Manager Management

Terence Adrian Porter

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

Eden Prairie, MN 55347 612-***-****

* *********

The main goal of Change Management is for all the changes that need to

be made to IT infrastructure, applications and services to be performed

and implemented correctly by ensuring standard procedures are followed.

Change Management must work to ensure that changes are justified, are

carried out without jeopardizing. Are properly recorded, classified and

documented, Have been carefully tested in a test environment. Are

recorded in the CMDB and can be undone by running back-out plans if the

system functions incorrectly after implementation.

Experience:

IBM - Incident/Problem Manager - Jazz - Problem, Incident and Change

Management 09/14/2009 - Present

. Facilitated, the Change Management Process and System Integration, and

initiates, facilitates and provide statuses to the Change Advisory Board.

. Complies with Customer existing Change Advisory Board and Processes and

Procedures and integrate into IBM Business and Customer process.

. Monitors the quality of the change management process and intervene to

correct and improve it as needed

. Established, the format of the periodic change management reports and

provide the report for all IBM Business core services

. Communicates changes using the agreed to change management processes

. Participated in Change Advisory Board meetings and engaged in the

approval processes

. Supported the Account Team in all problem escalations/notifications

associated with scheduled network scheduled maintenance and planned outages

. For all open Incidents in which responsible, as the Incident/Problem

Manager I updated and kept both copies of the Incident work log and updated

at regular intervals as defined in the Operations and Procedures Manual

. Assumed end-to-end ownership of critically assigned incidents through

resolution

. Coordinated with the technical experts fault resolution efforts between

necessary parties (e.g., on-site technicians, third party vendors, external

telecom service providers)

. Facilitated direct escalation on behalf of the customer to the applicable

SM experts for fault resolution

. Opened managed and participated in conference bridges for critical and

high priority faults. Opened and managed other conference bridges, as

required

. Assigned incidents related to the services to the appropriate managed

third party or other third party vendors as necessary

. Concisely, recorded the details of the assigned critical incidents as

described in the ITIL Operations and Procedures Manual.

. Participated in SAS 70 audit review of requested Changes and

Incidents.

Sapphire Technologies Accenture Best-Buy Minneapolis, MN 09/17/2007-

10/15/2008

Project Transitions /Knowledge Management Engineer

. Tasked to gather project requirements, deployment/roll out schedules

and dates, installation procedures, pilot roll out(s) and review(s),

created and published FAQ's.

. Identified new projects, developed and communicated processes and

procedures.

. Served as the (SME) subject matter expert in Knowledge Management.

. Interface with stakeholder representatives to define governance

policy, processes, procedures pursuant to emerging requirements for a

joint enterprise portal solution-employing group facilitation and

consensus building skills.

. Maintained knowledge portal, databases and documents that provide

information to technical staff and end-users.

. SharePoint, used to manage various projects throughout the enterprise.

Used for team testing and updates. This tool was used to serve as a

central location for project management.

Change Management (Contract) Minneapolis, MN

. Responsible for the support of the roll out of the new HP Open View

Service Center (6.2) Tool for Change Management from Peregrine Service

Center.

. Gathered and provided metrics for departmental reporting. Responsible

for development testing for new releases. Approved RFCs in the CAB and

TRB meetings.

. Managed the day-to-day review and ITIL approval process for change

management

. Responsible for submitting and testing enhancements to our Production

Application HP Open View Service Center in the test environment.

. Managed approvals for implementation in integration and production.

Reviewed for completeness. Consulted with change creators if more

actions were required for completeness.

. Structured by ITIL concepts and procedures and driven methodology.

. Managed the Change Request mailbox and queue. Requested clarification

and additional info if needed when changes were reviewed and needed

more clarification.

. Developed and implemented the ITIL Post Implementation Review for any

changes that completed with issues, backed out or backed out with

issues.

. Reviewed all changes to the computing production environment. Ensured

that they did not impact the expected availability of services

provided to customers, both internal and external.

. Served as an advocate and subject matter expert on the Change

Management and Release Processes within established governance

principals, best practice standards and the ITIL Framework.

. Worked directly with Infrastructure/application teams to coordinate

any systems changes that were required.

. Scheduled and managed activities in the test, integration and

production environments.

. Checked all changes scheduled for deployment within the release to

make sure that that they were successfully tested before moving to

production, making sure all documentation for Testing, Installation

and Backout Plans are compliant.

. Made sure all Configuration items within the change did not have an

upstream or downstream affect on any changes that were being deployed

at the same time during a release.

. Made sure that all Configuration items that needed to be listed in the

application and infrastructure changes were resident before any minor

and major releases.

GMAC - RFC (Perm) Eden Prairie, MN

01/18/2006-09/17/2007

Change Manager/Release Management - Incident Manager On/Call

. Aligned ITIL Change Management Policies, Processes and Procedures.

. Acted as the SME for Change, Incident, Problem and Release Management

within the ITIL framework.

. Introduced the position of ITIL Change Manager a dedicated major

responsibility to govern the newly introduced processes and procedures.

. Developed ITIL Processes and Procedures for the Change Advisory Board

and the Technical Review Board.

. Developed key activities from the ITIL Framework for, accepting

changes, prioritize and RFC classification, change impact assessment,

coordination and approval of changes.

. Process IT requests for change (RFC) through the Change Management

lifecycle including steps leading to change approval and post-

implementation review and closure.

. Assess changes to identify cross-impacts to other internal IT systems

and the infrastructure.

