Jean Whitman
123 S. Glick Drive • Olathe, KS 66666 • 913-444-8888 • jwhitman@univ.edu
OBJECTIVE
Dedicated Law major seeks an internship in IT Change Management Analysis. Offers extensive
knowledge in performance metrics, financial analysis, operational efficiencies, leadership commitment
and communication effectiveness. Looking to enable communication between project managers, upper
management and external customers.
EDUCATION
Johnson County Community College
Law (Major) GPA: 3.75
AA, Business (Major): 3.50
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Overland Park, KS
Class of 2012
Paralegal Certificate
EXPERIENCE
Century Systems
Senior IT Change Analyst
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New Century, KS
Jul 2009 — Jun 2010
Efficiently reviewed, evaluated and tested controls within IT
Successfully built the Centurylink Configuration Management Data Base
Developed and maintained effective client relationships and fulfilled project requirements
Consulted management and internal audit groups
Conducted effective interviews with process and control owners
Embassy
Senior IT Change Analyst & SOX Auditor
Overland Park, KS
Jan 2006 — Jun 2009
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Planned and designed Embarq Service Catalog and Asset and Configuration tool from CA’s
Service Desk
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Examined computer processes and systems
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Provided management with full recommendations for improvements to policies, procedures, per
SOX audit requirements & ITIL practices
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Facilitated process training to the 100 assigned Information Asset Owner Representatives on all
matters concerning SOX change management
Verizon
Overland Park, KS
IT Change Analyst & SOX Auditor
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Nov 2003 — Dec 2005
Managed scheduling and approval of the implementation of changes for the
Desktop/LAN/Voice/Facilities for Sprint’s IT division
Built the Sprint Configuration Management Data Base and Asset and Configuration tool from
HP’s Service Desk
Analyzed and evaluated all changes for business justification, risk, scheduling, communicating
and monitored all changes from the initial request to implementation.
IT Program Manager
Sep 2002 — Oct 2003
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Coordinated end user training, process improvement and basic knowledge of desktop
software packages & technologies, as it related to call centers (e.g., IVR, ACDs, call routers)
and call center technologies such as quality assurance management and workforce
management tools
Managed HEAT training services for Enterprise Services, headcount organization charts,
reports and staffing models for End User Services
IT Contract Vendor Administrator
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May 2001 — Aug 2002
Managed 300 contractors, 50 vendors for the EIS CTO/CSO organizations
Provided specific recommendations on infrastructure improvement, application
rationalization, software selection, organizational design & process and governance changes
Directed Billing/Contact Center guidance, strategies & best practices
Participated in the RFI, RFP and Value Analysis case for the purchase of contract labor
management tools within Sprint
ADDITIONAL INFORMATION
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Software Experience – Microsoft Works, Microsoft Office, Google Docs, Proficient in 3 of the
6 ITIL Gold Level Endorsed Software Tools, CA Service Desk Manager 12.5, HP Service
Manager 9.2 (formerly Service Manager 7.1), and BMC Remedy Change Management 7.6
Certified for ITIL V.I (March of 2005); ITIL V.II (March of 2007) & ITIL V.III (June
2008),proficient in 3 of the 6 ITIL, SAP, Doc-Share, ERP (Enterprise Resource Planning),
SLM (Service Lifecycle Management), CRM (Customer Relationship Management) and HR
(Human Resources) management, plus Sarbanes-Oxley Act provisions