Sharon E Kline bugs6813@gmail.com

Education:Northern Kentucky University - BS Computer Science / Mathematics 1999Microsoft Certified Service Engineer 2000ITIL Foundation for IT Service Management 2003 ITIL Practitioner for Change Management Process 2003 ITIL Practitioner for Configuration Management Process 2003Six Sigma Greenbelt 2003

Experience:

HEWLETT-PACKARD COMPANY June 1998 to July 2016

Service Request Manager Nov. 2008 to July 2016 Document and initiate SR process for client accounts; Manager overall day-to-day process, Provide transparency and visibility on client demands; Clearly defined and standardized processes for requesting, proposing and ordering implementations and projects; Consistent transparency of status; Reduced redundancy, duplication, and inefficiencies resulting in improved productivity and reduced overall IT costs; Support better cost control and resource management; Provide information to drive more standard and integrated technology; Enable prioritization of projects; Enable focus of resources and investments on the priority areas; Improved alignment with IT and business objectives and required capabilities. Create and utilize SharePoint Tracking tool.

Omega Champion Nov. 2008 to Nov. 2013 Maintain appropriate reporting hierarchy within labor logging tool; facilitate individual adds/changes /removes from tool with appropriate customer projects; conduct audit and labor analysis to bring transition and delivery costs in line by eliminating unauthorized logging of labor to accounts.

Global Account Business Office Support Jan. 2008 to Nov. 2008Technical Writer: Converting customer facing documentation obtained from the HP ‘Business Process’ subject matter experts (SME’s) into an ITSM format. Review submitted material from work stream lead or SME, convert to ITSM format, return converted document and follow-up with request for missing information, process map, process description, etc.SharePoint Administration: Create, maintain and administer Team SharePoint Sites.

IT Change Process Manager Oct. 2001 to Dec 2007Manage CM process for client global IT environments; Performance & quality of CM process end-to-end; Resident expert & primary source of management & stakeholder information ; Ensure authorized changes are implemented; Ensure business is sufficiently informed as to schedule & impact of changes; Chair the Change Advisory Board for high risk changes to production environment; Ensure that the CAB is authoritative and effective; Provide input into decisions regarding CM supporting technology requirements; Responsible for effective cooperation with other ITIL process owners; Reject any change requests not meeting defined requirements or having required deliverables; Identify needs of the composition of the CAB, and define CAB involvement in assessing risk, impact, & scheduling of production changes; Coordinate change implementation through effective resource allocation & scheduling; Communicate the Forward Schedule of Change (FSC) & Planned Infrastructure Outage across the IT organization; Raise change related issues to the appropriate level of management; Periodic review of the production change log with all status occurring; Review implemented changes to the TSG environments; Review & follow up on outstanding change requests awaiting consideration or action; Analyze change records to detect trends or problems and propose actions to rectify apparent weak

areas in the CM process; Participate in other ITSM process improvement initiatives, process reviews, SOX reviews, Six Sigma Lean Events, etc.

Operations Manager Help Desk Mar. 2000 to Oct. 2001Owner of the day-to-day operations of the helpdesk supporting GE Aircraft Engines IT global environments, systems & applications; Supervise twenty-six helpdesk analysts and manage their schedules for support coverage; Responsible for performance & quality of the daily processes and metrics

Help Desk Analyst June 1998 to Mar. 2000Troubleshoot user IT problems by phone; Specialized in network connections and remote access; Averaged 65 calls per 8 hour shift w/ a 76% resolve rate; Averaged 65% resolve on first call.