Change Manager
Resume:
Keenan Franklin
Melissa, TX *****
**************@*******.***
PROFESSIONAL PROFILE
ITIL v3 certified, Microsoft Certified Professional, with over 10 years of experience in developing, implementing, supporting, and training various processes including configuration and/or enhancements to existing systems, infrastructures, and applications. Extensive amount of experience in project prioritization, planning, scheduling, scope management, business requirements, and change management.
Possess dynamic interpersonal skills, as well as, the ability to listen attentively while assessing business objectives. Strong strategic thinking and execution abilities and strong analytical and problem-solving skills leading to practical application. Apt ability to interface with high-level corporate executives, vendors, and clients; seeking a challenging and rewarding position within a progressive and stable organization.
KEY AREAS OF STRENGTHS
• Strong verbal and written communication skills, ability to multi-task, well organized and willingness to work flexible hours.
• Project Management Skills
• Experienced in balancing priorities for short-term and long-range goals
• Knowledge and understanding of networking, business solutions, application development and other information technology
• Strong interpersonal and Analytical and Training skills.
• Able to adapt quickly to challenges and changing environments.
• Configuration and Deployment of both hardware and software
• Ability to install, monitor and troubleshoot software and hardware
• Working technical knowledge of current network hardware, software, protocols, and standards, including, Microsoft Windows, network routing, storage area networks, security.
• Able to coordinate multiple projects and meet deadlines under pressure.
PROFESSIONAL WORK EXPERIENCE
I.T. Change Manager, City Of Dallas, Dallas, TX May 2009 – Present
• Responsible for the management of change and configuration management process and all associated configuration items involved.
• Responsible for creating new Standard Operating Procedure for Change & Release Management process.
• Responsible for training CIS on new Standard Operating Procedures.
• Responsible for all documentation and procedures associated with the running, support and maintenance of any IT supported application and hardware.
• Manage project to identify Infrastructure to Application Relationship and Dependencies.
• Responsible for the software updates and releases from birth to deployment including creating items included in the project and communication with Project Managers and various business department leads.
• Ensure all change processes comply with new Standard and published change control policies.
• Create and maintain Configuration Management Database (CMDB) and all associated Configuration Items (CI’s) .
• Assess and report the impact of all changes to production before implementation as well as insure all risks are re-mediated.
• Responsible for creating method to identify and document pipeline per Application.
• Communicate all changes to any affected business unit and IT Management.
• Review and analyze market data developing and implementing business plan.
• Comply will all legal and regulatory compliance requirements.
• Interface with Application Management/Portfolio Management/Infrastructure Management to ensure correct and consistent implementation of all changes into production.
• Identify CAB members.
• Establish CAB Agenda.
• Convene and chair the Change Advisory Board (CAB).
• Approve and schedule all changes for release.
• Provide and communicate the Forward Schedule of Change (FSC).
• Establish reasonable Service Level Agreements. Ensure these SLA’s regarding changes, are met or exceeded. If not report and remediate any issues.
• Determine and verify if training is needed for any change and/or enhancement. If so, coordinate and schedule.
Senior Change & Release Analyst, BDFTE LP, Addison, TX January 2008 – May 2009
• Responsible for the management of change and configuration management process and all associated configuration items involved
• Responsible for all documentation and procedures associated with the running, support and maintenance of any IT supported application and hardware
• Responsible for the software updates and releases from birth to deployment including creating items included in the project and communication with Project Managers and various business department leads
• Ensure all change processes comply with the published change control policies
• Create and maintain Configuration Management Database (CMDB) and all associated Configuration Items (CI’s)
• Manage and verify the Definitive Software Library is current and all licenses are correct
• Assess and report the impact of all changes to production before implementation as well as insure all risks are re-mediated.
• Communicate all changes to any affected business unit and IT Management
• Review and analyze market data developing and implementing business plan.
• Utilize sales force automation system to maximize sales effectiveness.
• Comply will all legal and regulatory compliance requirements established by Sepracor.
• Interface with Application/Project Management/Business Analysts to ensure correct and consistent implementation of all changes into production.
• Convene and chair the Change Advisory Board (CAB).
• Approve and schedule all changes for release.
• Provide and communicate the Forward Schedule of Change (FSC).
• Verify all Service Level Agreements, regarding changes, are met or exceeded. If not report and remediate any issues.
• Determine and verify training needs for any change and/or enhancement: coordinate and schedule.
Senior Systems Analyst, Alcatel, Plano, TX January 2000- January 2008
• Assist in project planning and implementation, such as annual sales conference from an IT perspective
• Supported development platforms for both North America and Europe, working with developers to identifying elements needed in migrations.
