Configuration Management Specialist

Janet Baker

Rochester Hills, MI 586-***-**** *****.*******@*****.*** Linkedin.com/in/janet-e-baker

Configuration Management Specialist

PROFESSIONAL SUMMARY

Dedicated IT professional with extensive experience spanning application support, integrations, and system support. Specializes in optimizing application deployments for heightened efficiency and performance, underscored by expert resource management and forward-thinking technology evaluations. Demonstrates a rich history of Disaster Recovery coordination, technical documentation, and robust application implementation. Renowned for analytical prowess and meticulous attention to detail, consistently achieving success in Data and Change Management. Possesses exemplary communication skills, fostering synergy in cross-functional teams and adapting seamlessly to dynamic environments. Eager to enhance Configuration Management capabilities in the next chapter of my career.

AREAS OF EXPERTISE

Data Management

Change Management

System Analysis

Analytical Aptitude

Root Cause Analysis

Business Insight

Remote Administration

Dynamic Leadership

Cross-Functional Teams

Application Deployments

Data Storage Infrastructure

Migrations & Deployments

Advanced Support Tools

Configuration Management

Project Coordination

Process Documentation

Troubleshooting & Analysis

DoD Secret Clearance

PROFESSIONAL EXPERIENCE

Configuration Management Specialist Leidos Reston, VA Jan 2020 – Jul 2023

Spearheaded Release Management, Change Management, and Configuration Management activities for the Airborne ISR (AISR) system, resulting in a 20% improvement in system deployment speed and 98% stakeholder satisfaction.

Managed application support for the CAD software, Solidworks PDM, processing over 100+ access requests annually. Reduced template update time by 30% and resolved workflow issues, improving overall efficiency by 18%.

Diligently reviewed and approved 1000+ Mechanical and Electrical drawings in PDM annually, streamlining the CAD Release Management process and ensuring 99.5% accuracy in document validation.

Conducted quarterly audits of the CM Repository, ensuring data integrity across the system. Identified and rectified an average of 18+ inconsistencies per audit, enhancing system reliability.

Applications Technical Analyst Leidos Reston, VA Jan 2019 – Dec 2020

Delivered exceptional 24x7 customer support for Trinity Health clients across 200 locations in 22 states, achieving a 98% customer satisfaction rate, surpassing SLA targets by 10%, and ensuring timely project deliverables in collaboration with cross-functional teams.

Achieved a 95% reduction in client response time, decreasing it from one minute to mere seconds. Coordinated closely with technical and business teams to upgrade servers and the PatientSecure application, enhancing overall user experience.

Established and built strong relationships at all organizational levels by resolving 300+ incidents monthly, offering superior service, and consistently identifying opportunities that boosted efficiency and productivity in high-stakes project areas.

Championed the initiative to update system documentation by critically analyzing existing data, spearheading process creation for team members, and overseeing the SharePoint site. These efforts expedited customer issue resolutions by 30% for several Revenue applications and ensured immediate accessibility of up-to-date documentation for business teams and the service desk.

Applications Technical Analyst Trinity Health Livonia, MI Jan 2014 – Dec 2019

Orchestrated technical support, project rollouts, and training agendas for a non-profit health system, efficiently prioritizing tasks, conducting QA on an average of 150+ items weekly, scrutinizing work queues daily, and mitigating complex issues, resulting in a 15% boost in system efficiency and user satisfaction.

Led the effort in developing and preserving vital technical documentation and training essentials, spanning Disaster Recovery plans and database handling, fostering transparency across various multifunctional teams and enhancing support for 12 critical applications.

Functioned as the Technical Lead for two pivotal application ventures: Imprivata's PatientSecure and Panacea's ClaimsAuditor. Curated system documentation and developed 50+ knowledge-based articles for the service desk and business units, achieving a 30% improvement in system functionality and escalating first-call resolution rates by 40%.

Augmented team productivity by devising training and reference content for Revenue application assistance. Conducted individualized training sessions with 6+ new team members annually, fortifying the team's ability to efficiently handle on-call responsibilities and slashing response times by 25%.

EDUCATION & CERTIFICATIONS

Bachelor of Science in Business Administration, Walsh College Troy, MI

CompTIA Network+, CompTIA 2018

Windows Server 2008 R2 Administration, Microsoft 2014

iTIL v3 Training and Certification, Axelos 2013

TECHNICAL PROFICIENCY

Database Management: Microsoft SQL Server

Programming Languages: C, JAVA, Visual Basic, COBOL

Server Administration: Windows and Unix

Communication: SharePoint, Teams, Office 365

IT Mgmt/Administration: ServiceNow, Active Directory

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