Professional and Motivated
- 1. Treva Nykki Williams ITIL V3 Certified 1748 Lake Side Ave Davenport, Florida 33837 (469) 534-8229 [email protected] Professional Summary 10 years as a Service Delivery Escalation Manager, responsible for major incident management across the Americas Professional Services top service delivery engagements. This is a high visibility position that requires frequent contact with senior management as well as regular communications with Product Business Units, Engineering teams and Global Support Services. I am a dynamic leader with a proven track record of successful development of relationships, development & implementation of processes, management of large scale strategic projects and programs, effective cross group collaboration and motivation of teams at all levels, and proficient from a technical perspective preferably in an IT Infrastructure Delivery environment. As the Service Delivery Escalation Manager take end-to-end ownership of Incident Escalations and ensure that the right level of support and services are being provided. I lead major incident recovery, ensure root cause analysis is performed on issues and provide the mentoring of resources and provide the reporting out from an operational perspective. Qualifications: • Motivated to achieve goals • Practical, systematic and efficient • General financial management • Intuitive sense • Long Term dedicated and steadfast Remote Worker • Accuracy and attention to details • ITIL v3 Certified • Customer and Vendor management • Strong personal communications skills • Use and knowledge of ticketing systems: Remedy, ServiceNow, Service Manager and Case Exchange • Quikbase applications – Capella, EMS FIT and Daily Service Dashboard • Teleconferencing and Remote Webhosting conference and training tools • Tolerant and flexible to different situations • Ability to facilitate moderate complex client meetings • Critical thinking, decision making and problem solving skills • Established good working relationships with customers/clients • Project Management skills: Influencing, leading, negotiating and delegating abilities • Ability to organize, prioritize and work under extreme work pressure, high workloads and deadlines • Prepares timely and quality client deliverables that meet or exceed team mangers and client expectations
- 2. Professional Experience: Wipro Limited March 2016 to Present ITIL Change Manager/Principal Consultant Neiman Marcus Group • Responsible for the successful rollout, adoption and maturation of a Global IT Change Management process at Neiman Marcus. • This includes championing and rolling out the process across the globe, ensuring process compliance, reporting effectiveness through key performance indicators (KPIs) and metrics, leading process improvement opportunities, and communicating on a thorough and consistent basis throughout the IT organization. • Champions the process with all global stakeholders. • Acts as subject matter expert in all topics related to IT Change Management • Leads deployments to areas not yet using the Global IT Change Management process • Defines a governance structure and associated reports to ensure that the process is being followed and to identify additional improvement opportunities • Implements process improvement opportunities • Develops and executes process training (classroom, videos, FAQs, job aids, etc.) • Manages IT Change Management team members responsible for day-to-day operational activities such as providing user support, account maintenance, etc. Also provides guidance and leadership to regional Change Management leads. • Oversees Change Review Board (CRB) and/or Change Advisory Board (CAB) meetings as appropriate • Partners with other ITSM team members to integrate IT Change Management with other IT Service Management (ITSM) process areas such as Configuration Management and Problem Management • Defines and executes long-term and short-term roadmap to increase process maturity CDI, Corp November 2014 to March 2016 Major Incident Manager/Problem Manager HCL/Walt Disney Parks and Resorts • Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks • Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties • Authorize any IVR message updates for Service Desk • Attend the Enterprise Operations call and report the status and details of business impacting incidents; also ensure the Problem records are reviewed before an SLA breach which is reported during the call. • Work with all stakeholders to identify the workaround or resolution for the Incident • Set expectations of all stakeholders about the timelines and permissions required for the resolution • Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved • Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state • Open Problem Tickets as per Problem Management Policy and Procedures • Document in retrospect, the actions taken, learning and approvals in the service Management tools
