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Kern Romeo

Contact Kern Romeo
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Career Profile

Degree: Master's Degree
Career Level: Fully Competent
Occupation: Management
Career Title: Managers, All Other
Target Title: IT Service Manager, Change Manager
Target Locations: Orlando, FL , miami, FL , fort lauderdale, FL
Skills: ITIl; Change management; Incident management; IT Service Management; Service Desk;
Goal: To be a valuable asset to my company by being resourceful, determined, focused and honourable in all aspects
HighLight: After securing a role as a Change & Configuration Management Analyst at ARM, I was promoted to the Change & Configuration Management Manager after 6 months PRINCE2 certification (August 2015) Team managed successful rollouts of Office 365, Lync 2013, CRM Online, Fortinet devices, Samsung Galaxy S4 and iPhone 5S mobile devices, DELL laptops, Microsoft Office 2013 and CRM 2011 and at Mainstream RP Implemented a successful International Change Management process for De La Rue’s Identity Systems department Successfully implemented a Customer Incident Management reporting process for De La Rue’s Service Desk Contributed to an IDS profit margin for Supplier and Customer support for Q1 and Q2 of 2012 In April 2011 was awarded BT Core Key Contributor Award for Q1 2011 The first 3 months at BT, I inspired the Change Management team to reduce the number of pending changes, arising from incidents by 25%.
Certification: PRINCE2® Practitioner PRINCE2® Foundation ITIL v3 Bridge Foundation ITIL v2 Foundation
Reference: verified employer only
Kern Romeo is IT Service Manager, Change Manager(Management) from Belvedere,Kent United Kingdom.

Experience


arm Cambridge, United Kingdom
Industry: IT Technology
04/2017 - current
Service Desk Quality Lead
Within ARM, the IT Global Support Services Group provides an internal Service Desk support function to all our business units worldwide. The function is a busy and essential part of ARM’s Service Operations team. We are responsible for ensuring efficient triage or resolution of a broad range of end-user technical incidents and fulfilling service requests.
Responsible for: Running proactive and reactive quality checks on Service Desk tickets. Creation periodical individual performance reports. Confirming Service Desk new starter on-boarding completed training. Identifying knowledge gaps, process adherence issues from quality checks. Building personalised training plan for all SD to cover all gaps identified. CSAT and CSAT Analysis. Supporting the Global Service Desk Manager with Service Desk Audits. Supporting the Global Service Desk Manager reviewing the Service Desk processes and procedures. Creation and presentation the monthly quality reports to Service Desk management team
arm Cambridge, United Kingdom
Industry: IT Technology
04/2016 - 03/2017
Change and Configuration Manager
The role of the Change Manager in arm, is to ensure that all activity being done in its production environment, is well documented and approved by affected parties though it's documented change process.
Responsible for: The day-to-day operation of the IT Change Management Process Scheduled, prepared the agenda for and running the weekly CAB Kept process documentation up to date; submitting periodically for reviews Provided Continual Service Improvements for the Change Management Process Enhanced the tool functionality (ServiceNow) to match the process Provided global monthly and refresher training on IT Change Management Process to new starters and IT staff Liaised with Service Transition on any forthcoming Project go-live changes Reviewed, approved/rejected RFCs created by IT Teams, ensuring communications, scheduling, testing and back out plans are detailed and logical. Global compliance to the Process Policy is adhered Ensured Change success KPIs are above 98%, timely closure of Changes is above 95% and Change approvals above 98%
arm Cambridge, United Kingdom
Industry: IT Technology
10/2015 - 03/2016
Change Analyst
The Change & Configuration Analyst performs the day-to-day operational tasks demanded by the IT Change & Configuration Management Processes The Change& Configuration Analyst is responsible for assessing all IT Changes for completeness, conflict mitigation, appropriate scheduling and adherence to the Global IT Change Management Process.
Analyse and distribute reports Identify opportunities and submit proposals for improvement with respect to tools, staff, training, process, procedures and work instructions Liaise with other ITIL Service Processes to tune interfaces between processes & communicate shared interests or potential conflicts. Support the Change & Configuration Manager in Co-ordinating / providing Process training Liaise with other ITIL Service management Managers to tune interfaces between processes Assist Change and Configuration Manager in driving development and adoption of IT Service Mapping; training and driving teams to deliver key information to drive maturation of CMDB. Attend Change Management Meetings and support Change Manager in documenting outcomes and follow up actions. Responsibilities Ensure that the Change Management process is followed correctly and all changes are associated to the affected Configuration Item(s) Assess all Changes in the Service Management, ensuring Changes are of high quality, clearly detailed in respect of the technical work and End-User impact and scheduled appropriately. Review Configuration reporting to ensure that exceptions are correlated with Changes and any unauthorised or unexpected activity is investigated by the appropriate Service Owners. Feedback to the Change Manager any observations on possible Process Improvements. Monitor Key Performance Indicators and escalate breaches to Change Manager as appropriate.
Auxilion Support Services London and Dublin, United Kingdom
Industry: IT Technology
11/2012 - 12/2014
IT Support Engineer
To provide IT 2nd line support to Auxilion's primary client, Mainstream Renewable Power.
Global ownership of all Change and Configuration Management (CMDB) activities Reviewed and approved all RFC in accordance to ITIL and Mainstream standards and governance Analysed CR’s to determine any trends and using impact assessment data to implement service improvements Produced Change and Incident management reports for senior management to drive down service outages Logged and managed all change requests via Microsoft CRM Prepared all necessary change documents, including Forward Scheduling Change, KPIs and RFCs reports for CAB meetings
De La Rue Basingstoke, United Kingdom
Industry: Securities and Print
01/2012 - 06/2012
Customer Support Manager
Managed operational issues raised by De La Rue’s global customers by providing support, accurately documenting Service, Incident & Change requests and scheduling onsite support visits to customer sites.

De La Rue Basingstoke, United Kingdom
Industry: Securities and Print
07/2011 - 12/2011
Change and Configuration Manager
Chaired weekly Change Advisory Board (CAB) meetings Change record management – creation, amendments and closure of all change records. Implemented change, configuration and incident management within the PMO using HP Service Manager 7.11 Managed all changes across the IDS PMO and International portfolio conforming to the current change management and advising on service level improvement where required. Measured the impact of change requests and providing recommendations for successful implementation

IT Alliance LTD Various, United Kingdom
Industry: IT Technology
08/2004 - 06/2011
IT Support Engineer
Outsourced to various clients such as BT, HP, Pfizer, Royal Bank of Scotland, Barclays Wealth, Barclays Capital, Dublin Airport Authority and Halifax Bank of Scotland to provided varied levels of support over the period of 7 years.
These roles included Change and Configuration Analyst: March 2009 - June 2011: BT Audit Engineer: October - December 2008: Barclays Wealth Desk-side Support Engineer: August - October 2008: Dublin Airport Authority Data Center Infrastructure Analyst: March - June 2008: Pfizer Ltd Change and Configuration Analyst: February - July 2007: Pfizer Ltd Wintel Deployment Team Leader: March - December 2006: Royal Bank of Scotland Senior Technical Infrastructure Developer: March - October 2005: Halifax Bank of Scotland Service Desk Team Leader: August 2004 - February 2005: Barclays Capital

Education


London College of Management and IT (affiliated with Warnborough College) London, , United Kingdom
11/2002 - 07/2003
Degree: Associate's Degree
Major:Information Technology
Post Graduate Diploma in Information Technology
London College of Management and IT (affiliated with Warnborough College) London, , United Kingdom
07/2003 - 06/2004
Degree: Master's Degree
Major:Information Technology
Master of Science in Information Technology

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