Sr. IT Project Manager

TRACY GRUBBS-MELENDEZ

CYPRESS, TX 832-***-**** *********@*****.*** LINKEDIN: HTTPS://WWW.LINKEDIN.COM/IN/TRACYMELENDEZ PROFESSIONAL SUMMARY

DYNAMIC INCIDENT AND SERVICE MANAGEMENT PROFESSIONAL WITH OVER 2 YEARS OF EXPERIENCE IN DRIVING SERVICE RESTORATION, OPERATIONAL IMPROVEMENT, AND CHANGE MANAGEMENT. PROFICIENT IN ITSM TOOLS SUCH AS SERVICENOW AND REMEDY, WITH A STRONG ABILITY TO MANAGE AND PRIORITIZE COMPLEX INCIDENTS AND ISSUES. KNOWN FOR CRITICAL THINKING, PROBLEM-SOLVING, AND A COLLABORATIVE ATTITUDE, WITH A PROVEN TRACK RECORD IN DELIVERING EFFECTIVE SOLUTIONS AS PART OF A GLOBAL IT TEAM. ADEPT AT ENHANCING DATA AND ANALYTICAL CAPABILITIES TO IMPROVE SERVICE PROCESSES AND IDENTIFY IMPROVEMENT AREAS.

CORE SKILLS

● INCIDENT & SERVICE MANAGEMENT: EXPERTISE IN INCIDENT HANDLING, SERVICE RESTORATION, AND PROACTIVE PROBLEM RESOLUTION.

● ITSM TOOLS: SKILLED IN SERVICENOW, REMEDY, AND OTHER INCIDENT MANAGEMENT TOOLS.

● CHANGE MANAGEMENT: KNOWLEDGEABLE IN MANAGING IT CHANGES AND ADHERING TO CHANGE CONTROL PROCESSES.

● TECHNICAL PROFICIENCY: UNDERSTANDING OF INFRASTRUCTURE, NETWORKING, SECURITY PRINCIPLES, AND OPERATING SYSTEMS.

● ANALYTICAL PROBLEM-SOLVING: STRONG DATA MINING AND ANALYTICAL SKILLS FOR OPERATIONAL IMPROVEMENT.

● TEAM COLLABORATION: PROVEN TEAM PLAYER WITH GLOBAL TEAM EXPERIENCE, FOCUSED ON SHARED GOALS.

● COMMUNICATION & MULTI-TASKING: EFFECTIVE COMMUNICATOR WITH A POSITIVE ATTITUDE; ABILITY TO PRIORITIZE MULTIPLE TASKS AND PROJECTS EFFICIENTLY.

● STRATEGIC THINKING & DECISION-MAKING: BALANCING DETAIL WITH BIG-PICTURE CONSIDERATIONS, INFORMED DECISION-MAKING WITH INCOMPLETE DATA, FINANCIAL STEWARDSHIP

● LEADERSHIP & TEAM DEVELOPMENT: MENTORSHIP, BUILDING CROSS-FUNCTIONAL PARTNERSHIPS, CREATING INCLUSIVE ENVIRONMENTS, STAKEHOLDER INFLUENCE

SOFT SKILLS

● STRONG LEADERSHIP AND CROSS-FUNCTIONAL TEAM-BUILDING ABILITIES; COLLABORATION

● EXCELLENT WRITTEN AND VERBAL COMMUNICATION

● STRATEGIC THINKING AND PLANNING

● ADAPTABILITY TO CHANGING ENVIRONMENTS

● CONFLICT RESOLUTION AND NEGOTIATION

● ATTENTION TO DETAIL AND ORGANIZATIONAL SKILLS

● ASSUMPTIVE/PROACTIVE PROBLEM-SOLVING AND CRITICAL THINKING

● PROJECT MANAGEMENT (PMP METHODOLOGY, AGILE, SDLC PRACTICES)

● IT INFRASTRUCTURE & DATA CENTER MIGRATIONS

● APPLICATION ENHANCEMENT AND MIGRATIONS

● VENDOR AND STAKEHOLDER MANAGEMENT

PROFESSIONAL EXPERIENCE

INSIGHT GLOBAL FOR AT&T HOUSTON, TX

ITO PROGRAM MANAGER 2022-2024

● LED INCIDENT AND PROBLEM MANAGEMENT PROCESSES, SUCCESSFULLY COORDINATING SERVICE RESTORATION EFFORTS ACROSS CROSS-FUNCTIONAL TEAMS, RESULTING IN A 15% REDUCTION IN INCIDENT RESOLUTION TIME.

