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IT Service Management

San Diego, California, United States
January 20, 2017

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Kim Newell IT Service Management Process 719-***-****

Entrepreneurial, innovative, and dedicated leader with extensive and successful process design experience in complex IT environments. Analytical professional skilled in ensuring business goals are achieved. Collaborative communicator continually focused on building relationships and promoting synergy across business lines and global units to drive positive change, cohesive and comprehensive business approaches and enhanced profitability. Areas of expertise include:

ITIL, CMMI, and ISO Process Implementation & Practice

IT Risk Management

SOX Compliance

IT Performance Reporting & Analysis

Project Management

Requirements Management

Team Leadership

BMS Remedy ITSM Suite

MS Office Proficient

Experience & Notable Contributions

RELOCATION San Diego, CA November 2016-Present

VECTRUS SYSTEMS Colorado Springs, CO February 2015 – October 2016

IT Change Manager; IT Process Governance & Compliance

Planned, directed, and coordinated change and release management activities to release new and changed services, systems, and decommissions to consistently meet business goals and requirements, working with complex projects, multiple dependencies, and cross-impacts. Identified IT project and compliance risks and quickly resolved issues in coordination with technical subject matter experts and business units. Tailored industry-accepted standards and frameworks (ITIL, CMMI, ISO) to create full lifecycle IT policy, plans, and procedures, and made recommendations for continual process improvement based on metrics, audit findings, and operational requirements. Created and provided monthly IT service management status reports to senior management including process maturity, audit status, and operational metrics. Key point of contact and facilitator for SOX audits, IT risk controls, and internal and external audit events.

Key Accomplishments:

Reduced risk to IT services and infrastructure by implementing an effective change and release management process using ITIL and ISO 20000 methodologies, including change categorization, maintenance windows, risk identification, change advisory board, release verification and validation. Yielded a 100% reduction in unauthorized changes in 6 months.

Proved effective IT risk controls during SOX compliance audits and received certification by audit authority (change and release management, access management, batch job monitoring, physical security, quarterly access reviews).

Achieved a Maturity Level 3 credential for CMMI-DEV and ISO 20000 re-certification.

Drove continual service improvement by collecting and analyzing performance data, identifying performance shortfalls, and developing corrective action and improvement plans.

NORTHROP GRUMMAN INFORMATION SYSTEMS Schriever AFB, CO January 2007 – February 2015

IT Asset & Configuration Manager; Process Engineer (April 2012 – February 2015)

Assisted with planning and implementation of a CMDB and IT asset and configuration management program in a global DoD environment using BMC Remedy, BMC Atrium, HP Openview, and Microsoft SCCM. Designed IT asset and configuration management data integrity auditing. Led cross-functional technical and governance requirements board to support configuration management system development. Supported IT organization with process improvement program.

Key Accomplishments:

Improved asset and CI tracking, and reduced infrastructure risks, by integrating IT asset and configuration management tasks into service transition and operations lifecycle phases.

Organized and facilitated a requirements review board to assess, review, and validate requirements for enhancement requests for IT service management application, improving communication between business, design and operations functions

Participated in developing a system hierarchy by identifying relationships between critical services and deployed CIs as defined by the Service Catalog and configuration management plan.

Raised CMDB data reliability by leading a data defect correction project using defect reports, root cause analysis, and corrective action plans, improving reliability of asset/CI attributes by 65% over 3 months.

Key contributor to SCAMPI A audit resulting in a first-time CMMI for Services Maturity Level 3 credential for prime contractor IT organization.

Senior Administrative Professional; Process Coordinator (January 2007 – March 2012)

Provided executive administrative support for the Program Management Office on a major Department of Defense contract.

Key Accomplishments:

Improved compliance with contractual and corporate mission assurance program (CMMI) by analyzing IT services processes, conducting gap analysis of process outputs, and reporting deficiencies to program manager for action

TARSADIA HOTELS Newport Beach, CA 2003 – 2006

A provider of turnkey solutions for the investment, development, and management of hotel properties in major metropolitan cities.

Sales System Administrator

Oversaw enterprise application and database administration. Trained and managed an enterprise team of Sales Coordinators and Sales Staff.

Key Accomplishments:

Contributed to significant, organization-wide sales increases: $113M in 2004 and $160M in 2005.

WYNDHAM HOTELS & RESORTS San Diego, CA 2001 – 2003

A US-based hotel and resort chain with locations in Canada, Mexico, Colombia, Ecuador, Turkey, Germany, the UK, and the Caribbean.

Sales System Administrator

Performed application and database administration of Newmarket Delphi application. Trained and supervised a team of Sales Coordinators, ensuring performance excellence and standardization.

Key Accomplishments:

Established best practices and standards of operation for group sales and catering sales teams ensuring accurate sales calculations resulting in commissions

Implemented and managed a successful guest services program to improve customer retention levels.

Education & Certifications

Bachelor of Science in Information Technology with Specialization in Organizational Leadership


ITIL v3 Foundation & Capability Stream Certified

CMMI for Development v1.3 & Services v1.3 Certified

Six Sigma Green Belt Certified

Train the Trainer Certified

Security Clearance (Secret)

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