporting times. Led these teams which were comprised of US and India based members.

• Coordinate the delivery of changes across numerous Process development, application design, and engineering teams through production implementation. Communicate with Executive level Clients on the overall status of estimates and resolutions to potential problems and risks.

• Prepared data to be used for risk mitigation. Teamed with department managers in weekly reviews and updates of estimates to actuals. Ensuring that 100% of estimates were accurately entered into Primary Repository for Information System Management (PRISM) tool. (Replaced the IFP Tool for PM tracking and reporting; and replaced P8 as the project document repository).

• Increased the delivery of estimates from 800 to 1500 within one year.

IT Change/Release Management-Team Lead - AT&T account, 1999-2006

Led team of 12 managing end to end quick to market application release projects to online and batch applications/ platforms within the AT&T Consumer Services group including all aspects of the normal development lifecycle (design review, integration test, system test, operations readiness testing, user acceptance testing and deployment into production) ensuring adherence to a stringent 6 step quality gate process. Assessed risks and negotiated risk mitigation. Partnered with cross-functional and international technology teams to coordinate release activities and develop plans/timelines. Managed and hosted weekly release meetings tracking and reporting on action items, milestones and risks.

• Drove year-over-year improvements in change management metrics (including outages caused by change, success rate of change, and changes backed out), consistently exceeding AT&T contract service level agreements between 2003 and 2006.

• Increased success rate of change by 25% by negotiating release milestones with various development organizations (AT&T, CSC), leading to fewer last-minute issues, escalations, and rescheduling of work.

• Ensured that all client needs were met by reviewing project plans, identifying additional stakeholders and testing requirements, and recommending adjustments.

• Served as primary interface to Delivery Project Executives and AT&T Change Governance. Completed executive read-outs reporting on upcoming changes/releases to ensure documentation was accurate for implementation.

• As Team Lead, identified team opportunities to simplify, standardize, automate, better coordinate and consolidate changes/releases. Timely and accurate entrance of change requests was met at 100%.

• Managed work plans for the Piscataway data center consolidation.

• Validated that Change and Release Management processes were being performed effectively and consistently.

• Tracked and coordinated 2 – 5 concurrent releases/changes or patches in any given day to ensure they were appropriately scheduled in the change and/or maintenance windows ensuring little to no impact to the production environment. Driving these changes using LEAN methodology - enhancing job performance

• As first point of contact for release or change related issues, tracked corrective actions of change related incidents to reduce repeated errors via managing Post Implementation reviews. Always performing the necessary quality assurance. .

• Managed ABS, ACS and Corporate Center change/release audit process.

• Project managed and coordinated large Customer Care, VoIP, and IMS integrated releases and migration releases with appropriate work plans, these work plans included cross platform applications (MVS and UNIX), as well as critical production applications.

• Teamed with the Disaster Recovery members to ensure the key Consumer applications had appropriate recovery plans and procedures.

TANYA TAYLOR-NORWOOD

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IT Production Support-Team Lead, 1987-1999 (AT&T purchased by IBM)

Managed fault and release activity and implementations, and enforced the quality gate process for production billing system running in various UNIX environments. Led team of eight on production fault issues and troubleshooting, interfaced with client and negotiated with development for issue resolution. Managed testing for Exchange migration and major platform upgrade: developed post release test scenarios, coordinated and executed post release testing activities, also evaluated production readiness.

• Provided production planning, implementation and support to key Consumer Marketing applications.

• Provided tier 2 technical support for application-related service interruptions to critical applications.

• Resolve errors as necessary using AT&T and IBM tools.

• Monitored and managed application availability for Direct Measures of Quality.

• Controlled the passwords for production ids.

• Act as a mentor, coach or technical adviser to Team members.

• First point-of-contact for major application outages and was liaison for the Project Management office providing critical feedback.

• Teamed closely with members comprised of multi-business unit entities, both internal and external to the ACS family and other Legacy applications.

• Managed and install application code supporting weekly and severity one changes, as well as code for migration release weekends. Validated completeness of installs via IP connections. LAN and Router validations performed as well.

• Developed UNIX application production schedules.

• Provide technical direction within defined areas to Team members. Teamed with the Disaster Recovery members to ensure the ICV application had appropriate recovery plans and procedures.

• Developed and created various presentations for technical and managerial staff, which included how to maintain the customer database, how to handle and record Help Desk calls, and handling priority mail issues.

Data Processing Associates II and III, 1984-1987

Managed release activity and implementations, and enforced the quality gate process.

• UNIX System Administrator duties, which included ID administration, cron setups, managed and owned root passwords.

• Teamed during the Hamilton Square Data center opening and closing.

• MVS Production Processing job/flow scheduling and processing.

• UNIX and VM Console Operator

EDUCATION & CREDENTIALS

B.A., Business Administration, STILLMAN COLLEGE, Tuscaloosa, AL

• Phi Beta Lambda, business fraternity

PMP Certification, RUTGERS UNIVERSITY, Camden, NJ

• IP System 3/Primavera P6 and Project Management certificates.

• PMP Candidate

Lean Six Sigma White Belt Certification, VECTOR INTERNATIONAL, Morristown, NJ

• Formally trained in Lean Six Sigma principles.

VOLUNTEER

• IBM MentorPlace Program - North Plainfield Middle School, 2003-2008 - MentorPlace is a volunteer program that brings IBM professionals and students together in online relationships focused on academics. Employee-volunteers are charged with providing students with academic assistance and career counseling, while letting them know that adults do care about their issues and concerns.

• Steinert High School, Hamilton, NJ - PTA and After-Prom committee Treasurer – 2008/2009-current

• PSG of Mercer County - DOL (Professional Services Group) Executive committee Co-Chair - 2010 and PSG Computer Sub-Team - 2009-current - The Professional Service Group (PSG) provides peer support, assistance and direction to return skilled professionals to the workplace in a timely manner by leveraging the tools.

As a release software releases in SR&T

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