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Global Change Manager

Houston, Texas, United States
August 09, 2018

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**** ****** ***** **, ******* TX ***89 281-***-****

I am a highly motivated and results driven Global Change Manager with experience across Customer Services, Data Center Operations and Production Control. I have demonstrated success in customer, vendor, and staff relationship management, with ability to quickly build genuine rapport. I have developed strong teams, which produce superior results.


OCTOBER 2017 – FEBRUARY 15. 2018


As a Change Management Advisor, I am responsible for the following:

Provide training as needed.

Advised smaller teams of Change Managers by providing information from the Process documents via MS Outlook.

Provide reporting for Change tickets.

Experience in O365 by tracking other groups processes via MS SharePoint and One Note.

Troubleshoot issues related with Change.

Ensuring the Change Coordinator and Change Managers are aware of errors within tickets and educating them of the Best Practices.

Lead the monthly Change Management Network Forum

Manage the SharePoint site for both our group and the Shared internal site

Member of two IT Process groups within Agile. All Process Advisors and Development Operations

Work with multiple Support Groups to ensure quality and accurate information is within ITSM

Experience with MS PowerPoint, SharePoint, MS Suite by utilizing these tools to report to management and create the supporting documentation for Change Management

Experience in Agile by using the tool to create and track features. Create the Backlog Items and tasks. Ensure they where correctly defined and assigned, prioritized and hours set to complete. Each cycle was a duration of 2 weeks.

AUGUST 2008 – OCTOBER 2017

GLOBAL CHANGE MANAGER, Sungard availability services

Lead a team of four change management professionals in the support and control of all internally and externally driven changes across the global organization through hosting and managing the daily CAB (Change Approval Board)

Communicating impacted changes internally and externally via the ServiceNow Mass Communication tool.

Experience in developing change management plans using MS Excel to track all changes that had impact and need to be reviewed and approved.

Experience in O365

Advise, review and approve all changes, ensuring conformance to internal change management standards as well as project management, availability and resiliency best practices, and identify weaknesses in the firm’s ability to meet contractual service level agreements (SLAs)

Assess policy and procedure adherence of changes ranging from hardware to applications, OS instances (i.e. Windows, UNIX), storage (i.e. SAN, Network, Cloud), networking and telephony

Manage changes for all vendor provided technology (i.e. Microsoft, ISPs, Veritas, Juniper, etc.) to ensure patching and other hygiene, maintenance and upgrade activities adhere to change controls

Facilitate all data center changes, ensuring adherence to internal policies and procedures and identifying the route of least organizational and customer impact (e.g. scheduling power down) across each stage of the change

Lead all change management reporting to the leadership team, preparing both executive and detailed level presentations and reports using data from ticketing systems and CMDB (e.g. ServiceNow)

Define, develop and sustain the global change management and global release and deployment policies and procedures, including process maps and flow charts (in Visio and Triaster)

Continually review change controls for accuracy of content, cross-functional impact, and adherence to policy

Communicate and train business, engineering, and change teams across the globe on change management and release and deployment policies and procedures

Perform pre-change and post-change audits to ensure all change policy and procedure elements were executed and fully documented in ServiceNow

Lead root cause, issue analysis and remediation efforts for failed changes

Work with the Internal Security Compliance and Legal for all ISO related documents

Experience with M365 PowerPoint by creating training materials, SharePoint by designing and maintaining the group site with accessible and confidential content, Outlook for the email and calendar connected with Skype for conferencing and Word for all Policy, Process and Work Instructions.



Supervised monitoring of the Corporate & Investment Bank (CIB) Line of Business (LOB) owned servers and processes using Formula Instant On, escalating issues to the appropriate resolver and support groups, and confirming issues are opened and resolved in Peregrine

Managed timely responses to all customer needs such as missing reports and access issues

Manually processed batch jobs for trading activities through Outlook Back Office, confirmed through performance of controls that the critical batch process completed and that SLAs with CIB Trading were met

Monitored Lotus Note IM Forums for any communications on server or process delays, documenting all outages and problems in the Web-Based Intranet Forum

MAY 2005 - OCTOBER 2006

CONSULTANT, Infospectrum/ gss america

Led conversions of multiple client’s Batch Scheduling systems to BMC CONTROL-M, working closely with all stakeholders from development to operators

Created and delivered customized conversion process, procedures and training classes for each stakeholder group

JUNE 1978 - JUNE 2004


Managed internal Change Management for Data Center Operations

Managed scheduling of 100,000+ batch jobs across diverse operating system platforms including Windows NT, UNIX, and mainframes and advised on maintenance activities

Led conversion of all mainframe processes to BMC’s CONTROL-M batch scheduling tool

Setup automated scheduling across all lines of business (E&P, Oil Products, Manufacturing, Chemical, Shell Energy, Shell Business, Human Resources and IT System Support)

Converted over 20,000 manually submitted batch jobs that ran on multiple scheduling systems, reducing time and manual error

Designed, developed and implemented batch processing process flows and procedure documents, and training classes

Monitored various applications that supported Shell’s online job processing. Maintained the integrity of the infrastructure, which ensured timely execution of production work and correction of failed equipment

Advised clients on use of various scheduling tools, which resulted in a reduction of time and scheduling errors


MS Office 365

MS Visio

Triaster Business Process Management



ITIL Level 3 Foundations


High School Diploma

Pasadena High School - Pasadena, TX

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