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LINKEDIN LINK AVAILABLE PHONE NUMBER AVAILABLE EMAIL AVAILABLERemote Sr. Process Architect / Process Engineer / Sr. Business AnalystSr. Business Analyst - Asset & Configuration Analyst - Process Oversight - Technical WriterProcess MethodologiesOver 25 years experience in Process Architecture Modeling methodologies: ITIL, Lean Six Sigma; BPMN, IDEF0; ISO20K/2701; SIPOC, CRUD Matrix, ArchiMateITSM Practice AreasIncident, Change, Problem, Event, Application; Asset, Continuity, Service Level, Availability, Knowledge, Service Catalog, Release, Continuous Improvement.Business AnalysisAgile/Scrum, Waterfall and Hybrid; SDLC Documentation, Traceability, Mapping, Requirements, UATToolsAuthoring: Office 365, Google Docs, Visio, Lucidchart, iGrafx, IBM Blueworks LiveProject Management: JIRA, MS Project.Collaboration: Microsoft Teams, Zoom, Slack, SkypeTicketing/Workflow: ServiceNow, Salesforce, BMC RemedyTechnologiesDatabases (Oracle, MySQL, Google Cloud, Cloudera, Hortonworks. Hadoop, AWS);Software (Teams, ServiceNow, BMC, SDLC),
Network / Cloud Infrastructure (Virtualization, Hardware, COM/Telco, Logical/Physical)EDUCATIONHoughton College EXINB.A. Writing / Communications ITIL Certified, Foundation v3 Pending: ITIL V4 Foundation v4ExperienceNorth Highland (State of Georgia Enterprise Community Health account)(May 2024 Aug 2024) Sr. Requirement Analyst / Sr. Process Architect Created new Operational and software architecture process diagrams from minimal client user stories and narratives. Detailed enterprise Release, Change Configuration, Event and Content Management activities. Captured inter-process interfaces (manual and automated). Referenced Service Catalog as key inputs to process flows. Extracted and captured requirements from Visio flows, identifying key vendor duties and enhancing future state ECH autonomy. Drove strategy for automation opportunities (dashboards, modules, reports) and generated extensive ad hoc Requirements for handoff to future state development teams.
Skills: Requirements Definition and Documentation Process Architecture Service CatalogAT&T(Jul 2023 Apr 2024) Sr. ITSM Process ArchitectProduced detailed software architecture workflow documentation, documenting automation, multi-system integrations, and present/future modes of operations for major upgrade efforts. Chair process meetings with subject matter experts to validate content. Support senior systems analysts with LucidChart development, made recommendations to advisory board on best practices.
Skills: Process Architecture Strategic Communications Software Process MappingADP(Mar 2023 - Jun 2023) Sr. ITSM Process ArchitectSpearheaded Global Security Organization's Process Architecture and Methodology practice. Established key policy artifacts. Created Vulnerability Management, Security Communications, and Budget Intake processes. Chaired final approval workshops.Skills: Process Architecture Implementation Methodology IT Security Best Practices Strategic Communications Business Process Mapping Service CatalogKey Bank Remote(December 2022 February 2023) Sr. ITSM Process ArchitectSupported regulatory effort to map major strategic fraud business processes in IBM Blueworks Live. Chaired process meetings with SMEs to review content and integrate feedback.
Multiple Remote(May 2022 October 2022) Lead ITSM Process Architect Produced 20+ Comcast Project Management workflow and system playbooks, detailing software process steps, screenshots of module interfaces, and differentiating variances between highly similar system modules. Reconfigured Visio software architectural diagrams. Presented playbooks to stakeholders and updated same in document workshops. Created Splunk process workflows for Change Management and Sales Life-cycle initiatives. Created a standardized document template for major Business Practices Handbook migration to a wiki-based approach. Coordinated and chaired document workshops with SMEs and stakeholders to complete their articles detailing extensive sales support activities.Federal Reserve Remote(Aug 2021 April 2022) Lead ITSM Process Architect Tools Remediation Team Process Architect for Fault Isolation Zoning project, created in response to early 2021 incident, designed to restrict administrative scope. Created primary architecture and process guide template deliverable. Ran process workshops populating template for 30 distinct application teams as part of compliance determination. Documented current, future state and post-implementation validations. Created detailed tool diagrams (logical and workflow) in Visio. Worked closely with Senior Project Coordinator and Business Analyst in coordinating contacts, workshops, and follow up validations.
