Snejana Simeonova

Silver Spring, MD ***** mob: 240-***-****

email: adk737@r.postjobfree.com

OBJECTIVE

Professional in IT Service Operations Management and ITIL Methodology, with over 11 years of ITSM leadership experience, with a background in project/process management and operational control.

CERTIFICATIONS

09.2020 ITIL Foundation v4

Axelos/PeopleSert, USA

09.2018 Scrum Fundamentals Certified

VMEdu, AZ, USA

04.2017 Service Now Certified Administrator

Service Now Education Services Department, USA

04.2015 ISTQB Foundation Training

Projecta, UK

03.2013 ITIL Foundation v3

EXIN, Netherlands

IT SKILLS

ITSM Software: HP Service Manager, Service Now, BMC (Remedy)

ITSM process management – Incident, Change, Problem, Configuration, Request Fulfillment and Knowledge.

IT Assets Database: Asset Manager, CMDB, Enterprise Service Library (ESL)

IT ESS Portal

IT Quality Systems: QMS, ISO9001:2015, ISO2000

Software Testing: Functional, Regression, End-to-End and Acceptance Testing, Test Strategy, Schedules,

Scripts/Scenarios, Defect Logs, GAMP 5.

Microsoft office (including Visio and MS Project)

PROFESSIONAL HISTORY

06.2019-present ITSM Program Specialist – Configuration Manager, at the Office of the Comptroller of the Currency

(OCC), Department of Treasury via DIGITALiBiz, Inc., Washington DC

Responsible for providing support to program/portfolio management and governance for Information Technology Service Management (ITSM) technical project teams that aide the successful implementation and maintenance of ITIL best practices and standards.

Supports the alignment of CMDB with Service Now “Out of the Box” model.

Develops and maintains CM policies and procedures incorporating ITIL best practices; supports continuous improvement with Critical Success Factors (CSFs) and Key Performance Indicators (KPIs), reporting against them.

Supports the improvement of CM impact analysis review process in support of the CM program, ECCS Jazz, and ServiceNow CMDB tools while expanding operational tasks, including a full CM review of all changes managed within ECCS.

Supports monthly audits of Information System Component Inventories (ISCIs) that capture the configuration baseline status of enterprise services, platforms, and products, as well as the supporting procedural documentation.

Participates in the integrated, operational CM tasks review of multiple ServiceNow Service Request workflows (i.e. Server adds, decommissions, etc.) while identifying and updating any Configuration Item (CI) attribute modifications.

Develops and implements the CI lifecycle and supporting hierarchical structure as it relates to operational readiness and service lifecycle management. Supports the implementation of ITS/Business Service Mapping to provide business service health monitoring capabilities.

Conducts CM operational reviews, reconciliations, and updates of asset changes captured and maintained in the CMDB to successfully link configuration items.

Supports daily CM operations including identifying, maintaining, and periodically auditing historical and current configured infrastructure items.

Participates in CHM ECCB review meetings, assists with reviewing proposed changes or solutions, and captures meeting minutes and action items.

02.2018-06/2019 Senior Process Engineer- DaaS HP, Soitron LTD, Sofia

Responsible to define, document and improve the processes used to deliver DaaS deals for Global customers.

Organized and maintains all project related documentation as prescribed and required by the HP standards and policies and as agreed by the contract with all participants.

Managed and coordinated testing for all Enterprise Service Management processes, tools and data within the migration. Owned responsibility to deliver on project tasks.

Leaded work streams as part of a Transition project, continual improvement or for the support of the development of services.

Leadership in the process design, including leading regular work stream meetings with key contributors and alignment with stakeholders where topics reviewed, decisions made, action items and next steps are documented;

04.2012-02.2018 Process Migration Capability Lead / Business Analyst- IT SMART Program HPE, Soitron LTD, Sofia

Supported Migrations of 80 plus clients from legacy EDS Service Delivery Architecture (SDA) to HP Standard Reference Architecture (SRA) to ensure like for like Process on boarding onto SRA Platform.

Oversawed Process portion of Migration Plan for each migrating account, verify processed deliverables are completed and on time;

Conducted process kick off meetings and process review/workshops to develop new processes to address any gaps in tool functionality for the migrated accounts (including case exchange and swivel desk activities)

Created process documents (INCM, CHGM, PRBM and CFGM) to reflect HPSM and ServiceNow functionality.

Performed quality checks of the LDSS to ensure it reflects the proper tool functionality and all assessment groups responsible for the smooth running of the process are presented in the LDSS file.

Analyzed Change Records for completeness and accuracy. Created standard changes templates, Responsible for the implementation of Change Management governance, including: monitoring and reporting on change requests and providing status updates on implementation of change items.

Validation of the test scenarios and act as SPOC for all process defects during UAT. Thorough

understanding of reporting, process flows, R&R and process KPIs.

Developed, leaded and facilitated process and tool demo training sessions for Incident, Problem and Change Management to enable proper handover to the Delivery Organizations. Created and executed project work plans;

04.2010 - 04.2012 Client Assurance/User Acceptance Testing Lead -HP, Soitron LTD, Sofia

Managed, coordinated and organized the User Acceptance Testing (UAT) activities, for all Enterprise Service Management processes (Incident, Problem and Change, Service Request), tools and data;

Worked with the Project Manager to ensure the test scope is well understood and stakeholders are identified;

Stakeholder management - engaged testers who represent the different HP delivery units / client / vendor. Prepared and communicated the testing strategy. Create detailed test planning material (who tests what, when) and prepared scenarios for testers;

Ensured all entrance and exit criteria is fulfilled i.e. script and scenarios are completed;

Defect management – collected defect logs from UAT testers; analyzed, assigned, and followed up on defects raised during testing on a daily basis. Ensured all high severity defects closure prior to go live;

Initiated corrective or controlling actions when needed, escalated to the appropriate parties any issues or concerns, owned responsibility to deliver on project tasks on time.

07.2009 -12.2009 Validation Engineer - Quality Department-Baxter Healthcare, St. Petersburg, Florida

Development and Execution of Validation Program Deliverables: Validation Summary Reports, User Requirements Specifications, System Design & Functional Specification for Home Choice Automated Peritoneal Dialysis (APD) systems.

09.2005 - 07.2009 Manufacturing/Quality Engineer - ConMed Corporation, Linvatec, St. Petersburg, Florida,

Engineering support of manufacturing, quality and packaging engineering departments

within FDA regulated medical industry;

Supported R&D, created bill of material structure (BOM), and release assembly drawings, and related

Documentation;

Conducted process monitoring of manufacturing process using Measurement System Analysis (MSA);

Tested, validated and supported process improvements for sterile medical packaging equipment.

06.2000 - 07.2005 Process Engineer / ECO Coordinator, L-3 Communication-Security & Detection

Systems, St. Petersburg, Florida

Revised and corrected the assembly procedures by issuing ECO’s documentation;

Supported Manufacturing Engineering and Operations to transitions of the new products;

Verified drawings, BOM (Bill of Materials) and Processes for new product introduction.

06.1998 - 01.2000 Research Engineer, Technical University, Sofia

Research and determinization of the optimal materials for machining Polymers;

Research on adding of the Polymers in the tropical climate.

EDUCATION

06.1982 - 08.1987 Technical University, Sofia

Bachelor and Master of Engineering

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