IT Service Management

Tenesha Robinson

************@*****.*** Durham, NC 910-***-****

Objectives

Interested in opportunities that will allow me to learn a variety of skills, knowledge as well as hands-on experience in information systems, service management, data analytics and management, business process improvement, lifecycle development, project management, leadership skills, customer service and communications. Offer excellent problem solving skills, professionalism, diversification, the ability to work well with others and a strong belief in the team work approach

Certifications

ITIL v3

ITIL Intermediate : Service Design, Service Transition, Service Operations, Continual Service Improvement

Lean IT – Organization Level Certification

Education

Indiana State University

June 2017 Doctorate of Philosophy in Technology Management

Current Student

North Carolina State University

May 2016 Executive Leadership Training

North Carolina Central University

May 2012 Masters in Information Science

Cum Laude

Graduate Research Assistant

ASIS&T President 2012

ASIS&T Member 2011-2012

North Carolina State University

May 2008 Bachelors in Criminology

Experience

MetLife Global Technology Organization Cary, NC

Sr. End User ITSM Business Analyst July 2015 – Current

Supports End User Technology Teams (Unified Communications and Collaboration, Mobility, Virtual Engineering, Messaging, and Multimedia)

Collect business requirements, functional specifications for large projects and programs for internal products and services

Provide full product and project lifecycle support through strategy, design/build, transition, operational support and continual improvements/adoption.

Utilize DMAIC and HEART Methodologies to support and improve processes and services.

Perform gap analysis to drive resolution of business challenges

Responsible for project tasks, action items tracking and dashboard reporting for service performance reviews

Provide trending metrics supporting Service Level Management including SLAs, OLAs, and trending VOC metrics

Create and maintain documentation of business workflows to support consistency and scalability across the organization

Plan, organize and conduct business and process reengineering and reviews

Lead initiatives to facilitate continual service improvements with quality, efficiency and/or financial objectives.

Perform proactive quarterly customer evaluations

ServiceNow Administration supporting Incident and Request modules

Create and validate service workflows to ensure accurate processes and functionality.

Rally and Jira

Collaborate with internal business resources and SME’s to evaluate technology and alternative solutions that support strategic goals.

Contribute to the development corporate product strategy and roadmap to include global scope.

Support the development of standard template designs

Verisk Retail Minneapolis, MN

Program Manager April 2013 – July 2015

On-Site Account Manager and Support for Client

Application and System SME for The Home Depot USA and The Home Depot Canada

Liaison between Client, IT and Company support teams.

End to end project managements

Collect, record and translate any new business requirements

Account and Customer Management/ Client’s Internal Business Functions

Customer Service/ Relationship Management / Customer Advocate/ 100% Client Facing

Create SOWs, Planned Work, Project Timelines and Deadlines all system changes and proposals

Plan, design and manage all system upgrades and implementations

Responsible for all Development and Quality Assurance testing

Create, edit and archive all technical documentation for end users

Participate in SDLC/ Agile development with development team testing and working Sprint tickets/issues

Advanced HTML and JavaScript coding for web facing functionality and development

Conduct monthly system reviews with corporate and field users to discuss process and performance improvements

Managed major integration projects for client -SSO and LDAP integrations

Monitoring, analyzing, and troubleshooting any system and application issues

Managing the APIS product to specifications of the client and business needs.

Maintain users Active Directory credentials and processes

Responsible for Ad Hoc reporting for Executives and canned reporting for field users

Maintained SLAs, KPIs and other service metrics

Create detailed step-by-step test case documents for quality assurance team to test code

System RFC/ Change Coordinator for Application

System and program customization to meet specific organizational needs and SOP requirements

Driving efficiency and overall success of the Data Management Program

Manages the creation, cleaning, manipulation and distribution of system data

Creating and configuring various system reports, audits, and forms.

Manages APIS Governance Committee

Application Dashboard updating and editing

Creation and Delivery of Corporate Training Programs and Documentation

Member of Store Systems Resource Allocation and Budget Committee

Weekly Status Reporting to Senior Management

Knowledge of relational databases and queries.

HCL Technologies Cary, NC

ITIL Problem Manager Nov 2012 – April 2013

Consult anting services for Gulfstream Aerospace Dynamics in Savannah GA

Review Problems and ensure that correct RCAs have been performed across the Problem records for all priority levels.

Ensure adherence to service level agreements and objectives as well as to the priority, based on impact and urgency of the Problem.

Lead new objectives for the improvement of the Problem Management tool set

Document and manage new requirements and improvement projects spanning the entire Problem Management Process

Create and deliver ad hoc reports as well as develop new KPIs to improve our performance

Plan, coordinate, and monitor the follow-up of action items created from RCAs and open Problems

Facilitate and manage the deliverables from Problem tickets and reviews.

Maintain and document Problem records in the supplied tools

Manage long term resolution of issues identified as required through the management of action items

Liaise with peers, support teams, management, and third party vendors as necessary.

Liaise with subject matter experts and senior technology and business leaders across various global organizations

Coordinate and facilitate Problem resolution by engaging a variety of support teams

Review solution options and/or temporary workarounds, validation and analysis

Communicate the progress of Problem remediation to relevant parties

Project Management (RCAs)

Perform trend analysis

Managed BMC Remedy Problem Module / Known Error Database

Problem ticket prioritization

IT Infrastructure Support

Facilitate communication with cross functional teams to ensure Problem actions are completed

Facilitate meetings, problem reviews, conference bridges, and online meetings to disseminate and drive Problem closure.

Ensure timely and effective escalation to avoid delays in Problem resolution.

RTI International RTP, NC

Research Assistant March 2011 – Nov 2012

Research presented at The American Society of Criminology Conference in November 2012

Survey development for research participants and outside agencies

Quantitative analysis of data collected from participants

Conducted research community-based mentoring programs funded by Office of Juvenile Justice and Delinquency and Prevention

Studied mentor recruitment, retention and role of payment to foster long-term relationships between mentor and mentee

Bi-weekly meetings with proposal team and partnering community agencies.

Assisted lead scientist and analyst with study measures and procedures

Created and managed large database

Survey development for participants

Conducted surveys and participant and focus groups observations

Literature Reviews

Quantitative and qualitative methodologies

Research any additional information needed.

Town of Chapel Hill / Police Department Chapel Hill, NC

Resource Coordinator April 2009 – July 2012

Case and Account Management for targeted clients within Orange County, NC

Research, investigate, and collaborate resources for clients with other organizations in the community.

Develop, plan, and implement strategic goals for clients

Research, record, and report data and statistics for community and law enforcement groups

Project Documentation (Project plans, action logs, risk mitigation management)

PSN System Administrator

Maintain active client database/DOC records

Plan and coordinator tri-monthly call-ins and informational sessions

Project Management

Managed DOJ on-site funding documentation

Partnered with federal, state and local law enforcement agencies such as United States Attorney’s Office of Middle District, FBI, DEA, ATF, US Marshals, SBI, Federal and State Probation and Parole, Orange/Chatham District Attorney’s Office, and other partnering agencies in North Carolina.

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