Samantha Battle
Huntington Beach, CA
Change Management
Job Preferences:
Desired job title:
Change Management
Desired occupation:
Change Management
Project Management
Risk Mangement
Business Analyst
Project Manager
Employment type:
Full time, Contract, Work from Home
Career status:
Active job seeker
Available to start:
08/2021
Additional notes:
Large organization Change Management or Project Management. Can be any industry. Remote work or hybrid model preferred.
Education:
DeVry University
Bachelor of Science in Computer Information Systems,
Work Experience:
08/2014 – 07/2021
Systems Support Analyst IV (Change Management), AVP
Wells Fargo
Business Analyst
* Consumer and Small Business Banking (CSBB), Payments, Virtual Solutions & Innovation (PVSI), Manage my Relationship Customer Journey, Enterprise Contact Technology (ECT) Risk Management and Change Management Support for 100+ application, 4,500+ server CBT Customer Connection Community and associated Infrastructure components (fiber optics, firewalls, cabling)
* Operational Risk Management - Risk assessment, documentation, review, and coordination of Production Change Requests to promote implementation awareness, ensure Application Availability, Safety and Soundness, and avoid conflicting initiatives/negative impacts for 1,500+ Change Records monthly, including High Risk Change analysis, outage communications, and Executive Change Advisory Board (ECAB) review
* Change Management / Incident Management / Root Cause Analysis - ITIL, Prosci, Kübler-Ross Change Management process and policies facilitation, with adherence and process improvements to Enterprise Change Management (ECM) guidelines and participation in EACO (Enterprise Availability Coordination Office) outage issue response and research, hosting Change Management Education Workshops, focus groups, A/B Tests, Root Cause Analysis directives within Enterprise Contact Technology (ECT) infrastructure, platforms, and applications, promoting implementation awareness amongst technology partners/stakeholders, including Network Management, Overseas Enterprise Global Services (EGS), and 50+ Support Groups within Enterprise Contact Technology, and third-party vendors/telecom carriers.
* ITSM experience - Remedy, ServiceNow -BMC Atrium Configuration Management Database (CMDB) Pac2000 Asset and Change Management tool for Change Request review, approval, arbitration, ad-hoc metrics reporting, support group creation, modification and inactivation, and Change notification auditing
* Tableau, Pac2000 Remedy Reports, PowerPoint - Change, RCA, and Problem Report dashboards, daily and adhoc experience with Performance Metrics (KPI's) analytics and report presentation to Sr Management
* Patching Deployment Management and Notifications (DMAN) - Server Patching Coordination Management, scheduled outage management, patch reporting and scheduling analysis in support of 4,500+ servers, spanning 100+ applications, in partnership with Enterprise Event Management, Enterprise Application Managers, Enterprise Technology Partners, and multiple lines of business. Playbook gatekeeper.
* Agile Project Management -Scrum, Project Management, Application on-boarding, Knowledge Transfer utilizing collaboration resources (Jira, Confluence) to compile, document, observe progress, and/or identify risks or performance gaps or deficiencies, maximize process improvement, and foster strategic partnerships
* Operational Risk Management - Risk assessment, documentation, review, and coordination of Production Change Requests to promote implementation awareness, ensure Application Availability, Safety and Soundness, and avoid conflicting initiatives/negative impacts for 1,500+ Change Records monthly, including High Risk Change analysis, outage communications, and Executive Change Advisory Board (ECAB) review
* Change Management / Incident Management / Root Cause Analysis - ITIL, Prosci, Kübler-Ross Change Management process and policies facilitation, with adherence and process improvements to Enterprise Change Management (ECM) guidelines and participation in EACO (Enterprise Availability Coordination Office) outage issue response and research, hosting Change Management Education Workshops, focus groups, A/B Tests, Root Cause Analysis directives within Enterprise Contact Technology (ECT) infrastructure, platforms, and applications, promoting implementation awareness amongst technology partners/stakeholders, including Network Management, Overseas Enterprise Global Services (EGS), and 50+ Support Groups within Enterprise Contact Technology, and third-party vendors/telecom carriers.
