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Marietta, GA Street Address | PHONE NUMBER AVAILABLE | EMAIL AVAILABLE | LINKEDIN LINK AVAILABLEProfessional SummaryITIL-certified leader with a track record of excellence in managing IT service operations, implementing process improvements, and driving continuous service optimization. Proficient in leveraging project management frameworks and tools to enhance quality management, streamline processes, and elevate service delivery standards. Expert at leading high-performing teams, building strong customer relationships, and ensuring IT services are strategically aligned with business objectives to deliver measurable results.Key SkillsITIL Service Management (Service Strategy, Design, Transition, Operation, and Continuous Service Improvement)Project Management (PMP, Agile, Waterfall, Hybrid)Process Improvement (Lean, Six Sigma, Root Cause Analysis)Service Delivery OptimizationCross-Functional Team LeadershipAgile Methodologies (Scrum, Kanban, Jira, Trello)Stakeholder ManagementChange ManagementRisk Management & MitigationBudgeting & Resource AllocationService Level Agreement (SLA) ManagementCustomer Relationship ManagementExcellent Communication and Presentation AbilitiesTechnical CompetenciesProject Management Tools: Trello, Asana, MS Project, JiraAgile Frameworks: Scrum, KanbanNetworking & Infrastructure: LAN, WAN, VPN, Wireless, Switches, RoutersOperating Systems: Linux, Windows Server, Windows XP, 7, 8, 10Software Applications: Microsoft Office 365, SharePoint, Google DocsProgramming: HTML, CSS, C++, Visual BasicProcesses: Change Management, Incident & Problem Management, Service Request ManagementProfessional ExperienceKroger | Powder Springs, GAOperations Manager | October 2008 Present Drove process optimization initiatives in store operations by organizing workspaces, improve overall store cleanliness and efficiency, and create detailed process documentation for key store operations such as inventory management resulting in a 10% increase in efficiency by implementing Lean and Six Sigma methodologies to streamline workflows. Applied ITIL best practices to improve service delivery, optimize internal processes such as 5S principles, introduced cross-training programs, and optimized inventory tracking systems, reduce operational downtime by 15%, significantly enhancing service reliability. Led cross-functional teams in adopting Agile project management tools (Trello, Asana), improving team collaboration, task tracking, and overall project visibility across departments. Oversaw inventory management, sales strategies, and customer service programs, achieving a 12% year-over-year revenue growth while maintaining consistently high levels of customer satisfaction. Facilitated the development and execution of change management processes, ensuring IT services remain aligned with evolving business objectives and operational needs.Total Wine & More | Kennesaw, GAAssistant Store Manager | May 2005 September 2008 Directed service operations, with a strong focus on store charter compliance by overseeing and managing service-related activities to make sure these activities are carried out efficiently and effectively, service transition to make sure changes or new services are smoothly integrated into daily operations without disrupting existing services, and proactive problem resolution, ensuring consistent and high-quality service delivery. Leveraged ITIL Continuous Service Improvement (CSI) principles to drive operational enhancements, reducing service response times by 20% and improving overall service efficiency. Led IT infrastructure projects, such as POS system upgrades, by managing vendor relationships, coordinating project timelines, and ensuring strategic alignment with business goals. Spearheaded team development initiatives, cultivating a culture of learning and continuous improvement through targeted training programs and personalized mentoring, driving team engagement and performance.AutoZone | Clifton, NJWarehouse and Transportation Manager | March 1999 April 2005 Managed logistics and transportation operations, delivering a 5% annual improvement in efficiency by introducing automated systems and optimizing resource management practices. Developed and implemented streamlined transportation schedules, resulting in improved delivery accuracy and a significant reduction in logistical disruptions. Supervised and mentored a team of warehouse associates, applying ITIL-based incident management processes to proactively resolve operational issues and enhance overall productivity.US Army Squad Leader | FT Leonard Wood, MO | June 1982 June 1983 Led and trained a squad of 19 soldiers, leveraging strategic leadership to ensure mission readiness, foster team cohesion, and maintain high performance under pressure. Oversaw logistics and operational planning, efficiently coordinating equipment, personnel, and resources to ensure mission success and operational excellence.Education & Certifications Google Project Management Certification | 2023 Axelos ITIL V4 Certification in IT Service Management | 2022 PMP Training Program | ACI Learning | 2022 CompTIA Network+, Security+ | 2022 CCNA (Part 1 & 2) | 2022 Information Security Analyst Program | ACI Learning | 2022 BA in Economics Management | SUNY Buffalo State University | 1985 AA in Urban Regional Planning Community Development | SUNY Buffalo State University | 1985 |