- 3. • Track and close and review all pending actions from the restoration that complete the recovery from the impact of the Incident • When not on a Critical Incident bridge, maintain a control on Ageing and Hopping incidents in each shift by running appropriate reports and escalating the Incidents to track leads and SDMs for proper action from ticket assignee groups/individuals • Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures • Initiate other processes that interface with the Critical Incident Management Process. Example: Problem Management, Critical Incident review or Emergency/urgent changes • Review the Changes presented for Infrastructure Implementation • Participate in Customer Change Advisory Board and Technical Advisory Board CAB/TAB meetings and present the Infrastructure related Changes • Complete understanding of Customer Change Processes and ensure that it is implemented on the Support Floor • Good understanding of Infrastructure Services which is utilized while analyzing and reviewing the Changes • Complete Process audit for the changes raised by the Support teams Hewlett-Packard Enterprise Services November 2013 to December 2014 ITO Service Delivery Consultant III Service Delivery Escalation Manager • Leads EMS L3 or above incidents and reviews all activities and results • Facilitates the coordination, communication of EMS L3 or above incidents through the use of Management Bridge conferences • Provides support and guidance to the SI Incident Managers • Creates a new action plan, or updates the existing action plan to help manage the Incident to recover and restore normal service operations • Actively maintains and monitors major, key, and large scale IT supplier contracts and their Service Level Agreements (SLAs), with key emphasis on cost effectiveness and time to resolve requests • Own and facilitate compliance reviews to ensure standards and processes are met • Owns the Post Incident Review Procedure of all EMS L3 or above incidents • Requests and reviews metrics reports related to SI HPIM • Provides management information on IT service quality and customer satisfaction related to SI HPIM • Manages support staff performance of the SI High Priority Incident Management process, creating and executing action plans when necessary to ensure continuous improvement • Form and lead ad hoc Management Review meetings for the current EMS L3 or above Incidents, as appropriate (review will include Business Impact and technical direction being used to resolution) • Ensures status updates from providers are communicated and delivery problems are escalated as necessary to affect minimal impact to operations. • Participate in and provide guidance to Business bridge conferences to ensure TSPs teams are working toward problem resolution • Form and lead High Priority Incident Management performance meetings in their domain(s) • Participate in and provide input to Problem Management Review Forum and Service Delivery Performance meetings. ITO Service Delivery Consultant III October 2007 to November 2013 Global Strategic and Critical Incident Management
- 4. • Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. • Facilitate, manage, and oversee the timely resolution of Incidents impacting IT Operations and Systems • Deliver timely, informative, and accurate communications across The Home Depot IT organization ; Participate in Incident and Problem reviews up to the Senior Director level • Ensure that issues are quickly diagnosed, resolved, and proper root cause analysis is assigned, performed, and actions implemented so issues will not reoccur. • Proactively identify incident trends and potential problems to prevent incidents from occurring and to minimize the impact of incidents that cannot be prevented ; Monitor outstanding problems and their status to ensure RCA identification and corrective measures are being taken to permanently fix the problems • Focus on continuously improving processes and IT services delivered while maintaining a high level of customer service • Exercises independent judgment within generally defined policies and practices to identify and select a solution. • Ability to handle most unique situations. • Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end-users areas, including transformation. • Escalation Management: Identify, manage, and lead escalations through L3. Work with others to help manage escalations through L5. • Problem Management: Participates in Major problem reviews, maintain information about problems and the appropriate workarounds and solutions, and problem categorization, logging, and detection. • Change Management: Comply with Change Management and approval processes • Continuous Service Improvement: Focus on continuously improving processes and IT services delivered while maintaining a high level of customer service. • Quality: Provided feedback that influenced change in internal and/or vendor-provided products and service offerings. • Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer. • Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Lead teams which address operational processes and policies in work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area. EDS, Plano, TX October 2002 to October 2007 Infrastructure Associate • Regulated access to computer data files, monitored data file use and updated computer security files. • Read computer security files to determine whether denial of data access reported by employee was justified. • Modified security files to correct error and explained that employee authorization did not permit access. • Answered employee questions about computer security. Verified correct information in security files. • Reviewed data use records and compared user names listed in records with employee authorization.
