Kimberly L. Rogers
103 Deerpath Road
Hickory Creek, Texas 75065
Home Phone: [Send email to request phone number] 21-6264
Cell Phone: 501-605-7992
email: [Send email using form at bottom]
Experience
January 2008 to April 2010
Banco Santander
Madrid, Spain--Dallas, TexasSan Diego, CA
IT Service Delivery Administrator / ITIL Change Manager / Release Manager /
Microsoft Patch Manager /Asset management
As the Systems Administrator and Change Control Manager, my responsibilities
include the administration, development, deployment and change management of our
ITSM application, Service-Now. Service-Now is a web based ITIL/ITSM software
that we use for tracking incident tickets, problem tickets; known errors, release
management activities, change management activities, Asset & Inventory
Management.
The essential job functions are
- Performance monitoring of Service-Now systems to ensure that all systems are
operational for efficiency
- Maintaining data integrity within Service-Now by ensuring that information
entered is complete and consist
- Training new Service-Now users
- Established and maintains Service Level Agreements and service objectives
- Develops, supports and enforces all ITIL ITSM processes
- Conduct monthly audits of processes and procedures to ensure compliance
As the change control manager, my responsibilities include the coordination of
all changes, both software and configuration, into our production environment.
As the Release Manager, my responsibility includes review all release quality
assurance documents to send ensure the release has been tested and ready for
release to production. As the Microsoft Patch manager, I facilitate the testing
and release of all Microsoft patches to our production servers. As the asset
manager, it was my responsibility to order assets, track delivery, track
installation to our infrastructure, and dispose of assets for the entire
company.
August 2003 to January 2008
Midland Loan Services
Little Rock, AR
Product Support Manager / Change Management / Product Quality Analyst
As the Product Support Manager, my responsibilities include managing the day to
day work flow of the product support team's technology support tickets according
to ITIL best practices. I maintain close contact with our clients to endure their
support issues are resolved in a timely manner. I am also responsible for
resolving their issues in a manner that when we deliver a quality fix that is
production ready. I also have the responsibility to ensure that our client's
contractual service level agreements are met. I'm responsible for the assignment
of all technology support issues to my staff and for the follow-up with our teams
when issues are moving through the queue to meet our SLA (service level
agreements).
My further support responsibilities include after hour's support of the software
we develop for our clients. Along with a development team that rotates through
support, I am the manager on call until 2:00 AM for our internal and external
clients. We provide support during the day end processing should an issues arise
that needs to be researched and a code fix shipped.
My responsibility in Change Management is to make sure that all code access is
granted for our development department. I am also responsible for our developers
telling me when they have completed their code check in process so that the code
access can be restricted. I have the responsibility of reviewing code that has
been checked into our code repository, which is Visual Source Safe. I am
responsible for handling all documentation surrounding our Change Management
policies and procedures, which does include sign-on off on the scope of hot fixes
with our clients, working with our IT Senior Managers to get approval for hot
fixes, and making sure that developers check code into all the designated
migration code bases. I am responsible for creating an electronic department
manual, as well as a hard copy manual, writing all the procedures for day to day
activities, creating "work flow charts" for Change Management, managing the day
to day activities of the Little Rock Change Management Team, and creating and
distributing management reports.
As the Product Quality Analyst, I am responsible for auditing all major
releases, service packs and hot fixes that are released from the technology
division. My responsibilities include reviewing all issues contained in the
development process to ensure that we document process improvements, post mortem
reviewing, and providing analysis reports to our IT Senior Management.
February 2001 to August 2003
Midland Loan Services
Little Rock, AR
Quality Assurance Manager
I have two years experience in developing, training and managing the Quality
Assurance Team for the purpose of testing and certifying the quality efforts on
the software we develop using proven QA methodologies. My responsibilities also
include overseeing project quality, testing and configuration management for
multiple testing teams. I have a working knowledge of QA industry methodologies,
a clear understanding of the software development life cycle and procedures. I
have a 6-year background quality assurance, software development and understand
the basics of programming.
My further responsibilities include:
coordinating, developing and maintaining one or more comprehensive test
databases
define the strategy and approach for testing and quality V including
coordinate, create and execute detailed test plans for existing and future
mortgage loan system functionality.
Develop performance and stress test procedures for individual modules and
components
Performing system testing on mortgage-related software products to ensure that
they are functioning as intended prior to being released to clients. Such testing
shall include, but is not limited to verify the accuracy of data recorded in the
Underlying SQL 7.0 database, or its successors(s).
Assuming ownership for the testing of various sections of the mortgage loans
servicing system and ensuring that all sections have dedicated quality assurance
owners.
