ITSM / ITIL Business Process Designer / Release Manager / Change Manager / Problem Manager Skilled professional with extensive experience with data rich processing systems including process analysis, solution design, and implementations. Expertise with internal and external customers to assess needs, design solutions, and deliver business applications that maximize productivity and ROI. Innovative problem solver with skills in corporate communication, document creation, training development, and facilitation. • Ability to lead and manage in a team-based work environments • Proven ability to find reliable solutions to complex problems and deliver them to any audience • Master problem solver with superior communication and facilitation skills • Passionate about improving business processes and efficiency • Friendly, personable, innovative, intellectually curious, a pathological learner Core Competencies ITSM / ITIL Processes | Research & Evaluation | Solution Design & Implementation Online & Classroom Training | Documentation | Consulting & Mentoring Software Specialties salesforce.com | VisualForce | APEX | ServiceNow | | MSSQL (SSMS) | Excel (advanced VBA macros) | Visual Basic | Camtasia | Adobe Captivate | Google Apps & Webmaster Tools | HTML/DHTML/XML/ASP web technologies | Access | MS Office Proficiency “I have never let schooling interfere with my learning.” - Mark Twain

Release Manager @ Release Process Manager • Manage Release Management policies and procedures • Lead team of release engineers Application Support Engineer / TFS Administrator • System Administrator for ASP.NET / MSSQL / TFS proprietary release management application • DBA responsible for backups and maintenance activities • Conduct code splits/merges to produce new code streams Trainer • Created overall documentation strategy for all Service Management SOPs • Mentor other specialists and ensure that work is completed and departmental processes followed From November 2014 to Present (1 year 2 months) Process Improvement Developer @ Problem Solver • Research organizational pain points and formulate process and/or technology solutions to address them • Developed applications using Salesforce/force.com, Powershell, MSSQL, Access, VBA, and .NET apps automating manual tasks resulting in annualized savings of hundreds of man hours for the department • Created VBA advanced macro enabled applications to bridge corporate systems gaps and eliminate manual steps for weekly IT and software CAB meetings • Developed/maintained Powershell and Window scripts for automated periodic tasks (disk space maintenance, automated email notifications, automated reports, etc) • Developed Corporate Software Scorecard using advanced excel macros / VBA / SQL / .NET for use in monthly progress reports and executive presentations Application Support Engineer / TFS Administrator • System Administrator for ASP.NET / MSSQL / TFS proprietary release management application • DBA responsible for backups and maintenance activities • Conduct code splits to produce new code streams Release Manager • Troubleshoot and resolve issues in software testing environments • Participate in product requirements definition meetings with the design team as needed • Facilitate communication between IT, development, testers, and Management at all levels • Manage build producing systems and upgrade to current technology standards Trainer • Produce/maintain videos/documentation for all Service Management processes and procedures • Mentor other specialists and ensure that work is completed and departmental processes followed From September 2012 to October 2014 (2 years 2 months) IT Change Specialist II @ Change Manager • Assist in the design, implementation, and management of an enterprise-level change control process based on ITIL standards to meet SSAE16 audit standards • Reviewed daily RFCs and report Forward Schedule of Change to business partners • Produce and distribute Scheduled Maintenance Notifications to vendors and business partners • Coordinate software releases and infrastructure changes with business partners Release Manager • Create/modify the monthly release process schedule and monitor milestones - Waterfall and Agile Software Development Lifecycle methodologies • Create/modify the product release calendar for OneSite integrated product suite • Review, organize, research, and report code changes in each scheduled release • Monitor and approve requests for production bug fixes and coordinate release to clients • Shepard major releases to production and certify they are completed successfully while mitigating risk and proactively avoiding incidents Problem Manager • Researched Incident root cause and determined remediation plans for IT and product issues Trainer • Trained associates, management, and executives on change processes and best practices • Wrote and created technical user instructional materials and conducted live training sessions for new change management ticketing system • Recorded/produced training videos for corporate clients for new service request ticketing system From December 2010 to September 2012 (1 year 10 months) Technical Analyst @ Trained internal and external customers in product functionality and best practices, solved functional, accounting, and technical issues for OneSite Suite & PropertyWare solutions • Designed, implemented, managed Google apps/sites Knowledge Base • Technical designer and project lead for displaying queue information on large format wall displays From July 2010 to December 2010 (6 months) Web Applications Consultant @ • Developed multi-tier web application utilizing Classic ASP, Visual Basic.NET, MSSQL • Facilitated transition to web hosting and built new marketing website • Designed and created new marketing logos, presentations, and other promotional items for new marketing website From July 2009 to February 2010 (8 months) Senior / Lead Technical Analyst @ Workforce Management and Intactix Space Management applications • DBA for MS SQL Server and Oracle data servers for test lab environments. • Administered web application servers (IIS & Apache Tomcat) • Authored technical and functional training documents for clients • Produced instructional webinars and best business practice documents • Technical point of contact in the support group • Researched and resolved escalations • Provided analysis and proposed solutions to development • Managed 24X7 after-hours support staff operations • Improved issue time-to-resolution by 65% by implementing high quality best practices From August 2004 to April 2009 (4 years 9 months) Senior Technical Analyst / Developer @ Researched needs and fabricated solutions for internal clients using VB/ASP/HTML/SQL/TSQL. Solved implementation issues with proprietary high-speed printing applications. Implemented CRM backend scripting to improve customer experience and streamline case handling processes. Key Achievements: • Created a secure, web-based customer satisfaction survey system resulting in improved response rate by over 850%. • Automated menial network administrative tasks resulting in 95% time savings. From February 2001 to June 2004 (3 years 5 months) Software Developer @ Managed production data processes and developed dynamic rule processing logic for rapidly changing business needs for Yahoo! Auto Finance client. Key Achievements: • Streamlined print process to reduce material and labor waste. • Debugged code from contractors resulting in reduced production outages. From May 2000 to January 2001 (9 months)

Bachelor of Arts, Japanese, Management @ Brigham Young University From 1995 to 1998 Japanese Language/Culture/History @ Miyazaki Municipal University From 1996 to 1997 Associates, General Education @ Rick's College From 1991 to 1993 David MacKillop is skilled in: Microsoft SQL Server, Process Improvement, ITIL, Salesforce.com, ASP.NET, Visual Basic, SQL, Databases, XML, CRM, SaaS, HTML, Troubleshooting, ServiceNow, Testing