Experience

• 

  Electronic data systems

  Jan 1991 - Feb 1998

  Engineering systems engineer | engineering systems development technical training program

  • Applied the use of software development processes, procedures and project management skills to a project to become SEI CMM Level II compliant.• Functioned as a Curriculum Assistant Instructor on a project team responsible for the development of new course modules to be used as part of the Engineering Systems Development Technical Training program.• Functioned as a Class Assistant instructor to coach, mentor and assist Technical Training participants in the coding and debugging of their programs.• Technology experience: PL/I, FORTRAN, C, UNIX, MOTIF, UIL. HP-UX, AIX and SunOS operating systems. Show less

• 

  Electronic data systems & hewlett packard - hp enterprise services

  Jan 1998 - Jan 2011

  Information specialist | services information developer iii

  Technically supported multiple critical applications utilized across various functional areas for the end to end production of GM world class vehicles (Order Management, Material Ordering, Production Monitoring, Production Routing, Quality, Energy Management).• Implemented, configured and supported the Global Enterprise Production Information and Control System (GEPICS), a vital global In-Plant Order Management system, that integrated with multiple other applications and was used throughout the vehicle production lifecycle including order, scheduling, build and ship.• Provided application configuration and support during the production launches of the Chevrolet Sonic/Buick Verano (2010-2011) and Chevrolet Traverse (2009-2010).• Technology experience - SQL, INGRES database, C, UNIX. Show less

• 

  Hewlett packard enterprise

  Jan 2011 - Jan 2013

  Incident manager | problem manager

  Accountable for the execution and support of Incident Management processes and primary focal point for Problem Management activities for GM Manufacturing sites in North America, South America, Europe and Asia Pacific.• Supported, investigated and diagnosed resolution and recovery, closure, ownership, monitoring, tracking and communication of incidents.• Delivered daily reports of high priority incidents and owned the creation, accuracy, maintenance and closure of all Problem Records including the presentation of the records to Senior Leadership during Global Problem Management deep-dive review meetings.• Facilitated the Critical Incident Closure Process to ensure root cause corrective actions were effectively propagated to all Manufacturing sites and created performance metrics reports monthly. Show less

• 

  General motors

  Jan 2013 - Jan 2019

  Supported the development, improvement and daily execution of Change and Release Management processes globally across the GM IT organization.• Provided global process support and training to change owners and various change advisory boards (CABs) and performed audits of change records to ensure adherence to GM IT process guidelines.• Achieved a 98% change success rate for production deployments in assigned CABs, resulting in the implementation of new|updated application and infrastructure functionality across GM IT with minimal business interruption.• Assisted in the development of the Enterprise Release Management (ERM) process for planning, scheduling and reviewing enterprise-wide, high risk changes impacting the organization including the management of changes throughout the process.• Conducted a twice weekly Change Review Board (CRB) forum, a weekly Global Enterprise Release Management meeting and a communication process to ensure visibility of enterprise-wide, high risk changes to all potentially impacted and affected parties.• Assisted the Problem Management team with change related incident identification and associated reviews providing end to end support of the change management process within the ITSM tool.• Supported the ongoing improvement of Transition to Operations (T2O) processes and activities utilized at the enterprise level across GM IT to facilitate successful transitions of new or modified applications into the production environment resulting in ensuring IT Operations readiness to provide effective support.• Created a more robust “Operational Readiness Star” process by adding the requirement of mandatory work products and expanded approvals as criteria for obtaining the Star. Achieved 92% Operational Readiness Star compliance meeting the CIO goal established for 2018. Show less Accountable for the support and execution of Problem Management processes globally across GM IT. • Achieved a 93% success rate in the determination of definitive root cause for assigned problem records.• Achieved a 74% success rate in the identification of incident root cause within 48hrs to ensure minimal business impact and reoccurrences.• Assigned management of high visibility, complex problem records which required the coordination of multiple teams (application, infrastructure, business) for root cause analysis and resolution.• Regularly attended and shared problem management information at Change Governance meetings to ensure effective integration of processes and collaboration among the team as the Liaison|Problem Management point of contact to Change Management.• Established a Problem Coordinator forum and created multiple job aids including Quick Reference Guide of procedures, a Task Classification|Definition document, a Business Impact Template and a QA checklist and audit process for Problem Records to support the sharing of “lessons learned” and “best practices”. Show less

  • Global Change & Release Manager - Enterprise Operations Management

    Jan 2016 - Jan 2019

  • Global Problem Coordinator Team Lead - Enterprise Operations Management

    Jan 2013 - Jan 2016
• 

  Epitec

  Aug 2019 - Jun 2022

  Global incident manager (at ford motor company)
• 

  Ford motor company

  Jun 2022 - now

  Global incident manager