Open to opportunities

Heidi Spratford

@heidispratford

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Dynamic IT professional specializing in project management and process improvement.

United States

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What I'm looking for

I am looking for a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth.

I am a dynamic IT professional with extensive experience at the Federal Reserve Bank, Banner Health, and AAA, specializing in project management and process improvement. I have a proven track record of leveraging data analysis to implement strategic solutions that enhance service performance. My proficiency in ServiceNow and collaborative initiatives has driven operational efficiency across various organizations.

In my current role as an Advisor in IT Service Management at the Federal Reserve Bank, I identify client requirements and collaborate with internal and external resources to optimize security controls. My previous positions as an IT Business Analyst and Senior IT Business Analyst have honed my skills in analyzing data, making recommendations for best practices, and ensuring adherence to company standards. I am passionate about using my analytical abilities to improve user experiences and drive successful project outcomes.

Experience

Work history, roles, and key accomplishments

Current

Advisor – IT Service Mgmt.

Current

Federal Reserve Bank

Mar 2022 - Present (3 years 2 months)

Collaborate with internal and external resources to identify client requirements and optimize security controls. Document team processes and provide consulting services to clients for technical solutions and process improvements in IT.

IT Service Management Risk Management Data Analysis Process Improvement Documentation Client Services Collaboration Agile Methodology

IT Business Analyst

Veracity Consulting, Inc.

Nov 2021 - Feb 2022 (3 months)

Coordinate with functional departments and end users to analyze requirements and data. Develop schedules and deadlines for projects, and prepare presentations for complex business ideas.

Project Coordination Data Analysis Presentation Skills Collaboration Documentation IT Consulting Agile Methodology Communication

Senior IT Business Analyst

Banner Health

Feb 2021 - Oct 2021 (8 months)

Assess service catalog data and recommend action plans to improve performance. Collaborate with teams to document workflows and support IT Service Management teams using ServiceNow.

ServiceNow Data Analysis IT Service Management Performance Collaboration Process Improvement Agile Methodology

Associate Product Manager

American Express

Apr 2020 - Feb 2021 (10 months)

Contribute to the maturation of ServiceNow by identifying trends and recommending solutions to improve user experience. Facilitate collaboration across various teams.

ServiceNow User Experience Data Analysis Cross Functional Collaboration Trend Analysis Problem Solving Project Management Strategic Planning Communication Agile Methodology

Production Support Analyst

BlueCross BlueShield of Arizona

Jun 2019 - Mar 2020 (9 months)

Analyze and resolve production problems, resulting in a significant reduction in ticket closure time. Create processes and generate reports based on data analysis.

Data Analysis Reporting Process Improvement Documentation Trend Analysis Collaboration ITIL Agile Methodology

IT Infrastructure Analyst/ IT Project Coordinator

CSAA Insurance Group | a AAA Insurer

Jan 2009 - Jan 2019 (10 years)

Manage IT projects including hardware refresh and server upgrades. Collaborate with teams to ensure accurate maintenance and finance updates, and document workflows for IT processes.