Manager Customer Service

Stacy E. McCoy

**** ******* **** ***** • Gaithersburg, MD 20877

Phone 703-***-**** • E-mail *********@*****.***

Qualifications Summary

I have 16 years in IT Service and Operational Management experience with the majority of work in Change and Release management. I have hands on knowledge of the ITIL process framework. In my most recent position I have serve as the Release and Testing lead managing the team’s efforts in a Federal IT Operations environment. I lead the team in the packaging of multiple releases and delivering project plans from start to finish. Including managing the four testing cycles (Integration, Regression, Performance, and User Acceptance) that are an integral part of the release. In my previous roll, I have managed and executed the Change and Release processes for a mufti stakeholder Federal environment. My skills include overseeing and executing process remediation, project management of releases, coordination of deployment weekends, and Fiscal Year forecasting. I have gained significant experience over the years in Customer Relationship Management (CRM) specializing in Remedium, HP PPM, and ServiceNow case management and asset inventory.

I am self-motivated and have the ability to lead a team. My key attributes are I work well with co-workers, attention to detail, fast learner, ability to build team forecasts, draft statement of work (SOW) for projects, ability to multitask, strong customer service background, strong initiative, resourceful, and perform tasks with minimum supervision.

Achievements:

* Lead the initiative to fully document the Release Process along with related Stand Operating Procedures (SOPs) for the program

* Provided new incite and updated Testing process document for the program

* Lead the resource forecasting for my team to understand and better control the yearly burn rate

* Lead the effort to identify process improvement ideas for the testing area of the program specifically around script maintenance and test automation

* Completed ServiceNow sysadim training

* Assisted in the design and implementation of the ServiceNow ticketing tool

* Lead the effort on business case analysis of implementing additional ServiceNow Modules for my team

* Participated in a cost analysis efforts related to change, release, and testing management

* Participated in standing up Metrics for our project

* Contributed to enhancing and rolling out the Change Management process to all clients on my project

* Increased time efficiency by restructuring my meeting formats, and reducing the number of conference calls.

Education

University of North Carolina at Wilmington

Bachelor of Science in Marketing

Bachelor of Science in Business Systems

Certifications

ITIL Foundation Certified V3

Software

ServiceNow, iknow, HP QC, HP PPM, Remedy, SAGE, GCARS, Maplink, Microsoft Project, Visio, Windows Office suites, Internet Explorer, LiveLink Explorer, Lotus Notes, Outlook, Documentum, FrontPage, database maintenance and administration.

Employment History

Deloitte Consulting LLC Arlington, MD

Currently on a Federal Contract with Health and Human Services. I service as the Release and Testing Lead for the project

January 2014 to Present

Release and Testing Team Manager Contractor to Office of Enterprise Application Development, OS/ASA/OCIO,U.S. Department of Health and Human Services

* Manages the Release Management process for the Financial Enterprise System (FESM) Team, overseeing the packaging, planning, testing and deployment of system changes into the production environment with minimal risk and down time to our stakeholders. Manages 4 different release types for my current client.

* Creates and manages Release projects plans with rigorous control and tight timelines in a multi stake holder environment. Establishes a release team for each release. Provides a high attention to detail in all release activities within the release project plans. Manages several Release projects at a time. Addresses escalations, required schedule changes and resource availability for each Release.

* Manages the teams forecast of resources and activities, develops forecast a year out and manages it weekly

* Develops Release forecasts a year in advance to allow for the prioritization and planning of system change requests and projects in our client environment

* Oversees the creation and management of weekend deployment schedules - Lines up a step by step plan from preparing for system shutdown to bringing the system back up, and post release activities. Addresses and mitigate s identified system issues, schedule deviations, and schedule delays that occur over the deployment weekend to allow our client to release the production instance to the customers on time.

* Oversee the delivery of low risk changes request into the production system on a weekly basis

* Manage change requests in the ServiceNow ticketing tool from Build through Post implementation Review

* Oversee the assignment and development of test scenarios and scripts for all requirements to be tested within a release using a Risk base testing approach

* Create Statement of work (SOW) documents for additional projects

* Attend weekly meetings with other team leads and program leadership to efficiently work together and manage the program

* Draft, and present PowerPoint decks and reports for all aspects of the teams activities

* Review all data updates and communications that are distributed out to our customers

* Handle and manage all escalations

Core Team Member backup

* Service as a backup to the ITSM Team Manager

* Cover customer meetings and escalations

* Cover the Service Request, Incident, Problem, Configuration, and Change process areas and escalations

* Service as a backup to the Operation Manager

* Cover as point of contact when leadership is on PTO or offsite

* Cover Operations On call POC when needed

* Service as a mid-level SME for the ServiceNow ticketing tool

* High level understanding of how the tool was designed for the program

* Assist teams with user provisioning, dashboard/report setups, mid level problem solving, additional module knowledge when required

