James Adams
Summary
Dedicated IT professional with over 20 years of experience in providing technical, professional, and managerial support to organizations. Over the past six years, I have been part of the ITIL team serving as the Senior Global Change Manager. As a change manager, I have a proven track record of working closely with several technical teams to execute change management strategies and best practices for large-scale projects and technical changes. Skilled in building relationships, risk analysis, and communication, which has helped me gain the trust of my peers and leadership. My strong commitment to driving organizational growth and success has been pivotal in achieving my goals.
Experienced with guiding organizations through complex change initiatives to improve efficiency and performance. Utilizes strategic planning and stakeholder engagement to drive successful outcomes. Track record of fostering collaborative environments and ensuring smooth transitions.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Determined and experienced in mentoring and challenging team members to meet and exceed company goals. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
Work History
Senior Global Change Manager
Baker Hughes
03.2020 - Current
- Selected by Baker Hughes – a company with over 60,000 employees and locations in 80 countries – as lead for all global Change Management. Responsible for designing, deploying, and managing all IT Change Management policies and processes; overseeing SAP SOX compliance; ensuring change coordination and reviews; designing and performing metric reporting; leading all dedicated and ancillary resources; and integrating with other service management processes and vendor services. The key strategist in designing, implementing, and managing ITIL processes and policies.
- Accomplishments include:
- Key player in the development of SLAs and OLAs to help govern Service-Level Management. Noteworthy: increased rigor around service parameters that drove improved performance levels.
- Leading efforts to collaborate change management with release management, problem management, and service operations (help desk), allowing for increased proactive solutions for potential impacts.
- Leader is responsible for fully integrating strategic partners into ITIL policy and process and ensuring compliance. Strategic partners included Accenture, DXC, Micro land, staffing agencies, and others.
- Crucial partner with Project Management Office to coordinate formal gate reviews involving all portfolio projects, ensuring review and approvals of risk mitigation and final deployment approval.
- Leads all efforts on SAP audit compliance, including quarterly internal reviews and external audits. Result: zero findings and full SOX compliance for all SAP controls.
- Directs the oversight of audit compliance for testing and change documentation and verification. Upshot: zero new findings and zero repeat findings from previous audit.
- Implemented the Change Advisory Board (CAB) and Emergency CAB, ensuring proper review, analysis, and governance of enterprise changes, averaging over 130 attendees at every meeting, providing an extreme breadth of IT knowledge and experience leveraged against all enterprise environment changes. Result: successful analysis and approval of nearly 3,000 changes per year.
- Established an Infrastructure Review Board, combining issue and risk analysis between infrastructure and application support teams for the first time, reducing uncoordinated change impacts.
- Developed and deployed an automated Change Evaluation process integrated into existing Change Orders, allowing increased information post-change on issues and success rates. Result: better insights into success rates of various kinds of changes.
Change Management Coordinator
Baker Hughes Incorporated
11.2018 - 03.2020
- Selected by BHGE during the merger process to take over as Change Management Coordinator for IT Global Applications. Responsible for maintaining, deploying, and managing IT Change Management policies and processes: overseeing and owning SAP SOX compliance control; ensuring change coordination, and reviews; performing metric reporting; and integrating with other service management processes and vendor services. Key contributor in implementing and managing ITIL processes and policies. Cross train in Global Infrastructure change management, an asset and cornerstone of the success of our team. Accomplishments Include:
- Key player in enforcing SLAs and OLAs to help govern Service-Level Management
- Leader responsible for overseeing compliance of SAP and all application change request prior to deployment.
- Integral partner with Project Management Office to coordinate formal gate reviews involving all portfolio projects, ensuring review and approvals of risk mitigation and final deployment approval.
- Partnered with ITCM Director on all efforts on SAP audit compliance, including quarterly internal reviews and external audits. Result: zero findings and full SOX compliance for all SAP controls.
- Responsible for audit compliance for testing, change documentation and verification. Upshot: zero new findings and zero repeat findings from previous audit.
- Partnered with ITCM Director to drive the Change Advisory Board (CAB) and Emergency CAB meetings, ensuring proper review, analysis, and governance of enterprise changes. Averaging over 130 attendees at every meeting, providing an extreme breadth of IT knowledge and experience leveraged against all enterprise environment changes. Result: successful analysis and approval of nearly 3,000 changes per year.
- Work to enforce compliance of an established Infrastructure Review Board created by ITMC Director, with combining issue and risk analysis between infrastructure and application support teams for the first time, reducing uncoordinated change impacts.
- Lead ChaRM SAP transport compliance ensuring that all requirements are met prior to any ChaRM going into production. Working daily with SAP Pillars and the business stakeholders ensuring safety, compliance, and the integrity of the environment is not compromised.
