Suzanne Wilkerson

• Lead core team in writing new Enterprise Change Management Policy, including governance based on ITIL Framework.
• Process owner for Change Management
• Manage CMDB team ensuring governance standards are updated and followed and ensuring a gold standard for foundational data across all processes.
• Knowledgeable in all ITSM modules and processes, with additional emphasis on Change, Configuration and Release and Deployment Management
• Accountable for quality and overall governance of Configuration Management process/procedures and Change Management.

Lead Configuration Management efforts; defining business and technical services for the IT service catalog within CMS/CMDB, as well as defining and creating business application maps

Developed and execute training for end user configuration management duties

· Instrumental in redeveloping change, incident, knowledge, asset and configuration management processes to align with ITIL framework

Recognized for vast expertise in Service and Application Mapping, Discovery Tool configuration and all functionality (BMC Atrium Discovery & Dependency Mapping), as well as BMC Atrium core applications configuration and functionality

· Successfully lead policy development for configuration management, while also acting as a core team member for policy development in Change and Incident Management

· Demonstrating a high level understanding of all Information Technology Service Management (ITSM) modules and processes, with additional emphasis on change, assets and configuration

· Accountable for overall performance and quality of configuration management, while overseeing governance of Configuration Management process/procedures and secondary Change Management; as reported to senior executives

Technical Lead for implementation of Configuration Management projects and upgrades; developing policies, reports and procedures, conducting technical interviews to recruit team members and assigning work efforts to the team

Close collaboration with IT and Business unit management to prioritize work efforts

• Offered valuable IT support to 1,000 GE–Consumer Finance employees with responsibility for procurement, configuration, installation and providing second-level support
• Further duties included managing the budget for remote devices, asset management, performing acquisitions and conversions for clients and establishing the migration protocol for transferring 1,000 remote user profiles and machines into the active directory
• Demonstrated a high level of expertise in application installations, login scripts, Virtual Private Network (VPN) access, Wi-Fi support and data backups
• Expertly consulted on a variety of projects for many of GE’s top clients, including Walmart, JC Penny’s, Lowes, Home Depot, WMC Mortgage, and Conseco Finance
• Developed comprehensive training for new employees as well as temporary IT support personnel, in addition to producing a reference guide for virtual office employees
• Personally developed and equipped 1,000 desktops and laptops using Microsoft Systems Management Server with new applications, upgrades and software changes, as well as ably assisting remote sites
• Demonstrated superb strategic thinking abilities to make comprehensive recommendations to customers

· Personally leading configuration management efforts; defining business and technical services for the IT service catalog within CMS/CMDB, as well as defining and creating business application maps

· Utilizing excellent communication and planning skills to develop and execute training for configuration management

· Instrumental in redeveloping change, incident, knowledge, asset and configuration management processes to align with ITIL framework

· Recognized for deploying vast expertise in Service and Application Mapping, Discovery Tool configuration and all functionality (BMC Atrium Discovery & Dependency Mapping), as well as BMC Atrium core applications configuration and functionality

· Successfully leading policy development for configuration management, while acting as a core team member for policy development in Change and Incident Management

· Demonstrating a high level understanding of all Information Technology Service Management (ITSM) modules and processes, with additional emphasis on change, assets and configuration

· Accountable for overall performance and quality of configuration management, while overseeing governance of Configuration Management process/procedures and secondary Change Management; as reported to senior executives

· Acting as a Technical Lead for implementation of Configuration Management projects and upgrades; developing policies, reports and procedures, conducting technical interviews to recruit team members and assigning work efforts to the team

· Collaborating closely with IT and Business unit management to prioritize work efforts, while multi-tasking to manage service requests and resource assignments; requiring exceptional organization and leadership

Performed Desktop Support duties

Supported/managed Microsoft Exchange implementation

PC/LAN/TELECOM TECHNICIAN

Member of the IT team responsible for support and implementations projects