Kimberley Kleiderlein

*** *********** **, **** ******* Va. 22654

Mobil: 614-***-****

E-mail: adlbv6@r.postjobfree.com

SENIOR ACCOUNT LEAD/PROJECT COORDINATOR

Senior Account Project Service Manager with over twenty-five years’ experience successfully managing technical teams (across the US and offshore) and projects, to ensure successful implementations that exceed customer expectations. Innovative professional with proven ability to lead technology teams, identify and implement technology solutions, build strong relationships with key business executives, identify, analyze and solve problems to increase client satisfaction and improve processes through expertise in:

•Service Now / Remedy Skill Set

•Cross-functional leadership skills

•Strategic / Tactical Expertise

•Building key strategic relationships

•Process Implementation and Improvements

•Service Delivery / ITIL Certified v4

•Project Management Tools/Methodology

PROFESSIONAL EXPERIENCE

NTT Data January 2017- Present

Star Tannery, VA

Account Project Service Manager Sr. Advisor – Service Delivery

•Lead and manage the Incident Management Team (4 US + 18 offshore staff). Manage and direct the building of all Incident Management processes and procedures, including Knowledge Base Articles and standards. Lead critical and high incidents for the customer which has multiple locations. On-call rotation for Incident Management 24x7x365.

•Worked with Problem Management team to compile and analyze product and business unit data in order to identify improvement areas to reduce incident count and mean time to repair.

•Responsible for all process improvement areas to identify and drive process improvements across multiple businesses and areas.

•Participated in service improvement and technology projects.

•Manage the relationship between NTT Data and the customer. Act as a liaison and address and escalate customer issues on a regular basis. Involved in customer meetings with senior management to discuss the progress and review statistical analysis.

Randstad Technologies October 2014 – January 2017

Star Tannery, VA

Process Engineer

•Review Service Model for new customer and identify any gaps or possible issues.

•Work with AT&T Transition Project Manager to ensure that all identified issues are properly escalated as needed.

•Work with all Service Lines within AT&T that will be supporting the new customer to produce customized ITIL processes based on AT&T's and AT&T's customers' maturity level with each of the ITIL processes, Problem, Change, Request and Incident.

•Develop Touch Point Flows (Visio Flows), RASCI Models, and high level processes for Policies and Procedures Manuals.

•Develop Level 1-3 process flows and Desk Level Procedures, Job Aids, and Custom Workflows for the AT&T teams.

•Develop Interface Agreements for AT&T's and AT&T's customers' Service Desks for Incident and Change/Request Management.

•Create Scripts, Job Aids, and Minimum Data Sets for AT&T's and AT&T's customers' Service Desks. Incident and Change/Request Management.

•Assist the System/Tools team with requirements gathering for electronic bonds and database modifications.

•Conduct testing and training of teams on modifications made while in Transition.

•Assist the System/Tools team with User Acceptance Testing.

•Conduct Operational Readiness Testing of the custom processes and training for AT&T teams, Managed Third Parties, AT&T's customers' Service Desks, and other AT&T's customers' teams.

•Produce the Training Manuals/material and conduct training for the AT&T teams and AT&T’s customers' Service Desks on the custom processes.

JP Morgan Chase August 2011 – Oct. 2014

Columbus, Ohio

Change Management Process Manager

•Promote the Change Event Management process and act as a change event management process subject matter expert to the end-users.

•Work with Requesters, Implementers, and Approvers to both ensure the change process is followed and to communicate process changes.

•Review change records throughout the change lifecycle, and perform actions as appropriate.

•Work with the Implementer, Requester, Approvers, and other Change Coordinators to resolve rejections and scheduling conflicts.

•Verifies post activation information is properly filled out and the CR is closed according to proper procedures.

•Review change record fields for accuracy, quality, and content. Check change requests record for quality against current published standards.

•Ensure Proper Risk Assessment.

•Monitor change requests for scheduling and impact conflicts.

•Work with other Requester/Implementer/Coordinators to resolve, answer questions and participate in meetings as required to complete schedule conflict resolution.

•Schedule and conduct Production Readiness Reviews where necessary.

•Monitor changes scheduled to occur during restriction periods for compliance.

•Present process improvement ideas to Change Event Management process team members.

•Participate in related sub-processes, as necessary, to represent the interests of the ORG/LOB/BU.

Kinetics Noise Control August 2009 – August 2011

Dublin, Ohio

Customer Service Manager

•Responsible for Customer Service Staff, including planning and managing all efforts to maintain a high level of productivity.

• Participate in process improvements and recommendations with company Sr. Management.

•Serve as liaison between Customers, Sales, Engineering, Manufacturing and Accounting to ensure production and delivery needs are met.

•Develop and deliver process improvements for the department to improve overall efficiency and effectiveness of the Customer Service department.

•Escalation point for issues that need immediate attention and resolution.

•Responsible for determining best shipping method for manufactured products both domestic and internationally.

Insight May 2009 – July 2009

Columbus, Ohio

Consultant – Senior Project Coordinator

•Coordinating and providing support for the JP Morgan Chase - Washington Mutual branch conversion of over 1000 locations nationwide.