- 5. • Assisted subordinates and supervisors in identifying and resolving problems. • Expedited communication between upper level management and general personnel. • Monitored data communications network to ensure that network was available to all system users. • Monitored modems and display screen of terminal to mainframe computer. • Detected error messages that signaled malfunction in communications software and hardware. • Entered diagnostic commands into computer to determine nature of problem and read codes on screen to diagnose problem. • Read technical reference manuals for communications hardware and software to learn cause of problem. • Identified problems, diagnosed causes and determined corrective actions. • Demonstrated effective leadership and encouraged team concepts. EDS, Troy, MI May 2000 to October 2002 Information Associate/Business Services Analyst • Converted data from project specifications and statements of problems in order to create and modify computer programs. • Analyzed user requirements, procedures and problems in order to automate processing and improve existing computer system. • Conferred with personnel of organizational units involved in order to analyze current operational procedures. • Learned specific input and output requirements such as forms of data input, how data was to be summarized and formatted for reports. • Wrote detailed description of user needs, program functions and steps required to develop and modify computer program. • Reviewed computer system capabilities, workflow and scheduling limitations. • Determined if requested program and program change was possible within existing system. • Studied existing information processing systems in order to evaluate effectiveness. • Developed new systems to improve production and workflow as required. • Prepared workflow charts and diagrams to specify operations to be performed by computer programs and operations. • Conducted studies pertaining to development of new information systems to meet current and projected needs. • Assisted subordinates and supervisors in identifying and resolving problems. • Planned and prepared technical reports, memoranda and instructional manuals as documentation of program development. • Upgraded system and corrected errors to maintain system after implementation. • Assisted computer programmer in resolution of work problems related to flow charts, project specifications and programming. • Analyzed workflow chart and diagram applying knowledge of computer capabilities, subject matter and symbolic logic. • Conferred with supervisor and representatives concerned with program. • Resolved questions of program intent, data input, output requirements and inclusion of internal controls. • Converted detailed logical flow chart to language processed by computer. • Entered program codes into computer system. • Inputted test data into computer. • Observed computer monitor screen to interpret program operating codes. • Expedited communication between upper level management and general personnel. • Corrected program errors using methods such as modifying program and altering sequence
- 6. of program steps. • Wrote operational instructions to guide production personnel. • Analyzed, reviewed and rewrote programs in order to increase operating efficiency and adapt program to new requirements. • Compiled and wrote documentation of program development and subsequent revisions. • Assisted in resolving problems in running computer program. • Trained call center representatives and auto dealer community to use program. • Identified problems, diagnosed causes and determined corrective actions. • Obtained and analyzed project specifications and flow charts. • Directed and coordinated work of others to write, test and modify computer programs. • Demonstrated effective presentation skills. • Maintained and modified software using computer terminal. • Coordinated the installation of computer operating system software and tests. • Initiated test of system program. • Observed readout on monitor of computer system in order to detect errors or work stoppage. • Entered code changes into computer system to correct errors. • Changed system software so that system performance would meet objectives. EDS, Southfield, MI November 1997 to May 2000 Business Service Analyst Investigated and resolved computer software and hardware problems of users. • Talked to user in order to learn the procedures followed and source of the error. • Answered questions applying knowledge of computer software, hardware and procedures. • Determined whether problem was caused by hardware such as modem, printer, cables and telephone. • Talked with coworkers to research problems and find solutions. • Talked to programmers to explain software errors and to recommend changes to programs. • Called software and hardware vendors to request service regarding defective products. • Read trade magazines and attended computer trade shows to obtain current information about computers. • Tested software and hardware to evaluate ease of use and whether product would aid user in performing work. • Wrote software and hardware evaluation and recommendation for management review. • Wrote and revised user training manuals and procedures. • Developed training materials such as exercises and visual displays. • Trained users on software and hardware on-site and in classroom. • Recommended outside contractors to provide training. • Inspected microcomputer equipment and read order sheet listing user requirements to prepare microcomputer for delivery. • Loaded specified software packages such as operating systems, word processing and spreadsheet programs into computer. • Entered commands and observed system functions to verify correct system operation. • Expedited communication between upper level management and general personnel. • Assisted subordinates and supervisors in identifying and resolving problems. • Identified problems, diagnosed causes and determined corrective actions. Education Collin County Community College Plano, TX
- 7. Computer Science Formerly attended Computer Learning Center Madison Heights, MI IT Support Professional Diploma 1997 Crockett Vocational/Technical Center Detroit, MI Medical Laboratory Assistant/Phlebotomist- Certified 1994 Kettering Senior High School Detroit, MI Michigan State Endorsed Diploma 1994