. Coordinate and facilitate formal meetings with representatives from

across the IT organization to evaluate changes and change results.

. Implemented ITIL critical success factors. Controlling changes, making

quick and accurate changes based on business priorities and protecting

services when making changes.

. Manage business critical changes that need to be implemented with

minimal notice.

. Chair, facilitate and support change management review meetings, change

advisory and technical review board meetings and activities.

. Coordinate the design, development, testing and deployment of IT change

control tools to support the efficient and effective execution of the

IT change control processes

. For audit purposes, made sure that all documentation accompanied each

RFC.

. Excellent presentation and communication skills.

. I have a positive attitude and excellent customer service skills.

. Major incident process included reviewing Priority 1 and 2 problems.

. Reduce the cycle time for business and service restoration of all

Severity 1 and 2 problems.

. Responsible to make sure that ownership of the incident has occurred.

. Ensuring that adequate IT resources and skills are brought in to work

on the problem.

. Facilitator, engages all IT groups to work together to resolve the

problem.

. Ensure that the appropriate communication activities, notification and

escalation are executed during the major incident.

. SOX Financials - Reviewed RFC's that required SOX approval. Made sure

all documentation and approvals were accurate before scheduling for

deployment.

Merrill Corporation (Perm) St. Paul, Minnesota

01/27/2004-08/08/2005

Supervisor Operations Support (10 Team Members)

. Responsible for leading, mentoring, team building and supervising

daily team activities.

. Provided metrics on SLA's and made sure they were met or exceeded.

. Created Processes and Procedures for the Merrill Corporation Printing

Processes.

. Created the process for Relationship Management with current and new

clients.

. Experienced leading team projects in complex environments.

. Experienced in leading a team in a cross functional environment.

. Conducted Problem investigation and resolution in a war room setting.

. Team leadership direction for on-shore and off-shore support.

. Communicated with all levels of the business and technology including

Executive levels.

. Managed resolution of issues and their root cause.

. Knowledge of Business objectives.

. Involved in application monitoring and availability.

. Responsible for making sure all issues are resolved within the SLA

agreement.

AT&T Wireless (Perm) Minneapolis, MN 02/03/2003-

01/27/2004

Management Receivables

Reliant Energy (Contract) Minneapolis, MN

10/05/2000-04/01/2001

Help Desk Manager (3 Team Members)

Anoka County (Perm) Anoka, MN

10/07/1999-10/05/2000

Manager/Supervisor-IS Help Desk Services/CTC training (3 Team Members)

United Defense (Perm) Fridley, MN

05/15/1997-09/30/1999

Manager/Supervisor-Strategic Services Dept/Help Desk Services

. Performed duties normally associated with Manager/Supervisor

including, hiring, training, educating, counseling and disciplining of

employees.

. Developed and implemented Service Level Agreements and Commitments

. Implemented schedules for the introduction of new tools for the Help

Desk tool (Remedy).

. Analyzed Help Desk performance and developed metrics to show support

trends.

. Provided performance metrics for senior management. Created goals and

objectives.

. Reviewed all recorded trouble tickets to make sure that they were

properly assigned.

. Exercised expense control and adherence to the department budget by

monitoring bench mark reports and market data.

. Made sure that the Help Desk was appropriately staffed and

compensated.

. Provided Systems Administration in a windows server environment

Dataserv (Perm) Eden Prairie, MN

08/15/1993-05/12/1997

Help Desk Team Leader

. Served as the primary customer liaison to refine processes.

. Ensured staff schedules effectively handled call volume.

. Managed the activities of a dedicated or multi customer integrated

help desk team.

ITIL - Service Management/Service Delivery Foundations Certification V.2 -

Number 82369

ITIL - Service Management Foundations Certification V.3 - 01.2011 Course

completion certificate Exam to be taken when time permits.

ITIL - Practitioners V.3 (Release, Change and Configuration) 2011

Tools - HP Open View Service Center 6.2, Peregrine, Remedy, Share Point.

Maximo, Impact, Manage Now, Infoman, GSMRT and SharePoint.

Applications/OS - Windows Vista, XP and 2000, 2003 and 2007,

Outlook/Exchange, SMS, Active Directory, Lotus Notes and Zen works, PC

Anywhere, SMS and VPN.

Education:

. University of St. Thomas, Engineering/Technology Management, MS, 3.0 GPA

2012, Six Sigma, Total Quality Management. Completed one year of Masters.

. Concordia University, Organizational Management/Leadership, BA, 5/2010

3.6 GPA 177 Credits, 3 credits to complete degree.

UNIX/AIX Server Platforms, Mid-Range Servers, Routers, Switches, Circuits,

Hubs, Firewalls & Load Balancers, SAN and Web Tech Alerts.

Relocation- I am from the twin cities and would not have a problem of re-

locating at my own expense

Strengths:

. Strong organization and analytical skills

. Effective communication skills both verbally and written

. Ability to work under stress

. Ability to work as a team player

. Ability to exercise excellent problem, change and incident management

skills

. Ability to work independently

. Ability to analyze difficult/complicated situations with careful

attention to detail

. Strong, proactive and creative problem-solving skills

. Ability to easily and positively adjust to changing priorities and

department processes

. Ability to follow oral and written instructions accurately

. Expresses ideas and technical subject matter clearly and concisely

. Able to work within departmental policies, procedures, reporting and

support processes [pic]

Contact this candidate