Charlotte A Clarke
Piscataway,NJ
Summary
ITIL certified Change Management professional, experienced in navigating and adapting in a dynamic IT environment. Expertise in Change Management, Production Support, Data Governance, Procurement, infrastructure & Release implementation. Colleagues and customers value the unpretentious management style of this candidate. Astute coordination of deliverables and details, exemplary service delivery, dependability and diplomacy are this candidate’s signature. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
36
36
years of professional experience
Work History
IT Process and Change Manager
Wyndham Hotel and Resorts
12.2017 - 06.2024
- IT Change queue and quality management
- Processed and delivered weekly CAB meetings while collaborating with all IT teams
- Produced and delivered Metrics for Senior level Management
- Worked with Compliance to ensure clean audits.
- Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Developed training materials and resources for smooth transitions during organizational changes.
IT Security Change Manager
Wyndham Worldwide Corporate
01.2011 - 12.2017
- Managed and supported the IT Changes and Communications for the Security Operations in a shared services environment
- Ensured standardization and procedures collaborating with all 4 BU’s.
- Built strong relationships with stakeholders at all levels,
- Developed training materials and resources for smooth transitions during organizational changes.
- Partnered with business teams to understand needs and mitigate potential problems.
US / UK Procurement Manager
Deutsche Bank
01.2007 - 06.2011
- Developed strong relationships with key suppliers, resulting in improved communication, better pricing, and reliable delivery schedules.
- Interface with Networks and Data Center Operations teams to ensure coordination.
- Evaluated supplier quotes based on purchasing procedures and competitiveness in quality, price and delivery.
Infrastructure and Security Project Manager – AT&T Account
IBM - Global Services
01.2006 - 01.2007
- Migration Coordinator for the AT&T application ID’s between the US, India and Canada
- Collaborated with cross-functional teams to integrate diverse perspectives into comprehensive security solutions.
- Evaluated existing security infrastructure, recommending improvements based on identified gaps and weaknesses.
Centralized Change Manager – AT&T Account
IBM - Global Services
01.2004 - 01.2005
- Ensured all changes were compliant with the business requirements
- Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.
- Primary interface for management in Assuring correct system changes
- Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
Production Support Manager – AT&T account (800 Service)
IBM - Global Services
01.1999 - 01.2004
- Application Support - 24X7 on-call team
- Implemented and tested Disaster Recovery Protocols
- Coordinated and managed the install of software releases
- Monitored and checked accuracy of the UNIX systems
- Organized post-outage reviews and developed corresponding Service Action Plans.
- Implemented scheduled maintenance, retooling production status sheets and driving numerous tasks to achieve scheduling effectiveness.
- Escalated and resolved IT service issues.
Network Support Analyst
AT&T
01.1998 - 01.1999
- Resolved network system problems reported via hotline
- Built strong relationships with internal stakeholders by consistently delivering high-quality service and support on system-related matters.
- Oversaw incident response efforts, proactively addressing issues before they escalated into larger problems.
Metrics and Communications Associate
AT&T
01.1995 - 01.1998
- Established strong relationships with key stakeholders, fostering collaboration and mutual support.
- Represented the application on Post-Outage Reviews and Service Action Plans
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
Data Processing Associate II –Application & Service Management
AT&T
01.1994 - 01.1995
- Collaborated with team members on data validation, derived key insights, coordinated and prioritized tasks and communicated updates about fixes.
IT Problem Change Coordinator
AT&T
01.1992 - 01.1994
- Boosted efficiency of change management meetings by setting clear agendas, tracking action items, and maintaining open lines of communication among team members.
Resource Utilization Group (RUG) - DASD Management
AT&T
01.1990 - 01.1992
- Promoted a culture of collaboration and teamwork, fostering an environment that encouraged open communication and shared learning among colleagues.
- Managed IT space availability for IT internal team members.
Computer and Helpdesk Associate
AT&T
01.1988 - 01.1990
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Education
Bachelor of Science - Education
TCNJ: The College of New Jersey
Ewing, NJ05.1986
Skills
- Assyst
- ServiceNow
- Remedy
- Confluence
- Microsoft Office Suite
- Communication
- Time Management
- Project Management
- Power BI
- Job Control Language
- Emotional Intelligence
- Teradata/Physical
- Database In-house tools
Technical acumen
Certifications/Training
- ITIL v3.0 Certified
- Project & Process Management
- EVERBRIDGE
- Incident Management
- Presentation Techniques
- Leadership for the Future
- Conducting Productive Meetings
- Problem Solving & Decision Making
- Management Assessment Process
- Time Management
- Diversity Training
Timeline
IT Process and Change Manager
Wyndham Hotel and Resorts
12.2017 - 06.2024
IT Security Change Manager
Wyndham Worldwide Corporate
01.2011 - 12.2017
US / UK Procurement Manager
Deutsche Bank
01.2007 - 06.2011
Infrastructure and Security Project Manager – AT&T Account
IBM - Global Services
01.2006 - 01.2007
Centralized Change Manager – AT&T Account
IBM - Global Services
01.2004 - 01.2005
Production Support Manager – AT&T account (800 Service)
IBM - Global Services
01.1999 - 01.2004
Network Support Analyst
AT&T
01.1998 - 01.1999
Metrics and Communications Associate
AT&T
01.1995 - 01.1998
Data Processing Associate II –Application & Service Management
AT&T
01.1994 - 01.1995
IT Problem Change Coordinator
AT&T
01.1992 - 01.1994
Resource Utilization Group (RUG) - DASD Management
AT&T
01.1990 - 01.1992
Computer and Helpdesk Associate
AT&T
01.1988 - 01.1990
Bachelor of Science - Education
TCNJ: The College of New Jersey
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