Kayla Redinger

Experience

• 

  IBM -USAID

  May 2013 - Jul 2016

  Manage all assets within USAID from shipping to and from our Warehouse to ensuring assets were in correct locations when conducting inventory. I conducted an annual wall to wall inventory with my asset management team members. I also created and submitted monthly deliverables including SLAs, Warehouse Shipping reports, Inventory Reports, etc. Received calls based on IT needs for example – password resets, printer mapping, technical support. During this time, I was also the Call Quality Analyst. I listened to live calls and reviewed the call with the individual representative on the quality of their call and provided feedback on what they did correctly and where they needed to improve.

  • Asset Management Analyst

    Jan 2015 - Jul 2016

  • Service Desk Analyst

    May 2013 - Jan 2015
• 

  IBM - USAID

  Jul 2016 - Aug 2018

  Change Manager

  Manage all infrastructure change requests that come through ServiceNow, this includes infrastructure changes to Azure, AWS and all other infrastructure development and production environments. I facilitate customer-faced meetings each week to ensure proper review and approval is obtained for each change request by all voting members including the client. Process all Change Requests through ServiceNow for review and approval. I review Change Requests for quality and details of what is being done under each request to ensure it is ready for review by the client. I am considered the SME for our Standard Change Process, for all changes that are routine with little to no variance from one to another with low risks. I have completed monthly and weekly SLA deliverables and provided details on why changes have failed our SLAs, conducted review and approval of new processes, and fully trained new hires on our standard operating procedures for the O&M Change Management Team. Show less

• 

  NTT DATA Services

  Aug 2019 - now

  Change Manager

  Manage all infrastructure change requests that come through ServiceNow, this includes infrastructure changes to Azure, AWS and all other infrastructure development and production environments. I facilitate customer-faced meetings each week to ensure proper review and approval is obtained for each change request by all voting members including the client. Process all Change Requests through ServiceNow for review and approval. I review Change Requests for quality and details of what is being done under each request to ensure it is ready for review by the client. I am considered the SME for our Standard Change Process, for all changes that are routine with little to no variance from one to another with low risks. I have completed monthly and weekly SLA deliverables and provided details on why changes have failed our SLAs, conducted review and approval of new processes, and fully trained new hires on our standard operating procedures for the O&M Change Management Team. Show less