Brett Jarvis Email & Phone Number

Chapel Hill, Nc, Us

Raleigh-Durham-Chapel Hill Area

Cary, North Carolina, United States

Expertly led Service Integration and Management (SIAM) initiatives, improving and documenting ITSM processes, including Incident, Problem, Change, Service Catalog, and Configuration Mgmt., while co-leading Xerox's Global Service Desk. Concurrently served as Agile Product Owner and Project Manager for ServiceNow ITSM and Configuration Mgmt., delivering global support to Xerox's enterprise and application portfolio.• Engineered a comprehensive CMDB strategy enabling more informed, configuration item-based decision-making for support, upgrade, and retirement strategies, facilitating a more streamlined Change Process.• Authored and edited ITSM procedures for Incident, Problem, Change, Service Request, and Configuration Management, ensuring efficient and consistent operations.• Led the implementation of ServiceNow (SNOW) solutions for Incident and Service Catalog Management, saving Xerox nearly $1 million annually from the Managed Service Provider (MSP).• Developed and managed a CMDB strategy for application managers, including detailed impact assessments based on Business Criticality, Operational Posture, and Application Support Posture.• Project Manager for a corporate-wide initiative to clear a 4-year backlog of Incidents and Service Requests, improving time-to-resolution CSAT scores by over 50%.• Spearheaded a project to engineer ServiceNow workflow enhancements, cutting response times for Incidents and Service Requests from half-hour intervals to mere minutes.• Delivered as Project Manager and Solution Engineer for the revision of the ServiceNow Problem Module workflow, solving customized flow issues.• Implemented workflow strategies improving Response Time SLAs by reducing Service Desk's intervention.• Customized SNOW Outage Notifications to keep Executives informed about 1400+ applications in real-time.• Engineered a Service Catalog consolidation plan to reduce 215 customized Service Request Tiles to just 4.

Raleigh-Durham, North Carolina Area

Integrated roles as Knowledge Manager, Process Consultant, Technical Writer, Project Manager, T4 Support Analyst, Web Developer/Site Administrator, Training Coordinator/Trainer, and CMMI Appraisal Team Member. As Project Manager for NCR's Defense Commissary Agency (DeCA) T1-4 Support Teams, leveraged extensive experience in business processes, customer support, and technical writing to streamline operations. Created and maintained documentation for NCR's 45+ applications in the DeCA Knowledge Base on Confluence using JIRA, aiding troubleshooting and daily operations. Held DoD Secret Clearance.• Led the development and coordination of Technical Manuals for 45+ applications, totaling 1,200+ pages, tailored to both technical and non-technical audiences, while ensuring adherence to Change Management and CMMI standards across multiple platforms.• Directed the project and authored ITIL and CMMI processes, including manuals for Incident, Problem, Change, and Service Request Mgmt., and the CMMI Incident Resolution and Prevention (IRP) guide.• Managed and documented defect and root cause analysis for NCR’s POS Emerald application, facilitating cross team collaboration to address defects, contributing to informed Change Management decisions.• Directed cross-functional teams in resolving high-severity issues, collaborating with network, server, and application support teams for swift resolution.• Key contributor to NCR Government Services Corp.'s CMMI Level 3 certification (CMMI-DEV & CMMI-SVC) as part of a five-person appraisal team, recognized for delivering CMMI practice tutorials.

Raleigh-Durham, North Carolina Area

Change Coordinator/Consultant and Trainer for Dept. of Homeland Security (DHS) Data Center 2 (DC2) and Service Delivery Lead and Knowledge Manager for Tier 3 & 2 Service Desks, pivotal in seamlessly facilitating the United States Post Office's largest nationwide software deployment in USPS history while maintaining efficient point-of-sale operations for Retail System Software (RSS) across 47,000+ terminals at 17,700+ Post Offices, managing a staff of 50+ agents and installers. Held Secret Clearance from DoD.• Led and managed changes through DHS’s Change Management lifecycle, overseeing the entire process from design to closure, while managing all stakeholder communications, including the DHS Change Board.• As DHS DC2 Change Coordinator/Consultant, authored Change Management documentation and training tailored to DHS’s strict, auditable process, expediting onboarding for Initiators, Implementers, and Owners.• Managed the creation and coordination of change requests and projects for customer firewalls, hardware, networks, and software in a 99.999% environment, delivering client service to component contract officers.• Directed Tier 3 troubleshooting, managing changes and incidents, and delivering timely solutions while leading cross-functional teams to ensure service continuity.• As Chief Knowledge Officer, designed and managed the RSS ServiceNow KB workflow to sync with the app, aligning Incident creation with app buttons and providing instant access to related KB content.• Managed and enhanced the central support wiki, implementing a catalog, style guide, and naming convention, improving operational efficiency by reducing search times from minutes to seconds.