Supervise and assist in training new hires as they rotate through quality
assurance prior to assuming their permanent roles, either in the quality
assurance department or elsewhere within the company.
Assist on a regular basis to provide level II client support for issues
reported by clients. Such Support may include, but is not limited to, recreating
issues reported, assisting software development in their resolution and
communicating the results to interested parties
assisting the object design, product specifications and design, and some
software development for the various Enterprise! Modules
Design and develop new reports, interfaces and exports on all Midland software
products.
Identify and assist in resolving any documentation discrepancies.
Other management tasks are required. These will include hiring and supervising
the quality assurance staff, conducting performance reviews and participating in
the annual budget review.
Responsible for working with new clients to help establish a test plan for our
application to fit their business needs.
July 1997 to February 2001
First Horizon Home Loan Corporation
Irving, Texas
Mortgage Software System Analyst/Project Manager
I was responsible for full life cycle project management. I handled the projects
assigned to me from the Idea Phase to the Implementation Stage for our customers
(internal and external.) My responsibilities include, but are not limited to,
creating project plans using tools such as Microsoft Project 98 and Excel
Obtaining data requirements from the customers for the project
creating scope documents for the programmers and vendors
obtaining deliverables from the vendors or programmers
creating the Quality Assurance test cases
creating the test scripts
administering all Quality Assurance Testing
obtaining sign-off of each software enhancements
administering the Implementation/Roll-out of each software enhancement.
Other responsibilities include creating the necessary Change Management forms
to be submitted to the Change Management board once the project is completed, all
training of any new enhancements for our clients and support staff. Lastly I am
responsible for all second level support for our corporate help desk.
January 1997 to July 1997
TGF Haircutter's
Dallas, Texas
Area Manager
I was responsible for managing a chain of 9 hair salons in the Dallas/Ft Worth
metro area. I had as few as 15 employees and as high as 50 employees reporting to
me at any given time. I was in charge of interviewing, hiring and training new
cosmetologist to understand the company's business policies, practices,
methodologies and vision statements. I was responsible to continuing education
for all employees and also for filling in as a cosmetologist myself when any of
the salons were below staffing requirements on any given day.
August 1995 to May 1996
Lomas Mortgage USA
Dallas, Texas
Document Release Specialist
I was responsible for working closely with attorneys and title companies to
research and release previously paid off mortgages loans in all states and
counties. Additional responsibility includes collecting mortgage release fees and
depositing those fees into the corporate account. This position was obtained
through an internal company transfer from Lomas Insurance Services.
July 1989 - August 1995
Lomas Insurance Services, Inc.
Dallas, Texas
Department Coordinator
Education
2005 to Present Arkansas State University Beebe, AR
Associate Degree in Computer Information Systems
2002 to 2005 Arkansas State University Beebe, AR
Associate Degree in General Education
1999 to 2001 North Central Texas College Corinth, TX
Associate Degree in Business Administration and Computer Science.
Summary of Qualifications
Operating Systems:
Windows 95, 98, ME, XP, NT 4.0 and Dos. Currently reviewing Vista from
Microsoft for our next scheduled implementation.
Hardware:
Dell, Toshiba, Sharp, IBM and Compaq
Software Packages:
Microsoft Office 2003, Internet 5.0 & 6.0
Microsoft Project 2003, Front Page 2003, Novell
Microsoft XP Profession, Service Pack 2
GroupWise and Lotus Notes 6.5
Remedy Support System
Kronos Time System
Service-now.com administrator
Programming Languages:
Access, UNIX, DOS, Basic, Q-Basic, Visual
Basic and SQL 2003
Databases: Access and Oracle
Internet/Intranet:
TCIP/ Active X, HTTP and HTML
Management Classes:
Women's Conference for Managers,
Visionary Leadership,
7 Habits of Highly Effective People,
4 "One Minute Manager" classes
Dealing with Different, Diverse and Difficult People
And many other management classes
360 Degree Leadership Training Module
The 21 Irrefutable Laws of Leadership
Certifications:
Commercial Real Estate Certification
Commercial Real Estate Underwriting
I have taken the A+ Certification Course
ITIL Certified, IT Service Management
ITIL/ITSM practitioner certification pending
Other Skills:
Project Management, Management Classes,
Data Analysis, Quality Assurance Test Scripts & Test Plan Writing,
Technical Support (1st and 2nd levels)
Conflict Resolution
National Association Memberships:
National Association of Female Executive (NAFE)
itSMF USA Member
itSMF DFW Local Forum Board Member
References available upon request
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