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Service Management

Silver Spring, Maryland, United States
$70,000 annually
May 24, 2018

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Angeline King

***** ******** **** ****** ******, MD 20905 301-***-****


EDUCATION: Bachelor of Arts (BA) English Literature 1988 Howard University

Washington, D.C.

Graduate Public Administration courses, 1989-1990 American University

Washington, D.C.

SUMMARY: An experienced IT Service Management professional, I have ITIL version 3 certification. Also, I have experience in applying these best practices. Most recently, I worked in IT Change and Configuration Management, as well as Problem Management. As a part of my job responsibilities, I composed ITSM process documentation.


September 2016- March 2018: ASM Research, Configuration Management Analyst

Responsible for maintaining the accuracy and control over the Configuration Items (CIs) and their inter-relationships within the Configuration Management System (CMS).

Responsible for configuration management activities including product identification, change control, status accounting and operation of the Configuration Management Database (CMDB).

Ensured data integrity and accuracy of all CMDB data elements.

Utilized CA Service Desk Manager, version 14.1.

Ensured Targeted Performance Level, and used best the practice of continual service improvement.

2015-2016: Randstad Technologies, Change and Process Management, Problem Management Analyst

Coordinated and lead Tier 2/3 Liaison Meetings.

Coordinated and lead the communication process between Tier 1 and upper Tiers during Problem Management crisis and provided correlating updates and reports.

Performed help desk ticket analysis sufficient to understand the problem.

Compiled and analyzed monthly data required for monthly reporting and trend analysis.

2014-2015: Enterprise Information Services (DOL/BLS contract), Change and Process Management, Systems Engineer I

As a Change and Process Management System Engineer I, I performed the following duties and responsibilities.

Designed and created an IT Change Management Meeting Workspace site in SharePoint and drafted a group of corresponding SOP and training documents to implement the ITIL-based Change Management Process. I have also helped to develop other ITIL based processes.

Organized meetings to vet the documentation with the Change Control Board.

Served as the Co-Chair of the Change Control Board.

Provided Change Management training sessions to all members of the Change Control Board.

Worked with technical subject matter expects to update system documentation and proofread and format configuration documentation.

Drafted Software Media Library SOP documentation.

Collaborated with Task Managers in the drafting of several other SOPs and Work Instructions.

Worked on the development of other related IT processes, as needed.

2008-2012: MedImmune, Configuration Management Librarian/Service Delivery Analyst

As a Configuration Management Librarian, I performed the following duties and responsibilities:

Composed and updated the CMDB CI Manual Update Process Work Instruction Guide, drafted initial MedImmune Configuration Management Plan, and assisted with other CMDB-related documentation.

Composed Configuration Management work instructions and forms to facilitate the timely and accurate updating of the Configuration Management Database (CMDB).

Utilized Yellow Belt training to help improve day to day operations, to streamline important other IT processes.

Assisted in developing interim solutions for coordinating with ITCM (IT Change Management) to maintain CMDB accuracy, such as Tasks and on-boarding and off-boarding of CIs (configuration items).

Reviewed submitted, authorized, and implemented RFCs (Requests For Change), which could impact CIs (configuration items). Updated CIs in Service-now CMDB. Identified information needed for updating CIs and work with ITCM and RFC Requesters to obtain information.

Collaborated with team to develop Change and Configuration Management Processes: Participated in analysis of as is processes to identify opportunities to incorporate configuration management activities. This included the following: when change management processes trigger configuration management processes and who should be involved in these processes. Utilized service delivery past experience and ITIL v3 Foundation Certification to participate and contribute to the development of Change Management Processes.

As a Service Delivery Analyst, I performed the following duties and responsibilities:

Composed work instructions for IT Service Desk to improve service efficiency and customer satisfaction.

Served as the MedImmune Remedy Point of Contact and Remedy Incident and Problem Management Subject Matter Expert (SME).

Monitored and actively drove and participated in the implementation of a company wide Remedy ITSM system.

Educated internal and external customers on IT standards and processes and service levels and gain customer understanding of those standards and service levels.

Worked closely with the strategic partners acted as transformation manager in driving the organizational change throughout the department and company.

Participated in internal & customer-facing conference calls and presentations in conjunction with partner resources.

Supported direct IT management in other business and operational development initiatives as required.

Provided customer feedback to IT Service Delivery Managers.

AssistedIT Relationship Managers in promoting the service delivery model.

