1. Jody Riggs Fluken
242 Yank Court, Lakewood, Colorado 80228 • 303-475-1892 • Jody@rockymountainlasercollege.com
SENIOR INFORMATION TECHNOLOGY MANAGER
CERTIFIED SIX SIGMA BLACK BELT
• Infrastructure Process Improvement Leading Complex Projects and Innovative Solutions
• Implementing Quality Standards and Procedures Utilizing Six Sigma, Lean and CI Methodologies
• Service Delivery Management
• Help Desk Design and Operations
• Service Level Agreements
• Problem, Change and Configuration Management
• Outsourcing Management
• Project Management
Qualifications
• Certified Six Sigma Black Belt (9 years) Expertise in applying six sigma statistical concepts
to reduce variation in business processes relative to customer requirements thus
improving quality, reducing costs while delivering better value.
• Business / Technology Service Delivery (20 Years) Comprehensive IT knowledge in technology,
hardware and software. Extensive experience with: MS PowerPoint; Minitab 16; IBM mainframe
and midrange infrastructures and application environments; advanced MS Excel 2010,
Access 2010, and Visio 2010 for process mapping.
• Project Planning and Management (15 years). Expertise in driving project strategy, objectives and scope within
complex technology environments. Lead virtual teams, ensured projects met required deadlines, scope, budget,
communication & training plans and quality commitments.
• Relationship Management / Communications (20 years) Expertise in partnering with business customers and
information technology leaders to define and measure critical issues, identify process bottlenecks, apply statistical
tools to validate root causes, develop innovative and sound strategies and execute tactical implementations.
Work Experience
ING North America Insurance Corp., aka Voya Financial Denver, CO – 1999 to Present
Multi-national financial services company (banking, insurance/reinsurance, and investment management) with Business
Units in 50+ countries and 112,000 employees. In 2014 ING became Voya Financial “America’s Retirement Company”.
Process Improvement Certified Six Sigma Black Belt – IT (March 2007 - Present)
• IT Contractor Onboarding Centralization - Process Improvement (2015 - 2016)
o End-to-end cross-functional processes that crossed 14 teams; analyzed, documented and centralized into
one team for overall ownership.
o Partnered with several teams to deliver an IT Learn Session for all IT resource managers.
o Created a SharePoint for the intake process.
o Automated daily workflow with Access Database and Excel.
o Built handoffs, SLA’s and metrics for monitoring success.
• Fixed vs. Variable Costs Servers & Storage - Process Improvement (2014 – 2015)
o Effective Black Belt Leadership, partnering with Asset Management and Finance to identify cost drivers
and levers for influencing unit costs resulting in spend control, mitigation of risk, and service delivery.
o Servers and Storage Analysis resulted in baseline data for software including ownership responsibilities for
licensing.
o Established data standards for hardware and software assets by centralizing HW & SW Ordering.
o Documented Intake, Hardware Ordering and Receiving, and the Server Build Processes.
o Trending and control reports created to manage the process.

2. Jody Riggs Fluken
242 Yank Court, Lakewood, Colorado 80228 • 303-475-1892 • Jody@rockymountainlasercollege.com
o Defined an End-to-End New Project Software Ordering Process with roles and responsibilities, helping to
ensure only standard software is purchased.
o Closed 2 audit gaps; implemented standards that allow a purchase request to be tied to the purchase, and
added a formal receiving process.
• Application Data Removal - Process Improvement (2012 – 2013)
o Created processes and gained approval for Application Data Removal that met business retention
requirements. Gained approval from Deputy Chief Legal Counsel to implement.
• Coached (2) Green Belts obtaining Green Belt certification (2012 – 2013)
o Review Symantec Control Compliance Suite, eliminating Symantec Software resulting in $249,305
expense reduction.
o Increased capacity of the life team to support ING's strategic objective of efficient operations.
o Reduced the number of manual commission adjustments by 30%
• Mainframe Utilization Waste Reduction - Process Improvement (2012 – 2013)
o Significant reduction in Tape, DASD, CPU and Batch that resulted in overall contract renewal savings of
$10M.
o Documented the overall tape retention and HSM processes with job aides allowing for waste reduction.
o Implemented controls to monitor usage.
• Change Management Audit Mitigation - Process Improvement (2012 – 2013)
o Analyzed and implemented role management.
o Sustainable controls implemented and turned over to process owner.
• Improved Problem & Incident workflow - Process Improvement (2011)
o Implemented workgroup management to include reporting and queue management (ITIL standard).
o Implementing and modified controls sets accountability for every workgroup and allowed for SLA
measurements.
• Firewall Enhancements - Process Improvement (2011)
o 8 solutions implemented resulting in efficient repeatable processes.
o Eliminated confusion with forms and process, created roles & responsibilities, educated customers of new
process for external connections.
o Eliminated waste in the process resulting in productivity saves.
o Simplified risk analysis by moving to one tool, which aligned with ITIL standards.
• Change Management Enhancements - Process Improvement (2011)
o Created organizational value through introduction of new ServiceNow Change Technologies.
o Created documentation and held training sessions.
o All new processes reduced risk for unauthorized application access and unapproved changes.
o Updates to documentation and forms saved time, eliminated confusion and enabled us to report on
compliance items.
• Compliance and Technology Risks - Process Improvement (2011)
o Created a SharePoint to Log, monitor and complete enhancement requests.
o Setup controls to manage software licenses to stay in compliance.
• Service Request Implementation - Process Improvement (2011)
o Requirements, design, testing, UAT and implementation of ServiceNow Service Request module.
o Used comparative analysis techniques to evaluate and recommend overall solutions for client/organization.
o Expertise in ServiceNow security/roles, licensing, enhancement request requirements, and incident
closure.
Interim Change Management Manager – USFS – SAS (August 2010 – October 2010)
• Responsible for adherence to the Change Management Process, as well as, management of change coordination
staff.
Access Management Process Manager – USFS – SAS (September 2009 – August 2010)
• Responsible for standardization and simplification of enterprise access management processes and compliance.

