Terence Porter
Woodbury,MN
Summary
Twelve Plus years of Change, Incident, Problem Service Management in an ITIL setting. Navy Veteran – Honorable Discharge Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ITSM Business Change Systems Analyst III/IV
Federal Reserve Bank of Atlanta
07.2017 - 02.2018
- Change & release policies are adhered to, and violations are escalated
- Changes are deployed according to the defined process.
ITSM Change Manager / Service Manager
United Health Group
03.2017 - 05.2017
- Provided the Pre-Cab review for all High and Critical Changes
ITSM Process Analyst (Remote)
Hewlett Packard Enterprise
06.2016 - 03.2017
- Met with clients to discuss areas of focus and needed improvement within the business
- Business Process Improvements.
ITSM Change and Service Manager
CVS Health
08.2015 - 04.2016
- Managed the Agile Methodology Database, Code, Application and Configuration change requests deployed in the QA and Prod Environments
- Production incidents, and defect tracking tickets are processed and reported.
ITSM Change Manager, (Project and Issue Change Service Manager)
Cummins Power Generation
06.2014 - 05.2015
- Managed the global deployment of our computer refresh program at Cummins
- This corporate program impacted over 55,000 computing devices and 1,000’s of applications in 6 continents across 190 countries and territories
- Internal and External Auditing.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
ITSM Change Manager/Project Manager
Express Scripts
07.2013 - 01.2014
- Facilitated team communication to ensure that releases are implemented according to schedule while maintaining system integrity and availability
- In conjunction with QA and Development teams, ensured effective handover of support information.
ITSM Service Delivery Manager
Dell Inc.
07.2012 - 02.2013
- Monitored Service performance against Service Level and Availability targets, ensuring a root cause analysis is performed for all breaches enterprise wide
- Monitored the effectiveness of in-place metrics; reviews and adjusts Service Level and Availability targets with Service Owners and Customers as needed.
ITSM Change, Problem, Service Manager
Land O Lakes
12.2011 - 04.2012
- Chaired and provided governance in the Change Advisory Board meetings
- Provided Problem Management Associated Incidents with Problems that needed root cause determination and resolution.
Education
Bachelor of Science - Management and Leadership
Concordia University Saint Paul, Minnesota
Saint Paul, MN12.2023
Skills
- Service-Now
- Jira Platforms
- Problem Resolution
- IT Infrastructure
- Technical Documentation
- Team building
- Calm Under Pressure
- Excellent Communication
Certification
- ITIL Methodology – V2 Service Management/Service Delivery Foundations
- ITIL Methodology - V3 Foundation (Project Management Institute)
- ITIL Methodology - V4 Certification (Future) Currently studying for February 2024
Timeline
ITSM Business Change Systems Analyst III/IV
Federal Reserve Bank of Atlanta
07.2017 - 02.2018
ITSM Change Manager / Service Manager
United Health Group
03.2017 - 05.2017
ITSM Process Analyst (Remote)
Hewlett Packard Enterprise
06.2016 - 03.2017
ITSM Change and Service Manager
CVS Health
08.2015 - 04.2016
ITSM Change Manager, (Project and Issue Change Service Manager)
Cummins Power Generation
06.2014 - 05.2015
ITSM Change Manager/Project Manager
Express Scripts
07.2013 - 01.2014
ITSM Service Delivery Manager
Dell Inc.
07.2012 - 02.2013
ITSM Change, Problem, Service Manager
Land O Lakes
12.2011 - 04.2012
Bachelor of Science - Management and Leadership
Concordia University Saint Paul, Minnesota
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