Chris Wittner Email & Phone Number

Designed, implemented, executed, and innovated on Service Request processes including workflow, approval automation, communication, and service fulfillment.Designed, implemented, executed, and innovated on Incident Management processes including ownership, escalation, communication, and restoration of service.Lead departmental training for ITSM platform usage and the implementation of service-level agreement (SLA) and service-level objective (SLO) expectations with additional attention to MTTR reduction.Developed and implemented dashboards and automated reporting to provide operational transparency to members of leadership.Established standards and procedures that maximized operation responses to encountered incidents and minimized service availability interruptions.Prepared documentation and reporting for leadership on a weekly, monthly, and quarterly basis using a variety of ITSM reporting platforms such as Power BI, Easy Vista, and ServiceNow.Responsible for defining, documenting, and reporting key performance indicators (KPI), service-level agreements (SLA), and operational-level agreements (OLA) for Service Requests and Incidents.Utilized ITIL best practices to support impacted business units by managing, directing, coordinating, and communicating across technical and non-technical teams such as business units, vendors and partners, application support, and infrastructure support.Prepared accurate, appropriate, and timely incident communication to internal and external stakeholders.Collaborated closely with Problem and Change Management to assist with Root Cause Analysis and incident prevention.

Planned and managed support for Incident and Change Management tools and processes.Coordinated interfaces between Change, Incident and Problem Management and worked to bring maturity to the processes and procedures for all three.Managed, scheduled, planned, and chaired Change Approval Board (CAB) meetings.Managed major incidents while monitoring the effectiveness of the incident management process and made improvements as needed.

Maintained and dispatched hardware for the Clearfield servicing center.Diagnosed and repaired mission-critical software, often reporting to and working with other departments for escalations and incident management.Provided Tier I and II support and triage for both incidents and service requests through phone calls, emails, and tickets.Drafted and implemented policy and procedure for access to the company wireless network.