Management Manager

Gary D Tough

Colonial Park/Linglestown *********@*****.*** 717-***-**** (c)

Har r isburg, PA 17112 h ttp://www.linkedin.com/pub/gary-d-tough/32/78b/0 717-671-

**** (h)

SU M MARY

Change/Improvement Analyst with balanced, positive approach. Extensive progressive IT

experience in health insurance, manufacturing, and retail companies, with primary scope

i n Software Administration, Change Management, Audit/Compliance, and Process

I mprovement. Creatively applies technical business skills to solve problems and ensure

company success. Strong interest in marketing/advertising components.

PROFESSIONAL EXPER I E NCE

H IG H MARK, I NC., Camp Hill PA

2001 – 2014

Production Support Analyst – Software Administration, Application Management,

Scheduling

C hange Management Analyst I I – Chg assessment, Audit/Compliance, Business

Continuity, Analytics

I nfr astructure Analyst

• Technically configured/implemented Camp H ill Business Application Systems into

t he Endevor Software Management product and co-managed the steering

committee. Completed ahead of schedule without incident.

• Served as primary Department coordinator/liaison for Audit requests, Management

Surveys, and process narrative document revisions. Addressed/resolved existing

f indings without a reoccurrence and kept the documentation updated with process

changes for 5 years.

• Performed bi-annual Business Continuity Plan review/testing of Production

Support and Change Management staff for 3 years. Walk-through’s completed

ahead of schedule and 10% above the call response target.

• Facilitated improvement requirements development for Cognos Report Studio,

SharePoint, and Service Manager Customization. Collaborated with technical

administrators to design, test, implement, and support. The results were improved

communication, validation and efficiencies.

• Managed Change quality review, reporting, and communication of Infrastructure

and Business Application System components. Assessed: content;

i nterrelationships of configuration i tems or affected services; r isks/impacts;

approvals; testing; scheduling; and post implementation results. Achieved Goals of

99.6% pre-approval; 10% volume increase, and reduction of Expedited priorities.

• Owned int ranet SharePoint sites for Change Management and Endevor/Harvest

A pprover Group Certifications. Responsible for accesses, communication, content,

and annual Custodian review. 100% custodian certification was completed on time

for my 2 year involvement.

• Created monthly and ad/hoc process metric and t rending information. This

monitored effectiveness, supported goals adherence and identified improvement

opportunities (Excel/Word).

A DD I T IONAL RELEVANT EXPER IENCE

Performed duties related to: Production/Change Management, Standards compliance,

P rocess Improvement & Software Administration.

G ary Tough 717-***-****

Page 2

• BOOK OF T HE MONT H CLUB, Mechanicsburg, PA, P roduction Services

A nalyst

Led project to implement and manage Time Warner’s Advanced Function Printing

changes through Endevor. Completed on time with no defects.

• CARPENTER TECHNOLOG IES, Reading, PA, C hange Management Manager

Developed and implemented the base Change Management processes.

• GNC, P ittsburgh PA, I ndependent Consultant

Completed configuration of PVCS to customer requirements within a limi ted budget as

a savings over software vendor support.

• CAP ITAL BLUE CROSS, H a r r isburg, PA

1983 – 1999

Documentation Analyst, Product Administrator,

S upervisor-Programming Support and Systems Technician.

Production and Change Management, Standards compliance, Software Administration

- M anaged 5 Programming Support Specialists responsible for secured production

i mplementations with required standards and documentation. No defects / audit

f indings sited.

- Responsible for software administration of Endevor, PVCS, and Docu/Text with no

d irect outages.

- Chairperson for weekly Change Management meetings responsible for facilitating,

scheduling, consensus/reporting, and departmental representative on the corporate

s tandards commit tee.

- Led projects with cross functional teams to improve processes and

acquire/configure/ implement software such as Endevor, PVCS, and Docu/Text.

Achieved company savings that exceeded salary.

- Held positions on the Endevor National User Group (conference presentations) and

t he Advisory Council for Legent (enhancement prioritizations). This provided direct

vendor network influence.

E D UCAT ION / PROFESSIONAL D EVE LOP ME N T

B. S., Business Administration, Wilkes University, Wilkes-Barre, PA

Concentration in Marketing/Advertising

Completed Information Systems classes, Har risburg Area Community College, Har r isburg

PA

M ainframe and open programming classes, AIX, database, and SQL

• TQM (Total Quality Management) Certification

• T raining in Leadership, Assertiveness, Writing, and Facilitation

• 5+ years small group facilitator

T EC H N ICAL SK I L LS

• I nformation Technology I nf rastructure Libra ry ( IT I L) Foundations and

C hange Certification

• Service Manager (HP) for I ncident, Problem, and Change Management

• Cognos Report Studio

• M icrosoft Office Applications

• Administrator Certification, Endevor and Ha rvest

Contact this candidate