Management Customer Service

Nicole Martin

**** ***** *** *******, ******* ***45

Telephone: 404-***-**** ******@*****.***

CAREER SUMMARY

Results-oriented, customer service-focused Change Manager with an 13 year track record of delivering effective high performance technology solutions and initiatives to meet challenging business demands. Recognized for extensive knowledge in all facets of information systems methodology through documentation, implementation, user training, quality review, and enhancement. Committed team player with proven analytical and problem solving ability to exceed business goals and build collaborative working relationships with vendors, offshore resources and all employee levels. Self-starter and creative problem solver with strong communication skills.

SKILLS SUMMARY

Change Management

MS Project

Vendor Management

MS Visio

Project Management

Sarbanes-Oxley

Business Collaboration

SharePoint

Process Improvement

Strategic Planning

Offshore Resource Management

Incident Management

MS Office Suite

Client Relationship Development

ITIL

Metrics Reporting

Customer Account Management

EXPERIENCE

FIDELITY NATIONAL INFORMATION SERVICES (Onsite at Ceridian), Atlanta, GA 2011 – Present

Change Manager

Established quantitative measurements and techniques for change activity, utilizing problem solving techniques with a practical and analytical approach. Also established change management policies and procedures.

Decreased infrastructure change rate by 5% which minimized production interruptions through strategic planning and elimination of unnecessary activities.

Managed cross-functional team of five professionals in streamlining and automating the change management process by implementing CA Service desk and now currently Service Now tool.

Work with cross functional teams and change owners to ensure all requests for changes are executed according to defined policy and process so that change is introduced with minimal disruption to the business and meets internal, federal and third party audit requirements.

Managed Application/Hardware/Infrastructure changes minimizing the impact to service quality and improving day to day operations of the organization.

Utilized data metrics to generate executive reports allowing executives to improve utilization of resources and decision-making on technical upgrades.

Collaborated with internal and external KPMG auditors ensuring all changes are within SOX and SAS 70 guidelines.

FIDELITY NATIONAL INFORMATIN SERVICES, Atlanta, GA 2010 – 2011

Senior Incident Management Analyst (2009-2011)

Act as liaison between technical and non-technical teams, to ensure all project escalations are managed to completion. Coordinate activities and tasks among technical departments and other organizations as needed to proactively resolve issues through problem management and meet SLA’s. Analyze data and develop solutions to streamline system integration, incident and problem management process. Manage all aspects of assigned customer projects including new implementation, server virtualization, data center consolidation, wireless networking implementation, network infrastructure upgrade, IT security and audit remediation, etc.

Facilitate the technical conference bridge, manage the resolution of the high impact situation to completion and Lead Root Cause Analysis activities within an ITIL based structure.

Provide timely account status reporting both to customer and executive management.

Work closely with Executives, Product/Project Managers, Production Technical Support, and Software Developers to manage incidents.

Nicole Martin Page Two

FIDELITY CORPORATION (Continued)

Lead infrastructure upgrades across the enterprise resulting in business improvements, increased efficiencies and productivity.

Responsible for providing incident reports of resolution and communication to customer and executives.

Manage SharePoint site that included process, escalation procedures, and metrics reporting.

Recognized by senior management for setting realistic project milestones to successfully meet response times related to incidents.

CERIDIAN CORPORATION, Atlanta, GA 2006 – 2009

Siebel Production Support Analyst II

Acted as liaison between Ceridian and IBM while assisting customers in maintaining 99-100% uptime with the Siebel application. Utilized ITIL/ITSM and Project Management concepts and HP Openview tool to ensure customer deliverables were met.

Siebel 7.8 application owner of technical support for all Siebel Users in partnership with IT organizations.

Develop and assists business to deliver end user training to call center new employees / groups.

Participates and may lead the business Siebel Change Request Committee ensuring effective coordination with Global business users.

Represents the business process to the IT community during discussion of improvements of projects.

Perform the Diagnostics Siebel Application in internal/external audits.

Provides subject matter expertise for development/testing/change implementation/commercial support for Siebel to ensure internal/external customer satisfaction.

Responsible for system upgrade planning assistance to maintain business requirements of 99% system uptime.

Utilized system availability reporting to explore opportunities to up sell service levels to customer base.

Enhanced customer’s IT environment to accomplish business goals.

CERIDIAN CORPORATION, Atlanta, GA 2002 – 2005

Implementation Consultant

Successfully implemented Ultipro payroll software to midmarket business customers 500 to 1000 employs.

ADP, Alpharetta, GA 2000 – 2002

Implementation Consultant

Successfully implemented Sourceweb payroll software to small business customer’s 1to100 employees.

EDUCATION

ITT Technical Institute, Computer Network Systems Atlanta, GA

AS Aug, 2013

ITILv3 Foundations Certification June 2014

PROFESSIONAL ASSOCIATIONS

Member of Atlanta Technical Honor Society

Contact this candidate