Customer Support It Manager

An experienced results-oriented IT Manager with *+ years of experience in IT and Process Management.

Led and managed teams during application development and delivery across the government and private sector. Expertise in identifying risks, building process maps, and forging partnerships between IT and Non- IT partners. Specializing in development and implementation of products and processes, in order to meet the current roadmap of a company and its strategic plans. Extensive experience of IT and ITIL products. Change Management

Risks Management

Application Implementation

Agile Delivery/Metholody

Data Analytics

Communication

Smartsheet

Product Management

Process Management

Service Now

Pride One/Capital One

Senior IT Business Analyst

Clark Construction Group

IT Manager, Products, Applications, & Services

Process management subject matter expert leading, managing, coaching, and guiding IT and Business to incorporate process engineering and improvement into their daily operations, to be in line with Clark's strategic direction.

Create and execute short and long term strategic plans to further mature the relationship between business and IT process management.

Daily usage of agile methodology to spearhead the development and implementation of Onboarding processes and the development of scripts and process in Servicenow. Driving projects end to end, including creating and maintenance of formal process documents (e.g. roadmaps and diagrams), and supporting artifacts.

Assessing applications and identifying risks, that may be driving factors in retiring, restructuring or growing the use of each application within the business. Applied Lean concepts, Six Sigma methodologies, and Agile methodologies to adequately assess different analysis for product changes, while also making use of Scrum framework. Daily risks analysis of product and process changes, in order to proactively identify and mitigate risk(s) related to the delivery of the projects and program. Monitored progress, collect, analyze, and measure process data and metrics. Leveraging metrics from ServiceNow and Tableau to initiate and/or improve sustainable practices and procedures. Proficiently tailor verbal and written communications to the audience’s needs and levels, to ensure understanding of enterprise MUI's, Change Freezes, and Product/Process changes. Constant review of data for trends and gaps in the process that may require additional review and re- engineering

July 2022 - Present

June 2021 - July 2022

IT MANAGER, PRODUCTS, APPLICATIONS, & SERVICES

571-***-**** · advmq5@r.postjobfree.com · https://www.linkedin.com/in/jonesthomyia/ Woodbridge, VA 22193

Thomyia Jones

PROFESSIONAL EXPERIENCE

KEY COMPETENCIES

HJF/Walter Reed Army Institute of Research

Capital One

Lead IT Specialist

Productivity Engineer

Wrote and created calculations using functions within Smartsheet in order to create metrics/reports for the Diagnostic and Countermeasures Branch of the Army. Daily utilization of project management to manage and implement computer, software, and policy changes with approval from high stakeholders. I.e. White house doctors and Army officers to help optimize data collection and production during Covid 19. Daily risk analysis of software and hardware, to ensure computers were current from emerging cyber threats and potential implications, ensuring sensitive data was stored correctly. Draft agendas, managed risk management action items, and coordinated with army and navy to develop risk management materials to support Army Chief's plans and army/navy protocol Worked directly with vendors to create a budget and equipment spreadsheets and dashboards on Smartsheet for the Army and Navy to use for analytical purposes for upgrading Specimen Testing machines and computer hardware, during their Covid 19 research. Provided Tier 3 Tech support on macOS and Windows devices, troubleshooting both operating system and hardware

Used my knowledge of ITIL to ensure SLA's were met adequately and customer support was efficiently distributed

Used agile methodologies to create processes and workflows for other productivity engineers in different locations to ensure all procedures were being met and utilzied Supported all 5 buildings at Capital One Headquarters in Mclean, which resulted in troubleshooting, off the shelf software, and specialty software locally and with the vendor. Used my knowledge of project management, to help create better team initiatives, resulting in higher team drive, morale, and success.

October 2020 - March 2021

January 2018 - October 2020

Western Governors University 2022-2024

Year Up 2017-2018

BS in Information Technology

GPA 3.2

Certificate in Information Technology

GPA 3.8

EDUCATION

CERTIFICATIONS

Agile Product Management Fundamentals

Project Management Essentials

Change Management Specialist (CMS)

Six Sigma Lean Professional (SSLP)

Six Sigma Lean Green Belt in IT (LGBIT)

Project Management - Lean Process Certified (PM-LPC) Executive Management Certification (EMC)

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