Regional Support Manager
BHGE
06.2018 - 10.2018
- Selected by BHGE to support the Business to deliver IT needs in Houston and surrounding areas. Responsible for working with leadership throughout the region to understand the needs of the business devise and plan and execute the resolution. In this position, it required constant travel, technical aptitude, and face to face interaction.
- Led an initiative to consolidate locations in the Houston area to assist with cost saving throughout the BHGE organization globally.
- Key contributor in the SDWAN network upgrade project. Prepared each site by setting up the hardware required for the upgrade. Once the hardware was in place, would then work with the engineering and network team to test the hardware for go live. Once the testing was completed and all stakeholders signed off on go live, the team was assembled to go out and cutover the network to the new service. Testing was done thoroughly upon completion of the cutover.
Client Service Regional Manager
Baker Hughes Incorporated
05.2016 - 04.2018
- Selected by Baker Hughes management to lead off-site client services team. Led a team of seven members that spanned cross the US and Canada. Though the team was primarily desk side support, we supported a wide array of products and services. Coordinated with my team to ensure that SLA's and Customer Care was being met at a high level.
- Lead my team to top performance 2 years consecutively leading amongst their peers and above industry standards.
- Met with team twice a month to discuss strategic planning to better their site customer base.
- Met weekly with individuals to discuss the likes and lacks so we could devise a plan to help them reach goals and give customers the best possible service.
- Weekly metrics were run to help my team understand where we were as a team and organization and how can we use this data to progress towards our yearly goals.
- Integrated a mandatory meeting with Pillar Leads throughout the company to sit in on our team meetings to give feedback, suggestions or let the team know what is new.
- Over saw all trainings on and off site to better equip my team from a knowledge standpoint.
- Incorporated quarterly management training to be a viable asset to the entire organization.
Regional Service Desk Manager
Baker Hughes Incorporated
11.2011 - 04.2016
- Selected by Baker Hughes management to lead the Global IT service desk. Managed and led a team of over 60 technicians globally. Managed major incidents throughout the IT environment. Built a leading team that excelled in all major metrics. Took the initiative to build future leaders in the industry as well as challenge analyst to capitalize on their IT talents.
- Led the team to top performance 4 years consecutively, leading amongst their peers and above industry standards.
- Met with team weekly to discuss strategic planning, training, and visit our metrics with a comparison to our yearly goals.
- Met weekly with individuals to discuss their interactions with customers and how to make them a top analyst bringing the best customer experience to the business.
- Weekly metrics were run to help the team understand where they and the organization stand and how can we use this data to progress towards our yearly goals.
- Integrated a mandatory meeting with Pillar Leads throughout the company to sit in on our team meetings to give feedback, suggestions, train on new products and services.
- Led up an effort to bring a new culture between IT, business and the customer experience by facilitating several training sessions locally or via video conferencing on a plethora of topics.
- Incorporated quarterly management training.
Service Desk Coordinator/Team Captain
Baker Hughes Incorporated, Kelly Services
08.2009 - 10.2011
- Selected by Kelly Services for a contract to provide IT support on the Baker Hughes Incorporated service desk.
- Provide local and remote help desk support via phone, email or chat system.
- Troubleshoot network connectivity, network printing and user access.
- Provide support for internal and external software along with Microsoft Office products.
- Enable and disable account in Active Directory.
- Setup Citrix platform and or VPN connection for remote users.
- Video Conference support globally.
Education
Master of Science - Cybersecurity
University of Phoenix
08.2026
Bachelor of Science - Information Technology
University of Phoenix
12-2024
Skills
- Patch Management Vulnerability Remediation Endpoint Configuration (SCCM, Intune)
- Security Operations Support (AV, EDR, Qualys) Audit Readiness
- ITIL v3 Certified NIST Framework Alignment
- Infrastructure Governance Risk Mitigation Hybrid Environment Compliance
- Strategic Planning Cross-functional Collaboration Vendor Management
- Cloud & Cybersecurity Awareness
Awards
Baker Hughes CIO IT Leadership Award (SAP Transition Project), Nominated for Analyst of the Year Award by Baker Hughes, Mentorship Award Honors given by local Louisiana and Texas Leaders
Timeline
Senior Global Change Manager
Baker Hughes
03.2020 - Current
Change Management Coordinator
Baker Hughes Incorporated
11.2018 - 03.2020
Regional Support Manager
BHGE
06.2018 - 10.2018
Client Service Regional Manager
Baker Hughes Incorporated
05.2016 - 04.2018
Regional Service Desk Manager
Baker Hughes Incorporated
11.2011 - 04.2016
Service Desk Coordinator/Team Captain
Baker Hughes Incorporated, Kelly Services
08.2009 - 10.2011
Master of Science - Cybersecurity
University of Phoenix
Bachelor of Science - Information Technology
University of Phoenix