Bryan Ripley Email & Phone Number

Fort Worth, Tx, Us

Plano, Texas, United States

Managed work efforts of IT Service Delivery team to build strong strategic relationships with other Technology and Business groups. Collaborate with Product and Application Owners as well as Implementation partners to identify and address the business needs to refine and improve the existing Service Portfolio. Additional IT Service Management responsibilities:- Led the overall Service Delivery Practice, using ServiceNow as the delivery platform- Defined and established service goals, expected outcomes, and measurable results- Created user stories and participated in requirements gathering- Facilitated backlog refinement and sprint planning- Collaborated with various groups to define the service portfolio roadmap

Southlake, Tx

Successfully implemented ServiceNow Catalog module to effectively streamline and manage day-to-day operations across various ServiceNow modules. Led and actively engaged in daily Agile/Scrum meetings to oversee evaluation of internal requests for new catalog items and enhancements in change, incident, and problem management. Documented comprehensive business process workflows and requirements expertly, fostering seamless collaboration between requestors, supply chain, and delivery teams. Defined and meticulously monitored key performance indicators (KPIs) to consistently uphold top-notch service quality standards. Secured role of escalation point for end user concerns, resolving issues in prompt and efficient manner.- Gathered and verified project information skillfully from service owners, information providers, and delivery teams, ensuring thorough understanding of business drivers behind each project and service request.- Developed and executed highly effective communication plan to promote adherence to Service Request Management process by end users and delivery teams alike.- Ensured fulfillment of service requests and assigned tasks by both internal and third-party delivery teams, while holding accountable for meeting respective obligations.

Southlake, Tx

Oversaw Enterprise Problem Management processes, catering to Sabre's global clientele and ensuring efficient resolutions worldwide. Collaborated with engineering and development teams to leverage expertise and provide second and third level system and application support. Produced comprehensive executive and IT Operations reports, effectively presenting essential insights to senior executive leadership.- Delivered unwavering support to diverse business units by spearheading and maintaining seamless day-to-day operations of Enterprise IT in dynamic 24/7 environment.- Administered responsibility of crucial metrics, KPIs, and reporting, diligently upholding compliance with Service Level Agreements (SLAs).- Participated in Incident Management on call rotation providing 24/7 support. -As an incident manager would respond promptly to incidents according to established protocols and procedures.

Plano, Tx

Fostered strong working relationships with key stakeholders throughout organization while driving development of Service Management practices. Produced comprehensive training documentation for Problem Management process, ensuring efficient knowledge dissemination across organization. - Played vital role in providing primary support for root cause analysis and delivering permanent solutions post-Incident resolution.- Directed incident trending and monitoring, serving as key leader in evaluating high-impact incidents based on business implications.

Plano, Tx

- Provided desk-side or phone support for software and hardware issues for Frito-Lay's headquarters and field associates.- Delivered comprehensive support to 300+ business applications, encompassing pipeline applications, web-based systems, SQL queries, printer setups, and infrastructure matters.- Engaged productively in crucial meetings, providing insights and input on implementation of innovative procedures and cutting-edge software/hardware solutions.

Fort Worth, Tx

- Streamlined user management processes by efficiently creating and modifying logon IDs and accounts across diverse platforms, including NT workstations, Dummy terminals, Lotus Notes, Mainframe, and AIX.- Spearheaded setup and maintenance of personal and group mailboxes as Exchange Administrator while managing EMC2(TAO) mainframe mail accounts with precision.

Plano, Tx

- Monitored and recovered critical data transfer applications, validating seamless communication for software updates, orders, inventory information, and headquarters communication at Frito-Lay.- Resolved alerts generated by various systems, while monitoring applications dedicated to transferring essential data such as software updates, orders, and inventory information.