ROLES

•Business Analyst

•Change Release Manager

•Change Manager

•Project Manager

•ServiceNow Administrator

INDUSTRIES

•Government

•Manufacturing

•Retail

•Healthcare

•Banking/Finance

FUNCTIONAL EXPERTISE

•Change, Problem & Incident Management

•Workflow automation

•Operations

•Disaster Recovery

•Project Management

•User Acceptance Testing (UAT)

•Vendor Management

TECHNOLOGY

•Peregrine, HP Service Center, BMC Remedy, Service Now, ManageNow

•MS Office Suite, SharePoint

•Excel, Access, Visio, PowerPoint

•SAP, Goldmine, Sales Force, Maximizer

•Peregrine, BMS REmedy

•Active Directory

CERTIFICATIONS

•ITIL Foundations v3

•A+ Hardware

•Networking+

•Microsoft Systems Administrator

EDUCATION

•BS – Commercial Economics

South Dakota State University

SUMMARY

Marcine is an operational services and change management specialist with a high level of experience in workflow planning and process integration. She has defined, gathered and maintained data and metrics to handle reporting and analysis needs. Her cross functional background allows her to use her communication skills to drive actions to meet business objectives.

Moved Ameriprise from their legacy system to ServiceNow. Responsible for the flushing out of requirements, communication with both business and developers and creating a test environment for ServiceNow.

Created automatic deployment tools using MS Access and Excel to capture data

Responsible for core system configuration, gathering and documenting user and process requirements, functional requirements, and developing technical requirements and workflow customizations

Provided cross vendor collaboration for changes into the production environment and enforced enterprise configuration management process across multiple vendors.

Created and Administrated SharePoint Site

Prepared Disaster Recovery plan for both Target and Thomson

Facilitated requirements and process improvement meetings to including C level executives.

Liaison between mid-management, director and implementation team

PROFESSIONAL EXPERIENCE

Wells Fargo April, 2017 July, 2017

Business Source Consultant

Created automatic deployment tools using MS Access and Excel to capture data

Utilizing ITL governess designed a communication and documentation process to capture data and app configuration to be able to tie in the application

Utilized Created 3rd party software that identified and deployed daily on a ITIL management process so that it can be controlled software that was managed/tracked in remedy

Conducted analysis on system usage and documented required processes to facilitate access management planning.

I trained Offenders through WebEx, website and thought Visio the training process was a success

The role's performance was a role early on discovery, preventing people from finding workarounds to the new process once the automation tool is there. A 94% success rate

Wells Fargo provided automatic deployment tools that captured data, created the form of a communication and documentation process to capture data and app configuration to be able to tie app in

Worked with the dashboard to investigate identified gaps

Created user and technical stories, use cases, workflows, data models, requirements traceability matrix, and test scripts

Used 3rd party software to identify and deploy a process so that it can be controlled, Software was ITIL managed/tracked in Remedy

Worked with a team that needed to use Excel and software tools that were no the ITIL certified list to effectively manage other pieces of the project.

United Health Group October, 2016 February, 2017

ITIL Analyst & Incident Manager

Performed incident management, service restoration, and/or change verification activities by means of ITSM

Used ITIL management tools experience to monitor health, usage and overall compliance of the application

Prioritize incidents based on defined ITSM priority definition and guidelines

Helped drive risk prevention, awareness, and team accountability, helping identify and raise awareness for incidents that may breach or may have incorrect Severity levels assigned

Effectively communicated awareness, issues, alert confirmations and status, to team and other areas

Collaborated with team members to use ITIL Governess to look for ways to continuously improve our enterprise platform related processes (i.e

Incident Management, Problem Management, Change Management, etc

Utilized documentation, associated topologies, change activity, monitoring tools, and expertise to monitor and validate overall environment health providing higher-level support for support groups with respect to critical applications health

Responsible for core system configuration, gathering and documenting user and process requirements, functional requirements, and developing technical requirements and workflow customizations

Provided Level 2 support on ServiceNow platform for employees

Ability to dissect incidents as they relate to the ServiceNow platform to quickly triage situation

Acknowledged, validated, and correlated monitoring alerts

Proactively monitor and trend component/application/product performance and degradation

Identified solutions to non-standard requests and problems

Worked with minimal guidance; seeks guidance on only the most complex tasks

Provided explanations and information to others on difficult issues

Cargill February 2015 – May 2015

Change Release Manager

Created a spreadsheet with pivot tables. Pages of unique graphs, metrics of Stael and Aged changes. Updated daily.

