Angel Walleser

About Angel Walleser

With over 20 years of IT experience, I am a versatile and resourceful Systems Management Analyst at Optum, a leading health services and innovation company. I have a Master of Information Systems Management degree and an ITIL® 4 Foundation certification, demonstrating my commitment to continuous learning and professional development.My core competencies include software development, infrastructure, operations, and business analysis. I have successfully implemented technology solutions that support overall business objectives, such as problem management, migrating EDI processes, technical support, and facilitating high priority incident management. I am passionate about mentoring and developing people and teams, working across business units, and resolving workplace conflict. My goal is to leverage my skills and expertise to deliver value and quality to Optum and its customers.

Experience

1. IT Service Management (Itsm) Process Owner

   Kwik Trip, Inc.

   Oct 2024 — Present · La Crosse, WI, US

   Defining and designing ITSM processes based on proven best practices and organizational requirements.• Overseeing the implementation of new or updated ITSM processes in coordination with IT teams and business stakeholders.• Working with other IT process owners and stakeholders to ensure ITSM processes are effectively integrated and aligned with other IT and business processes.• Tracking and assessing the performance of ITSM processes using KPIs and other relevant metrics.• Conducting regular process reviews and audits to identify inefficiencies, bottlenecks, and areas for improvement.• Leading initiatives to optimize and enhance ITSM processes, leveraging feedback from stakeholders and using best practice methodologies.• Building strong relationships with IT and business stakeholders to understand their needs, challenges, and expectations.• Organizing and leading training sessions and meetings to promote understanding, acceptance, and effective use of ITSM processes.• Communicating process changes and updates to all stakeholders, ensuring transparency and buy-in.• Developing and enforcing governance frameworks that outline roles, responsibilities, and accountability for ITSM processes.• Collaborating with IT teams to evaluate, select and implement ITSM tools and technologies that support process objectives.• Ensuring ITSM tools are configured and used effectively to support process automation, reporting, and compliance.• Working with platform administrators to integrate ITSM tools with other IT systems and processes.

Education

• DeVry University

  Bachelor of Science - BS, Computer Information Systems

• Keller Graduate School of Management of DeVry University

  Master of Information Systems Management, Information Technology