Manager Service

Rashna Kashyap

**** ********** *****· Rockville, MD 20853 · 954-***-****

adgm5b@r.postjobfree.com

OBJECTIVE

A proven IT Asset/Change/Release/Incident Manager with experience in business processes and large scale program management looking to contribute to the successful and profitable operations of a firm with an opportunity in asset/change management, internet technology, and/or the consulting industry.

JOB EXPERIENCES

Change Manager – Contractor for SEC

ISI January 2019 – Present

•Reviewed and Validated Software Change Requests (SCRs) for Compliance; audit the production CRs for completeness and correctness

•Troubleshooted incidents and coordinated resolutions related to change requests (CRs) submitted into the change control too

•Identified and Notified the Owners of SCRs for any deviation and followed up with emails.

•Participated in CCB (Change Control Board) and take minutes and action items to include any follow-up actions required to ensure item closure.

•Facilitated the CCB (Change Control Board)

•Provide End User Training in Service Now for Change Management

•Clarified questions and doubts for the End Users on using the ServiceNow

•Helped in training for SDLC processes and procedures and associated duties

•Generate Reports and Metrics out of ServiceNow Change module.

•Managed user accounts and system access to the CM Serena tools.

•Managed the Configuration Management library in Microsoft Access and troubleshooted incidents and coordinated resolutions related to configuration.

Change and Configuration Manager

Cigna, Remote June 2018 – July 2019

•Continuously worked to improve the environments which allow the team to be proactive in highlighting areas of technical, application and operational need in assisting application personnel to provide high quality, error and problem free applications changes into production.

•Promoted and educated delivery teams on Change Management and Configuration Management processes and how/when to use. Owner of all Health Spring specific communications pertaining to process changes, special periods, training updates.

•Review all Health Spring changes and non-Health Spring partner tickets for potential impact and notify appropriate teams where appropriate.

•Maintained the CCB process and procedures within Change Management.

•Liaison to corporate ITSM Process Teams. Attended Cigna inter-process meetings, Configuration Management meetings, and training where needed for coordination.

•Help coordinate application mapping for CMDB and educate of what that means, how to accomplish, tracking.

•Drive periodic audits in Configuration and Change Management to find trends and recommend training to correct.

•Point person for Health Spring Enterprise Architecture alignment with Health Spring application portfolio and business capability mapping.

•Ensure CMDB and associated data allows HS delivery teams to leverage for project impact analysis and estimation.

•Extend process to encompass more assets (jobs, environments, services, reports, etc) and deeper mapping, which will enable better impact analysis. Ensure a maintenance process is put in place.

•Trained Health Spring and non-Health Spring employees in Change Management.

•Reviewed and evaluated Change Management metrics.

•Engaged the stakeholders throughout the Change process to ensure communications related to all upcoming changes.

Problem Manager – Contractor for DOJ

Intellidyne, Rockville MD November – June2018

•Designed a Problem Management Flowchart for a new Problem Management Process for DOJ

•Supported the IT Problem Management Process through the use of the ITIL Problem Management framework by discerning, researching, and reporting on the IT problems as well as driving Root Cause Analysis through the problem resolution.

•Worked with the Problem management teams, including planning, assigning, scheduling, monitoring, and reviewing problem activities.

•Collected and analyzes information; interviews subject matter experts (SME), observes operations and uses knowledge of business systems and processes to develop solutions to specific problems.

•Oversees problem activities for assigned functional area(s) to ensure problems are resolved in a timely manner with minimal impact to the business.

•Conducted problem management meetings to help align support resources, diagnose problem and support communication efforts.

•Reviewed the After-Action Reports (AAR) with the Operations Manager

•Facilitate, managed, and supported the Change Management Process at DOJ.

•Coordinated the CCB meetings which involved the agenda, meeting minutes and approvals of the SCR’s.

•Reviewed the status of all SCR’s for their implementation process and changes needing a schedule change

•Tracked and reported issues relating to the Change Management process at DOJ.

•Trained staff members on the DOJ Change Management process.

•Coordinated with the Operations team to verify that the appropriate change(s) are completed during the maintenance window.

•Worked with the project coordinator to integrate Change Management activities into project plans.

•Created Change Management reports.

•Planned, scheduled, and coordinated SCR’s from the planning stage to implementation.

