Livia F.

McCabe
Durham, NC 27703 - Home (919)957-1393
lm8f1f62@westpost.net
Process Management Professional
Specializing in Operational Change Management, Release Management, and
Automated Process Implementations.
SUMMARY
Change Management Professional with 20+ years of experience in Data
Center Operations, Change Management and Project Management. Analyzed
and replaced manual change processes with automated change processes.
Implemented the supporting tools, utilizing cutting edge technology.
Background includes analyzing changes, personnel training, documenting
processes with proven analytical and written communications skills.
Results-oriented with strong interpersonal and team-building skills.
Proficient in Microsoft (Word, Excel, Visio, Project, PowerPoint,
Access) Adobe, and GroupWise.

Process Improvement Specialist with expert qualifications in:

* Process Evaluation
* Business Process Improvement
* Manual Process Replacement
* Project Management
* Customer Service Support
* Quality Assurance
PROFESSIONAL EXPERIENCE
BLUE CROSS BLUE SHIELD of NC, Durham NC
Sr. IS Portfolio Manager
Managed the deployment of projects to ensure all IT requirements were
met before implementation.
* Chairing weekly meetings with process participants and interacting
with Executive Leadership.
* Providing overall Portfolio status including escalating issues to
conclusion.
* Managing, developing, and documenting customer requirements.
* Facilitating completion of project management requirements.
* Developing of processes, standards, policies, and templates for
the IT areas.
* Facilitating 100% of changes by converting the Project Readiness
Process to use the Service Center tool.
* Creating training material and facilitating continual training
sessions of 150+ personnel.
Change Management Analyst
Managed all aspects of the Change Management Process. Responsibilities
include:
* Worked with 150+ members across the IT areas gathering
requirements to allow for maximum system support.
* Reduced 20% of production problems by creating service level
agreements to meet customer expectation.
* Increased system availability from 80% to 95% by reducing the
frequency in which production changes were implemented.
* Coordinated 50+ testers from the business areas to participate in
application validation during event weekends.
* Increased system availability rate from 75% to 99% by working on
the Severity 1 reduction project. Including reviewing problem
frequency data, correlating changes to problems, and developing
process improvements.
* Captured and controlled 100% of changes in the production
environment by converting all IT groups to use the new Change
Management Process, and to use the (INFO Man) Information
Management tool. Trained and supported 150+ internal customers on
the tool and process.
* Implemented a new tool (Information Management) after performing
market research, to support the IT Change Management Process.
* Introduced a new Change Management Process by analyzing existing
manual processes, and replacing with an automated process.
J P MORGAN CHASE, (formerly Chemical Bank) Somerset, NJ
Change Management Analyst
* Managed the change management process including implementing
changes.
* Supervised a staff of 5+ personnel.
* Coordinated the implementation of the Change Management Process.
* Implemented the Info Man Tool to facilitate the change process.
Production Control Operator 1984 - 1989
* Managed the batch job processing and ensured the Service Level
Agreements were met each morning.
EDUCATION
B.S. Business Administration, Elizabeth City State University,
Elizabeth City, NC
A.S. Business Administration, Mount Olive College, Mount Olive, NC
PROFESSIONAL CERTIFICATIONS
(ITIL) Information Technology Infrastructure Library
(PMP) Project Management Professional
International Technology Solutions Inc.
Certificate of Achievement for Project Management Workshop
PM Pro
BCBSNC Project Management Coaching Workshop
Livia F. McCabe
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