Project Manager for developing and tracking report produced Dailey: Stale Aged and aggressively communicated owners of change to increase percentage changes close.

Produced a step by step document on how to create a change, progress the change and close the change. 9% decrease in emails or IMs about changes.

Designed and completed and Cargill Share Mailbox. Trained Analysts and customers the process and procedure on using the mulit-feature asset. Produced Communication for opening of the Cargill Shared Technical Mail Box.

Created and Administrated SharePoint Site

Proof read over 45 documents in the Knowledge Library located on the SharePoint. Document were sent to for sign off. 100% certified.

Aided in daily Charms report. Ensured all charms and transports were in the correct fashion to have a successful change in SAP

Responsible for ITSM tool documentation on all process and procedures (Remedy 8.1)

Best Buy December 2014 – February 2015

IT Change Manager

Review Requests For Change (RFCs) and approve or reject them based on their adherence to documented Change Management Process requirements and standards

Responsible for ITSM tool administration (ServiceNow)

Manage daily Change Management operations, i.e. publication of the change schedule and other operational reports

Periodically conduct Post Implementation Review (PIR) on closed changes to gauge quality

Facilitated 50% of regular Change Advisory Board (CAB) meetings (twice a week) and prepare all meeting materials; Publish meeting minutes and track action items

Capture and publish metrics, Key Performance Indicators (KPIs) and Critical Success Factors (CSFs).

Raise and track Change Management related issues and conflicts, removes barriers, resolves issues and escalate appropriately where required

Provide knowledge, expertise and training on the use of the Change Management Process and tool. Created a step by step document on how to create a change, progress the change and close the change. 9% decrease in emails or IMs about changes.

Maintains and improves process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security)

Initiates follow-up actions to correct any problems or inefficiencies arising during execution of the Change Management Process and highlights any issues or ideas of improvement to the IT leadership

Assists the ITSM Organization in identifying and platforming in process improvement projects in Change Management and other ITIL process areas such as Software Asset Management-CMDB, Service Level Management, Service Catalog Management

Update, maintain and publish Change Calendar; Organize and manage the Emergency Change process

Review and reduce emergency changes and unauthorized changes

Target July 2014 – December 2014

Project Manager/ Change Management

Independently leads and provides project management leadership for small to medium technology projects

Ensures projects meet F5 platform business requirements.

Performed POS (point of sale) for Change maintains and Change requests.

Defines and manages communication plans on SharePoint for specified projects

Leads activities to mitigate risks and resolve issues

Led meeting for the planning and implementation of Disaster Recovery Plans.

Measured project performance using Clarity and ServiceNow tools and techniques

Monitored progress of project and reports status to business owners and managers

Performed any corrective actions and escalates with recommendations

Managed global and virtual teams of 7-15 team members and/or contractors for developing effective configuration management strategies and solutions for existing and new F5 products.

Medtronic March 2014 – April 2014

Change Analyst

Approve/deny system requests for change, ensure requests for change have met all documentation requirements and are in compliance

Maintained the change calendar and distribute communications as appropriate

Reviewed and processed emergency and standard changes

Reviewed, managed and communicated changes/impacts across the environment ensuring compliance

Project Lead on tracking successful Change closings with business, risk, IT, operations, and development teams to support and deliver changes while mitigating risks

Maintained and established change windows for IT groups

Collaborated with cross functional teams to define/improve processes and ensure policies and procedures are properly documented, reviewed, and updated

Measured/evaluated process performance and make recommendations for process improvement and/or to expand service levels.

Team lead and vendor management responsibilities, instructing, directing or checking others work.

Effective understanding of the Infrastructure and Application Development environments as well as the software development lifecycle.

Hennepin County May 2013 – November 2013

Change Manager

Project Manager for the IT change management (CM) process for IT staff and business partners, ensuring the process is followed consistently and effectively by introducing Capability Maturity Module Integrated (CMMI) in order to maximize benefits of the change and minimize negative impacts to the business.

Provided cross vendor collaboration for changes into the production environment and enforced enterprise configuration management process across multiple vendors and multiple configuration items ensuring adherence to best practice processes.