• Support network and infrastructure of all remote locations outside of the Plano based campus
• Negotiate and secure 3rd party contracts with remote vendors to provide local infrastructure support as needed
• Track and Maintain remote infrastructure (including routers, WAN lines/connections, printers, servers,etc.) inventory (Approx. $250K+ per remote location)
• Negotiate and secure 3rd party pricing and contracts for all remote site hardware
• Provide 24/7 support to executive and remote engineer/sales staff.
• Install, support, and configure home LAN and wireless networks for VPN.
• Evaluate and Test all new equipment and software for sales and engineering staff
• Support all hardware and software related issues.
• Administer Remote Site Servers
• Administrate and Manage software and hardware deployment and inventory of remote engineers and offices
• Build, plan, and conduct physical inventory of remote locations
• Research and discover new hardware/software and/or updates of current hardware/software
• Deploy/Distribute all updates from server to client
• Manage software and hardware migration @ remote locations
• Weekly Metrics & Reports during meetings
• Maintain and update all infrastructure platforms and images for remote locations and platforms
• Create and maintain documentation of all changes, updates, improvements, suggestions, etc. for reference and knowledge base.
• Creation of new REMOTE locations and rollouts
• Focal point within Testing Services for tracking defects
• Updated LAN repository with appropriate project documentation for reference.
Pharmaceutical Contract Facilitator/Trainer, LPW November 2006 – November 2007
• Facilitated Instructor based training for KING Pharmaceuticals Sales Reps on application & rollout from Stay In Front though out the U.S.
• Facilitated Instructor based training for ENDO Pharmaceuticals Sales Reps on application & rollout from Stay In Front though out the U.S
Change Management Coordinator, Intervoice, Dallas, TX March 2004 – July 2005
• Ensure alignment of operating model designs and develop implementation and transition plans across project scope
• Serve as expert Change Management coach to change initiative teams.
• Use expertise to develop case for change and build the Change Management process, standards, tools & templates for the client
• Interpret results from multiple project components and translating these findings into clear and compelling recommendations and solutions; ensuring integration of multiple pieces against project goals
• Serve as primary resource for facilitating weekly Change Advisory Board (CAB) meetings with appropriate Executive Committee Members and ensuring the overall accuracy of information within each request.
• Plan, Schedule, and Drive multiple Projects
• Serve as both project management of change consulting and hands on design and delivery of change consulting initiatives.
• Use research based, proven Change Management model & framework to develop and implement strategies for culture change
• Facilitate proper prioritization, compliance with standards, and completeness.
• Orchestrate approval workflow of change tickets based on pre-established guidelines.
• Evaluate and recommend methods for streamlining and improving the change process.
• Maintain and adapt the change management documentation where necessary, as well create change management reports
• Develop long-term relationships with existing clients at senior level; participating in client presentations and proposal writing
• Act as backup resource for facilitating Change Advisory Board/Executive Committee (CAB/EC) meetings with appropriate Executive Committee Members and ensuring the overall accuracy of information within each request
Systems Analyst, Children’s Medical Center, Dallas TX November 2003 – May 2004
• Responsible for maintaining Server Images and upgrades, including all applications. Responsibilities include creating and rolling out new images throughout the medical facilities and all remote locations.
Manufacturing Specialist, Texas Instruments, Dallas TX May 1993 – January 2000
• Maintained SPC data to insure quality and track fluctuation in yield of wafer productivity.
Handled chemicals, used microscope to inspect wafers, maintained precision equipment, and processed wafers to comply with specifications as well as other requirements.
• Train employees on basic functions of Plasma and responsibilities
• Performed basic process documentation and data entry.
Help Desk Support I, Texas Instruments
• Worked in the computer room on proprietary software, resetting passwords, trouble-shooting automation problems and rebooting interfaces.
• Trained designated groups on email interface.
• Interfaced with computer engineers to understand and improve factory automation systems.
• Ticketing System Proprietary
• Platforms: ’95/’98, NT, 2000
EDUCATION & CERTIFICATIONS
Some College Coursework Completed, Accounting, East Field Community College, 1996
Certifications
• ITIL v3 Certified – 2009
• P.M.P Training – 2007
• Dell Certified – 2006
• C & C++ Programming – 1999
• Networking Essentials – 1999
• Windows NT Workstation 4.0 – 1999
• I.I.S – 1999
• TCP/IP – 1999
• Windows NT in the Enterprise – 1999
• O.O.A &D – 1999
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