Management Process
Resume:
Mona Andrews
****.*******@***********.***
Profile
Business professional with diverse experience in business operation,
technology and information management, in the public and private sector.
Consistent results and focus with both affable demeanor and persistent
diligent self initiative that enhance and sustain employee ITSM/ ITIL
Initiatives and client relationship management and sustain and advance
successful organization initiative.
Education
Lawrence Technological University
Master of Business Administration
Project
Management (2011)
University of Detroit
Bachelor of Applied Science
Marketing 2004
Business Methodology and Strategy Acumen
Business Process Reengineering (BPR) Information Technology Infrastructure
Library (ITIL) Information Technology Service Management (ITSM), Knowledge
Management, Project Management Life Cycle, Six Sigma (DMAIC) Methodologies,
Total Quality Management (TQM) Change Management, Service Request
Management, Problem Management, Incident Management
Technologies
Computer Software applications: Microsoft (all versions and suites) Apple
OS, UNIX (SCO, HP) Linux (Red Hat),
Enterprise Software applications: EWM, Remedy, HP Openview, SAP Netweaver
etc.
Hardware: Personal and Enterprise systems, Mobile/ Smart Phones, wireless
routers, switches hubs, enterprise servers.
Internet Applications: Apprised in all search engines (progressive data
query protocols),host site formats including virtual knowledge management
applications (eg1SharePoint) and content management applications (eg2
Wordpress).
State of Michigan
2009- Present
As a business analyst I have facilitated a variety of roles in support of
endeavor within the Department of Labor Economic Growth (DLEG) IT Services
agenda. A Synopsis of this experience is listed below:
Process Consulting- Implemented Information Technology Service Management
(ITSM) policy which employs documented ITIL best practices and standards in
areas of Change, Configuration, Incident and Problem management utilizing
Business Process Reengineering (BPR) to remove non value added process
protocols.
Knowledge Management - developed implemented and sustained knowledge
information repository standards and protocols to ensure that process
collateral was available to staff and compliant with organization and
contractual obligations. This included providing consultation and guidance
on applicable standards to be adhered to in support of best knowledge
management, ITSM, ITIL and Business Process Reengineering (BPR) practices.
Reporting -Provided weekly, monthly and annual reports, utilizing a variety
of customized internal software applications along with standardized
reporting protocols including statistical analysis to provide accurate
assessment on operation activities.
Technical Writing - Responsible for the accurate, comprehensive,
unambiguous creation of supporting documentation in a variety of standards
(ITIL, custom) for The State of Michigan, including printed, web based and
other electronic documentation and training material.
Project Management - Developed complete process program for ITSM
implementation including gap analysis, training, process workshops and
Visio diagramming of the ITSM process. This activity would include weekly
transition status meetings to support the project through the lifecycle.
AT&T
2007- 2008
As a business analyst I assisted in the support of ITSM practices to
support internal help desk activities. In this role I was responsible for
the technical writing and develop of ITSM process and meeting with
departmental SME's to develop the business unit collateral that would need
to be integrated within the standardized ITSM process utilizing standard
business process engineering (Visio and word document). I also facilitated
the role of Incident coordinator to support the ITSM process through its
lifecycle including change, configuration incident and problem management.
Ford
1999- 2007
As a production analyst at the Dearborn Truck production facility, I was
responsible for maintaining general assembly protocols for the production
of the cargo area of the Ford F150 Model Pickup Truck. In this role, my
group averaged forty five hundred units of production per quarter with only
ten percent quality deficiencies noted during fiscal year two thousand
seven. During my tenure, our group was able to maintain a ninety five
percent production efficiency rating, increasing delivery capacity to
ninety eight percent by fiscal year two thousand seven.
Contributions
Contributor- Detroit Institute of Arts (Supporting Member)
Contributor - Susan Komen Race for the Cure (Race Participant & Adherent)
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