Project Manager Management

**** *. **** **** ****, Phoenix AZ *****•602-***-****•***********@*****.***

Nicole Garon

Summary

Results-oriented ITIL V3 Foundations Certified and Project Management certified professional who is familiar with the

Change/Problem/Incident Management procedures. Included in the Change Management role, I was involved in various

project management duties to ensure the successful deployment of software/hardware upgrades across the network without

unexpected impact to any customer. I have also performed Business/System Analyst duties for developing new tools,

building requirements with users and technical development resources and implementing them into production. I am very

familiar with Remedy and Microsoft Office Suite and offer excellent organizational and strong communication skills.

Experience

2000-2001

Global Crossing Southfield, MI

Technical Training Coordinator

Coordinated training with various vendors for company employees.

Responsible for billing appropriate departments and maintaining department budget.

Created access database for all employees being trained by external vendors.

Assisted in creating training materials for internal classes.

2001-2007

Global Crossing Southfield, MI

National Change Management Operations Team Lead

Coordination and customer notification of Planned/Emergency maintenance on

Transport/TDM/IP/ATM/VoIP platforms globally.

Implemented new policies and procedures that resulted in the number of outage minutes to 0

due to planned/scheduled maintenances/changes.

First level of escalation by customers/Internal personnel, On-Call 24/7.

Built proactive one, three, six and 12 month rolling schedules.

Provided management with support tool analysis, design and documentation.

Gathered/built requirements for new Change Management scheduling tool to satisfy user requirements/business

need; active in testing new tool based on requirements and ensured clear communication with internal

development personnel for successful end product.

Created and updated procedures and training documents for department as well as training

new employees and other employees that worked with the Change Management process.

Interviewed various stakeholders within and outside the company to identify/recommend

improvements to existing Change Management policies, standards, processes and

procedures.

Involved in various projects simultaneously to implement new products or upgrading of

current products in the Global Crossing network.

2007-2009

Global Crossing Phoenix, AZ

Change Manager III / Project Coordinator

Receive, record, distribute, track and close all planned activity on the Global Crossing

network data network; focused on ATM/IP and VoIP platforms.

Perform accurate transfer of data from the requests into the specified change control

database. Manage the status of requests within the database and ensure that the tickets are

closed on completion of the activity.

Assist in the turn-up of new services, devices and hubs across several networks while

ensuring the turn-up meets all established standards.

Process and prioritize requests in line with group and company objectives (Customer SLA

and Direct Measures of Quality).

Acted as project manager for deployment of new hardware / software into Global network

by identifying and tracking milestones and report to management on progress, issues and

estimated schedule/completion.

2009 – Present

Paypal Scottsdale, AZ

Staff Change Manager

Facilitate and coordinate changes to the Paypal production environment (Unix, DBA, Network Security, Systems

Infrastructure, etc).

Collaborate with other support groups such as Release Management, Availability, Operations, Problem

Management and Incident Management.

Perform post implementation reviews on all changes to ensure ticket status is accurate with the actual outcome of

the change to ensure lessons learned are acted upon.

Communicate out the relevant Change Management/Company moratoriums.

Attend daily/facilitate weekly CAB (Change Advisory Board) meetings

Create metrics to measure performance of Change Management requirements/procedures.

Interviewed internal Remedy users for workflow improvements within the system and translated them into

requirements for our development team in order to test and implement changes/improvements.

Researched and created business plan/project scope on new tool for Change Management calendaring which

included financials for purchase, development timeline/work effort and maintenance of tool utilizing business

analyst functions.

Project coordinator for company’s BIA/BCP/DR initiatives.

Education

2000-2005

Davenport University Warren, MI

BBA in Accounting [Information Management]

Professional licenses and certifications

ITIL V3 Foundations Certified

Project Management certification

Studying for/pursuing Project Management PMP

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