Raleigh-Durham, North Carolina Area

As a Service Account Manager, Service Delivery Lead, Project Manager, Solution Engineer, Service Desk Manager, and Knowledge Manager for the Department of Homeland Security (DHS), Symantec, and US Postal Service (USPS), analyzed systems and processes to enhance service delivery, operations support, data center planning, and operational processes. Developed documents, reports, and content for Client Executives, Account Management, and PMO, while researching and drafting BRDs, Estimate Workbooks, RFPs, Architectural Overviews, and Specifications for CMS, NASA, & BATFE accounts. Held DHS Top Secret Clearance.• Developed a Standard Change Management Template with 120+ interrelated tasks for monitoring and implementing monthly Windows server patch updates, eliminating downtime issues through its intricate design, while meeting DHS’s strict Change standards and becoming the benchmark for all server updates.• Led Change Management initiatives across DHS projects, coordinating hosting, virtualization, hardware, and software implementations while managing stakeholder communications with contract officers (COTRs).• Managed technical discussions across ITO towers, ensuring alignment of requirements, dependencies, and cross-functional efforts, contributing to smooth Change Management processes across complex projects.• Directed Security, Networking, Server, and Virtualization projects, ensuring compliance with Agile, ITIL, and ISO-27001, managing 3+ year timelines and $1.5M+ budgets, delivered on time and on budget.• Key leader on DHS DC2 project's initial SWAT team, serving as Lead Technical Writer and Lead Operations Engineer for Wintel, Unix, Mainframe, BUR, and Storage.• Designed and managed solutions meeting business requirements, aligned with architecture and engineering guidelines for Standard (>80 hrs.), Non-Standard (<80 hrs.) and Real Estate projects.

Raleigh-Durham, North Carolina Area

As Subject Matter Expert (SME) and Lead Tier 3 System Administrator for USPS' expansive AD domain and network, serving over 300K+ users and maintaining 250K+ workstations, servers, and mobile devices, managed comprehensive support for varied applications including Antivirus, Backup and Recovery (BUR), Database, Disaster Recovery, Monitoring/Maintenance, Network, Telecom, Exchange, and Blackberry. Led Major Incident Management Support, swiftly analyzing, resolving, and documenting SEV1-4 issues through Incident, Root Cause Analysis, and Problem Reports as liaison to USPS CTO. Held USPS Public Trust Clearance.• Lead Developer and Project Manager for CMMI® Level 4 website, pivotal in centralizing USPS knowledge for all support documentation; authored detailed White Paper outlining site strategy and process.• As Knowledge Manager and Lead App Developer for CMMI® Level 4 website, orchestrated dev team and knowledge contributors throughout entire process, focusing on quality SOP content and standardized style.• Acted as Subject Matter Expert (SME), managing projects for USPS apps, notably Delivery Confirmation™, Sure Money™, and Advanced Computing Environment (ACE), documenting technical specs and workflows.• Led the team through the complete website development lifecycle—design, coding, user acceptance testing, implementation, and maintenance—ensuring optimal user experience and thorough documentation.• Managed research and authorship of the 200+ page Sure Money™ Manual, detailing software, hardware, and network solutions, significantly improving troubleshooting efficiency in USPS's complex enterprise.

Raleigh-Durham, North Carolina Area

Tier 3 Technical Leader and SME for multiple hardware and software platforms, supporting over 900 applications for IBM internal divisions and Fortune 500 external clients. Managed and coordinated efforts across teams to deliver comprehensive support and training. Developed, coordinated, and instructed classes for clients and coworkers on features of applications and software releases.• Led third-level technical support for IBM Servers, Laptops, Desktops, Operating Systems, and Applications, ensuring efficient issue resolution.• Managed hardware testing as Test Lead, overseeing benchmark, compliance, proof-of-concept, performance, compatibility, and development testing on IBM Servers using Configuration Management Version Control.• Documented testing results and managed version control using CMVC and RETAIN for IBM 320, 500, 520, and 720 Servers, ensuring compliance and performance standards were met.

Alpha, New Jersey

Managed and maintained local area network (LAN) infrastructure as LAN Administrator, ensuring uninterrupted network stability and peak performance for the substation, crucial for continued operations during potential communication failures with Aerospace Division headquarters.• Appointed as Backup Mission Controller while serving as LAN Administrator, demonstrating confidence in making critical decisions under pressure, given the high cost and complexity associated with satellite launches into space.• Oversaw the operation of custom applications and collaborated with cross-functional teams to ensure successful satellite control during geo-transfer and geosynchronous orbits at the antennae substation.