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Click here or scroll down to respond to this candidateCandidate's Name
Director, IT Service Delivery
EMAIL AVAILABLE LINKEDIN LINK AVAILABLEPHONE NUMBER AVAILABLE Austin, TX
QualificationsSummaryMethodical IT leader with 15+ years experience driving innovation and high performance for global support operations. Focused on providing exceptional end-user experiences and engineering continual process improvements with award-winning results. Adept at building motivated teams, developing support strategies, and cultivating stakeholder buy-in. Track record of implementing problem management solutions that increase organizational efficiency. IT Strategy and Operations ITIL Process Implementation Change Management Enterprise Architecture Global IT Operations Incident Management Continual Service Improvement
Vendor ManagementCareerExperienceDirector, Customer Support, Revionics, Austin, TX 3/2021 to 5/2021Led a global team of pricing experts who serve as the front line to our customers, providing high value insights, support and service to make our customers successful. Partnered with other areas of the business to ensure issue resolution and overall customer satisfaction.
Sr Business Analyst, Team Lead, U.S. Department of Veterans Affairs, Austin, TX 8/2020 to 3/2021Stood up an Enterprise Operations center to support applications at VA hospitals, clinics, and cemeteries. Merged DOD and VA systems to create an end-to-end experience for Veterans. Implemented monitoring of critical applications and environments supporting Veterans.
Service Delivery Manager, NEC Corporation of America, Irving, TX 9/2019 to 8/2020Developed strategic direction for organizations problem management services. Drove adoption of ITIL best practices. Assembled problem manager team to execute problem management process in ServiceNow. Defined SLAs and KPIs for service delivery and consulted with development teams to prioritize and assign support requests.
Established problem management process using ITIL process standards. Determined methods for resolving high-frequency issues and decreased incidents by 5% quarter-over-quarter.
Developed continual service improvement process.Network Operations Center Manager, Blackbaud, Austin, TX 4/2018 to 7/2019Oversaw 13 operation analysts and system administrators providing 24x7x365 support for 45K+ clients. Proactively monitored hosted infrastructure and applications, ticket queues and incident response. Performed root cause analysis and quickly remediated issues to eliminate recurrences.
Cultivated proactive, customer service-focused team to maintain service uptime and deliver expedient incident resolution. Team eliminated 20% of alerts by analyzing operations event history. Overhauled problem management process to adhere with ITIM standards and developed detailed documentation.Senior Manager / Senior Technical Expert, Walmart, Austin, TX 8/2011 to 4/2018 8/2011 to 4/2018Spearheaded strategy, design, creation, and standards for global service management process. Gathered stakeholder buy-in for contact center automation, advanced analytics and reporting. Directed continual service improvement, incident resolution, demand, problem, change, asset & configuration, and event management. Led incident management workstream for global conversion to ServiceNow.
Reduced pharmacy support calls by 80% via adoption of IBM Watson AI technology. Developed and published global process for ServiceNow deployment to 10 countries and oversaw translations into local languages.IT Problem Manager, Dell, Austin, TX 3/2004 to 7/2011Led 14 ITIL problem managers across North America, Europe, and Asia. Oversaw root cause analysis, resolution, and reporting for applications and all infrastructure platforms globally. Presented monthly reports to CIO and senior executives. Steered initiative to re-engineer global incident management process to deliver more comprehensive problem management while deploying resources more productively. Achieved Office of the Chair Award for leading critical process improvements and providing superior customer experience. Improved performance by 96%, reduced incidents by 67%, and realized $390K in cost savings as head of a Six Sigma/Green Belt BPI project. Steered re-engineering global incident management process to deliver more comprehensive problem management while increasing resource productivity.
Additional
ExperienceIT Manager, DellAviation Electronics Technician, United States NavyEducationBachelor of Science - ManagementPark University, Parkville, MOProfessionalTraining / Clearance ITIL Certifications | Dream Catchers, Inc. v3 Foundation Intermediate Service Lifecycle Service Transition (ST) Service Operations (SO) Continual Service Improvement (CSI) Six Sigma Green Belt Dell BPI Certification Public Trust Security Clearance |
