Christopher D. Email & Phone Number

Atlanta, Ga, Us

Toronto, On, Ca

Toronto, On, Ca

Gb

𝐌𝐲 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭𝐬 𝐢𝐧𝐜𝐥𝐮𝐝𝐞𝐝:𝐈𝐓𝐀𝐌 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐀𝐬𝐬𝐞𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 – 𝑮𝒍𝒐𝒃𝒂𝒍 𝑩𝒂𝒏𝒌𝒊𝒏𝒈 𝒄𝒍𝒊𝒆𝒏𝒕• Worked on a large Data Quality framework initiative for a large banking/financial institution’s ITAM division. The effort was to ensure Information Security critical attributes met acceptable accuracy thresholds and remediation plans were documented in accordance with regulatory audits.𝐈𝐓𝐒𝐌 𝐀𝐬𝐬𝐞𝐬𝐬𝐦𝐞𝐧𝐭 – 𝑯𝒆𝒂𝒍𝒕𝒉 𝑺𝒆𝒓𝒗𝒊𝒄𝒆𝒔 𝒂𝒏𝒅 𝑰𝒏𝒔𝒖𝒓𝒂𝒏𝒄𝒆 𝒄𝒍𝒊𝒆𝒏𝒕 • Conducted a high-level ITSM Capabilities Assessment of the Service Management organization related to the company’s service resilience and support during major application outages. Focused on Problem, Incident, Change, and Service Desk. • Facilitated 50+ interviews with key client stakeholders and led two ITSM Table-Top exercises around Incident and Problem business processes (i.e. the lifecycle of a ticket)𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐓𝐞𝐬𝐭𝐢𝐧𝐠 – 𝑨𝒊𝒓𝒍𝒊𝒏𝒆𝒔 / 𝑨𝒗𝒊𝒂𝒕𝒊𝒐𝒏 𝒄𝒍𝒊𝒆𝒏𝒕 • Developed a strategy and facilitated the execution of Business Process Testing (BPT) across the organization during the migration of the client’s maintenance, repair, and order (MRO) system.• Coordinated test case development and execution with Department SME’s.• Created a Knowledge Management/BPT feedback loop process to produce Knowledge Articles in ServiceNow related to the new system

Atlanta, Georgia, Us

• Collaborated with business solutions, application development, enterprise architecture, data center, cloud system and other teams to build a comprehensive Service Catalog in ServiceNow for a global NCR organization. • Ensured ITIL best practices were implemented and determined optimized procedures for streamlining catalog and service requests including the use of automated processes, integrations with other systems, and manual input processes as necessary • Built, refined and maintained a business user-friendly Service Catalog solution with accurate Service Descriptions and Service Level Agreements for new and existing Services in the new ServiceNow platform• Developed awareness campaigns to win support for new Request Management procedures and ensured changes are properly approved and communicated to NCR staff before being implemented

Paris, France, Fr

• Created, maintained, and continuously updated over 15 Service Management Office process documents to ensure that consistent, stream-lined ITSM processes are utilized by State of Georgia team members as well as employees on other Capgemini SMO accounts• Fostered a cross-collaborative environment among Capgemini IT Service Management workstreams (i.e. Asset Management, Service Delivery, Security, Service Performance and Reporting, Chargeback, Service Desk, etc.), our client, and the vendors to drive agency projects and service requests to completion • Developed and defined the implementation of a new Service Catalog and Portfolio and the its 70+ catalog items (process flows, approval mapping, service descriptions) by gathering requirements and creating technical design documents• Automated complex agency user on-boarding and off-boarding processes and simplified those requirements in the service catalog tool by reducing the timeframe for ticket resolution by ten plus business days (for over 1200 state agencies)• Pull, create, and report on dashboards for all KPI and SLA metrics in the Service Management space

Paris, France, Fr

• Mentored and led a remote team of ten chargeback and invoice analysts in the ‘transition’ and ‘Go-Live’ phases of the State of Georgia account using ITIL based processes • Practiced effective vendor and client management to ensure the successful delivery of over 1200 accurate invoices to state agencies on a monthly basis

Paris, France, Fr

• Operated the VMware IT Financial Management tool to produce invoices, reconcile the CMDB, analyze trends, and perform budget comparisons for 32 different state agencies• Received and applied approved changes to the IT Chargeback system related to account codes, rate tables, and proration changes for the State of Texas infrastructure account• Investigated and resolved approximately ten to twelve customer invoice disputes a month in a timely and efficient manner, effectively resulting in no breaches of the service level agreement (SLA) related to financial disputes

New York, New York, Us

Toronto, Ontario, Ca

Burbank, California, Us