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Skills

  • Automation tools integration (e.g. Jenkins, Ansible)
  • Customer satisfaction improvement
  • Relationship development
  • Operational improvement
  • Business analysis
  • Continuous integration (CI) strategies
  • Customer service
  • Risk assessment and mitigation
  • Team management
  • Data collection and analysis

Work Experiences

  • Achieved seamless service implementations.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.
  • Identified process areas in need of improvement and implemented procedure program, resulting in a 14% increase in productivity.
  • Achieved Excellence Award for outstanding release management.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Various events, such as tradeshows, seminars, and workshops, were used to engage prospects and customers.
  • Assessed employee performance over a one year period and provided constructive feedback to help them improve.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across initiative calendars and programs.
  • Taught Service Release Coordinators and Service Release Coordinators effective customer service techniques, resulting in a 7% increase in client satisfaction.
  • Actively participated in root cause analyses of release failures, which contributed to a 55% reduction in post-launch incidents.

Summaries

  • Optimize long-term success by effectively balancing targets with resources.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Service Release Coordinator.
  • Strengths in forming and maintaining relationships with a wide range of stakeholders in fast-paced, dynamic environments.
  • Within Miscellaneous, senior Service Release Coordinator and outstanding performer in risk assessment and process improvement.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Forward-thinking manager with 11 years of manufacturing project management experience.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Dynamic application of data analysis and workflow optimization in a fast-paced business environment.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced deployment timeframes from 18 months to program by introducing automated deployment processes and improving coordination between teams.
  • Collaborated with team of 14 in the development of framework.
  • Increased stability of production environments by integrating automated testing into the release pipeline, leading to a 18% decrease in hotfixes required post-release.
  • Orchestrated the implementation of a transparent outage communication plan, reducing the volume of customer complaints during service interruptions by 81%.
  • Managed the end-to-end release lifecycle of QuickBooks, from planning to post-release evaluation, ensuring success within an Agile framework.
  • Trained 11 new team members on release management best practices, improving team capacity and competence in handling fast-paced deployments.
  • Presented post-release performance reviews to C-suite executives, identifying opportunities for service improvements that aligned with business objectives.
  • Reduced code conflicts and release cycle delays through enhanced version control strategies, leading to a 50% improvement in deployment frequency.
  • Achieved a 35% increase in customer satisfaction by implementing transparent communication during outages and downtimes.

Affiliations

  • IT Service Management Forum (itSMF)
  • Association for Supply Chain Management (APICS)
  • Association of Information Technology Professionals
  • American Medical Informatics Association
  • Information Systems Audit and Control Association (ISACA)
  • Agile Alliance
  • International Institute of Business Analysis (IIBA)
  • Release Delivery & Change Management Networking Group
  • IEEE Software Engineering Community
  • Lean Six Sigma Certification Group

Certifications

  • Certified Public Accountant (CPA)
  • ITSM (Information Technology Service Management) Certification – Lakeside Partners 2018
  • Project Management Professional (PMP)
  • SAFe® 5 Release Train Engineer Certification – 2022
  • Lean Six Sigma Green Belt Certification - Beacon Labs, 2020
  • CompTIA A+ Technician
  • Google Professional Cloud DevOps Engineer - 2017
  • Certified Agile Leadership I (CAL I) – system 2019
  • Certified in Risk and Information Systems Control (CRISC) - ISACA - 2017
  • Project Management Professional (PMP) – Project Management Institute (PMI) 2019

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