Planned, prepared, and facilitated weekly Change Advisory Board (CAB) meetings.

Facilitated Post Implementation Reviews (PIR) to discuss failed changes and post – implementation root cause. Created a plan to advance to a permanent solution.

Project Manager with connection with business stakeholders, relationship managers, and IT project leaders to ensure IT development moves through the Service Lifecycle effectively and efficiently.

Interacted with Lines of Business to define the business’ changes to infrastructure including urgency, impacts and risk analysis. Delivered reviews end-to-end components with measurable metrics.

Lead efforts to improve processes with appropriate qualitative and quantitative measure while leveraging establish guidelines and industry benchmarks. Ensured processes were integrated within IT Service Management and with other external processes.

Participated in After Action Reports to dissect and recreate post-implementation reviews of major incidents and ensured root cause analysis of outage was reported to line of business.

Updated the mobile app, social platforms and all Hennepin County websites; send news alerts

Created, rewrote and aggregated content; produced digital news content and multimedia

Engaged the social audience by identifying and sharing content that will resonate with readers

Ameriprise October 2010 – May 2013

Change Administrator/ Manager

Managed the change management process in ServiceNow: logged, filtered, and accepted the RFC, as well as notified appropriate parties of the status of the change. Prioritized and categorized RFCs. Closed RFCs after final review.

Collaborated with multiple vendors in adhering to change process and criteria. Developed, implemented and integrated IT Service management processes with multiple vendors process documents

Worked with Ameriprise team to implement ServiceNow application and create customizations.

Facilitated critical situation bridge calls to ensure Ameriprise service levels for Incident resolution were adhered to and monitored process for improvements as required. Designed change and incident management process and procedure documents using ServiceNow

Developed work and training instructions for entering a change in the ServiceNow and Managed Now ITSM.

Verified the accuracy, quality, and completeness of change requests with respect to established change management policy, standards, and procedures.

Coordinated changes by engaging with the relevant IT groups to understand the risk and impact associated with changes to the components of IT services.

Analyzed the schedule of changes for the production environment to assure there were no changes that would adversely impact the company’s work schedules and any service level objectives or agreements.

Participated in user acceptance testing (UAT) of Ameriprise link to CompuCom Incident module, UAT on the usability and functionality of new quarterly releases of CompuCom ServiceNow modules.

Provided testing support of the ServiceNow ITSM tool including: documentation of test plans, test scripts, and test cases following standards and deliverables.

Created and implemented test plans (schedule, approach, cases, scripts and conditions, etc.), including production check out and measuring testing performance results.

Partnered with Release management to ensure CIs are properly identified and updated upon completion of releases into the production environment.

Northfield Optical April 2008 – October 2010

Certified Optician

Target Corporation April 2007 – April 2008

Business Analyst

Collaborated with multiple resources to ensure all system design requirements adequately reflected the defined business processes and fully supported all components of the business requirements.

Designed, specified, documented and implemented detailed service and process metrics.

Performed statistical analysis and modeling for recommendations to best meet business objectives.

Presented results of analysis and recommendations to senior management of business and project leaders.

Established scorecards and dashboards with process performance metrics, targets and triggers.

Communicated action plans, status and priorities on MS SharePoint.

Acted as a liaison between business leaders, technology and project team.

Requested approval process, procurement management, SDLC management, redeployment, and disposal management.

Thomson West June 2000 – April 2007

Project Coordinator & Technical Support April 2005 – April 2007

Coordinated, communicated and reported status to executives, customers, and all other relevant individuals and groups.

Provided project resource changes, including space, equipment, and update of project documentation (team lists, organization charts, etc.)

Edited multiple change and incident management process documents and assisted with UAT on an IT Service Management tool.

Validated and updated Business Continuality plans.

Used Agile Software Development method.

Monitored and responded to phone, email, chat or web cases for new and existing product issues.

Managed customer issues from initial report and documentation through resolution.

Identified, recreated, researched, and resolved product issues; documented knowledge gained.

Partnered with vendor and/or third party to complete test phase deliverables.

Technical Project Coordinator March 2004 – April 2005

Managed multiple project plans simultaneously for a regional retail corporation including task estimation, requirement gathering, communications, project plans and other related SDLC project documentation.

Managed and organized over 70 projects for new Windows NT & 2000, UNIX and Linux servers to include installation and training modules and post installation evaluation for a legal software company.

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