•Owner of the Change Coordinator SharePoint site

•Performed risk analysis on Incidents and Changes

•Performed weekly Metrics

ITSM Service Lead – Contractor for HHS March 2017 – November 2017

Telesis, Rockville MD

•Developed and delivered solutions that assess, plan, architect and design, and implement technology solutions for IT environments to meet business requirements. These solutions included Change, Incident, and Service Request.

•Created a new process for Change Management, and documented the process via ITIL.

•Revised the Incident and Service Request process, and documented the new process via ITIL.

•Assisted with writing SOP’s and other departmental processes.

•Developed and delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology perspectives of providing business solutions within the IT infrastructure.

•Created the ‘As IS” process and proposed the “to be” process in Blueworks Live via flowcharts.

IT Service Management Analyst

CEB, Arlington VA October 2016 - February 2017

•Ensured the company complies to the ISO 20000 standards and SOX controls for a number of key Service Management areas including Release Management, Supplier Management, and Business Relationship Management.

•Established a Supplier Management Process by creating a new supplier list, generated from Coupa, PO’s, and vendors.

•Helped revise the Release Management process with the new ISO 20000 standards.

•Helped revised the Release Management process documentation.

•Primary POC of all HPSM (HP Service Management) support in the US.

•Assisted in Incident and Problem tickets in HPSM.

•Trained employees with the new HPSM 9.5

•Tested the Change and Release Management portal from HPSM 9.3 to 9.5.

•Worked towards making improvements in the Release process

Change Analyst – Contractor for DHS October 2014 - October 2016

SAIC, Washington, DC

•Established procedures for submission, review, and authorization of Change Requests.

•Worked with the Change Control and Change Advisory Boards to coordinate stakeholder communication for effective management and control of changes.

•Verified the changes that were planned, engineered, tested and approved prior to their implementation in any USCIS system or infrastructure component.

•Helped determine configuration items and environments which require change control, in support of the DHS change process and policy integration.

•Ensured that all CRs are to be reviewed and have the appropriate documentation and/or pre- requisites.

•Obtained the appropriate signatures and/or e-mail approvals on all required decisions, updated documentation, published and distributed meeting minutes, and decision memos.

•Provided technical expertise appropriate for analyzing delayed tickets and ensuring that the required support function was correctly assigned for resolution.

•Facilitate incident resolution by monitoring, reviewing and assigning tickets to the appropriate support team, gathering information on outages and events impacting users, and updating service tickets throughout the resolution process in order to provide the customer with feedback and/or resolution information as needed.

•Coordinate Firewall Change Requests to the different datacenters in various regions.

•Facilitated the Change Request Board Meetings for Network/Firewall and Infrastructure changes.

•Established a Virtual Cab Process using the tool BMC Remedy, and assured the processes were in places under continuous process improvement in ITIL.

•Helped gather, analyze and effectively communicate complex IT concepts to others.

•Helped resolve conflicts and identified developmental opportunities.

•Provided process improvement pertaining to the Change Management Release Management process.

Operational Change Manager - Contractor

Fannie Mae, Reston, VA April 2014 – October 2014

•Gathered, documented, and analyzed application requirements.

•Conducted application analysis to participate in functional application design.

•Created and analyzed ad-hoc reports, and aided in escalation/resolution of projects risks and issues.

•Analyzed the correct system data as needed in support for the client’s Change Management Improve initiative.

•Performed analysis of low Risk operational change that could potentially impact Releases.

•Assisted with de-conflicting Releases and ESS Maintenance Windows.

•Managed medium and high Operational Change Tickets, and assisted application owners in the FMCM process.

•Provide coaching and training support to users for BMC Remedy

•Ran weekly reports for Application and Operational changes for the CAB (cab advisory board).

IT Infrastructure Applications Consultant

PricewaterhouseCoopers, McLean, VA September 2013 - March 2014

•Identified and created the application inventory for approximately 600 servers in several data centers.

•Tracked all issues and risks for the individual work streams for project.

•Administered the IT Operations SharePoint site for the project team.

•Tracked the team’s action plan, milestones and deliverables.

•Developed the status reports and other documentation as needed.

•Created power point slides weekly for project status for upper management to show the progress status.

•Provided ongoing progress status to product stakeholders to ensure project stayed on track.

•Conducted daily standup meetings, understand and remove or minimize impediments.

•Coordinated project planning activities.