* ITSM experience - Remedy, ServiceNow -BMC Atrium Configuration Management Database (CMDB) Pac2000 Asset and Change Management tool for Change Request review, approval, arbitration, ad-hoc metrics reporting, support group creation, modification and inactivation, and Change notification auditing
* Tableau, Pac2000 Remedy Reports, PowerPoint - Change, RCA, and Problem Report dashboards, daily and adhoc experience with Performance Metrics (KPI's) analytics and report presentation to Sr Management
* Patching Deployment Management and Notifications (DMAN) - Server Patching Coordination Management, scheduled outage management, patch reporting and scheduling analysis in support of 4,500+ servers, spanning 100+ applications, in partnership with Enterprise Event Management, Enterprise Application Managers, Enterprise Technology Partners, and multiple lines of business. Playbook gatekeeper.
* Agile Project Management -Scrum, Project Management, Application on-boarding, Knowledge Transfer utilizing collaboration resources (Jira, Confluence) to compile, document, observe progress, and/or identify risks or performance gaps or deficiencies, maximize process improvement, and foster strategic partnerships
03/2008 – 11/2013
Network Management Center Engineer III-Service Delivery Manager
United States Advanced Network
Management/Manager, Engineering/Architecture
* Network Management - Cloud-based Contact Center Technology, Integrated Voice Response (IVR), Computer Telephony Interface (CTI), User Interface platform (UIP), Network Maintenance, Network Monitoring, and Network Quality Assurance Testing of hosted IVR systems and components
* Shared Risk Platform (SHRP) Management / Service Delivery Management - Customer Advocate, Client Management, Vendor Management and Internal Partner Support - Liaison with NMC (Network Management Center), Software as a Service (SaaS), Software Development, Systems Management, Node Management, Project Management, and Operations Support, with point-of-contact for customers, corporate partners (Aspect Software), vendors and service carriers (Verizon, AT&T, Level3) Samantha Nicole Battle
Professional Experience continued *
* Change Management - Responsible for creation and approval of Change Requests, facilitation of Change Advisory Board (CAB) meetings and reports
* Remedy Change and Ticket Management System Administration, Numara Software Change and Ticket Management System Administration - Design and creation of Trouble Management and Change Management workspaces, dashboards, and reports for internal and external partners per client specifications
* Policy and Procedure Management - Confidential/Restricted information, including restricted information, Protected Consumer Information (PCI) and Protected Health Information (PHI)
* Development and implementation of internal Standard Operating Procedures (SOP's)
* Shared Risk Platform (SHRP) Management / Service Delivery Management - Customer Advocate, Client Management, Vendor Management and Internal Partner Support - Liaison with NMC (Network Management Center), Software as a Service (SaaS), Software Development, Systems Management, Node Management, Project Management, and Operations Support, with point-of-contact for customers, corporate partners (Aspect Software), vendors and service carriers (Verizon, AT&T, Level3) Samantha Nicole Battle
Professional Experience continued *
* Change Management - Responsible for creation and approval of Change Requests, facilitation of Change Advisory Board (CAB) meetings and reports
* Remedy Change and Ticket Management System Administration, Numara Software Change and Ticket Management System Administration - Design and creation of Trouble Management and Change Management workspaces, dashboards, and reports for internal and external partners per client specifications
* Policy and Procedure Management - Confidential/Restricted information, including restricted information, Protected Consumer Information (PCI) and Protected Health Information (PHI)
* Development and implementation of internal Standard Operating Procedures (SOP's)
09/2007 – 02/2008
Computer Operator III
Perot Systems Government Services
* Civilian Federal Employee contracted with the Centers for Disease Control and Prevention and the United States Department of Health and Human Services (CDC and HHS)
* Government Security Clearance: NACLC (National Agency Check w/ Local Agency Check)
* Tier III Technical Support for fast-paced Call Center in world-wide 15,000+ user environment
* Remote Technical Support - Systems Management Server (SMS) and Citrix Management Console (CMC)
* International/Offshore User Administration Support
* Knowledge Base Repository - Support the design, development, and delivery of communications messages as well as the gathering and documentation of lessons learned for application to subsequent Trouble and Change efforts
* Government Security Clearance: NACLC (National Agency Check w/ Local Agency Check)
* Tier III Technical Support for fast-paced Call Center in world-wide 15,000+ user environment
* Remote Technical Support - Systems Management Server (SMS) and Citrix Management Console (CMC)
* International/Offshore User Administration Support
* Knowledge Base Repository - Support the design, development, and delivery of communications messages as well as the gathering and documentation of lessons learned for application to subsequent Trouble and Change efforts
08/2006 – 05/2007
Account Management Group Administrator
New Century Mortgage
* Tier III Enterprise Application Administration and support for 7000+ user environment
* SOX (Sarbanes-Oxley Act) Compliance and IT Controls objectives implementation
* Internal and External Audit Response - Review, research, analysis of security and general controls for findings documentation and implementation of processes and procedures to mitigate risk and ensure appropriate levels of access controls for 7000+ end users
* Identity Access Management (IAM), Identity and user Account Management (IDM) - Account Administration and Training of new, transferred, and promoted users. Close partnership with Human Resources and adherence to strict confidentiality protocol and regulatory compliance regarding termination of user accounts.
