Steve D. Hayman

**** ***** ***** ***** ( Colorado Springs, CO 80915 (

abmqta@r.postjobfree.com 719-***-****

Technical Delivery - Change and Release Management

Process Ownership / Accountability / Quality Control

As leader of the Change and Release Management processes acted as Subject

Matter Expert on project to stand up and add maturity to key ITIL processes

such as Change, Release, Configuration and Incident Management, including

engineering process flows, key performance indicators and defining metrics.

Core competencies include:

Quality Initiatives ITIL Foundations Certified Key Client Retention

Results Oriented ITIL Practitioner Certified Organizational Leadership

Team Building High-Impact Presentations Six Sigma Green Belt

Professional Experience

IT Change Manager, 2009 - Present

Compassion International, Colorado Springs, Colorado

Compassion International exists as an advocate for children, to release

them from their spiritual, economic, social and physical poverty and enable

them to become responsible and fulfilled Christian adults.

Responsible for managing all of the activities of the change management

process for the IT organization. Involved in every step of the Change and

Release process-from receipt of a request for change up to the

implementation of the change and release into the IT production

environment. Provides practical leadership to IT division concerning the

day to day execution of key IT methods, processes and best practice

frameworks (e.g. ITIL, CMMI and True Cost).

Selected Achievements:

o Selected to speak on guest panel at the 2010 Pink Elephant Conference

in Las Vegas to discuss the People Side of Change.

IT Release Manager, 2008 - 2009

Compassion International, Colorado Springs, Colorado

Compassion International exists as an advocate for children, to release

them from their spiritual, economic, social and physical poverty and enable

them to become responsible and fulfilled Christian adults.

Primary focus is on assessing release readiness, quality and assuring the

stability of current production environment. Responsible for leading

individual releases from scope definition to implementation. Provide

coordinationa to IT teams to ensure successful implementation of one or

more changes of moderate to high complexity. Led the planning of releases

including resource impacts, system impacts, and schedule.

Selected Achievements:

o Developed Release Management plan and on-site process for Major

Releases, coordinated with key business users to increase overall

success rate by over 50% and reduction in related incidents.

Technical Delivery Manager, Change Management, 2006 - 2008

Electronic Data Systems Inc., Tulsa, Oklahoma

EDS provides a broad portfolio of business and technology solutions to help

its clients worldwide improve their business performance, employing over a

hundred thousand employees and annual revenues exceeding $470 million.

Oversee all process and business development functions, including new tool

rollouts, key account management, customer relationship development,

contract negotiations, and change management compliance. Hold P&L and

budget responsibilities. Provide cross-functional team training, coaching,

and mentoring. Direct change management analysts and change managers for

the US Central Hub region supporting 5,000 plus changes a month.

Selected Achievements:

o Instrumental in eliminating 57% of waste in current change management

process by leading a Lean Six Sigma Kaizen effort. Key

identifications were lack of consistent change preparation,

ineffective change management process and limited or incomplete

documentation. These changes allowed for faster time to market with

an increase in successful changes with an increased focus on

preparation of changes through peer reviews and standardized processes

for all capabilities.

o Consistently developed strong, sustainable relationships with

executive decision makers of Fortune 500 client companies.

Technical Delivery Manager/Team Lead, Incident Management, 2002 - 2006

Electronic Data Systems, INC. - Tulsa, Oklahoma

Managed a group of Incident Managers supporting the Tulsa Data Center

providing leadership for all day-to-day major incidents. Responsibilities

include notifying the right people, with the right information, at the

right time and escalate the problem until service is restored to the

client. Duties include Crisis Management; facilitate technical bridge

calls and Executive Management notifications.

Selected Achievements:

o Reduced MTTR by 58% consistently achieving restoration on all Severity

1 incidents in less than 48 minutes through several Six Sigma efforts.

o In an effort to create a Zero Outage Mentality, reduced overall

Severity 1 & 2 outages by 60% through Six Sigma and Lean Six Sigma

projects.

Supervisor/Technical Lead, TPF Operations, 2000 - 2002, 1991 - 1996

Sabre Holdings, Inc. - Tulsa, Oklahoma

Sabre Holdings connects people with the world's greatest travel

possibilities by retailing travel products and providing distribution and

technology solutions for the travel industry.

Provided leadership and technical expertise for TPF Operations during daily

operations and outages providing communication to coverage, management and

situation management team. Maintain technical expertise on the mainframe

and all attached devices, while ensuring root cause is determined,

appropriate action is taken and notification escalation processes are

adhered to

Selected Achievements:

o Developed process for ensuring successful Time Change on all hardware

devices in support of Daylight Savings Time (DST) for mainframe

operations.

Sr. Technical Analyst/Team Lead, Operations Support, 1996 - 2000

Galileo International, Inc. - Englewood, Colorado

A global travel technology solutions leader, working in partnership with

travel agencies, travel suppliers and corporations to drive success.

Technical lead for a group of Operations Support Analysts, responsible for

all planned Changes performed in the Data Center. Responsibilities

included provide support for all Projects, coordination and scheduling of

all Hardware & Software Changes within TPF, MVS, UNIX and VM/TEST

environments.

Selected Achievements:

o Awarded for Outstanding Teamwork working in the Operations Support

group, including support & coordination for Y2K.

o Developed training program and process for Test System Coverage and

TPF Operations to perform successful testing & implementation of

software database changes.

Education & Training

Administrative Leadership program, 2004-2006 - University of Oklahoma-

Online, USA

Business Administration, 1988-1991 - Tulsa Junior College-Tulsa, OK

Professional Development Courses:

ITIL Foundations & Practitioner Certifications

Quality Initiatives

Six Sigma Green Belt

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