Christa K. Stone, ITIL V3, SFC

Experience

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  Ajilon, Inc.

  Oct 1998 - Aug 2007

  PennDOT Help Desk: As the Project Lead, I provided organization and structure to the current Information Technology (IT) Help Desk, including managing staff, training, quality assurance testing, and creating and maintaining documentation. I was responsible for logging trouble tickets, and tracking call quality and consistency using Remedy Call Tracking Software and DataVantage to update PennDOT records within the mainframe. I maintained and reported on all service level agreements via Remedy/ACD call statistics, and assisted in the set-up and use of the Employee Self-Service (ESS) SAP application. Show less CASE/New Holland: I supervised a team of fifteen help desk agents supplying support for client based software and hardware applications to over 2000 customers in the US and Canada as the Project Lead. I was also responsible for meeting the Service Level Agreements put forth, providing the client with the Service Level Reports using Microsoft Excel and Power Point, Applix and the ACD statistical information and serving as a Software Trainer for end-users with differing degrees of technical expertise. In addition, I trained internal staff and provided individual and group/classroom presentations of cataloging and web based applications. Show less

  • Project Manager/Trainer/Technical Writer/Business Analyst

    Aug 2005 - Aug 2007

  • Project Manager/Trainer/Technical Writer/Business Analyst

    Oct 1998 - Aug 2005
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  Veridyne Inc.

  Aug 2007 - Jun 2008

  Technical Writer/Trainer II

  PA Public Utility Commission:I worked as a Technical Writer/Trainer II Consultant attending the development meetings, assisting in the writing of the test plans to conduct the quality assurance testing of the application prior to training. I was also responsible for writing the instructor, basic, intermediate and advanced user guides for the new web-based InfoMAP Case/Document Management System, and providing instructor-led training to all PUC employees. Once the training was complete, I managed all Help Desk related issues/questions. Show less

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  Veridyne Inc.

  Aug 2008 - Nov 2010

  Quality Assurance Specialist III

  PA Department of Environmental Protection: As a Business Analyst/Quality Assurance Specialist III, I was responsible for Requirements Elicitation, Documentation and Analysis, Development of Test Cases, and Coordination of the Test Execution of the newly created Post Mining Discharge Trust Fund screens within the already existing eFACTS Application. Additional responsibilities included writing the User Acceptance Test (UAT) Plans and assisting in the writing of the To-Be Process and Functional Specifications documentation; creating test cases for the Post Mining Discharge Trust Fund screens within the eFACTS Application; and coordinating the test execution of the Post Mining Discharge Trust Fund screens within the eFACTS Application. Show less

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  Momentum, Inc.

  Jun 2010 - now

  08/2017 – Present – TSAMS (Traffic Signal Asset Management)05/2017 – 08/2017 – LP-IP (Local Projects)06/2015 – 05/2017 – IVDLS Part 2 (MVDLS)05/2015 – 06/2015 – FR (Financial Responsibility) 02/2015 – 06/2015 – Commercial Learner's Permit Final Rule II10/2014 – 02/2015 – TSAMS (Traffic Signal Asset Management) 09/2014 – 10/2014 – CSTIMS (Commercial Learner's Permit)06/2014 – 09/2014 – Commercial Learner's Permit Final Rule 09/2013 – 06/2014 – BMS 2 (Bridge Management System)05/2013 – 09/2013 – Bring All Agents Online03/2013 – 05/2013 – Commercial Learners Permit01/2013 – 05/2013 – E-Titling Proof of Concept 06/2012 – 12/2012 – Verification of Lawful Status As a senior lead Business Analyst for PennDOT related projects, I am responsible for eliciting and documenting business, stakeholder, and system requirements, conducting joint application design sessions, developing the conceptual design, and supporting system design, development, training, testing, and implementation; as well as, managing requirements traceability throughout the project lifecycle. My responsibilities also include: project statuses; facilitate project meetings; and to create and support governance presentations and presentations to the directors of IT. Show less I performed Project Management and Business Analysis tasks in the Business Management Office (BMO) at the NAVSUP Business Systems Center (BSC). My role as business analyst included consulting assistance through coaching, mentoring, training, strategic management and Human Capital Strategy (HCS) planning. I provided assistance in the development, maintenance, and use of the NAVSUP BSC Metrics Access Database, NAVSUP BSC Personnel Database, BSC Procurement Database, and the NAVSUP BSC Skills and Knowledge Database. I was responsible for analyzing the data gathered to ensure the data that was being captured was relevant based on the needs of NAVSUP BSC. I created and administered surveys using the Zoomerang Survey Tool for internal and external customers of NAVSUP BSC to include updating materials, soliciting input from the Department Managers, preparing and distributing surveys and compiling results. Follow-up activities were conducted to address specific external customer comments and/or needs. Her responsibilities included researching and preparing documents to help support executive decisions to streamline operations and align with the Commander’s Guidance. These documents include Position Management Review Board Process, Business Model Options Study, Code 91 Performance Metrics and Internal Survey Analysis, Value Depiction, DISS RFI Response, PMO Establishment and Resource Brokerage. I helped to support Command-level initiatives, such as Impact Studies, Communications, Roadmap Preparation and Monitoring, Workforce Planning, and Training for the Enterprise. Show less Department of Defense, NAVSUP Help Desk: I served as a Project Manager overseeing the NAVSUP Legacy Help Desk that provided Tier 1 support for multiple Naval activities. I provided organization and structure, including managing staff by tracking call quality and consistency using Remedy Call Tracking Software. Ms. Stone maintained and reported on all service level agreements via Remedy/ACD call statistics, provided issue resolution for the Navy Project personnel, and maintained a detailed Action Item Report for the project team. Show less

  • Senior Business Analyst

    Jun 2012 - now

  • Technical Writer

    Oct 2011 - Dec 2012

  • Business Analyst/Technical Writer

    Apr 2012 - Jun 2012

  • Business Analyst

    Dec 2008 - Mar 2012

  • Project Manager

    Jun 2010 - Nov 2010