Angel Ballester

Experience

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  IDT Corporation

  Jan 1996 - Oct 1998

  Technical Support Manager

  IDT is a multinational provider of cloud and unified communications for businesses and consumers.Recruited to help support a growing technical support department for IDT’s dial up internet services group. Demonstrated ability to quickly adapt to evolving technologies and concepts, work cross functionally with management and peers in a fast-paced support environment with the ability to describe complex technical terms in simple and easy to understand language to our customers and peers.•Created enhanced training program which helped to support the onboarding of new team members as well as to provide technology refresh training to existing staff.•Team Leader responsibility included evening and weekend coverage of technical support team, drafting weekly schedules, driving resolution for technical support inquiries via phone and e-mail, and adjustment of team schedules based on average call volumes as required. Show less

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  OpenText

  Oct 1998 - May 2013

  Change Control Manager

  OpenText is a business information management company who helps businesses organize, integrate and protect data and content as it flows through business process inside and outside the organizationInitially recruited to support 24 x 7 Network Operations Center for this startup company (formerly iName, Mail.com and EasyLink Services). Throughout my tenure, and the various mergers and acquisitions leading up to Open Text, I was able to quickly learn and evolve into new areas of increasing responsibilities in IT, Data Centers, IT Change Management and Information Security.•Consolidated multiple Change Management practices during various Company acquisitions and mergers into a single, global practice.•Contributed to EasyLink’s Information Security and Business Continuity program by taking on responsibility for company audits, drafting business continuity plans, creating a Corporate Security Awareness Program, and establishing regularly scheduled vulnerability scans on our infrastructure.•Created Change Management Program for the company during the transition to EasyLink. Learned BMC Remedy, worked with key stakeholders on developing the new program, established a documented Policy and Procedure for the program, and launched weekly Change Review Boards. Show less

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  Axians

  Jan 2014 - Feb 2016

  Global Data Center Change & Floor Space Manager

  Redtoo (currently known as Axians) is a leading global IT Consulting CompanyRecruited to take ownership of the Americas Data Center change and process management function for Novartis.•Launched Data Center Change & Capacity Management for the Novartis Global Data Centers in the Americas region. I took full ownership of change management, in addition to the oversight of datacenter hardware onboarding projects. These projects allowed me to help bridge our internal customers and data center team to allow for technical planning and implementation reviews to ensure successful hardware implementations.•Supported transition to BMC Remedy on Demand for the Novartis Global Data Centers. The project required establishing requirements and guidelines to the project team, setting up localized training for the Data Center team, piloting the launch in a non-productive environment, and supporting the migration to the new environment as needed to ensure a successful transition. Show less

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  Novartis

  Feb 2016 - Dec 2021

  Change Management Expert

  Novartis is a Swiss multinational pharmaceutical company.Recruited to become a full time Novartis employee due to my successful performance leading Change Management for Novartis Global Data Centers under my contract with Redtoo Inc.•Supported migration to Service Now from Remedy on Demand by participating in simulation testing, providing feedback and recommendations from change management, crafting localized hands-on training, and supporting the migrations to the new tool by providing extended support for a successful transitionChampioned simplification and process improvement efforts for Change Management such as launching self-service change requests, unification of Data Center IT Change requests, eliminating duplicate requests when possible, and strengthening collaboration (using MS Teams) to ensure transparent communications to all stakeholders. Show less

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  Peacock

  Apr 2022 - now

  Additional Responsibilities include:-Ownership of stakeholder & partner communications relating to Change Management-Partner, Drive, and Implement process improvements across the organization-Partnering with other teams for streamlining process and driving new initiatives across the organization-Communicate weekly key updates for the change management team to leadership-Ownership of KPIs for Change Management and demonstrating keen decision making and next steps-Lead onboarding of new team members as required-Lead Change Management training / refresher sessions as requiredKey Accomplishments:-Reduced number of managed changes-Standardized process for automated changes across NBCU and Sky teams-Launched a process to review weekly change management metrics-Supported Change Management Freeze for NFL Exclusive events Show less Primary Responsibilities & Key Accomplisnments: -Established Change Management program for Peacock-Enforce Change Management processes to ensure all change requests are properly evaluated, prioritized, documented and approved prior to implementation -Coordinate and host Change Advisory Board meetings working with key stakeholders and delivery teams to ensure all changes are reviewed and approved based on their impact prior to implementation.-Analyze and recommend process improvements based on historical trends-Consult and Coach project teams stakeholders and leadership on change management best practices -Harmonize change management process to ensure consistent and aligned approaches amongst various teams locations and ITSM toolsets -Partner with incident and problem management teams to drive areas of improvement and corrective actions with change owners-Supported Change Management freezes for high profile World Cup event. Show less

  • Manager, Change Management

    Jul 2024 - now

  • Change Manager II

    Oct 2023 - Jul 2024

  • Change Manager

    Apr 2022 - Oct 2023