● UTILIZED ITSM TOOLS SUCH AS SERVICENOW TO MONITOR, TRACK, AND ANALYZE INCIDENTS, IDENTIFYING PATTERNS AND SUGGESTING OPERATIONAL IMPROVEMENTS THAT ENHANCED SYSTEM UPTIME AND PERFORMANCE.

● SUPPORTED GLOBAL TEAMS IN EFFECTIVE CHANGE MANAGEMENT PRACTICES, ENSURING UNDERSTANDING AND ADHERENCE TO CHANGE PROCESSES, WHICH IMPROVED CHANGE SUCCESS RATES BY 20%.

● ENGAGED IN CONTINUAL LEARNING OF TECHNOLOGY SYSTEMS TO ENHANCE TECHNICAL KNOWLEDGE, FACILITATING QUICKER ISSUE RESOLUTION AND PROVIDING INSIGHTS ON OPERATIONAL DEPENDENCIES.

● CONDUCTED ROOT CAUSE ANALYSIS ON RECURRING INCIDENTS, IMPLEMENTING PROACTIVE MEASURES AND PROCESS CHANGES THAT REDUCED RECURRENCE BY 10%.

KFORCE FOR HPE HOUSTON, TX

DATA CENTER PROJECT MANAGER 2021-2022

● DIRECTED GLOBAL DATA CENTER EXITS, OVERSEEING INFRASTRUCTURE BUILDS AND RESOURCE MANAGEMENT ACROSS REGIONS TO MEET STRINGENT PROJECT DEADLINES AND MAINTAIN ALIGNMENT WITH BUSINESS OBJECTIVES.

● SOLVED COMPLEX TECHNICAL CHALLENGES WITH MINIMAL SUPERVISION, WORKING ALONGSIDE ENGINEERS TO DEVELOP AND REFINE TECHNICAL SPECIFICATIONS FOR MIGRATIONS AND CHANGE IMPLEMENTATIONS.

● PRODUCED DETAILED PROJECT PLANS AND STATUS REPORTS TO ENHANCE STAKEHOLDER TRANSPARENCY AND ACCOUNTABILITY, SUPPORTING BUDGET MANAGEMENT AND FINANCIAL EFFICIENCY. INSIGHT GLOBAL FOR DXC TECHNOLOGY HOUSTON, TX

SENIOR PROJECT MANAGER / IT SERVICE MANAGEMENT SPECIALIST 2018-2020

● MANAGED LARGE-SCALE IT PROJECTS INVOLVING DATA CENTER BUILDS, SERVER MIGRATIONS, AND NETWORK UPGRADES, ENSURING ADHERENCE TO INDUSTRY STANDARDS AND TIMELINES.

● LEVERAGED ITIL METHODOLOGIES TO STREAMLINE INCIDENT AND PROBLEM MANAGEMENT WORKFLOWS, FOSTERING A 25% INCREASE IN PROJECT EFFICIENCY.

● ENGAGED WITH CROSS-FUNCTIONAL GLOBAL TEAMS TO SUPPORT SERVICE DELIVERY AND ENSURE SEAMLESS PROJECT HANDOVERS, IMPROVING TEAM RESPONSIVENESS AND SERVICE DELIVERY.

●

VERIZON BUSINESS/CAPITAL ONE BANK HOUSTON, TX

INFORMATION TECHNOLOGY PROJECT MANAGER 2011-2017

● LED IT INFRASTRUCTURE PROJECTS FOR RETAIL BANKING, INCLUDING NETWORK UPGRADES AND DATA CENTER MIGRATIONS, OPTIMIZING WORKFLOWS USING AGILE AND ITIL METHODOLOGIES.

● BUILT AND MAINTAINED TRUSTED RELATIONSHIPS ACROSS FUNCTIONAL TEAMS TO EXECUTE PROJECTS EFFICIENTLY, BALANCING TECHNICAL DEMANDS WITH BUSINESS REQUIREMENTS TO ACHIEVE STRATEGIC OBJECTIVES.

● DEVELOPED PROCESS DOCUMENTATION TO STANDARDIZE AND ENHANCE PROJECT DELIVERY AND AUDITING PRACTICES, IMPROVING TEAM ALIGNMENT AND OPERATIONAL CONSISTENCY.

EDUCATION & CERTIFICATIONS

ECPI UNIVERSITY GLEN ALLEN, VA

ASSOCIATES IN APPLIED SCIENCE; MAJOR IN COMPUTER SCIENCE AND NETWORKING 1999-2001 ITIL FOUNDATIONS V3 2015

Contact this candidate