Reported to Scrum Master on all deadlines and deliverables.
Wells Fargo Remote(Nov 2019 Aug +2021) Middleware Asset Consultant / ITSM Process Architect Lead coordination effort to revamp asset gap reporting (middleware unscanned servers) Implemented multiple Six Sigma Process mappings on Middleware Analyst Lifecycle methodologies (entry/exit, escalations, etc.) under an Agile framework. Lead initiative to Rebuild Asset Analysts into Product Owners; Drove Governance, Scope, and RACI deliverables to define team epics. T3 Business Initiatives Consultant tasked with resolving complex Asset Management Issues and projects; validating in and out-of-scope issues; Project Coordination with SMEs.EPAM (formerly Naya-Tech) Remote(Sep 2019 Jan 2021) Senior Editor (Part Time)Edited Microsoft and Google end-client database migration guidebook using Google Docs, including content and gap analysis for SMEs; Collaborated with SMEs and Executives via Zoom and Google Docs; technologies covered included Oracle, MySQL, Cloudera, Hortonworks. Hadoop, AWS, and Google CloudInternational Business Machines(Jan 2019 - May 2019) ITSM Process Architect Remote State of Alabama/North Carolina accounts: Deliver Process Interface Manuals as part of mainframe service transition activities for multiple state government agencies.
Project managed document internal SME approval life cycle and worked with formal Project Manager to facilitate client interactions.
Delivered cohesive support to client accounts as a BPMN Process Architect & Project Manager Chaired workshops for Standard Operations Procedures and ad-hoc solutions documents for gap identification, remediation, and adherence to contract SOWs Facilitated detailed reviews in co-ordination with internal SMEs and provided resolution to production issues Oversight of ITIL integration while offering consultancy support, Risk Management, and documenting service desk transitionWells Fargo Remote(Jul 2017 Dec 2018) ITSM Process Architect / ITIL Consultant
(Jul 2015 Jan 2017) BPMN Process Consultant/Senior Process Architect
Delivered cohesive guidance as a Subject Matter Expert for on-going procedures supporting a network segmentation project in collaboration with Target Operating Model (TOM) teams Provided context diagrams detailing Network Segmentation across all engaged organizations and functional teams
Chaired process workshops and produced BPM deliverables for the ITAM regulatory project
Spearheaded BPM processes for enterprise interim & aged vulnerability remediation, Exception Management, Forecasting, and CIO Communications Steered internal audit team on strategy and delivered matching documentation Spearheaded the process architectural best practices & delivery of process architectural strategy for Director approval. Championed the delivery of request asset standards (EOL), Release Management, and architectural life cycle oversightHCL Remote(Jan 2012 May 2015) Problem Manager, ITSM Process Architect (Cummins & Gulfstream)
Spearheaded the Problem Management transition into the Remedy help desk. Integrated P1 & P2 Incident reporting into Problem Management directives Drove Scrum sessions with offshore teams to develop Problem Reports for account executives, functional specification documents for Incident and Change Management.
Eliminated backlog of legacy records (Incident, Request, Problem) prior to Remedy deployment Identified corrective actions on Event Management alerts, driving 90+% of EvM problems Chaired multiple ITIL re-engineering workshop (Incident, Problem, Change Management). Validated numerous client Six Sigma findings aligned to HCL and ITIL methodologies Substantive updates to corporate INC, PrB, and ChM Gold Standard processes
Audited & enhanced legacy UAT scripts against implemented Remedy BMC EMS tool Completed ISO20K assessments for Incident, Problem, and Configuration Management
HP Remote(August 2011 December 2011) ITSM Process Architect and TesterMigrated legacy EDS processes and procedures to new HP global standards and methodologies. Audited and updated key testing documentation
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