Shamica Stone
Marietta,GA
Summary
Dynamic and results-oriented professional with extensive expertise in Information Technology Service Management. Known for being self-motivated and possessing exceptional communication, negotiation, and interpersonal skills. Highly skilled at managing concurrent projects and ensuring their completion within strict deadlines. Adept at translating complex technical concepts for a diverse range of audiences, both professional and non-professional. Demonstrated ability as a CMDB champion who empowers users through data-driven guidance and technological solutions. A resourceful leader with a unique blend of interpersonal and problem-solving acumen, capable of managing multiple projects and working cross-functionally with geographically dispersed stakeholders to enhance operations. Experienced in managing end-to-end projects, serving as the main contact for Configuration Management requirements, and implementing scalable processes to improve user experiences. Proficient in developing and articulating internal policies and procedures.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Infrastructure Services Engineer Advisor
Elevance Health
04.2022 - Current
- Cultivate Configuration Management practices and implement automation tools by collaborating with delivery, engineering, and operational teams throughout the iterative development cycle
- Provide overall engineering patterns for building and maintaining infrastructure data within the ServiceNow platform
- Design consistent and reusable automation and deployment tools using industry-standard technologies
- Develop and enforce configuration management processes, identifying opportunities for continual improvement
- Drive issue resolution for infrastructure challenges and update procedures to optimize performance
- Work within an Agile framework, attending Scrum and Kanban ceremonies like Sprint Planning, Daily Stand-Ups, Sprint reviews, and retrospective
- Conduct CMDB quality assurance testing as needed and manage the Configuration Management Database
- Serve as a subject matter expert (SME) in documenting configuration management policies and procedures
- Participate in Agile ceremonies across the Agile release train to produce results aligned with company interests
- Lead engineers in completing infrastructure and automation projects, supporting code and database deployments for all SDLC environments
Infrastructure Services Engineer Senior
Anthem
08.2018 - 04.2022
- Set enterprise-wide technology standards, serving as the highest-level technical resource for complex systems and leading root cause analysis
- Demonstrated alignment of technology to business needs and contributes to the evaluation, selection, and integration of new subsidiaries
- Defined and promoted technology use standards, guidelines, and policies, ensuring optimal system performance and reduced work stoppage
- Implemented advanced reporting techniques to generate actionable insights from CMDB data, enabling improved decision-making and strategic planning for upper leadership
- Engaged in conflict management and maintains complex relationships with business partners and vendors, operating under minimal supervision while leading team initiatives
- Leveraged master data management methods to ensure precise reconciliation of Configuration Management Database (CMDB) data
- Managed offshore teams and trained staff in Configuration Management practices, aligning efforts with enterprise objectives
- Regulate and maintain Configuration Management Database of over 3 million+ Configuration Items (CIs) by ensuring up-to-date and accurate records
- Conduct regular audits and assessments of configuration items to maintain data integrity and support system development lifecycle processes
- Develop detailed documentation for Configuration Management policies, ensuring alignment with organizational standards and compliance requirements
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Reduced project completion time with efficient resource allocation and effective communication strategies.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
ServiceNow Technical Consultant (Level 4)
ITS Partners
01.2017 - 08.2018
- Defined the roadmap to achieve organizational objectives, focusing on key performance indicators (KPIs) to drive improvements
- Planned and managed the population of the CMDB, utilizing discovery and data import tools to ensure comprehensive data accuracy
- Owned the process for CMDB implementation, including discovery and maintaining data quality through regular imports
- Created user guides, workflows, and audit trackers to capture and facilitate the functionality of the ServiceNow environment
- Set up executive dashboards in CMDB performance analytics to provide insightful data visualizations
- Defined detailed provisions for configuration identification, change control, configuration status accounting, and audits within the CMDB
- Guided cross-functional teams in adhering to asset lifecycle policies, including depreciation and disposal protocol
- Ensured the integrity of hardware assets by conducting research and aligning configuration items within the CMDB
- Performed hands-on development on the ServiceNow platform, utilizing Flow Designer, JavaScript, HTML, Mid-servers, and other technologies to maximize platform capabilities
- Oversaw technical delivery, aligning solutions with client requirements and ServiceNow best practices for CFM implementations
- Collaborated with cross-functional teams to complete complex projects on time and within budget constraints, meeting or exceeding project requirements.
- Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
- Enhanced system performance by identifying and resolving technical issues through troubleshooting and root cause analysis.
- Facilitated knowledge transfer among team members by leading training sessions on new tools, techniques, or industry best practices relevant to the role of Technical Consultant.
Service Asset and Configuration Management
Capgemini
07.2015 - 01.2017
- Contributed to cost savings with thorough audits and proactive identification of potential issues.
- Trained colleagues on configuration management concepts, increasing team efficiency and knowledge base.
- Streamlined the change management process for improved product quality and reduced downtime.
- Partnered closely with Quality Assurance teams to address any identified gaps in the Configuration Management process, ultimately driving increased product reliability.
- Performed hands-on development on tools like Remedy to register and maintain new Assets/Configuration Items.
- Maintained proper relationships as defined in the agreed Configuration Models, including relationships with people, IT components, and contracts.
- Supported Key stakeholders across the IT organization and the business to review and improve asset management
- Ensured compliance with hardware and software contracts, assisting with negotiations and optimizations
- Investigated industry innovations and recommends new strategies
- Maintained alignment and compliance across various functions to support operational effectiveness and ensure all stakeholder needs were addressed
- Facilitated communication between stakeholders, fostering collaboration for project success.
- Implemented automated testing procedures to ensure consistent performance across multiple platforms and environments.
- Enhanced system efficiency by identifying and resolving configuration discrepancies.
- Contributed to strategic planning efforts by analyzing current processes and recommending improvements based on industry trends and emerging technologies.
Education
Bachelor of Arts -
Clark Atlanta University
Atlanta, GA12-2005
Skills
- Critical thinking
- Project management
- Project planning
- Data analysis
- Process improvement
- Root-cause analysis
Certification
ITIL vs 4 Foundation Certification in IT Service Management Effective Date: May 24, 2024, | Certification Number GR67165369SS
ITIL vs 3 Foundation Certificate in IT Service Management Effective Date: September 3, 2016 | Certificate Number 5807153.20582319
Certified Scrum Master Effective Date:
November 10, 2024, | Badge ID:
2015494
Languages
English
Native or Bilingual
Timeline
Infrastructure Services Engineer Advisor
Elevance Health
04.2022 - Current
Infrastructure Services Engineer Senior
Anthem
08.2018 - 04.2022
ServiceNow Technical Consultant (Level 4)
ITS Partners
01.2017 - 08.2018
Service Asset and Configuration Management
Capgemini
07.2015 - 01.2017
Bachelor of Arts -
Clark Atlanta University
Similar Profiles
Brittany OwensBrittany Owens
Customer Service Representative at Elevance HealthCustomer Service Representative at Elevance Health
Arthur LeeArthur Lee
Data Entry Specialist at Elevance HealthData Entry Specialist at Elevance Health
Rachael LeeRachael Lee
Customer Service Representative III at Elevance HealthCustomer Service Representative III at Elevance Health
Rikki RamirezRikki Ramirez
Prior Authorization Specialist at Elevance HealthPrior Authorization Specialist at Elevance Health
Rachel CarterRachel Carter
Professional Reviewer at American Association of Nurse Practitioners-Certification BoardProfessional Reviewer at American Association of Nurse Practitioners-Certification Board