November 2012 – December 2013

Release Management Process Manager Contractor to Office of Enterprise Application Development, OS/ASA/OCIO,U.S. Department of Health and Human Services

* Lead the initiative to separate the Release and Change role on our program

* Lead the initiative to document the Release process and supporting Standard Operating Procedures (SOPs)

* Managed the Release Process for 3 Federal Finance Applications (as described in the role above)

* Develops Release forecasts a year in advance to allow for the prioritization and planning of system change requests and projects in our client environment

* Creates and manages weekend deployment schedules - Lines up a step by step plan from preparing for system shutdown to bringing the system back up, and post release activities. Addresses and mitigate s identified system issues, schedule deviations, and schedule delays that occur over the deployment weekend to allow our client to release the production instance to the customers on time.

* Built and managed detailed Release projects plans (as described in the role above)

* Oversaw the release of low risk change requests into production on a weekly basis

* Developed weekly deployment guidelines and procedures

* Worked closely with Application support and Infrastructure teams to deliver successful releases

* Handle and manage all escalations

July 2010 to November 2012

Change and Release Management Process Manager Contractor to Office of Enterprise Application Development, OS/ASA/OCIO,U.S. Department of Health and Human Services

* Manages the Change Management process for the Financial Enterprise Systems Management (FESM) team overseeing the delivery of needed system changes to FESM customers through a standardized process with minimal risk to production environments. Acts as the Change SME and leads the team in facilitating change meetings, communications, escalation requests, and ticketing tool (ServiceNow) activities. Serves as a conductor in management checkpoints and approvals in a multi-business environment. Coordinates and supports changes for Federal Year End close.

* Advises on existing processes and supports the reporting and analyzing of metrics data and audit findings. Coordinates with Continual Service Team to address remediation strategies, corrective action plans, and process improvements

* Conducted Change Review Boards and Evaluation Team meetings

* Oversee all that the processes were adhered to across all teams

* Manage all Change Requests in our HP PPM tool and ServiceNow Tool

* Managed team mailbox and address all customer questions and requests

* Drafted and Distributed all communications to clients

* Handle and manage all escalations

Nortel INC. RTP, NC

Information Services Global Change, Release, and Configuration Management

March 2006 to July 2009

Was in sourced back into Nortel from CSC. Position remained the same with the addition of the following:

ARB (Architecture review board) Process Manager:

* Administrating the flow of IS investment business cases through the aligned ITIL process.

* Insure purposed business case fit into our infrastructure.

* Host a weekly ARB meeting to approve or assign actions for upcoming business cases.

* Insure all data updates and communications.

Configuration Process Manager:

* Monitor the application side of our SAGE database. (CMDB, NAMS)

* Approve application data changes.

* Maintain data integrity in our application architecture.

* Grant and restrict access to portfolios

* Insure all applications have a maplink interface.

CSC (Computer Science Corporation) RTP, NC

Information Services Global Change Management on the Nortel Networks account

July 8th, 2002 to March 2006

Change and Release Manager:

* Manage on average 130 changes per week for USA and CALA regions.

* Chair weekly deployment change advisory board meetings

* Attend weekly Global change advisory board meeting

* Attend Filter meeting

* Manage the Change control process,

* Review all changes for release into the environment.

* Assist Change owners, Key technical support primes, and Service Delivery Managers with any questions that they may have.

* Run metrics to monitor release activity.

* Conduct Post implementation reviews on failed changes.

Nortel GCARS Administrator:

* Processing of changes, additions, or deletions in the tool.

* Performing tool audits monthly.

* Processing ID requests

* Manual Tool Data Mapping on a Global scale

* Dealt with over 1500 applications and insured list accuracy in the GCARS tool.

* Responding to general helpdesk type inquiries.

* Instructing courses GCARS training

January 2002 to July 8th 2002

IT Cross-Functional Specialist:

* DSR-(Daily Service Reviews), RCA (Route Cause Analyses) LCC (Local Change Control Coordinator, WFM (Workflow Manager backup), QC (Queue Coordination)

Nortel Networks RTP, NC

Information Services Cross Functional Specialist and Voice Software Technician

1999 to July 8th 2002 - Voice Service Technician

1997 to 1999 - CSR – Customer Service Representative

Organizations

Volunteer for Sigma Sigma Sigma (Delta Delta Chapter) House Corporation.

* A non-profit corporation where I held the CEO position (Retired)

* Over see 6 board members and 5 employees.

* Act as a land lord to 41 sorority women who live in a historical house built in 1856.

* Oversee the business and maintenance of the $1.5 million house with an annual operating budget of $150,000. Currently managing a $50,000 renovation.

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