vfjohnson Resume
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Resume:
Valerie Ford Johnson
Morlyn Drive Stephenson, Virginia | © |
Professional Summary
I am an experienced IT Change Management professional in Higher Ed with a focus on continual process improvements delivering service management best practices which encompasses the technology infrastructure.
- IT Service Management (ITSM) based on ITIL best practices.
- ITIL V Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
- ITIL V Service Delivery and Service Support areas of Service Level, Availability, Capacity, and IT Service Continuity Management; Incident, Problem, Change, Release, Configuration Management and Service Desk
- Demonstrated capacity to design and develop customized change management strategies and deliverables for projects, including assessments, communications, training, and support plans
- Highly focused and results-oriented in managing multiple IT change implementations
- Able to build and maintain effective relationships with staff members at all levels of the organization to gain support for change and to complete collaborative tasks within established project timelines
Areas of Strength
Technical
- IT Service Management
- ITIL V Service Strategy, Design, Transition,
Operation and CSI
- ITIL V Incident, Problem, Change, Release,
Configuration Service Desk, Service Level,
Capacity, Performance, Business Recovery and
Availability
- Organization Transformation
- Technology infrastructure Assessment, Planning
and Implementation
- Capacity Planning and Performance
- Operational Assessment
- Data Center Infrastructure
- Disaster Recovery Planning
Business
- ITIL Best Practices
- IT Service Management
- Project Management
- Change Management
- Business Analyst
- Service Strategy and Design
- Business Analytics
- Strategic Initiatives
- Organization Transformation
- Strategic Business Planning
Objective: To advance my career in a rewarding position with an organization that values highly trained technology workers. Demonstrate my professional IT service management skills and experience to assist in the achievement of the organization’s goals.
Professional Experience
Change Management Advisor, George Washington University
Ashburn, VA (December – Present)
- Facilitates the adoption of continual process improvements and procedures as part of the roll out of Remedy ITSM Suite.
- Established and facilitates the weekly Change Advisory Board and Emergency CAB (ECAB).
- Define and assess change impact for deploying new or improved technologies, standards, practices, processes, policies and procedures.
- Coordinate with business units an understanding of internal and external service level agreements, key performance indicators, to ensure minimal end-user change impacts.
- Develop and document metrics and the success factors that will identify the effectiveness and efficiency for the change management program strategy.
- Develop and implement recommendations to mitigate change implementation risks and business impacts (include sponsorship, motivation, managing resistance and communication plans).
- Communicate process changes, enhancements, and modifications verbally and through written documentation to management and associates so that issues were well understood.
- Participate in continuous business improvement analysis relating to management and lifecycle stages
- Effectively and accurately communicate relevant project information (e.g. status, risk, issues etc.) to the project team and other stakeholders.
- Identify and develop processes, metrics, and change management coordination
- Provide guidelines and timelines to the Project Management team and program team on change management best practices.
- Coordinates activities within the project life cycle including initiation, planning, execution, monitoring and control phases.
- Assess the climate and culture of the organization to identify the strengths and weaknesses, to anticipate the impacts resulting from the deployment of new technology
- Created the change management strategy and supported the internal resources in the deployment of the change management activities, including a communication’s campaign.
- Apply a structured change management approach and methodology for the people side change caused by projects and change efforts.
- Develop actionable change management plans including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan.
- Create and manage measurement systems to track adoption, utilization and proficiency of individual changes.
- Work with project teams to integrate change management activities into the overall project plan.
- Document minutes for meetings, improvement strategies’ decisions, and final deliverables
Security Guard, Allied Barton Corporation
Dulles, VA (October – February part-time)
- Performed security patrols of designated areas on foot
- Watched for irregular or unusual conditions that may create security concerns or safety hazards
- Permit authorized persons to enter property and monitors entrances and exits
- Control personnel/visitor access and track activities where applicable
- Provide assistance to customers, employees and visitors in a courteous and professional manner
- Conduct thorough security and safety checks of assigned facilities, to include checking for open doors, windows and/or other unsafe conditions
- Patrol parking lots and surrounding grounds/facilities noting dangers (potential and existing), and defects or violations.
- Provide security services such as parking and traffic direction and crowd control for special events
- Operated radio and telephone equipment and console monitors
- Respond to emergency calls for assistance including medical emergencies
- Proficient in oral communication and writing skills
- Active listening skills
- Assessed and evaluated situations effectively
- Identified critical issues quickly and accurately
Change Management Coordinator, George Washington University
Ashburn, VA (December – December )
- Reported on the status of all deliverables within the Change Management Team
- Communicated all progress and issues to the Change Manager and Project Leaders as necessary.
- Monitored the progress on individual Request for Changes (RFC’s) and escalate when appropriate.
- Reported on process performance and possible improvements including integration with other service management processes.
- Maintaining a SPOI (Single Point of Interface) Service Desk function for all RFC’s submitted by the client.
- Coordinated the implementation of change by managing the RFC workflow and maintaining communication while the process of completing the RFC takes place.
- Conducted assessments on priority, impact, resources, cost, benefits and risks of change and classify the change record in the Service Center accordingly.
- Ensured that all related tasks to the RFC are updated and completed.
Quality Control Analyst, George Washington University
Washington, DC (July – December )
- Participated in all facets of the change control process.
- Assisted department director in development of change control processes.
- Performed quality control for computer production scheduling activities.
- Ensured operational integrity through quality control procedures.
- Scheduled batch job processing parameters for UNIX based computer systems.
- Operated, monitored and reviewed user submissions via production control software (AppWorx) to ensure change control and quality assurance within the BANNER and AppWorx environment.
- Document and reviewed testing efforts for test plan execution.
- Organized IT seminars and events related to departmental goals and objectives.
- Received Director’s Commendation Letter
Quality Control Analyst, Systems & Computer Technology (SCT)
Malvern, PA (July – July )
- Supported production control manager by reviewing production schedules, recommending improvements and implementing changes.
- Improved overall quality by eliminating redundant scripts and implementing software driven production modules and chains.
- Advised management and staff on ways to increase efficiency and reduce rework.
- Provided effective presentation, coaching, and analytical skills when needed to improve operational effectiveness of the production control department.
Production Control Specialist, Affiliated Computer Services
Rockville, MD (Sept – July )
- Scheduled and Monitor jobs utilizing automated CA- and TSO scheduler.
- Set up jobs for processing schedules for optimal machine utilization.
- Evaluated CPU and peripheral allocations.
- Diagnosed and resolve difficult problems as they pertained to applications, operating systems and or hardware issues.
- Assisted programmers with errors occurring of JCL (Job Control Language)
- Performed daily transmissions using AS systems
- Submitted and tracked system changes in change control software
Education & Training:
- Rappahannock Community College, Warsaw, VA ()
- Business Administration
- GWU Center Professional Development, Washington DC
- Intro to Operating Systems
- Intro to Networking
- Systems Analysis & Design
- UNIX Fundamentals
- Prosci and the Change Management Learning Center, Aptos, CA
Change Management Certification in Prosci methodologies and tools, including
ADKAR
AppWorx Certification
- Essentials of Project Management and PMLC
- ITILV & V Foundation Certification
- Project Management
- IT Service Management (Incident, Problem Change, Release, Configuration, Service Request and Asset)
- Business Analytics
- Business Analyst
- Remedy IT Service Management – Change Management Certification
- Remedy AR System Administering
- AR System Administering Performance Tuning and Troubleshooting
- Application Requirements Analysis, Design & Development
- BMC Remedy Change Management
References: Available Upon Request
