Manager Service

KATRINA DIXON

Austin, TX 1-512-***-**** **********@*****.*** https://www.linkedin.com/in/trina-dixon- itil-sme-servicedelivery/

PROFESSIONAL SUMMARY

Experienced project and change management professional holding over 13 years’ experience in IT & Service Operations, and Service Delivery. Leader in Change, Project, and Release Management in a global 24x7 environment. Qualified in driving integration, improvements, documentation, and support strategies. Excellent organization skills with the ability to motivate people across the organization to provide solutions and ensure the organization and successful but cost effective by doing the right thing. EXPERIENCE

Fiserv, Austin Texas (Remote)

ServiceNow Change Manager Coordinator 8/2019 – 1/2020

• SME over team of eight and held accountable for reviewing and approving change tickets in ServiceNow

• Assisted with project initiatives utilizing ServiceNow

• Identify improvement opportunities & communicate with key players for updates & outcomes

• Responsible and accountable for auditing tickets to ensure process adherence

• Reliable to ensure change tickets are documented and tested before approving and implementing

• Articulate, precise and diplomatic with communications, demonstrating strong written and verbal communication skills

Q2eBanking, Austin Texas (Remote) 9/2018– 1/2019

Senior Project Coordinator

• Assisted with documenting business requirements regarding the roll out and implementation of ServiceNow

• Organized and controlled project activities through communicating risks and engaging key stakeholders

• Accountable for monitoring its progress, coordinating meetings, and overseeing members of the project team

• Create Visio and PowerPoint around process and training

• Excellent with communications, demonstrating strong written and verbal skills Informatica, Austin Texas (Remote)

Senior IT Service Management Analyst 5/2017 – 5/2018

• Trained team members around ITSM processes (change, incident, problem, and request management)

• Coordinated with cross functional teams to perform root cause analysis of problem/incident tickets

• Gathered knowledge articles from teams to publish and share in the organization

• Ensured documentation and sharing of the current knowledge base, as well as the retention and dissemination of specialized knowledge possessed by departing personnel.

• Managed weekly metrics and distributed to the teams

• Documented technical and ITIL processes and procedures, project and program information, and resolutions/workarounds.

NTT Data, Austin Texas (Remote)

ITIL Consultant 4/2013 – 11/2014

• Introduced the ITIL Change, Problem, Incident Management module to replace an outdated manual process in IT using ServiceNow, thus resulting in a time savings for the department and improving the auditing process

• Directed Change, Problem & Incident management process improvement initiatives across quality assurance, customer support, systems engineering, information technology, and security

• Fostered relations with Business Service Managers, Service Owners, and stakeholders to drive service improvement

• Provided 100% ROI for customers moving away from paper and manual processes by adopting ServiceNow ITIL processes

• Implemented and designed change, problem, and incident management workflows in ServiceNow Dell Computer, Austin Texas

ServiceNow Change Lead 4/2006 – 4/2013

• Headed the Change, Incident, Problem and Knowledge management process in Remedy during the ServiceNow upgrade while running 2 additional programs simultaneously and providing structured leadership for global employees

• Designed and led Change, Incident, Problem and Knowledge management processes and produced standard operating procedures (SOPs) for all processes.

• Assessed requests for change (RFCs) from inception to completion and provided updates for stakeholders and leadership regarding the outcome to change

• Lead conference calls related to Severity 1 bridge and engaged appropriate teams to participate to dig for root cause

• Drove process improvements to ensure the minimal risk were taken in the IT environment

• Interfaced with internal auditing teams to review changes, research, and gather information in detail to ensure all applicable policies and procedures were consistently adhered to

• Assisted with Service Request that came through the tool to ensure they were routed to the correct teams

• Assisted the development team with workflows of the tools around all processes, change, incident, request, and problem tickets

Dell Computer, Round Rock Texas

IT Project Lead 3/1998 – 1/2005

• Responsible for partnering with the sales leadership team, identify areas to process development, tools, systems, and project management oversight.

• Measure and define effectiveness of the problem processes and identifying opportunities for improvement

• Responsible and accountable for leading postmortem calls and take possession to drive root cause

• Created post-implemented issues tracking process, working with tech’s, account team and management to fix problems in a timely manner.

• Coordinate appropriate resources to resolve critical incidents in accordance with defined service and operational level agreements

• Co-ordinate the end-to-end problem management actives, from registration to closure with all involved teams EDUCATION & CERTIFICATIONS

• Austin Community College 2002, Business Administration

• ITIL v3

• ITIL v4

• Scrum Foundation

SOFT SKILLS

• Problem-Solving

• Requirements Gathering

• Problem solving

• Communication

• Active Listening

• Time Management

• Computer skills

• Critical Thinking

• Negotiation skills

• Opened mindedness

• MS Office Suite (Project, Word, Excel, PowerPoint, Outlook, Teams, SharePoint)

• Cisco Jabber

• ServiceNow, Remedy, Jira, Salesforce, CRM, Cherwell, Wrike,

• WebEx

• Google Docs

• Business Analytics

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