2003-2008: Wyle Information Systems Group, User Support Branch Analyst/Team Lead

2002-2003: LTS Corporation, Help Desk Analyst (Same NIH Contract)

As a User Support Branch Analyst/Team Lead, I the following duties were my functional responsibilities:

Responsible for training and mentoring team members;

oEnsured each team member is properly trained on using Remedy including entering all of the necessary information to resolve issues.

oEnsured each team member is properly trained on Aspect and telephone procedures.

oEnsured each team member followed all approved work instructions and standard operating procedures.

oEnsured staff attends training identified by the Project Manager and/or Client.

oMonitor staff and provide guidance/directions for improving skills.

Assisted team members with problem resolution;

oHelped team member with troubleshooting steps and resolving issues.

oProvided direction for resources.

oProvided guidance and direction to team members on escalation of issues;

oEnsured team member understands the escalation procedures.

oEnsured that proper troubleshooting steps were followed and documented before escalating outside of eRA Commons/IMPAC II helpdesk. Including this information in Remedy and/or communications.

Ensured team members have updated documentation and resources to effectively service the users;

Managed the retrieval, logging and assigning calls reported in the e-mail systems;

oEnsured that email is being ticketed properly in Remedy to meet the SLAs.

Monitored Remedy system to ensure timely response to users and tickets are closed in a timely manner;

oReviewed Remedy periodically each day to ensure tickets received from the CIT Helpdesk are assigned to an eRA Commons/Helpdesk staff member.

oReviewed Remedy periodically each day to make sure critical issues are being addressed.

oPerformed spot checks on team’s ticket entry to ensure proper information is entered into tickets.

Worked with Project Manager in developing standard operating procedures and work instructions;

oCreated documentation outlining step-by-step instructions for completing tasks.

Provided a weekly status report to Project Manager.

oServed as Back-up to the other Team Lead.

oInteracted with other Team Lead to promote and ensure continuity of the eRA Commons/IMPAC II Helpdesk.

Assisted the other Team Lead when necessary to manage workload of entire eRA Commons/IMPACII Helpdesk.

Exercised good judgment regarding discussing project related information outside of Management.

Stayed abreast of changes of IMPACII, Commons, e-Submission, and e-Notification systems that affect support to eRA user community.

Provideda high level of user support to the National Institutes of Health (NIH) Office of Extramural Research, Electronic Research Administration (eRA) Helpdesk.

Answered user calls and email questions to troubleshoot and resolve problems for all eRA (Electronic Research Administration) application systems, including IMPACII and NIH eRA Commons applications.

Maintained knowledge of NIH systems such as IMPACII and eRA Commons to research, to evaluate, and to test application issues.

Referred complex technical and policy issues to appropriate staff.

Communicated computer application issues effectively orally and in writing.

Used Remedy helpdesk software to log and track all application issues.

Provided effective support for NIHeRACommons and IMPACII applications (i.e., Peer Review, Committee Management, Grants Management, QuickView, ICO,PGM, Commons IAR, eSNAP, and eSubmission, as well as many other eRA applications).

Provided support toNIH eRA system users and attend eRA application meetings.

Trained IMPACII team members on IMPACII applications and procedures.

Assisted all eRA Help Desk members with application troubleshooting and problem resolution.

Provided guidance to team members on escalation of issues.

Monitored pending Remedy tickets to ascertain status of issues.

Utilized SQL skills to query the database to research issues.

Monitored the phone lines of my team members to assure support for application users.

Provided training in IMPACII applications.

Conducted meetings and training sessions with team members.

Served as Team Lead for IMPACII Help Desk at the NIH.

1999-2002: Group1 Software, Inc. Technical Support Representative

As a Technical Support Representative, I performed the following duties:

Pro-actively interfaced with customers to troubleshoot software anomalies, provided guidance pertaining to the correct use of Group1 Software Products, and provided multi-platform software installation support.

Communicated with product development staff to resolved software defects and report customer enhancement requests.

Utilized IBM Rational ClearQuest for defect/bug submission.

Managed customer support service requests via Seibel system to insure timely updates and responses to all customer support calls.


SOFTWARE: Windows 2000, NT, XP, Microsoft Word, MS Access, Excel, Powerpoint, WordPerfect, Outlook Email, Internet Explorer, Clip Art Graphics, Group1 Software Marketing Products, NIH eRA Applications (IMPACII and eRA Commons), Remedy, HEAT, and Seibel ticketing systems, Service-Now, CA Service Desk 14.1.


LANGUAGES: Visual Basic, Oracle SQL

MEMBERSHIP: Member of the Help Desk Institute.

CERTIFICATIONS: ITIL Version 3 certified, ITIL Service Operations Intermediate level training, Yellow Belt certified, Support Center Team Lead training, and Service-now administration training, Remedy ITSM suite training.

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