TECHNICAL SKILLS:

SKILLS: ITIL based Change Management, Incident Management & Problem Management (14 years) Process analysis, documentation, design, improvement, standardization, automation Root cause analysis, trend analysis, continuous service improvement Service Desk Management, Customer Service, Performance Management, Service Delivery ServiceNow SME (10 years), SLA/OLA development, Service Catalog development, CMDB Asset Management, Quality Assurance, SDLC, Sarbanes Oxley (SOx) ServiceNow, HP Openview, Remedy, MS Office, Crystal Reports, Visio, Project Office

PROFESSIONAL EXPERIENCE:

Confidential - Downers Grove, IL

Incident and Problem Manager - Consultant

Responsibilities:

• Revise SLAs, Priority definitions and Incident categorization.
• Develop Incident reporting based on KPI performance.
• Identify Incident trends and coordinate Problem resolution.
• Manage Digital IT workload reducing Incidents and improving KPI performance (eCommerce, SalesForce, etc.).
• Design and prepare requirements and UAT for ServiceNow improvements.
• Deliver ITIL Incident and Problem Management to staff.

Confidential - Rosemont, IL

ServiceNow Analyst & Process SME - Consultant

Responsibilities:

• Design Service Request forms for end users in ServiceNow including requirements and process flow charts.
• Develop test plans for user acceptance testing (UAT). Coordinate testing session with stakeholders.
• Design Configuration Item (CI) forms and structure of Configuration Management Database (CMDB).
• Develop plans and prepare raw data (scrubbing) for mass loading of CMDB with CIs previously tracked in excel spreadsheets. Enhanced data by adding detailed location information allowing the organization to track equipment from the level of region to building floor location or rack placement.
• Review, identify potential improvements and negotiate updates to vendor agreements and processes.
• Enhance end user instructions for equipment installation.
• Create communication templates for both IT and end user distribution.

Confidential - Chicago, IL

Consultant

Responsibilities:

• Analyze and design process improvements for ServiceNow. Develop requirements for ServiceNow implementation.
• Document processes for customer service, customer onboarding, sales and employee activities.
• Train employees on ServiceNow usage and customer service.
• Manage relationships with IT providers for assistance resolving major or high profile incidents.
• Identify issue trends, inefficiencies, and redundancies. Recommend or design process improvements.
• Quality Control. Review ticket management and provide ongoing feedback to staff.

Confidential - Chicago, IL

Manager - Process Management Team

Responsibilities:

• 4 to 5 direct reports.
• Developed and implemented Incident and Problem Management processes from the ground up for North America. Collaborated with regional leadership to implement processes globally serving approximately 45,000 users.
• Incident Manager. Coordinate the efficient resolution of major incidents impacting the environment via communications and hosting multi-team bridge calls which included all levels in IT from multiple regions across the globe. Owned and maintained the escalation process and data to facilitate rapid response to major incidents.
• Problem Management. Identified trends in service issues and coordinated root cause analysis. Developed process improvements to improve results.
• Developed and delivered ongoing for all IT staff related to Incident, Change, Problem Management and service delivery. Enforce these processes by providing consistent feedback related to successes and failures to all IT staff and leadership.
• Provided to IT staff as new ITIL Processes Managers and to provide VIP customer service. Continuous service improvement
• Developed and chaired daily ICP3 (incidents, changes, problems, projects, people) meetings which included management representation from all IT teams in North America and global representation when issues spanned outside the region.
• Change Manager. Responsible for reviewing and approving all changes in the environment. Identifying and appointing Change Advisory Board (CAB) members. Chairing weekly CAB meetings
• Partner with business unit and IT leadership to develop SLAs, OLAs & ServiceNow Service Catalog development. Continuous service improvement.
• Coordinated directly with NOC as an extension of the Incident/Crisis Management team
• Coordinated major disaster preparation and recovery efforts (coastal storms impacting power to multiple locations).
• Coordinated activities with IT Compliance and Security for internal and external audits.
• Responsible for all customer facing communications from IT.

Confidential

Manager - Service Desk

Responsibilities:

• Manage contracted off-shore Service Desk and ID Provisioning (35+ staff).
• Manage local IT Customer Service and IT communications to customers related to incidents and changes in the environment.
• Primary stakeholder, requirement developer and UATester of Service Now implementation from HP Openview. Provided on-site for all Service Desk staff located in Costa Rica.
• Develop onboarding/communication/marketing plans and deliver customer for new companies acquired by Confidential including setting expectations for service delivery and policies and procedures to obtain IT services.
• Review and respond to customer surveys. Provide feedback to any/all IT staff and their management if appropriate. Develop and implement process changes to improve overall customer experience.
• Coordinate resolution of issues and delivery of services to VIP customers.

Confidential - Naperville, IL

Manager - Service Desk

Responsibilities:

• Oversee three teams delivering IT Services. Direct Performance Management of two Supervisors and indirect of 10 - 14 staff members.

Confidential

Access Administration (system access coordination - SOx)

Responsibilities:

• Ensure SOx compliance regarding the access to key financial systems.
• Address customer issues/feedback provided through surveys, email and phone.
• Continuous process improvement based on customer feedback.
• Approve company communications regarding changes and unplanned outages.
• Develop and assign team goals aligned with IS Business Plan and KPIs.
• Produce Production Health metrics for critical systems and facilitate meetings for Management & Team Leads.
• Change Advisory Board (CAB) member.
• Technology Approval Group (TAG) member.
• Process Improvement Committee (PIC) member. Continuous service improvement.
• IT Operations Project Prioritization team - resource planning.

Confidential

Supervisor - Asset Management

Responsibilities:

• Monitor performance and coordinate the & development of up to 6 direct reports.
• Continuous business improvement winner. Analyzed cell service utilization, overage fees, various plans utilized over three years and standardized under a shared plan that accumulated to 25% more minutes over average usage which eliminated overage charges and saved and estimated $180,000 annually.
• Perform formal annual and mid-year performance reviews and conduct bi-weekly one-on-one meetings for ongoing feedback and development.
• Budget analysis, planning and forecasting.
• Develop and improve processes with a focus on cost reduction.
• Inventory, tracking and disposal/recycling/selling of company assets.
• Software license compliance and reconciliation.
• Enforce company policies and procedures regarding IT assets.
• Maintain wireless communications equipment & services.
• Contract negotiation for maintenance and services.