Chris Shaffer, Csm, Itil Email & Phone Number

• Oversee all aspects of the Continuous Improvement process.• Build, maintain, mature and document the Continuous Improvement process.• Establish and ensure achievement of the Continuous Improvement process goals.• Create Key Performance Indicators (KPI’s) for the Continuous Improvement process. Measure and monitor success against the KPI’s, creating improvement plans as required.• Ensure personnel are properly trained and know their roles within the Continuous Improvement Process.• Support service improvement plans to drive better service operations throughout the organization.• Organize, direct and coordinate cross-functional activities to focus resources on the successful delivery and implementation of Continuous Improvement initiatives.

• Served as the “voice of the customer” by consolidating and managing service requests and guiding the production support and Scrum teams to fulfill those service requests.• Defined the implemented the production support SLAs and KPIs required by the client to maintain operations in support of their business goals.• Collaborated with various client business and Scrum teams to identify, design, test, and deploy new application features and functions, as well as resolve issues related to utilization and performance.• Partnered with Production Support and Scrum teams to successfully troubleshoot, prioritize, escalate, and resolve critical application issues within or ahead of established SLAs.• Worked with Product Owners to prioritize their Product Backlogs within an Agile framework.• Worked with Development Teams to validate stories/use cases/business requirements with the business customer partners.• Coached, consulted and mentored team members and the Client on multi-faceted, highly complex business/systems processes.

For various clients of varying sizes, Fortune 500 to Local Government, across the following industries: Insurance (Life/Property/Casualty/Medical), technology, entertainment, consumer products, industrial products, financial, state and local government• Worked with Business teams to perform Business Impact Analysis’ to identify key business functions and linkages to IT services.• Built Disaster Recovery plans to provide teams with high level recovery path for IT systems.• Built Continuity of Operations Plans to provide business teams with high level path for recovering business operations.• Managed and assessed the IT recovery exercises to ensure effectiveness and continued improvement.• Provided Resiliency Services to mature overall IT Service Management of the IT services utilized to perform business operations.

• Met or exceed client expectations and client satisfaction objectives.• Ensured achievement of business and engagement goals, including deliverable quality, project schedule and financial objectives.• Responsible for overall management of the project, including requirements of SOW, managing workload and schedules, communicating status, and leading client negotiations.• Identified and satisfied resource needs as project requirements dictate.• Met revenue and profit objectives, identify follow on opportunities.

For the methodologies, processes, work products, perform tools, sizing tools and education for the Business Impact Analysis and Business Continuity Planning offerings:- Lead a group of Subject Matter Experts to identify gaps and improvements - Performed updates, maintenance and troubleshooting- Developed and built enhancements- Supported fellow consultants both nationally and globally with usage