Bari J. Kiger

Warrenton, Virginia, United States 817-***-****

adywed@r.postjobfree.com

linkedin.com/in/bari-kiger-0a187259

Summary

Dynamic leader with more than 20 years experience in the Oil & Gas and Pharma industries successfully developing strategies and leading high performing global teams to enhance key initiatives. Skilled at cultivating critical partnerships and building lasting relationships across all global business sectors. Specialized knowledge in ITSM processes, business continuity planning, IT infrastructure and design, and application development and support to consistently transform business and improve operations.

Specializing In

Process Management • Process Improvement • Service Management • Risk Management • Relationship Management • Internal Security Controls • Leadership • Coaching & Mentoring • Training & Development • Project Management • Communications • Vendor Management

Experience

Sr. Technical Design Expert- Problem, Knowledge & Service Request Management

Alcon Vision

Jan 2018 to Nov 2020

Fort Worth, TX

•Responsible for the IT services transition from ITSM solution BMC Remedy on Demand (RoD) to ServiceNow, specifically for the Problem, Knowledge & Service Request Management modules and the Service Portal application.

•Designed and delivered the Problem and Knowledge Management modules with the objectives of aligning the Service Now tool to ensure all processes are executed in accordance with Alcon SOP’s and policies.

•Defined and delivered a Service Catalog with the objectives of enabling IT reporting of the quality, performance, efficiency, and demand of offered services, providing transparency in the process, as well as allowing users to track progress of all problems and requests.

•Facilitated monthly system releases, including gathering business requirements for enhancements, testing development work and creating the Operational and Performance Qualification (OQ/PQ) documentation for the Problem and Knowledge Management modules.

•Facilitated weekly and monthly service catalog item releases, including gathering business processes for Form and Workflow creation, execution of user testing, and initiating Change Management procedures.

•Collaborated with service lines to define business services, service offerings, and technical services for the ServiceNow transition.

•Created Work Instructions for service lines to successfully operate using ServiceNow.

•Facilitated user testing to ensure service line needs were met as part of ServiceNow transition.

•Created and refreshed IT processes to address gaps found in audit findings.

IT Process Manager, Problem and Knowledge Management

Novartis Corporation

Feb 2014 – Jan 2018

•Operational management of the global Problem Management team, responsible for responding to all priority issues coming into the Remedy on Demand ticketing system, focusing on delivering high quality root cause analyses (RCA) for all Critical and Major incidents to both business service lines and senior IT management.

•Lead all Problem investigations with appropriate technical Subject Matter Experts (SMEs), Problem and Incident Mgmt. Coordinators and third-party vendors as necessary, to achieve deep-dive root cause analysis (RCA) for all critical and major incidents.

•Ensured proper documentation of both remediation and preventive actions directly resulting from RCAs, including the management and delivery of all implementation timelines.

•Facilitated monthly meetings with Service Owners and Customer Engagement contacts (Regional Operational Managers) to deliver trend analysis for all critical Problems, including the status of short- and long-term remediation actions and any current and upcoming IT projects that could affect business service lines.

•Proactively engaged with the Incident and Major Incident Management (MIM) Process Managers to ensure the Problem Management standard operating procedures (SOP) was fit for purpose and working as designed and facilitated all SOP updates as required.

•Partnered with Service Owners and Customer Engagement contacts in quarterly meetings to ensure alignment of business expectations and to capture potential short- and long-term needs.

•Responsible for facilitating the update of all service line knowledge articles in the IT Knowledge Base, including the analysis of all articles for up-to-date content and their fitness for purpose.

•Modification and reindexing of the IT Knowledge Base to encourage end user participation in article usage, providing them a mechanism within the articles for feedback and rating. Utilized reporting from the Knowledge Base to help enforce the service lines to proactively participate in creating and updating their knowledge articles.

Supervisor, TM1 Systems Application Support

ExxonMobil

Aug 2010 - Dec 2012

Lead responsibility in supporting day-to-day operations of several high risk, business critical systems and applications. Oversee Infrastructure and TM1 OLAP databases located across 5 countries to support 2000+ end users with high performance support teams in three countries to provide “follow the sun” end user support. Managed application providing critical market pricing data to the Refining and Supply business, enabling effective trading and other critical business decisions, including raw and calculated data to refinery managers for optimal raw material acquisition, decisions, and economic modeling. Managed the global planning system (DIPSS) for the Downstream Fuels Marketing, Lubes & Specialties and Refining & Supply business lines. Successfully managed career development, training, and functional direction to 27+ global support team members in three countries while simultaneously managing four-6 contract application developer contractors.

Team Lead, TM1 Prices and DIPSS Application Support

ExxonMobil

2005 - 2010

Led day-to-day Operational support for the Cognos IBM TM1 applications, Prices and DIPSS. Managed Quality Assurance and Quality Control along with all Problem and Change Management activity. Directly oversaw new application module development and interfaces to enhance business productivity, reduce administrative overhead, and enable more efficient economic modeling at the refineries while simultaneously maintaining oversight of an average of 100 tickets monthly and various small work items/projects. Seamlessly worked through system outages/incidents from identification through root cause analysis and resolution, while leading team through documenting lessons learned for future incident prevention. Effectively managed team priorities and all time reporting for global teams, staff and contractors, while reporting on balance between project and base time.

Team Lead, ExxonMobil Research & Engineering (EMRE) Tier II Support

ExxonMobil

2001 - 2005

Promoted to lead a specialized Tier II desktop support team of 12+ contract staff to enhance the Research and Engineering (EMRE) business line, which required specialized equipment, access to unique network environments and an elevated level of support. Supported the unique EMRE desktop imaging, email, and specialized application support. Coordinated logistics for all computing related matters as part of a one-weekend relocation project, physically moving the computing environment for the EMRE business line of over 700 employees from New Jersey to Virginia. Collaborated closely with facilities management, network, and voice support teams, as well as the third-party moving company to ensure all users workstations were properly assigned and designated; all boxes and equipment were delivered to their new location; and all network and phone cabling, and other special connections were properly configured, tested and ready for start of business.

Education

Radford University

Liberal Arts and Sciences

Licenses & Certifications

ITIL Foundation v3 – PeopleCert

Cert # GR750130577BK

Computer Learning Center

Novell Certification

Skills

Global Team Leadership • Global Application Support • Vendor Relationship Management • IT Service Management (ITSM) • ITIL v3 and v4 • Problem and Knowledge Management Subject Matter Expert • Incident Management • Change Management • Service Request Management • Service Now (New York) • BMC Action Request Ticketing System (Remedy) • IBM TM1 v6 – v9 (BI Analytics) • Oil/Gas • Pharmaceutical • Project Management • Agile

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