Managed ITIL Incident & Problem Management implementation project engaging business & technical teams to deliver projects utilizing agile methodology.

Responsibilities:

• Made presentations, facilitated dialogue, influenced the decision making and reviewed new standards with All Business Groups Directors, Senior Managers, SME’s and obtained consensus of “Falls View User Departments” to implement the changes to processes

• Worked on a team of Design, Development, Business, Deployment/Change, and Support

• Analyzed business requirements and existing infrastructure in consultation with Sponsors, Functional Managers to implement Service Desk, Incident, Problem, change and release Management ITIL processes

• Architected, designed, customized and tested Front Range ITSM software to support ITIL Processes

• Customized, tested, and trained on the Pilot of Processes and Tools

• Deployed ITIL compliant processes including Service Desk, Incident, Problem Change and Release Management