Brian Kirby - Ssbbp, Csm Email & Phone Number

United States

Led a team that identifies and implements cross functional, global, operational excellence and innovation opportunities utilizing data analytics, ITIL, agile, lean and Six Sigma methodologies. Collaborated with a large banking client, senior leadership, operations, and IT service delivery teams to improve the customer experience (CX) and reduce costs. Supported towers include: service desk, desktop support and field services. • Led service delivery improvements which resulted in improving SLA performance by an average of 9% resulting in savings of ~$1mil. annually while improving the customer experience (CX) and reducing service desk calls by 30%• Member of the “Account Margin” team that achieved $4.7 mil in margin improvements• Led the development of a Service Transition Program that reduced operational impacts to 0 • Led the development and management of a technology roadmap that identified automation opportunities using Nexthink, ServiceNow, Kore AI and other applications, improving the CX • Led the development of a Data Analytics roadmap and strategic plan that resulted in ~20 enhanced dashboards and auto alert reports that resulted in improved SLAs, and customer experience

Chandler, Az

Built and presented SaaS value proposals to potential clients. Primary liaison between clients and the IT teams. Led the development of client’s operational needs documents. Translated client needs into system requirements to achieve desired operational excellence results. Advised clients on cloud and SaaS solutions. Collaborated with development teams through SDLC to build and deploy desired system functionality using Jira and Adobe XD.

Phoenix, Arizona

Directed a 26-member team of licensing professionals, IT project managers, technical engineers, and Salesforce application developers. Implemented, measured, and monitored processes through dashboards and analytics. Utilized ITIL, PMP, SDLC & Agile standards to deliver operational excellence improvements, IT services and projects. Created and managed strategic, technology and infrastructure roadmaps. • Directed the solution and implementation of the States first on-line licensing IT cloud solution, resulting in CX improvement, reducing labor requirements by 28% and improving quality by 18% • Utilized statistical analysis and Lean Six Sigma methods to optimize the license issuance from 40+ days to 3 days, reducing deficiencies by 59% and increasing customer satisfaction ratings from 3.2 to 4.8• Improved operational excellence resulting in improving staff efficiency by 20%.• Managed IT vendors and negotiated IT contracts, which saved 12% annually• Successfully led the agency in implementation and migration to cloud solutions (Salesforce, Google Suite, DocuSign, and AWS), which improved the ability to serve the customer and the business continuity process• Led the delivery of IT services including desktop support, server support (on prim & cloud based), applications support and network support services

Peoria, Arizona

Developed a business consulting firm from inception through operations. Delivered client services in project management, strategic planning, business development and operational excellence. Clients included private companies, minority business enterprises, federal, state, and tribal government agencies. • Initiated, built, planned, and delivered projects for organizations developed from strategic plans• Directed operational delivery excellence improvements that increased revenues by $22 million• Collaborated with leaders/stakeholders across multiple organizations to identify, develop and implement service delivery project plans, strategic roadmaps, and context for existing and new business operations• Translated business/organizational goals and objectives into strategic business roadmaps• Analyzed and evaluated the strengths, weaknesses, opportunities, and threats to enterprises – SWOT• Conducted feasibility studies for businesses, budgets, financial projections, and operations plans• Prepared and presented PowerPoint presentations to Tribal councils, State, Federal and city governments

Norfolk, Virginia Area

Mentored and coached an exempt staff of 20 members, consisting of IT project managers, process improvement professionals, IT analysts, and technical engineers. Directed project teams, and business unit partnerships to deliver roadmap projects, division-wide, for CEO’s executive team (Project Management Office). Utilized lean, Six Sigma, PMP and SDLC processes to achieve results.• Improve process excellence division-wide, resulting in $85+ million in annual savings, a 34% improvement in delivery times, and a 38% reduction in deficiencies.• Partnered with multi-departmental leaders and other stakeholders to identify opportunities, establish, and prioritize projects, build budgets, review resource requirements, and monitor progress. Division-wide $360 million annual project budget.• Developed, implemented, and led process improvement department from inception to operations.• Negotiated and managed vendor contracts, resulting in cost savings of over $2 million annually. • Implemented high-impact solutions across multiple departments by evaluating equipment/service options, performing metric analysis, and devising implementation plans.• Prepare and present to executive team members.