CLAIRE E PAGE IT Manager and ITIL expert for an international organization that demands high performing process and technology to enable leading edge consumer focused services

Personal Details SPECIAL COMPETENCIESContact – 972-462-1949 ITIL Foundations certifiedEmail – cepage14@yahoo.com Subject Matter Expert for Peregrine (HP) Service Center,

Problem Management, Service (Call) Management, Service Level Management modules. Subject Matter Expert for Remedy Service Level Management Proficient in FrenchExcellent written, verbal and organizational skills

https://www.linkedin.com/in/claire-page-a7605b8 MBNA Master’s - 6 month company education program

EXPERIENCEBank of America/MBNA Dallas Tx 1982-2015

Architect Team Manager, Systems Engineering, Vice President 2006-2015

Remedy Request Management and Service Level Management integration – responsible for setting service level targets on Requests and Tasks, coordinating each target with the Request Management team and Product Owners, testing the target values and implementing them into production and managing service level target reports.

Service Level Management (SLM) Operations, Process, Governance Manager – Responsible for Service Level Agreements (SLA) work and reporting, ensuring quality SLA’s are created and how each provided a cost savings for the company. Responsible for managing the Service Center (previous) and Remedy (current) SLM Module requirements, test scripts, and testing while working with users to ensure system and enhancement requirements are reviewed, prioritized and implemented. Involved with upgrading the SLM Module to trigger response and availability alerts, and integrating other modules, including Problem, Change and Configuration.

SLM and Incident Team Manager with 3 direct reports, including writing mid year and year end reviews and goals.

SLM Transition Lead for the merger between MBNA and Bank of America. This involved decisions on the transition of MBNA’s Service Center system and developing plans to migrate MBNA’s SLA’s to Bank of America SLM process and tools.

Project / Team Manager, Assistant Vice President 2005-2006

Project Manager responsible for creating, standardizing, and globalizing SLA’s between business areas, application development areas, system development areas, financial institutions and vendors. Developed processes and procedures, consolidated different area’s documents and information into one centralized, shared location, and facilitated discussion agreements between these areas for US, Canada and Europe locations.

Problem Management Manager, Service Center Administrator, Technical Engineer 1998-2005

Problem Management Team Manager, with 3 direct reports, including writing mid year and year end reviews and goals.

Subject Matter Expert (SME) and Global Key Contact for Service Center Problem Management, Service (Call) Management and Opportunity Management modules and functionality. Regarded as the leading Subject Expert User of these modules.

System Administrator for Service Center, key contributor with design and implementation of the system from the start.

Responsible for managing, testing, and approving all Service Center Problem Management, Service Management and Opportunity Management system changes and enhancements.

Responsible for all common shared data, tables, and field functionality within Service Center, including the On-call systems.

Principle Service Center facilitator: Lead trainer for Service Center education in the US. Sole educator for other locations, including Europe and Canada. Managed all regional location visits to Dallas for extensive week long Service Center and Helpdesk education.

Problem Management Lead / Senior Operations Analyst 1997-1998

Rotating On Call person for technology issues across the company. Inform senior managers of technology production problems as they occur through direct

communication and leading daily status meetings. Responsible for problem reporting, including follow up of action items. Work with all application

and systems development areas to properly address problem issues, determine problem owners; responsible for verifying People Hours Lost (PHL) and outage times are correct.

Additional time spent on reviewing opportunities and looking for ways to correct or keep problems from occurring or reoccurring.

Responsible for Trend Analysis for all areas. Assisted with quarterly performance analysis reports and senior management quarterly

meetings.

Helpdesk Technician I and II 1991-1997

Performed as interface between user and technical communities for technology problem determination, escalation and resolution.

Continuous coordination with management and business groups on all global issues. Responsible for timely escalation of technology production problems. Responsible for accurate documentation and tracking of problem tickets in Service Center. Created weekly status reports for all mainframe data center outages for senior management.

Input Control Analyst 1988-1991

Responsible for monitoring all transmissions from outside sources. Worked on Bank Special Requests (BSR’s). Assisted programmers to ensure reports were as

customers requested and scheduled delivery of reports to the customer. Performed daily verification that Post File Maintenance (FM) was in balance.

Chargeback Team Lead 1982-1988

Promoted to Unit Lead within 2 years. Responsible for all Cardholder disputes. Knowledgeable in Mastercard and Visa Federal

Chargeback rules and regulations, including Compliance and Arbitration issues. Worked with Cardholder and Merchant Banks personally on difficult disputes and assisted with

Chargeback education to various Cardholder and Merchant Banks.

EDUCATION

Richland College – Dallas Tx – 2 years, English Major