Robin P. Finke
Birmingham
Summary
Results-driven IT Operations and Project Management professional with over 28 years of experience in business analysis, change management, and compliance. Led SOC II Type II audits with zero major findings and developed training solutions that reduced operational expenses by up to 20%. Focused on implementing process improvements and optimizing workflows to enhance organizational performance.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
Work History
Business Process Analyst / ITSM Process Lead
SAIC
Birmingham
03.2016 - Current
- Spearhead Configuration Management Database (CMDB) lifecycle management on the ServiceNow platform to ensure accuracy of 4,000+ configuration items (CIs), achieving 99+% data compliance with ITIL standards.
- Lead change management efforts and while integrating with Incident and Problem Management, driving continuous improvement in service delivery to reduce ticket resolution times and change request efficiency.
- Conduct detailed audits, including quarterly CMDB audits and annual SOC II Type II audits, consistently achieving zero major findings over a 7-year period.
- Managed and analyzed key performance metrics using advanced SharePoint dashboards, supporting Continual Service Improvement (CSI) processes by identifying trends, optimizing service delivery, and achieving increased performance improvement across key operational metrics.
- Develop and maintain comprehensive reporting and dashboards for stakeholders, ensuring effective tracking of resources, SLA compliance, and asset performance.
- Analyzed business processes to identify areas for improvement and optimization.
- Collaborated with cross-functional teams to gather requirements and define project scopes.
- Assisted with driving strategy through development and implementation of new processes by working closely with upper management.
- Utilized data analysis tools to assess process performance and recommend changes.
- Analyzed existing processes, identified opportunities for automation, and recommended solutions to improve efficiency.
- Created training materials to support team members in understanding new processes.
- Designed and implemented training content for product rollouts, improving training efficiency and user readiness.
- Led training sessions to educate staff on new procedures and best practices.
- Conducted data analysis to support decision-making and identify trends in operations.
- Reviewed existing workflows to ensure compliance with industry standards and regulations.
- Established and restructured new and existing policies, processes, and procedures.
- Developed process documentation to standardize operations and enhance team understanding.
- Developed process documentation to standardize operations and enhance communication.
- Analyzed business processes to identify opportunities for improvement and efficiency.
- Generated reports outlining trends in data collected from various sources within the organization.
- Kept meticulous documentation on business processes and gathered data into reports for dissemination to stakeholders.
- Identified potential risks associated with changes to existing business processes.
- Migrated critical training materials from third-party servers to TMNA’s intranet portal. Built and managed centralized library portals that improved information access and reduced administrative workload.
- Analyzed business processes and workflows and developed automated approaches to boost productivity.
- Generated reports outlining trends in data collected from various sources within the organization.
Senior Performance Management & Reporting Analyst
CGI
Birmingham
12.2011 - 03.2016
- Designed and implemented innovative performance reporting standards for the Global Infrastructure Services (GIS) unit, creating data-driven dashboards from diverse sources for improved visibility into operational performance.
- Created and executed a Resource Forecasting Tool that successfully optimized staffing levels, reducing project delays and resourcing costs by 15%.
- Identified operational improvement areas using statistical methodologies, enhancing efficiency and supporting cost reduction initiatives.
- Delivered training for resource management methodologies, promoting standardized adoption across US GIS organization.
- Established and maintained GIS Portal, managing administrative privileges to centralize organizational knowledge sharing.
Sales Enablement and Program Management
Hewlett-Packard Company
Plano
06.2010 - 10.2011
- Developed and delivered eLearning programs for the Enterprise Services Sales team, resulting in an increase in solution comprehension and sales proficiency.
- Oversaw program management for HP Discover 2011, coordinating end-to-end logistics for a 10,000-person conference, which highlighted HP services to key stakeholders including customers, analysts, and press.
Program Manager
Oracle Corporation
Reston
06.2008 - 01.2009
- Transitioned 1,500 employees from BEA Systems into the Enterprise Solutions Group, ensuring seamless integration during Oracle’s acquisition.
- Designed and implemented an eLearning platform for the Enterprise Solutions Group, training 300+ global employees on Oracle’s product portfolio and processes.
Sales Enablement Manager
BEA Systems
San Jose
03.2005 - 06.2008
- Directed a global instructional design team to build scalable eLearning programs for sales teams, achieving a 90% satisfaction rate on training evaluations.
- Launched operational tools and processes, increasing license revenue via better alignment with service delivery frameworks.
Senior Business Operations Pursuit Lead / AMS Governance Lead
Hewlett-Packard Company
Atlanta
01.1999 - 02.2005
- Pioneered global managed services end-to-end account management model to enhance cross-regional resource allocation.
- Managed business operations for major U.S. accounts, identified cost-savings opportunities, and implemented streamlined workflows across teams.
Education
BA - Organizational Behavior Management
The University of Alabama
Tuscaloosa , AL 05.1988 - 05.1992
Skills
- ServiceNow platform
- CMDB Lead
- Change management
- Configuration management
- Process improvement
- Data analysis
- Data management
- Performance reporting
- Audit coordination and management
Qualifications And Certifications
- ITIL & ITSM Certified (Certifications expired; knowledge up-to-date).
- 28+ years of expertise in IT operations, project management, change management, and business analysis.
- Proven track record of leading SOC II Type II audits/compliance projects spanning over 4 years, achieving consistent success with zero major findings.
- Recognized as a top performer (top 5%) and recipient of three consecutive MVP Awards at Hewlett-Packard Services.
- Developed multiple training and process solutions, saving organizations up to 20% annually in operational expenses.
- 25+ years of Information Technology operations, systems integration development, process development and implementation, project management / coordination, and auditing.
- 8+ years of Information Technology performance management, business analysis, and CMDB management.
- Understanding of service delivery roles of an end-to-end Infrastructure, including working knowledge of server, network, cloud and database functions.
- ITIL certification (expired).
- ITSM certification (expired).
- Proven ability to analyze organizational and operational challenges; then introduce solutions to improve competitive performance, apply service delivery and configuration management techniques to perform more productively.
- Highly results-oriented with excellent organization, planning, writing, presentation, and communications skills.
Timeline
Business Process Analyst / ITSM Process Lead
SAIC
03.2016 - Current
Senior Performance Management & Reporting Analyst
CGI
12.2011 - 03.2016
Sales Enablement and Program Management
Hewlett-Packard Company
06.2010 - 10.2011
Program Manager
Oracle Corporation
06.2008 - 01.2009
Sales Enablement Manager
BEA Systems
03.2005 - 06.2008
Senior Business Operations Pursuit Lead / AMS Governance Lead
Hewlett-Packard Company
01.1999 - 02.2005
BA - Organizational Behavior Management
The University of Alabama
05.1988 - 05.1992