Management Customer Service

Rena Stafford

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

Waterloo, ON N2K 3B8

647-***-**** ************@*****.***

SUMMARY PROFILE

Versatile Senior Process / Change Analyst with wide-ranging experiences,

notably in dynamic IT sectors. Expert at leading technical teams through

all project phases, from initial planning, analysis, design and

development, through testing, deployment and ongoing support. Building

process flows and identifying opportunities for improvement. Highly

organized, self-motivated with results-driven orientation. A proven leader

with superior verbal and written communication skills and a "can do"

attitude. Extensive experience partnering with business users, driving

successful software project implementations.

Creative thinking and analytical Strong presentation / facilitation skills

skills

Building process flows Research orientation

All aspects of the software Change / release / incident / problem

development life cycle management

TECHNICAL / PROFESSIONAL EXPERTISE

. ITIL Foundation V3 certified

. COBIT course

. Six Sigma Yellow Belt

. Customer Service training, Unisys Canada

. Microsoft 5047A -Introduction to Installing and Managing Microsoft

Exchange Server 2007 course

. Cisco CSE Certification

. CAPM (expected to be completed by August, 2013)

. Crystal Reports

. Oracle / SQL

. Needs assessment, strong technical background leveraging technical and

business

PROFESSIONAL EXPERIENCE

BLACKBERRY, Waterloo, ON 2008 - 2013

Formerly Research In Motion

IT Business / Change Analyst 2009 - 2013

. Participated ERP (SAP) Implementation Project. Accountabilities include:

> Critically evaluated information gathered from multiple sources,

reconciled conflicts, decomposed high-level information into

details, abstracted up from low-level information to a general

understanding, and distinguishing user requests from the underlying

true needs.

> Optimized priorities and contributed to the identification of

alternative recommendations for business unit managers and project

leads.

> Developed requirements specifications according to standard

templates ((in alignment with PMO methodologies).

> Proactively communicated and collaborated with the stakeholders,

Business Units, senior management team as well as technical teams

to design and implement Change Management processes in alignment of

the organizational climate change.

> Worked with teams/departments to develop Change Management Metrics,

identified both technical and business risks associated with each

action in different environments (Production/QA/Pre-Prod). Ensured

organizational readiness for change, helped to accelerate user

awareness, user adoption and project ROI.

> Acted as the liaison between the business and the corporate support

teams (i.e., Change Management and Training).

Rena Stafford Page Two

BLACKBERRY (Continued)

> Continually assessed new solutions / workarounds and evaluated

processes to ensure the solutions meet upper management

expectations.

. Performed Risk Assessments and business requirements validation.

. Worked closely with Incident Management as well as Problem Management for

incidents and problems root cause assessment.

. Created and distributed Change Management reports and analysis for senior

management and technical support groups, answering potential questions or

queries.

. Hosted weekly and adhoc meetings to present upcoming activities and

plans. Conducted presentations to senior management team, technical teams

and stakeholders to introduce process/procedure changes.

. Enhanced existing change management processes, delivering improvements

aligned with ITIL Framework best practices, incorporating feedback and

recommendations from stakeholders and increasing operational efficiency

by centralizing change repository and processes among multiple

stakeholders.

. Developed change management plans to help employees throughout the entire

change process from understanding the benefits of the change to willing

to support. Created a feedback loop to business leaders and identify

points of resistance; Diagnosed gaps in communications and training and

implemented corrective action.

. Managed change activities through life cycle by analyzing Post

Implementation Reviews (PIR) and identifying areas of improvement for

future implementations.

. Developed and maintained good working relationships with Business

Relationship Managers and key service delivery owners. Needs assessment,

communicated with business partners, stakeholders and key users

throughout all phases of projects in order to lead to succeed, and to

identify the areas for continues improvement.

. Liaised with Project Managers, requestors, users, management team and

operational teams by progressing requests, checking status and chasing

information throughout the Change Lifecycle, ensuring all requests and

activities were correctly documented and carried out as planned, and

keeping all parties involved.

. Received awards from BlackBerry (RIM) for Forward Thinking and Commitment

Service Desk Technical Analyst 2008 - 2009

. Administrated SAP, RAS, AD, Exchange, JIRA, BES and supported desktops,

laptops, printers, and scanners for 15K+ employees in different regions,

mitigating lost down time.

. Provided telephone technical support to the end users and partners,

meeting Service Level Agreement (SLAs) and Key Performance Indicators

(KPIs).

. Handled problem identification and troubleshooting, thinking outside of

the box with creative solutions which were adopted company wide.

UNIVERSAL ENERGY CORP, Toronto, ON 2007 - 2008

Sr. System Analyst / Exchange & Storage/Backup Specialist

. Administrated Active Directory / Exchange server, seamlessly migrating

Exchange 2003 to Exchange 2007, finding efficiencies in scheduling, and

mitigating risk of down time.

. Implemented HP StoreEver MSL Tape Libraries Storage/Backup solution.

Designed and implemented backup strategies to meet the unique business

needs.

. Developed script and implemented highly automated access control into

network Group Policy.

. Built and implemented IT infrastructure for virtual network environment,

greatly reducing IT management costs.

. Oversaw firewall administration, web filtering, monitoring and reporting,

granting special access to IP, WEB and ports, tailoring to specific

business needs.

. Collaborated with various vendors to assess and implement multiple web-

based applications, lowering IT operation costs and increasing

efficiency.

. Worked with SQL / Oracle database developers, administered and deployed

database servers, respecting unique business challenges.

Rena Stafford Page Three

TORONTO HYDRO, Toronto, ON 2005 - 2007

IT Support Analyst

. Supported desktops, laptops, printers, scanners, VPN and BlackBerry,

meeting SLAs and contributing to workplace efficiencies.

. Built, analyzed and managed system images (Windows 2000, XP, 2003, Vista,

etc.), troubleshooting and minimizing loss in production.

. Managed Security Patches to operating systems, applications and software

support, ensuring a more secure and up to date Infrastructure.

. Built reports analyzing availability, response times and service levels

by using Crystal Reports and Remedy, meeting KPIs and SLAs.

. Found creative innovative solutions in problem identification and

troubleshooting, saving time, money, and down time.

EDUCATION and PROFESSIONAL DEVELOPMENT

BS, Automation (Electric Power), North China Electric Power University

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