* Production Management and Development for various technologies, applications and systems including Empower, Active Directory, SharePoint, ExtraView, Websense, RSA SercurID, VPN, Citrix MetaFrame
* Process and Procedure documentation for inclusion in Support Services knowledgebase
* SOX (Sarbanes-Oxley Act) Compliance and IT Controls objectives implementation
* Internal and External Audit Response - Review, research, analysis of security and general controls for findings documentation and implementation of processes and procedures to mitigate risk and ensure appropriate levels of access controls for 7000+ end users
* Identity Access Management (IAM), Identity and user Account Management (IDM) - Account Administration and Training of new, transferred, and promoted users. Close partnership with Human Resources and adherence to strict confidentiality protocol and regulatory compliance regarding termination of user accounts.
* Production Management and Development for various technologies, applications and systems including Empower, Active Directory, SharePoint, ExtraView, Websense, RSA SercurID, VPN, Citrix MetaFrame
* Process and Procedure documentation for inclusion in Support Services knowledgebase
05/2005 – 06/2006
Administrative Assistant
Noritz America Corporation
Administrative
* Technical and Administrative Support for the American Division of world-wide company
* Active Directory Administration
* Enterprise Resource Planning (ERP) and Enterprise Content Management (ECM) Administration
* Implementation Coordination - IT moves, new user adds, changes, and user migrations
* Project Management - Initiation, tracking and reporting of IT purchasing and IT active contracts
* Crystal Reports Development - TASKE Call Management center reports for analysis of company-wide call center history and performance
* Database Repository - Customer issues and resolutions
* Active Directory Administration
* Enterprise Resource Planning (ERP) and Enterprise Content Management (ECM) Administration
* Implementation Coordination - IT moves, new user adds, changes, and user migrations
* Project Management - Initiation, tracking and reporting of IT purchasing and IT active contracts
* Crystal Reports Development - TASKE Call Management center reports for analysis of company-wide call center history and performance
* Database Repository - Customer issues and resolutions
Language Skills:
n/a:
English
Skills:
n/a:
Firewalls, ITIL, ServiceNow, Configuration Management, DATABASE, PowerPoint, analytics, Scrum, Jira, Confluence, Cloud, IVR, Interface, user interface, Software as a Service, SaaS, Verizon, AT&T, Level3, System Administration, PCI, user environment, (SMS), Citrix Management Console, user administration, SOX, access controls, user accounts, Empower, Active Directory, SharePoint, ExtraView, Websense, RSA SercurID, VPN, Citrix MetaFrame, Enterprise Resource Planning, ERP, Enterprise Content Management, Crystal Reports, Committed, Result-oriented, progressive, responding to operational challenges, deliver risk-conscious and practical results, analytical, service-oriented, well-developed work habits and initiative, Highly recognized for written communication skills, pragmatism, analytical nature, Resourcefulness, Reliability, capacity, Information Security, data management, Pac2000 Remedy Reports, Change, RCA, Citrix