Information Technology Change Management

Kazi N. Akter

Alexandria, Virginia-*****

Phone: 703-***-****

Email: adz97g@r.postjobfree.com

Objective:

To work in the field of Information Technology, utilizing skills in Problem, Change, and Asset Management.This will continue my personal history of successful career development and outstanding working performance, while maintaining exceptional IT skills.

Summary:

Top Secret clearance with over four+ years of experienced in Problem Management, Change Management, and Asset Management.

Demonstrated history of working in the Information Technology and Services industry, using industry standard and cutting-edge tools as a Microsoft Certified professional (e.g., ITIL Specialist, Security+).

Customer service professional, specializing in creating, analyzing, and monitoring problem tickets.

Database and physical inventory experience with skill sets including auditing asset records for quality and compliance.

Analytical, hardworking professional with proven record of accomplishments, motivated with emphasis in the Quality Assurance.

Versatile, resourceful, business and technology professional with proven skills to be an asset in any on-demand situation.

Experienced in organizing and leading meetings with the high capability of meeting deadlines, staying focused on tasks, thus satisfying goals and objectives.

Technical Skills:

Project Tools/Software Packages:

Expertise with ServiceNow, BMC Remedy, ILMS, Dell, Samsung, and HP hardware components.

MS Office 365 applications, SharePoint, Go Browser, Go Virtual, One Drive, MS Project, MS Visio, MFA (Multi Factor authentication), Windows 10, Microsoft Edge, and Google Chrome.

Specialized Knowledge/Skills:

Excellent writing and verbal communication skills.

Ability to create documentation of emerging concepts.

Comfortable working in highly collaborative environments.

Possesses high-level skills in understanding, analyzing, and monitoring problem records.

Self-starter and able to multitask in a fast-paced environment with minimal direction.

Strong knowledge of ITIL/ITSM Problem Management and Change Management best practices.

Able to manage competing priorities under tight deadlines, while maintaining necessary process, controls, and procedures that ensure accuracy and integrity in reporting.

Skills for driving Problem Management disciplines to achieve desired outcomes.

Certifications:

ITIL Specialist CDS (Create Delivery Service) in 2021,

ITIL Foundation4 in IT Service Management in 2020,

Splunk 7.X Fundamentals (Parts 1 and 2)in 2020,

CompTIA Security+ in 2019,

70-462: Administering Microsoft SQL Server 2012/2014 Databases in 2019.

Professional Experience:

(GDIT) General Dynamics Information Technology Washington, DC

Change and Problem Analyst

March 2022– Present

I am currently working as a Senior Problem Analyst at U.S. Department of State on the Customer Endpoint Bridge Contract in Program Management Office (PMO) under IRM/OPS/CCS/OSS. Previously I worked (under the same contract) in Asset Management, supporting the Vanguard 2.1 program under IRM/OPS/CCS/OSS. Throughout my career, I have worked in the Information Technology field performing, various areas of Change Management, Problem Management, and Asset management with maintaining hardware. I have an outstanding working performance record with DMI, Insight Global, and GDIT (General Dynamic Information Technology.

Responsibilities as Problem Management analyst:

Responsible for creating problem records.

Manages all the problem records in the Problem Management Dashboard.

Creates PTASKs associated with the problem records for the root cause and resolution information purpose.

Communicates with the techs, engineers, Service Desk Analyst, etc.

Attends team meetings for Problem Management in Endpoint Contract Bridge.

Responsible for leading weekly CCS (Customer Consolidated Service) review meetings, including sending the meeting agenda, invitation, meeting minutes.

Responsible for creating, coordinating and leading Weekly PM WAR review meeting with the team members to:

oReport activity progress of the problem records on a weekly basis.

Attends DSS Daily Operation Call meeting and present the daily update from PM dashboard.

Responsible for updating PM Weekly statistics in (WOR) Weekly Operation Report in SharePoint.

Creates Knowledge Articles for problem records that have required work around.

Creates Enhancement Requests to upgrade the quality of a new feature or functionality within ServiceNow.

Responsible for creating Daily Shift Reports capturing throughout-the-day activities.

Responsibilities as Change Management analyst:

Reviews and audits incident records for quality and compliance according to CCS Enterprise level agreement(s).

Reviews and audits incident records for quality and compliance, according to ICAB (IRM Change Advisory Board) CRQs that may affect over all environments.

Creates CRQs on ServiceNow.

Investigates and resolves ongoing issues within the client network.

Tracks and diagnoses the root cause of issues, minimizes their impact, and develops resolutions to prevent recurrence of related incidents.

The following lists high-level primary responsibilities as Asset Management Analyst:

Reconciles the ILMS Database

Conducts the Annual Physical Inventory

Builds relationships between assets and users in the CMDB’s.

Prepares asset reports and provided management supports.

Identifies new /incoming assets and/or existing unrecorded assets.

Arranges appointments with the asset’s custodian to barcode and document the asset when it arrives.

Maintains spares and consumables inventory.

Performs annual inventory through barcode scans, updated remedy and ILMS database as to where all equipment is.

Creates, manages, and monitors new request and update data tables on Asset types, Asset Class ID and Asset cost using ILMS.

Creates Change Request(s) (CRQs)

Insight Global

Change and Problem Management

December 2021 – February 2022

DMI (Digital Management Inc.), Washington, DC

Change and Problem Management

August 2020 - November 2021

DMI (Digital Management Inc.), Washington, DC

Asset Management

November 2019 - August 2020

Responsibilities:

Oversight of overall asset management of Information Technology (IT) assets within the organization.

Tracked and monitored IT assets for the Consolidated Bureaus (IRM) within U.S. Department of State.

Education and Trainings:

Business Administration, AS at Northern Virginia Community College - 2017

Bachelor in Language & Literature at Eden Girls College 2007, Bangladesh.

Professional Corporate Database Administration training from Sufia Institute of Science &Technology (SIST), Alexandria, Virginia.

Professional System Administration training at InfoTech LLC. Virginia

ServiceNow ITSM Processes

Leading Effective Meetings - You Can Lead Effective Meetings

Business Writing & Technical Writing Immersion

Minute Taking at Meetings

Mastering Collaboration: Work together for the best results

Smart Tips: Soft Skills for Technical Professionals

IT service operations and Service Desk management

Data Protection: Sensitive Data Briefing

Current Clearance Status

Top Secret (DOD) Department of Defense.

References

Furnished upon request

Contact this candidate