•Facilitated bi-weekly meetings with the different application teams to discuss various tasks and create a detailed cutover pan with Microsoft Project.

•Attended regular meetings with client project management team to give updates on deliverable status.

•Drove completion of capacity and availability management process deliverables.

•Identified application migration requirements regarding security, storage, network, server, and OS / middleware.

•Development the affinity groups for the server migrations for approximately 600 servers in several data centers.

•Assisted in the identification of dependencies and interfaces across and between applications.

Technical Change Manager - Contractor

Freddie Mac, Reston, VA June 2013 - September 2013

•Managed standardized change control processes and procedures and provided a centrally coordinated change control function.

•Regularly reviewed change control processes and procedures to streamline and facilitate overall improvement to service delivery.

•Managed relationships and interaction between internal and vendor change management processes, and communicates change control procedures internally and to vendors.

•Reviewed existing change process and recommend improvements or new models as appropriate. Recommended changes to policies and establishes procedures that affect immediate organization's operation.

•Worked on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Acted as an advisor to subordinates to meet schedules and/or resolve technical problems.

•Managed the coordination of the activities of a section or department.

• Defined change management requirements and process workflows for automation using change tracking systems in Remedy.

•Partnered with stake holders and change owners and developed and managed governance for CAB (Change Authorization Board) to ensure that the changes are thoroughly assessed for impacts and risks and effectively implemented.

•Established and managed industry best practices and automation to effectively discover and resolve potential unauthorized changes and to continuously sustain and improve the processes and automation.

•Worked with audit teams to understand COBIT/COSO controls and issues and develop and execute Agreed Upon Actions to ensure that the issues are prevented from occurring and the process is continuously improved.

•Developed and maintained effective critical success factors and key performance indicators. Ensured the number of incidents due to change are reduced and production operation is not disturbed.

•Incident Trend and common underlying root cause analysis.

IT Project Manager/ITIL Changer Manager

Motorola, Plantation, Florida January 2006 – March 2013

•Owned and implemented large-scale project that were on-time, on budget to meet business objectives

•Coordinated all project activities across 20+ resources

•Developed project plans specifying goals, strategy, scheduling, and identification of risk, contingency plans and allowance of resources for each phrase of the project.

•Monitored project activities and resources to mitigate risk

•Ensured that any project related risks and opportunities were identified and logged and that mitigation and contingency plans are developed and implemented as appropriate

•Assigned duties, responsibilities, and scope of authority to project personnel.

•Participated in phase, milestone, and final project reviews

•Coordinated and integrated project activities

•Prepared status reports and kept management, users, and others informed of project status and correlated issues

•Developed and maintained a technical and project documentation

•Attained through customer satisfaction and acceptance testing, project signoff of completion

•Developed and delivered IT Service Management (ITSM) solutions on ITIL best practices that focused on the people, process, and technology perspectives of providing business solutions within IT Infrastructure

•Reviewed configuration change requests

•Respond to annual audit requests related to change management

•Updated configuration items thru Motorola's Asset Management Database (CMDB)Managed the coordination and approval of Change Requests for Motorola Infrastructure components globally

•Managed Emergency Change Requests and publishing of custom Change Notifications which in effect announced approved Changes and approved Outages to Motorola Infrastructure globally

•Implemented strategies for corrective action to achieve full organizational adoption to change

•Manage Change Request queue and request lifecycles

•Reviewed the root cause analysis and post implementation reviews.

•Facilitated weekly meetings for the Customer Advisory Boards(CAB), thus going over any critical tickets globally

•Coordinated project management planning, implementations, reviews and maintenance window coverage

•Created, documented, and updated the calendar maintenance

•Managed the change management lifecycle process by applying knowledge of IT disciplines in accordance with the ITSM model

•Validating the schedule dates, checking to see if they fall inside the freeze window and verifying the correct business justification form is filled out properly

•Validated the post implementation review (PIR) is filled out properly

•Monitored change records and work orders and escalated when necessary to ensure 98% and above compliance for SLAs.

•Documented weekly and monthly metrics to show trends of successful/failed changes and work orders

•Trained/Mentored several employees using the BMC Remedy tool

•Prime owner of CMDB and CI’s that were mapped in BMC Remedy and coordinated CMDB mapping

IT Asset Manager

•Managed Motorola’s IT Infrastructure servers globally.

