Chad Coolidge Email & Phone Number

Wellesley Hills, Massachusetts, Us

Lowell, Ma, Us

Lowell, Ma, Us

Incident and Problem Manager for Kronos Cloud products. Managed incident lifecycle from incident detection through service restoration. Identified and managed post-incident activities to identify and eliminate root cause.

Lowell, Ma, Us

Day to day operation and continuous service improvement for Kronos Cloud Change Management process. Set change management requirements for all Kronos Cloud product offerings. Reviewed and approved changes for Kronos production application and infrastructure. Chair of Cloud Change Management Advisory Board (CAB).

New York, Ny, Us

Bedford, Nh, Us

Architect and leader of Health Dialog’s IT Service Management program, including Change Management, Incident/Service Desk, Problem/Root cause elimination, Service Level Management, and Continuous Service Improvement. Manager of a team of application support analysts for Health Dialog’s business supporting applications.Relevant Accomplishments include:• Designed, implemented and managed successful standard operating procedures for Incident, Change, Service Level, and Problem Management. Gained cross-functional support from Health Dialog’s IT and Business teams.• Drove a 45% year over year reduction in the number of Priority incidents • Reduced the number of changes causing Priority Incidents to less than 2% of total changes implemented.• Negotiated and implemented SLAs for service request and incident resolution.• Drove a 25% reduction in Service Requests SLA breaches.• Negotiated Service Level Agreements and business critical service availability targets between IT and Health Dialog’s business units.• Reduced cost of IT Service Desk Services by 35%.• Developed a suite of metrics and reporting for IT and business leaders including input into reporting to Health Dialog’s Executive Operating Committee.• Managed a major upgrade of our Enterprise Service Management Application on time and under budget.

Bedford, Nh, Us

Designed, managed, and continuously improved the Change Management process for the IT organization. Automated change request, review, and approval by implementing an Enterprise Service Management application. Drove increase in volume of changes under management by over 300%. Reduced number of changes causing Priority production incidents to less than 2% of total changes.

Boston, Ma, Us

Provided data analysis, metrics, and reporting of Fidelity internal human resources data for use by senior executives for information based decision making.

Framingham, Ma, Us

Lead Technical Analyst for IT Service Level Management.Developed and delivered monthly SLA metrics and reporting for IT and Business leaders to include SLA performance of key business systems.Facilitated cross-functional Service Improvement initiatives and delivered demonstrated results to the business.Worked closely with IT Incident, Problem, and Change Management teams to ensure the business impact of IT incidents and changes was considered throughout our Service Management processes.Assisted the Service Level Manager in new SLA development with Staples Global business units.

Us

Primary Data Analyst responsible for designing and delivering database and data management deliverables to large scale retail and financial services customers. Provided technical direction and recommended process improvements to meet business needs.

Mscis, Computer Information Systems

Ba, Economics