Casey Charland Email & Phone Number

Minnesota, United States

•Develop, maintain and produce operational and strategic reports and dashboards•Monitor, analyze and report on vendor and internal teams' performance and SLA compliance•Routinely validate the accuracy of IT metrics and reporting•Utilize Performance Analytics to conduct trend analysis and analyze IT performance•Develop, prioritize and execute a roadmap for ServiceNow Reporting and Analytics•Partner with IT stakeholders to develop remediation plans to comply with audit findings, and drive issues and risks to closure•Work closely with process owners and delivery teams to support continuous improvement through data driven analysis•Lead ideation and requirement specification of reporting and other ITSM capabilities•Align closely with the global reporting team to ensure global reporting standards are understood and adhered to•Track and analyze performance, process adherence and compliance against operating targets•Develop and run periodic and ad-hoc reports in support of IT Operations and core service delivery functions•Support the design, testing and implementation of ServiceNow projects and enhancements

•Implement data automation strategies to streamline service delivery processes and improve efficiency•Led a team of reporting analysts to provide monthly operations reports, key performance indicators (KPIs) and materials for senior leadership and stakeholders•Utilized ServiceNow Performance Analytics to analyze request fulfillment data and generate actionable insights for stakeholders•Develop, customized, and maintained dashboards and metrics within the ServiceNow platform to enhance visibility and reporting capabilities •Created standard operating procedures (SOP) for reporting, ensuring consistency and accuracy in data origination and reporting practices•Conducted root cause analysis and deep dive analytics to identify trends, leading indicators, and areas for process improvement

•Managed and achieved high-level awards for leading the Cyber Defense Operations Center by overseeing security initiatives and ensuring the protection of manufacturing operations through successful deployment of Secure the Fabs Program (project management)•Received high-level spotlight award in 2021 for significantly improving the organizations public security scorecard profile through dedicated efforts and strategic initiatives•Received CEO Awards for securing over 18,000 assets globally by leading information security projects and coordinate with internal teams and vendors to deploy and implement artificial intelligence and managed security services systems for continuous security monitoring•Leveraged ServiceNow's reporting and analytics capabilities to generate comprehensive response metrics reports, providing insights into incident trends, response times, and resolution rates, facilitating data-driven decision-making and continuous improvement efforts•Implement security measures to resolve vulnerabilities, mitigate risks and recommend security changes to system or system components as needed•Acted as Cyber SME in collaboration with IT Compliance to track and manage audit findings, exceptions, and remediation efforts within the ServiceNow GRC platform to ensure compliance with regulatory requirements•Maintain knowledge of applicable cyber defense policies, regulations and compliance documents specifically related to cyber defense auditing.Provide daily summary reports of network events and activity relevant to cyber defense practice

Malta

•Managed daily operations for the IT Service Operations Center, overseeing a team of 12 responsible for providing 24x7 level 1 and level 2 end-user support for over 18K employees globally•Achieved high-level spotlight award in 2017 for driving core values and behaviors by leading the successful Follow the Sun project, resulting in cost savings of $450K•Implemented ITIL Incident and Problem management practices, ensuring efficient and effective resolution of incidents and problems within established SLAs•Led the documentation and coordination of high severity incidents, following ITIL processes and conducting thorough root cause analysis to identify underlying issues and implement preventive measures

Malta

Contractor at GLOBALFOUNDRIES FAB8 Malta Site•Staging of laptops for new hires including system setup, software installs and user profile configuration.•Reimaged/re-purposed laptops for employees using Ghost32 and SCCM software•Printer maintenance and troubleshooting for GLOBALFOUNDRIES Malta site.•Created standard and elevated Windows NT accounts for users through IDMS.•Updated and populated distribution lists using IDMS and SharePoint.•Email and Enterprise Vault maintenance through Vault/Exchange Management Console.•Performed cubical setups for new hires with standard equipment.

Latham, Ny

•Maintained inventory for accuracy using Gexpro’s electronic SPD2 inventory system and streamline warehouse operations•Ensured compliance with quality standards, including ISO 9001, through regular audits and inspections•Executed shipping and receiving operations for electrical equipment and timely fulfillment of orders for GE wind tower fabrication

Phoenix, Arizona Area

•Installed, maintained, and repaired high end networking and power equipment for AT&T, including Cat-5 and Cat-6, Fiber, Coax•Responsible for installing battery backup power plants for AT&T telecommunication circuits and high-end network devices•Overlook teams to ensure job tasks and deadlines were being handled correctly and within expected timeline

Associate'S Degree, Computer And Information Sciences And Support Services

Courses focused on Operating Systems and Networking including: Programming and Logic 1&2 C, C+ and Unix programming languages CCNA based.

Hs Diploma