3. Jody Riggs Fluken
242 Yank Court, Lakewood, Colorado 80228 • 303-475-1892 • Jody@rockymountainlasercollege.com
• Owner of 18 SOX Key Controls.
Six Sigma Black Belt Certification – USFS – CITS (2007 – 2009)
• Conduct CITS (Customer and IT Services) business-wide, cross-functional Six Sigma projects.
• Reduce Failed Changes Project (2007 – 2009)
o Exceeded annual goal of successful change rate target of = > 99.25% (Full DMAIC Project.) resulted in
27% improvement in the change process. $175,384K annual cost reduction.
o Revised the change process addressing rework and root cause on every failure.
o Implemented 6 controls to enable process owner to track the process is performing as expected over time.
• Electronic Storage Server Hardware and Backup Tape Decommission Project (2007 – 2009)
o Redefine the server decommission process to ensure backup tape data is only retained per the records
retention and destruction policy based on data type.
o Identified and eliminated 519TB of data stored on tape from decommissioned servers with no business
requirement to retain. Full DMAIC Project.
o Reduced risk associated with high priority failure modes by 98%. Defined developed and documented
repeatable processes for Server Decommission and Backup Tape Removal validated by legal.
o Developed templates to ensure appropriate approvals, no business impact, and forces a step for data
owners to determine what is to be done with backup data at time of decommission.
o Cleaned up 522 TB tape waste. $1.3 million annual cost reduction.
o Implementing 6 controls to ensure we are no longer billed for server, disc and tape on servers that have
completed the server decommission process, and are now monitoring and reportingTSM growth and
reductions.
• End-to-End Application Monitoring Project (2007 – 2009)
o Performed tasks for end-to-end monitoring project involving VOC, metrics and process for 7 applications.
• IT-to-IT Service Request Pilot (2007 – 2009)
o Critical contributor in the requirements, design, testing, UAT and implementation of ServiceNow IT-to-IT
Service Request pilot module.
Service Delivery Manager – Infrastructure Services (1999 to 2007)
• Infrastructure Services liaison to IT customers.
• Provide client support during system development and implementations.
• Provide maintenance of service level agreements from IBM partners to IT customers.
Computer Sciences Corporation (CSC), Denver, CO – 1996 to 1999
CSC’s global leadership has 48-year record of delivering business results to hundreds of commercial and government clients worldwide.
Service Delivery Manager – ING Account
• ING outsourced all IT support to CSC in 1996. Identified, developed and implement operational processes,
procedures and standards for day-to-day operation of the facility and all associated disciplines.
• Focus on Help Desk services for all ING locations with dotted line management responsibilities for 30+ CSC Help
Desk agents.
• Provided a single point of contact between CSC and ING 1000+ customers.
• Managed contract deliverables, new service requests, monthly service level agreement reporting.
• Managed contractual issues with ING and CSC through consensus.
ING Americas, Denver, CO – 1988 to 1996
Multi-national financial services company (banking, insurance/reinsurance, and investment management) with Business
Units in 50+ countries and 112,000 employees. ING Americas is the major region covering US, Canada, and Latin America

4. Jody Riggs Fluken
242 Yank Court, Lakewood, Colorado 80228 • 303-475-1892 • Jody@rockymountainlasercollege.com
Help Desk Supervisor - Production Services – Security Life of Denver (1989 to 1996)
Tape Technician - Production Services - Security Life of Denver (1988 – 1989)
Education
1978 to 1980 - Computer Science, Red Rocks Community College, Denver CO
2003 - Certified Help Desk Manager, Help Desk Institute
2007 - Certified Green Belt, Six Sigma Certification, Sigma Business Solutions
2008 - Black Belt, Six Sigma Black Belt, Sigma Business Solutions
2009 - Certified Six Sigma Black Belt, ING