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Click here or scroll down to respond to this candidateCandidate's Name
202 Butternut Ridge Rd Morris, New York 13808 PHONE NUMBER AVAILABLE EMAIL AVAILABLE Profile SummaryResults-driven IT leader with extensive experience in IT service management and Service Desk management, strategic planning, and roadmapping. Adept at aligning technology initiatives with business goals to drive innovation and operational excellence. Proven expertise in implementing and refining Service Desk processes to enhance support efficiency and user satisfaction, leveraging ITIL methodologies to standardize and improve service delivery. Skilled in managing vendor relationships to ensure high service standards and leading high-performing teams to execute cutting-edge strategies. I demonstrate a strong background in continuous service improvement, focusing on optimizing processes, developing performance metrics, and establishing SLAs to elevate customer service quality. Committed to fostering effective stakeholder collaboration and delivering measurable results through strategic IT management.Areas of Expertise Action-Oriented Leader Stakeholder Collaboration& Communication IT Strategic Planning &Roadmapping Team Building &Coaching Process optimization Service Desk Management KPI & SLA Monitoring Customer ServiceOptimization Incident, Request,Problem, ChangeManagement Process Optimization &SLA Design Customer Focused Continuous ServiceImprovement (ITIL) SLA Design & Compliance Vendor, Contract and alertManagement License ManagementWork ExperiencePROSCI FORT COLLINS, COLORADOSenior Manager of ICT Enterprise Systems (REMOTE) June 24th, 2024Present 50 hrs/wk full time IT Strategic Planning & Road mapping: Spearhead the development of IT roadmaps that outline key technology initiatives, ensuring alignment with long-term business objectives and providing a clear path for technology evolution and innovation. Stakeholder Collaboration & Balance: Ensure operational excellence by effectively collaborating with and balancing the needs of diverse stakeholders. Action-Oriented Leadership: Tasked with developing a highly efficient global user-support model, utilizing cutting-edge industry-standard service management methodologies to address critical issues and deliver top- tier, responsive customer facing services. Continuous Service Improvement: Foster a continuous service improvement mindset focused on Service Desk management, ITIL processes, and tools. Oversee the Service Desks adherence to ITIL standards and global alignment with expectations, metrics, and SLAs. Vendor Management: Manage relationships with technology vendors and service providers to ensure compliance with SLAs and contracts. Evaluate vendor performance regularly to maintain high standards of service delivery. KPI and SLA Monitoring: Experienced in monitoring and reporting on key performance indicators (KPIs), SLAs, and ITIL processes, ensuring timely resolution of inquiries and adherence to service expectations. Team Building & Performance Management: Lead and inspire high-performing teams by unlocking their potential, driving performance management, and fostering an engaging work environment. Actively participate in the Center of Acceleration to deliver expert knowledge on services, products, and digital strategies. Customer Focus: Establish and maintain performance metrics and programs aimed at continuously improving the quality of customer service. Process Optimization: Develop Service Level Agreements (SLAs) to set clear expectations for problem resolution and ensure timely responses.MERCYFIRST SYOSSET, NYTechnical Services Manager (REMOTE) November 1st, 2013June 24, 2024 35 hrs/wk full time Candidate's Name
202 Butternut Ridge Rd Morris, New York 13808 PHONE NUMBER AVAILABLE EMAIL AVAILABLETop escalation point & owner of all request, incident, and trend recognition for problem management, In-facing and user facing Knowledge Base, & change management procedures, Continual service improvement.Establish and document IT policies, SLAs, Org SOPs, IT in-facing and user-facing articles, report metrics and trends.Oversee and admin all enterprise applications including RMM tool for patch management, Voip PBX Phone system. Barracuda email security, DVR Security admin, Accumedic EMR health record system Admin, Office365 Admin Portal,Responsible forHIPAA compliant ticketing system & triage procedures, ticket routing, tech queues, SLA compliance.Oversee the customization of IT service portal and ticketing systems process optimization & workflows to increase productivity and efficiency & mitigate high resolution times for all incidents and requests.Supervise and cross train IT staff with a focus on customer service. Coach and mentor service team & interns to enhance performance with a focus on team collaboration to drive employee retention. MERCYFIRST SYOSSET, NYWeb Application Developer July 26th, 2005November 1st, 2013 - 35 hrs/wk full timeDeveloped and maintained custom in-house applications and SQL databases using platforms like Joomla, ASP, CSS, JavaScript, and MySQL.Led the creation and implementation of the agency's external website and intranet, collaborating with cross- functional teams to gather content and meet project timelines.Managed daily content updates, maintenance, and server updates for the company intranet and external website.Set up and maintained CMS (Joomla) and tracking software (Mouse Tracks) for system issue reporting and resolution.Education, Credentials & Other Notable Experience/Projects MilitaryCorporal United States Marine Corps Camp Lejeune NC, Infantry team leader / Squad leader in 3rd Battalion 2nd Marines, Awards & Honors: Attained Rank of Corporal Meritoriously National Defense Service Medal Sea Service Deployment Ribbon*1, Good Conduct Medal Armed Forces Expeditionary Medal 2 Letters of Appreciation Rifle Expert 3rd Award.CERTIFICATIONSChange Management Practitioner Certification - ADKAR model ProsciITIL Foundation certification in IT service management APMG InternationalHDI support center manager certificationA+ Certification:Six Sigma White BeltEDUCATIONComputer Career Center - intensive hands-on program optimizing pcs and Lans.Chubb Institute (Currently: Anthem University) - Web Development & Business Programming. RECENT NOTABLE ACCOMPLISHED PROJECTSProject Title: ITSM Framework Overhaul forITIL compliant Service Desk at MercyFirstObjective: Implement ITIL best practices to enhance IT operations.Led interdepartmental teams to establish Change Management and Problem Management policies and processes, including the creation of a Change Advisory Board (CAB) & (ECAB). Acted as the primary approver for all change management workflows and documentation.Provided ticketing software consultations with vendors to ensure compliance with HIPAA and ITIL standards.WIIFM Voice of Customer developed a user portal featuring company-wide catalog, self-service knowledge base, and streamlined ticket submission process & streamlined custom templates.Trained the team on Knowledge-Centered Support (KCS) and developed a dynamic internal and external knowledge base to improve First Contact Resolution (FCR) rates and reduce ticket volume.Responsible for training the service team & enforcing compliance in the completion of the ITIL Foundations Exam to ensure proficiency with ITSM best practices that focus on the importance of customer service. Pilot group QA testing period. Company wide training & rollout. INTERESTS & ACTIVITIESAvid Angler, Extreme Hiker, Building & Maintaining Complex Reef Systems. |