•Managed the asset tags for all Dell Laptops in the South Florida facility

•Responsible for the daily and long-term strategic management of software and technology-related hardware within the organization

•Facilitated inventory control, asset recovery, redeployment, disposal, transfer, and retirement.

•Created and maintained standard operating procedures for US IT Asset Management.

•Developed business requirements, designed and implemented new processes and procedures.

•Strong familiarity and technical competence with asset management software and/or inventory-tracking systems. Compared warranties, maintenance agreements, and vendor contracts to assist with asset upkeep, upgrades, repair, and replacement.

•Monitored and analyzed trends within Motorola's spending and inventory control.

•Generated, distributed, and reviewed relevant management reports.

•Planned and monitored software license and/or hardware assets to ensure compliance with vendor contracts.

•Performed inventories and usage monitoring of all Motorola's IT assets and recorded all findings, changes, and physical location, and incidences of support.

•Discovered and recorded IT assets and CMDB activities.

•Ran weekly metrics in CDMB for IT Infrastructure assets globally.

•Experience in to CI Mapping thru CMDB.

•Tracked Motorola’s assets in the CMDB, which included desktops, laptops, servers, routers, switches, cell phones, and software.

•Tracked software licenses provided upper management on agreement expiration.

•Provide Motorola’s Asset tags for Desktops, Laptops, servers, routers.

•Reported to upper management on equipment that is retired or can be disposed of.

•Managed Motorola’s inventory, such as printer toners.

IT Support Analyst/Incident Manager to students

Motorola, Plantation, Florida January 2005 – January 2006

•Managed and resolved day to day Incident/Problem and Service related tickets thru BMC Remedy.

•Ensured incident request tickets are appropriate categorized and routed to the correct department.

•Assigned Incident tickets to the most appropriate group for resolution when unable to resolve.

•Handled day to day administration, support, and maintenance.

•Assisted senior technicians with coordinating validation and documentation of release changes.

•Supported and maintained computers, hardware systems, software, and networking systems or arranges for technical support/assistance from other IT associates.

•Analyzed software/hardware problems and provided solutions.

•Identified root cause analysis using problem management.

•Analyzed and resolved IT operational and support problems to meet customer needs.

•Recommended service desk process improvement opportunities to senior leadership based on ITIL standards.

•Coordinated replacement and upgrading existing IT equipment, including data transfer and replacement of hard disks and memory.

•Audited storage, archiving, backup, and recovery procedures to ensure they functioned correctly.

•Assisted with Global Service Desk calls, incident logging and incident resolution and prioritize calls according to defined Service Level Agreements.

•Managed service desk vendor to meet organizational Service Level Agreements.

•Managed the service desk to seek opportunities to streamline, improve, and increase the service.

•Drive major incident handling, communication and follow up activities (problem) in support of meeting or exceeding the service requirements per the service level agreements.

•Maintain the integrity of the activities and tools required to capture, populate, update, and audit all records/tickets as needed to support operational analysis and dash boarding.

•Provided desk-side support, image computers and transfer end user data.

•Documented support documents aid to our internal users.

EDUCATION

May 2003 Bachelor of Arts, Management Information Systems

University of South Florida, Tampa, FL

CERTIFICATIONS

CAPM - Master’s Certification in Project Management

Basic Statistics for Quality Improvement - Six Sigma Yellow Belt

ITIL v3 Foundations

CSM - SCRUM Master

Active Public Trust Clearance

SKILLS

Technical Skills: Programs and Platforms: BMC Remedy 7.5/8.1, Service Now, HPSM9.3/9.5 (HP Service Management), Jira, Manage Engine, CMDB(Configuration Management Database), Blueworks Live, BPMN (Business Process Model), Expert in Metrics/SLA’s, JIRA, Coupa, Tripwire, Tigers, Active Directory, OneNet, SLDC(Software Development Lifecycle), Six Sigma, Microsoft Office Suite, Microsoft SharePoint 2010, Active Directory, Telnet, Windows 2007/8, and knowledge of Adobe Paint Shop Pro, Monet; Languages: HTML and SQL, Exposure to Software Testing concepts (test plans/test cases)

Other Skills: Process Improvement, Process Orientated, Great customer service, fast learner, detail-oriented, highly adaptable to new situations, set priorities, excellent organizational and time management skills, great problem solving skills, and can work well independently or in a group.

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