Jenny Boudreau

Experienced in IT service delivery and infrastructure support with extensive knowledge of inventory configuration management, data analysis and statistical reporting, facilitation and tracking of vulnerability remediation, and collaboration with support teams to ensure contractual and SLA adherence. Strong oral and written communication skills, with the ability to multi-task producing quality results in a deadline-driven, fast-paced environment. Analytical thinker who is organized, detail-oriented with a strong sense of urgency and a high-achieving team member with quality focus and integrity.

Senior Business Analyst Managed Solutions Service Delivery - FIDELITY INFORMATION SERVICES (FIS)

(2020-09 - 2026-03)

• Responsible for monthly audit of Telecom invoices to ensure circuits were accounted for and billing to our clients.
• Tracked project to upgrade client's Windows 10 devices included over 1000 devices for 150 clients.
• Continually drive improvement in the configuration management process to ensure accuracy and completeness
• Design, deploy, and manage CMDB data management tools including Discovery.
• Mentor junior team members to ensure knowledge sharing and upskilling is taking place.
• Instrumental in migrating over 11,000 devices from numerous CMDBs to the Enterprise platform CMDB within ServiceNow.
• Responsible for client data integrity within ServiceNow CMDB with critical understanding of relevant and crucial fields for maintenance, patching, vulnerability remediation, and dependencies.
• Supported account management by ensuring client billing accurately reflects billable services and configuration items including servers, network devices, databases, and storage.
• Oversaw audit and compliance function for assessments and audits received from internal audit and risk, clients, and third-party auditors
• Created presentations and facilitated meetings for multitude of subjects with clients, executive management, and peers.
• Assessed and formalized workflows and processes and implemented monitoring and reporting to provide decision support capability, including spend, throughput, and lifecycle information and statistics.
• Managed the coordination and administration of change activities and produced weekly discussion reports for Change Advisory Board (CAB) meeting.
• Assigned responsibilities and provided direction to highly diverse team of skilled individuals.

Senior Business Analyst / Manager Global IT Service Delivery Excellence - FIDELITY INFORMATION SERVICES (FIS)

(2013-11 - 2020-09)

Business Analyst ETS Service Quality Management - FIDELITY INFORMATION SERVICES (FIS)

(2010-12 - 2013-11)

Supply Chain Analyst FIS Procurement - FIDELITY INFORMATION SERVICES (FIS)

(2007-11 - 2010-12)

Change Specialist Configuration Management - FIDELITY INFORMATION SERVICES (FIS)

(2005-07 - 2007-11)

ETL Developer - CAMBRIDGE INTEGRATED SERVICES GROUP

(2003-03 - 2005-07)

• Implemented code changes to existing code and conducted unit and quality assurance testing.
• Documented extract process / revamped promotion request document for improved functionality and tracking.
• Researched issues with production code to determine cause.

Quality Assurance Analyst - CAMBRIDGE INTEGRATED SERVICES GROUP

(2002-01 - 2003-03)

• Defined test plan and procedures and developed testing metrics for determining percent complete.
• Reviewed documentation and worked with Business Analysts to gain full understanding of requirements.

Account Manager - CORPORATE EXPRESS

(2000-10 - 2001-05)

Operations Manager - CORPORATE EXPRESS

(1999-11 - 2000-10)

Quality Assurance Analyst - CORPORATE EXPRESS

(1998-04 - 1999-11)

• Primary lead for the Configuration Management system.
• Implemented and facilitated code promotion procedures to support a Multi-Release Environment on a $80M project.
• Supported design and implementation of Software Deployment System that decreased deployment of software from a several-day-process to less than three hours for 45 locations.
• Communicated with management and personnel in relevant departments to ensure quality assurance procedures were followed.
• Analyzed trends, evaluated attainment of Configuration Management objectives, and ensured changes followed procedures established within the Quality Assurance Configuration Management system.
• Developed software release implementation plans and facilitated planning meetings and 'Go Live' weekends.
• Interviewed management to define requirements to simplify modification-tracking database and implemented desired changes.
• Assisted with defining test scripts and worked with testers to ensure results met acceptable requirements before promoting code.

Quality Assurance Analyst - FIRST USA - PAYMENTECH

(1995-11 - 1998-04)

Business Relations Analyst - EDS / BANK ONE, TEXAS ACCOUNT

(1990-05 - 1995-11)

Payroll Clerk - EDS / BANK ONE, TEXAS ACCOUNT

(1988-06 - 1990-05)

Sales Secretary - EDS / BANK ONE, TEXAS ACCOUNT

(1988-01 - 1988-06)

Receptionist - EDS / BANK ONE, TEXAS ACCOUNT

(1987-05 - 1988-01)

Associates Degree in Applied Science - Applied Science - South Plains Junior College Lubbock, Texas