Customer Service It Analyst

ALSON WOODROME

**** * ****** ** **** N, Brazil, IN 47834 *********@*****.*** 309-***-****

IT Analyst Seeking A Growing and Innovative Company Experienced IT Technical Analyst expanding on 20+ years of improving operating systems to meet business goals. Proven track record of development, problem solving, communication, and reliability. Personally fulfilled when helping organizations positively impact their employee and customer experience.

Knowledgeable IT Analyst focused on creating and collaborating with businesses to secure information and simplify business objectives. Signature skills include critical thinking, data visualization, presentation skill, and defining improvement opportunities. Detail Oriented Investigative Engaged Results Driven Exceptional Customer Service PROFESSIONAL EXPERIENCE

OSF Healthcare 2019 to 2021

IT Service Center Analyst and Event Manager - Center for Information Management Improve and maintain technical systems ensuring all employees have technology needed to complete their work while safeguarding important information. Communicate any service impacting incidents observed.

• Define, analyze, and deliver solutions to customer concerns

• Accurately document all customer contact, problems areas, and solutions into appropriate databases

• Display superior organizational skills when multi-tasking by remaining detail oriented

• Engaged, professional communicator both verbal and written during critical, time-sensitive service-impacting incidents

State Farm Insurance

2017 to 2019

IT Analyst – Department Operations

Accountable for development and dispersal of EOM (Excellence in Operations Management) best practices, tools/techniques, and principles throughout Enterprise Technology. Facilitated and organized Kaizen Events, Process Mapping, Solution Design, Process Improvement, Stakeholder Analysis and Value Stream Mapping.

• Saved the company $1 Million by reducing waste on jobs that no longer needed auto print function.

• Created training and mentorship program allowing for a more consistent onboarding process.

• Simplified internal Kaizen Events resulting in a consolidated cost savings of $3 Million.

• Verified Business Continuity Plans were documented, reviewed, exercised, and updated in compliance with the Business Continuity Management (BCM) Enterprise Policy.

• Lead advocate for the BCM Program and all related standard of operations policies.

• Collaborated with leadership to support a team of 40 Plan Owners to oversee their BCPs resulting in 20 approved documented business plans and 2 technical recovery plans. Technical Analyst Security – Department Operations 2015-2017

Collaborate with a team gathering information and translating vague, disjointed information into valuable Risk Summaries used by the IT Risk Review Board to manage information security risk.

• Analyzed software and hardware risks on the organization prior to implementation

• Conducted meetings that paved the way to implement preventative security measures to reduce risk on the organization saving the company millions in legal fees, fines, lost sales, and ultimately customers.

• Evaluated inherent and residual risk of the organization by inspecting hardware and software components

Alson Woodrome Page Two

Technical Analyst – Enterprise Content Management 2000 to 2015

Executed a strategic approach for designing, delivering, managing, and approving the way change/ release management operated. The administration of IT Service Management framework established the right processes, people, and technology fit together to reach business goals with Enterprise Content Management.

• Established a consistent IT change management approach which minimized overall risk to the IT environment while verifying each change was approved by appropriate stakeholders and documented in detail.

• Authored the process related to IT Release (both hardware and software) that standardized each IT Release to minimize overall risk to the IT/ business environments.

• Acted as liaison between enterprise process owners and users.

• Created all processes related to Incident Management for users and trainees

• Tested new enterprise tool for service management EDUCATION

MidState College – Peoria, IL 1986

to 1987

Certification Diploma in Airline / Travel ITIL V3

Certified

AREAS OF PROFICIENCY

• Lean Six Sigma Methodologies

• IT Training and Development

• Continuous Improvement

• Organizational Change Management

• IT Service Management with emphasis on Change and Release Management

• Business Continuity Management Disaster Recovery Management

• Agile Methodology

• Scaled Agile Framework

• Records Management

• IT Risk and Compliance

• New Employee Onboarding

• Electronic Document Management

• Customer Service

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