Change Manager

Lina King

linkedin.com/in/linaking

**********@*****.*** 226-***-**** Brampton, Ontario

Results driven Change Manager with over 18 years of well-developed expertise in managing teams in life-cycle implementations for customer facing engagements across Financial Services and Retail industries. Decisive, action-orientated and results-focused professional with extensive experience in project coordination in various sized organizations. ITIL V3 Foundations certified.

Areas of Expertise

Issue Management

SharePoint

Release Management

Relationship Management

Scope Change Control

Defect Management

Risk Assessment

Scope Planning

ITIL Processes

Professional Experience

Hewlett Packard / Change Manager 2012 – 2016

Evaluated and scheduled Requests for Changes; managed risk factors impacting the hardware, software, network and environments of complex systems; interfaced with both technical and non-technical teams, providing conflict resolution and problem solutions.

Lead change management planning and implementations for business environment changes impacting an organization of 250,000 + employees and leaders, resulting in release patch defect resolutions.

Maintained > 95% accuracy rate analyzing Request for Change tickets verifying each Request for Change had proper implementation plan, back out plan, risk factors, possible conflicting change schedules & critical paths

Created between 40-70 Request for Changes monthly utilizing HP Service Manager and Digital Workflow systems

Tracked all IT production and staging changes and reported on completion rate, success rate, resources required, and production outages.

Participated in the systems implementation process by defining business requirements and processes, developing test strategies and test cases, defining user procedures and workflows, developing conversion and implementation strategies, and providing post-implementation support.

Collaborated with support and development teams to create and author "Production Readiness" process and documentation decreasing implementation issues / errors, reducing application and system downtime, and increasing resolution capability.

Created communications to alert users to methodology software changes, and provided regular user forums to review changes and ensure adoption.

Facilitated routine Change Advisory Board meetings reviewed upcoming changes, confirmed all required approvals have been obtained and ensured production change requests are updated correctly post deployment. Meetings held weekly with application leaders and stakeholders to review and approve business and system changes.

Maintained online Global Change calendar and coordinated events with enterprise business calendar; ensured communication with all business units.

Lina King Page 2

Hewlett Packard / Technology Consultant 2007 – 2011

Program QA Lead for clients including Royal Bank of Canada and Kraft Canada.

Royal Bank of Canada (RBC)

Managed testing of client server applications encompassing over 3000 servers and 1200 applications for DataCenter migration at Royal Bank of Canada. Project completed on time.

Met with application owners from business areas (Capital Markets, Wealth Management, ie) to review test cases and ensure that business areas had suitable and comprehensive connectivity testing to validate applications

Presented test cases for the application migrations at the Change Advisory Board meetings for approval

Scheduled third party testing with vendors dealing with banking operations

Proven successes in coordinating and facilitating multi-disciplinary project teams by instilling ownership

Kraft Canada

Managed global testing team of 11 testers providing ongoing guidance and support to oversee smooth operations

Liaison with Business units and IT deployment areas in applications sequencing meetings

Managed certification requests through all phases (Assessment & Planning, MSI Packaging, Testing, Problem Resolution and Deployment) resulting in deploying applications on schedule

Provided post migration support for applications after migrations

Managed software deployment projects in 3 global regions

Kraft Canada / QA Lead 2004 - 2007

Managed QA lab staff consisting of 7 team members, providing direction and support

Scheduled and prioritized packaging requests submitted to QA Lab

Managed Software Listing database for new\upgraded deployments

Met with Business teams to determine new packaging requests

Deployed Microsoft Security Patches monthly in accordance with policies

Kraft Canada / Software Deployment Analyst 2002 - 2004

Experienced with Software Distribution Deployment Creating Packaging, Collections and Advertisement. Technical knowledge of Software Distribution Delivery Failures and escalation to appropriate support groups. Experienced with Microsoft Active Directory 2003 and Group Policy Object.

Education/Training

Graphic Design Diploma. George Brown College, Toronto

Incident Management Process, Request Management Process, HP Service Manager

Leadership and Training Courses

ITIL V3 Foundation Certification

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