ITIL Change Manager
Resume:
William K. Mason
********@*****.***
***-
OBJECTIVE
My key objective is to provide leadership in a professional environment
providing excellent customer service while utilizing my previous experience
and proven capabilities. Preferred position will offer opportunities for
leadership, professional growth and advancement.
BACKGROUND SUMMARY
Information Technology professional with over twenty years' experience.
Skilled in management, scheduling, planning, budgeting, process
improvement, procedural development, documentation, supervision, training,
communications, business development, and problem solving. Also
experienced in technical support such as hardware/software troubleshooting,
repair, training, NT administration, network implementation, Microsoft
Exchange administration, centralized faxing, intranet development, and
imaging. Certified SMT technologies, and possess excellent work habits.
ITILV2, V3 and Change and Foundation Certified.
PROFESSIONAL EXPERIENCE
September 2013 A/V and Desk side Support
To
Present Noble Energy, Inc. - Houston TX.
. Responsible for service levels and work performed in Infrastructure,
Helpdesk, and PC Support.
. Monitor and assign tickets in accordance with the SLA.
. Support all audio/visual equipment to include break fix, configuration
and deployment of new equipment.
. Helping develop both Problem and Incident management process.
September 2007 Change Coordinator
To
July 2013 Aker Solutions - Houston, TX.
. Participated in the development and rollout of the ITIL V2 Change Process
in North America.
. Participated in the development and rollout of the subsequent Global ITIL
V3 Change and Release.
. Facilitate Global Bridge calls during an Emergency outage following ITIL
defined process.
. Issued WO's to the responsible disciplines to record cause and risk.
. Submit PIR reports to global managers and team leads to assist in the
reduction of ECR.
. Ensuring that all changes adhere to the Change and Release Process.
. Managing changes from conception to completion, including assisting in
the development of the change (release and roll back plan, communication
plan, etc.).
. Helped develop strategies and time lines in order to implement future
improvements for the enterprise.
. Coached managers and supervisors to effectively make changes and handle
possible resistance, as well as developed training plans for employees
that the changes would affect.
. Helped develop the touch points for Problem Management into the Change
process, ensuring the success of the Problem Management process.
. Managed Resources assigned to me for Site Rollouts, Hardware refresh's
and other IT related projects.
. Coordinated Resources assigned during Maintenance weekends to ensure
minimal customer disruption.
August 2004 Site Manager/Technical Support Analyst II
To
September 2007 Aker Solutions - Houston, TX.
. Desktop Support, Help Desk and Network Support for Aker Solutions
including monitoring of daily operations, project timelines, hiring,
evaluations, group objectives, training, reporting and statistics.
. Worked with local offices in Houston and other cities worldwide to
develop and improve processes and appropriate executive notifications and
escalations.
. Created and published monthly reports on trend analysis, call flow,
response time and call count for the Board of Directors and publication
to an intranet.
. Provided Remedy administration and also development, consulting and
implementation of Remedy reports in SQL. Included design, maintenance,
upgrades, and beta testing.
. Developed and implemented policies, processes and procedures for support
staff.
. Implemented and supported BES server along with the Blackberry and
Windows mobile handheld devices.
. Monitored adherence to process
Applications supported: Remedy, Crystal Reports, MS Office
Professional XP, MS Front Page, MS Outlook, Internet Explorer, Adobe
Acrobat, SQL, HP OpenView, SAP, ACAD, Solidworks, E-Tap, AMSYS, LMS
AMESim, and several in-house applications.
April 2003 Manager Command Center
Thru
August 2004 Greater Harris County 911 - Houston, TX.
. Managed Desktop Support, Help Desk and Network Support for all of the 911
answering points in Harris County including monitoring the daily
operations, project timelines, scheduling 24 hour helpdesk, hiring,
evaluations, group objectives, training, budgeting, reporting and
statistics. Also developed new processes, escalation procedures, mission
statement and documentation.
. Worked with county officials and mayor's offices in Houston and other
cities supported by the 911 Command Center to develop and improve
processes and appropriate executive notifications and escalations.
. Created and published monthly reports on trend analysis, call flow,
response time and total 911 call count for the Board of Directors
. Provided Heat administration and also development, consulting and
implementation of Front Range Heat on SQL. Included design, maintenance
(profiles, edit sets, auto tasks, BPAM rules), upgrades, and beta
testing. Developed training for Heat on the Go, Heat Self Service, ATG
as well as documentation.
. Developed and implemented policies, processes and procedures for support
staff.
Applications supported: Front Range Heat, Crystal Reports, MS Office
Professional XP, MS Front Page, MS Outlook, Internet Explorer, Adobe
Acrobat, SQL, and several in-house applications.
William K. Mason
April 1999 Project Manager - Infrastructure and End User Services
Thru NT/2000 Server Engineer
March 2003 SCI Management L.P. - Houston, TX.
. Overall responsibility for service levels and work performed in Server
Administration, Infrastructure, Helpdesk, and PC Support. Managed
outsourcing vendor.
. Key responsibilities included disaster recovery documentation, NT
Administration, Exchange Administration, and Project Management. Also
responsible for Crystal Reports development, imaging, centralized
faxing, and intranet development,
. Designed and implemented Heat problem management system including
design, maintenance (profiles, edit sets, auto tasks, and BPAM rules),
upgrades, beta testing, and custom development of the Heat Self
Service web page. Also responsible for Auto ticket generator,
training, and documentation.
. Management and training of the Helpdesk and PC Support staff for three
national offices located throughout the U.S...
November 1997 SERVICE ENGINEER
Thru
February 1998 American Memorial Life - Rapid City, SD
. Responsible for service levels and work performed in Network
Administration, Infrastructure, Helpdesk, and PC Support.
. Additional responsibilities included NT Administration, Exchange
Administration, and imaging, centralized faxing, and intranet
development.
. Management and training of the Helpdesk and PC Support staff for three
national offices.
September 1992 PROFESSIONAL SERVICE TECHNICIAN
Thru
October 1997 Hewlett Packard - Spokane, WA.
. Lead on-site technician, serviced accounts.
. Maintained contracts, Network Administration and support.
. Implemented wiring of new hardware and software packages, repairing
hardware, software support and training, on-site contract work and
associated administrative responsibilities.
March 1989 Hyster Driver, Data Entry
Thru
August 1992 Columbia Lighting - Spokane, WA.
. Responsible and accountable for operation of service department and
hardware sales.
. Key responsibilities included monitoring office operations, profit and
loss budgeting, working with vendors, managing all security functions,
and presenting information to management.
. Provided analysis and reporting, hiring, training, promoting and
counseling of service personnel
EDUCATION
1989 -1992 Washington University
ADDITIONAL EDUCATION
Hewlett Packard SMT Certified
Hewlett Packard Warranty Authorization Courses
Dell Warranty Certified
Compaq Warranty Authorization Courses
Microsoft Access
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Microsoft Networking Essentials
Microsoft Exchange Server
Microsoft IIS
Microsoft Server Operating Systems 2003- 2008
SMS/SCCM
VoIP protocol
Implementing and Supporting Windows 95-Forty-Hour Course
Implementing and Supporting Windows NT-Forty-Hour Course
Various Computer / Printer Repair Courses
Dale Carnegie Communications Course
Front Range Heat Administrator
Remedy
Kronos
HPOV
Pallas
Option 11
Vesta
Crystal Reports for Heat
7 Habits of Highly Effective People
Crucial Conversations
ITIL Change and Foundation V2
ITIL Change and Foundation V3
ITIL Service Capability: Release, Control and Validation
Contact this candidate