Service Manager

Mya L. Woods

Morrisville, NC ***** - 248-***-**** - Email: *******@*****.***

Qualifications Summary

-Experienced in the ITIL/ITSM process areas and functions, Helpdesk and Software Testing.

-Experienced in managing cross supplier process areas for multiple accounts in a technical environment.

-Over 10 years of experience using Remedy

-Excellent leadership and organization skills, analytical person and collaborator.

-Experienced in leading internal projects and Process Management.

-Experienced in Recruiting and Interviewing within Human Resources.

Experience

North Carolina Department of Health and Human Service: (January 2020 – Present)

ITD Systems Integration analyst – Raleigh, NC

-Provides multi-vendor systems implementation support for deployment and integration efforts of enterprise IT systems supporting Medicaid IT Operations.

-Works under the direction of the System Integration Engineer (SIE) who is the technical resource to address problems of systems integration and compatibility across multiple platforms.

-Supports the SIE and the lead Project Manager (PM) in conducting business reviews, documenting current systems, and developing recommendations of how to proceed with integration of applications.

-Contribute to the planning, implementation and operations of the enterprise system.

-Directly responsible for various components of IT Service Management (ITSM) inclusive of incident, problem, change, and release management due diligence activities. Other duties will be assigned by management.

-Conduct detailed analysis between the business requirements

-Document detailed business requirements related to the business processes and tracking requirements traceability

-Document the gap analysis and assist with development of project artifacts including test plans.

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Wells Fargo: (August 2019 – January 2020)

Change Management Analyst - Remote

-Facilitates the successful delivery of change management initiatives.

-Experience with infrastructure and change management within the IT Infrastructure Library (ITIL) Framework.

-Analyzes and communicates release and deployment risks and business impact to stakeholders.

-Supports the overall EAM change management process and ensures appropriate steps and processes are followed in accordance with change management policies.

-Ensures CRs are properly documented.

-Validates emergency EAM CRs prior to execution.

-Manages change planning schedule(s) and controls potential conflicts between changes.

-Informs key stakeholders as necessary.

-Reviews all implemented changes to ensure objectives/requirements have been successfully met.

-Considers previous delivery failures or postponements and identifies any related trends.

-Ensures organizational policies and procedures are followed throughout all transition phases.

-Prepares consolidated reports of end-to-end service delivery and Key Performance Indicators (KPIs).

-Participates in special projects and performs other duties as assigned.

Federal Reserve Information Technology: (January 2013 – August 2019)

IT Service Management Specialist/IT Analyst - Remote

-Implemented the Proactive and Reactive Problem Management Process into the GCS and Service Delivery environments.

-Provides weekly review of incidents and is accountable for end to end proactive and reactive problem management for all systems, subsystems and components in the Service Delivery environment.

-Responsible for preparing and reporting Incident and Problem metric data.

-Through problem management, assesses opportunities for improvement in relationship to the availability plan, and provides recommendations.

-Provides phone and online support to assist with and resolve Service Delivery Problem Management issues.

-Responsible for input of data into the problem management module, ensuring that the underlying causes of incidents are understood and documented.

-Responsible for managing the lifecycle of all problems and completing research for the root-causes of Service Delivery Incidents.

-Develop/manage custom metric reports to meet the business area needs, and measure Key Performance Indicators (KPIs).

-Maintain and publish daily/monthly reports as required.

-Created, maintain and recommend revisions to the GCS and Service Delivery incident and Problem Management policy, process, and procedure documentation.

-Implemented and Facilitates the National IT Incident and Problem Management Process Improvement Team Meeting.

-Acted as the GCS Liaison with the National Service Desk.

-Participated in Software Testing for a new release.

-Participates and leads other projects to leverage knowledge of Problem Management with others.

-Participate in Service Improvement Projects that focuses on continuous improvement in the National IT environment.

Dell/Perot Systems: (October 2011 – January 2013)

ITIL Service Management Senior Analyst/Primary Problem Manager - Remote

-Managed high severity incident bridge and triage process using the Service Now Integrated Software.

-Ensured effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.

-Collaborated with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.

-Provided point of contact for process related questions or issues and facilitates process related meetings.

-Provided support as Problem Manager, Managed the Problem Management Process and Implemented Process Improvements.

-Facilitated the Enterprise Problem Review Meeting, Distributed meeting agenda and minutes.

IBM: (June 2006 – October 2011)

RTP PSA GDF Operations Analyst - Audit & Compliance – Durham, NC

-Implemented and tracked documented best practices, desktop procedures and process handling related documents needed to support the customer’s and ensured compliance.

-Primary point of contact for auditors, SARM, DCA, and delivery teams.

-Lead internal investigations of security/process breaches by conducting internal team audits to provide recommendations to

management and customers.

-Participated and contributed to the root cause and trend analysis internal meetings.

General Motors Account Release Management SME/ Change Related Incident Process Lead – Remote

-Established and managed robust communications with team, customer and vendors to the GM standardized rules.

-Assisted in ensuring the Release Management processes are being followed effectively and consistently.

-Analyzed process improvements and report trends to management to ensure continuous improvement.

-Presented Release Management training on a quarterly basis.

-Identified Change Related Incidents daily during the daily Global 7am Operations meetings.

-Conducted root cause analysis for Change Related Incidents during weekly Problem Review Meetings.

General Motors Account Change Management Coordinator/Change Subject Matter Expert – Remote

-Lead and Implemented the Risk Analysis Template Process and the Post Implementation Review Audit Process

-Organized and facilitated Change Advisory Board (CAB) meetings with appropriate stakeholder and performing supplier

participation.

-Logged Change Advisory Boards decisions in the Request for Change (RFC) Remedy Change Management database.

-Created a Forward Schedule of Change Agenda for the CAB Meeting.

-Provided facilitation for the IT Services Daily Meeting for Change Management.

-Handled Urgent changes as notified during business hours.

-Maintained the Global Change mailbox daily and took appropriate actions.

-Created, analyzed and distributed weekly and monthly metrics reports.

General Motors Account Configuration Management Analyst – Detroit, MI

-Understand business requirements.

-Develop and implement effective configuration management processes.

-Maintain documentation of build process for future reference purposes.

-Communicate system configuration status to management and client on regular basis.

-Maintain and enforce configuration management policies and procedures.

-Develop best practices to improve integrity and quality of configuration processes.

-Evaluate existing configuration management processes and recommend improvements.

-Provide support in system design, development, testing and implementation activities.

-Assist in configuration audits and communicate audit recommendations to Managers

-Oversee system configurations and migrations in multiple environments.

-Work closely with development, QA and support team to complete configurations tasks within deadlines.

-Analyze and troubleshoot configuration problems in a timely manner.

-Review and implement configuration changes in the Configuration Management Database.

-Attend customer meetings, kick off meetings, configuration meetings and production meetings as needed.

Nuwell Software Technologies: (April 2005 – June 2006)

Software Facilitator – Ferndale, MI

-Assisted in gathering requirements and developing testing queries

-Coordinate test schedule with Software developers

-Communicate and document testing results with Management and developers

-Implement software, perform upgrades and troubleshoot.

Education

University of Detroit Mercy - Graduation Date: May 2006 – Bachelor of Science Degree in Computer and Information Systems

University of Detroit Mercy – Graduation Date: May 2009 - Master of Science Degree in Information Assurance

ITIL Certified

HDI Problem Management Certified

Graduate from a Center of Academic Excellence

References: Available upon request

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