Aaron Eagle Email & Phone Number

Texas, United States

Westlake, Tx

Dallas/Fort Worth Area

ITSM Process Improvement champion, specializing in Problem Management

Plano, Tx

Global Problem Management - GPLITSM Transformation - Process Design & ImplementationITSM Tool Requirements, SIT & UAT, CSIIT Problem Controls Ownership & AuditGlobal Process Training & Operational GovernanceSLA Adherence & Improvement ManagementProcess & Metric Reporting Capability DesignPeriodic Problem and Weekly Process ReviewsCross-functional ITSM process design collab/alignYOY metric improvement initiative

Plano, Tx

Global Incident Management - GPLITSM Transformation - Process Design & ImplementationITSM Tool Requirements, SIT & UAT, CSIIT Problem Controls Ownership & AuditGlobal Process Training & Operational GovernanceSLA Adherence & Improvement ManagementProcess & Metric Reporting Capability DesignPeriodic Incident Performance and Regular Process ReviewsCross-functional ITSM process design collab/alignYOY metric improvement initiative

Plano, Tx

Role performed as part of Process Improvement and Operational Stability team.• Formal Problem Detection and Logging.• Provide role-based training to analysts on Global Service Management (GSM) Problem Management process• Process Leadership for Global Problem Managers/Coordinators/Analysts.• Determine and eliminate root cause from the environment. Thus, eliminating repeat occurrence of business-impacting Incidents.• As primary Problem Manager, responsible for driving investigation the underlying causes of Incidents and proactively preventing the recurrence of said Incidents and Known Errors. • Interfacing with Incident Management and Knowledge Management Processes to optimize IT service availability and quality.• As Sector Lead, responsible for audit control reporting, as well as process testing and execution monitoring/remediation for team contributors and partnering Back-line Analysts. Also responsible for presenting Problems and Known Error initiation, resolution, and closure to senior leadership/key stakeholders.• Provide skills and knowledge serving as Critical Incident Manager via rotational on-call.

Plano, Tx

• Driving continuous improvement of the operational environment• Manage Vendor and Partner relationships• Drive Standardization and Automation• Liaison with Application and Infrastructure teams• Driving trends or non-resolvable incidents to Problem Management• Process Leadership• SharePoint/Collaboration Administration• Internal Asset Management

Plano, Tx

Escalation point responsible for resolving issues beyond the scope or knowledge of standard HDA's.Local Problem Management, Trend Analysis, 1:1 training to improve metrics of individuals and overall PepsiCo Support Center.

Plano, Tx

Facilitate regular meetings to discuss and innovate tools and solutions to be utilized by Help Desk Analysts in the pursuance of increased efficiency and multinational collaboration.

Plano, Tx

Provide training and serve as mentor to new support staff.Serve as chair on PSC Training Committee, representing Infrastructure Support.Help determine standards around training and overall support methodologies.Provide cross-training for Infrastructure Support team on all aspects relating to alternate divisions as part of re-org of divisional support at the PepsiCo Support Center.

Plano, Tx

Receive/resolve inbound calls and end user issues, from multiple PepsiCo divisions.Maintain exceptional quality assurance scores on procedure and ticket documentation.Subject Matter Expert for Syamantec Anti-virus and vulnerability remediation.Development of knowledge base solutions.Partnering with back-line teams to on-board new support and solutions.

Dfw, Tx

Small Business Owner - Independent Contractor for Digital Broadcast and Home Theater Systems. Managed 1-2 sub-contractors.

Dallas, Tx

Senior Technician for Dish Network Service Corporation. Performed installations and led crews of 6-8 techs. Performed Quality Assurance and Customer Satisfaction Inquiries. Provide classroom and field training for full tech base. 25+ technicians.