•Educate and manage technician leads and teams who are onsite converting locations on time and within established standards.

•Developed and implemented processes and procedures to ensure that the conversion is successful, including testing with subject matter experts and business sponsors.

•Managing multiple phases and implementation projects to support the overall critical path for delivery.

•Provide support during conversions for any issues as they arise.

JP Morgan Chase Oct. 2003 – May 2009

Columbus, Ohio

Release Management Process Manager

Service Level Manager

Production Assurance Problem / Change / Incident Management Process Manager

Technology Project Manager

•Reviewed and approved changes scheduled to be deployed out of the ECS line of business, reviewed overall schedule to ensure no adverse global impact was created by change.

•Acted as liaison for ECS to the Global Technology Production Assurance Center.

•Rolled out incident and problem management process and procedures for ECS when it was established after the IBM in sourcing in 2003, this included developing and delivering training to approximately 75 staff members on both processes.

•Prepared for and conduced daily production briefing calls for ECS.

•Participated in weekly Incident and Problem Process meetings with the Global Technology Production Assurance Center.

•Facilitated all Root Cause Analysis completed by ECS, and conducted weekly review meeting for RCA’s to review for content.

•Conduct engagement and focus of relevant resolvers, and the coordination with the appropriate line of business management for impact and decision making purposes; as well as liaise with the Application Development and Operate teams, Core Infrastructure and production assurance center resources, to ensure that IMA reached its committed goal of reducing issues in the environment and repair time, and ascertain the availability of applications to the businesses.

•Contribute to the support and scheduling of major IMA impacting change initiatives; provide review and governance on emergency changes for IMA; and act as a key source of information for Situation and Incident Reviews, particularly in terms of identifying actions items and other opportunities to ensure production-impacting problems do not recur.

•Provide historical context to evaluation of change events with goal of avoiding collisions. Attend technical bridges and management bridges and use knowledge of core support teams to arrange necessary resources and reduce repair time for major outages.

•Coordinate with the global support teams to escalate repetitive issues and highlight trends in order to eliminate such issues.

•Change Management process lead, developed, deployed, and managed the Change Management process which included reviewing and approving all changes submitted for the Investment Management line of business.

•and monthly statistics for Problem Management reporting directed to executive level.

•Developed and deployed Problem and Change Management process and tool training to IMA line of business teams, this was approximately one hundred people.

•Identified and deployed process improvements.

•Managed Service Level Agreements within Investment Management Americas line of business by reviewing all Service Level documents with internal lines of business that received support from Investment Management Americas, ensuring that all agreements were intact and current with appropriate signatures from all parties.

•Conducted monthly review meetings with Line of Business’s that Investment Management America received support from to investigate any breaches that occurred and to plan a strategy to eliminate the chance for recurrence.

•Identified all applications that were void of Service Level Agreements and worked to establish those documents and publish them.

•Member of the Release development team to create and deploy Release Management process for all of Investment Management Americas technology line of business.

•Ensured that the Change process within Release Management process was followed and deployed appropriately.

•Facilitation member in weekly Release pre and post assessment review meetings to determine success of release.

•Conducted Root Cause Analysis on unsuccessful releases.

•Ensured that all Release/Change process changes were communicated to all relevant teams appropriately.

•Provided end user training to all lines of business that were migrating to the Release Management Process, including the development of that training.

•Report weekly status to upper management on progress of application migration status to Clearcase.

•Provided ongoing support and guidance for applications that were being migrated to Clearcase from their current code versioning tool.

•Led and completed several process improvement projects to improve the Release/Change success rate for IMA.

•Provided on-call support during all release and change windows.

•Provided first level support for Clearcase and Clearquest users

IBM Global Services 1999-2003

Columbus, Ohio

Problem and Incident Process Manager/Technical Writer

•Deployed Problem and Incident Management process and procedures after outsourcing of Bank One account to IBM.

•Developed and delivered training on Problem and Incident management process to all IBM resolvers supporting Bank One account.

•Delivered incident management tool (ManageNow, also known as TSD or Peregrine) training to all IBM resolvers supporting the Bank One account.

•Acted as Production Assurance representative for IBM for Problem and Incident Management to Bank One.

•Worked with Bank One Infrastructure & Operations production assurance team to review issues for ownership.

•Conducted daily production briefing calls within IBM supporting Bank One account.

EDUCATION AND PROFESSIONAL TRAINING

Service Now, OPAS, Remedy, GPS, CR/Web, Sharepoint, Microsoft Word, Excel, Power Point, Visio, MS Project, Peregrine Service Center, Rational Clearcase and Clearquest

Franklin University, Columbus, Ohio

Coursework in Business Administration

Columbus State College, Columbus, Ohio

Coursework in Business Administration

Professional Training:

ITIL 4 Certification

ITIL V3 Service Certification

All You Need to Know About ServiceNow Administration

Up & Running with ServiceNow

ServiceNow ITSM Processes

Leadership Excellence

Service Center (Peregrine)

Rational Clearcase Administration

Problem Analysis Solution Design Certification (Root Cause Analysis)

Business of Banking

Certified Trainer for Bank One

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