Christopher Burnette Email & Phone Number

Dallas-Fort Worth Metroplex

Business Development and Corporate Transformation

Dallas-Fort Worth Metroplex

Dallas-Fort Worth Metroplex

Dallas, Texas, United States

• Collaborate with C-level executives to develop a strategic pathway to mature Business Operations and Information Technology best practices.• Executed on agreed to strategy to transform operational policies and procedures • Facilitated training and adoption with the leadership team and associates • Developed performance metrics to solidify and demonstrate value proposition • Established continual service improvement (CSI) initiatives

Dallas/Fort Worth Area

• Identified and drove enterprise level initiatives within IT Service Management to improve overall IT operations• Oversee ITSM governance to maintain service delivery excellence• Initiated and conducted root cause analysis for technology major incidents with assigned technical teams utilizing 5 why method• Lead Continual Service Improvement (CSI) efforts to uncover opportunities for Problem & Incident process improvements • Led technical bridge calls, crafted communications, and document major incidents from triage to recovery• Identified gaps and improvements for monitoring tools • Collaborated with critical stakeholders to ensure proper alignment of ITSM processes and business objectives.• Developed and executed on Hyper Care plan for post go-live cloud migration support• Owned and facilitated execution of Change Management policies and procedures • Executed, owned, and developed Problem Management process• Chaired Start of Day Operational Readiness meeting to review environmental health• Utilized ServiceNow, Remedy, and HP Service Management ITIL tools • Participated in Change Advisory Board meetings to review and approve\reject requests for change• Worked with technology teams to perform IT infrastructure audits for ongoing updates to the Configuration Management Database (CMDB)• Utilized ITSM tool data for executive level KPI reporting • Participated in process development for ServiceNow knowledge article creation• Trained and mentored onshore\​offshore personnel to perform, improve, and monitor established best practices• Collaborated with internal stakeholders and customer to ensure proper ITSM alignment to business objectives.

Dallas/Fort Worth Area

• Triage, Analyze, drive, escalate, communicate, and mitigate high severity incidents impacting infrastructure, applications, personnel, or facilities. Utilized Service Manager application for incident assignment & documentation. Exhibit expert knowledge of CIB Command Center incident management processes & policies. Sustain a working relationship with Business Operations, Business Resiliency, Risk Management, & Technology Support teams to form a network of valuable resources and improve organizational continuity. Maintain knowledge of infrastructure, monitoring methodologies, and critical applications.• Ability to quickly triage, correlate, and disseminate information to make appropriate decisions based on details provided. Engage in long term risk assessment discussions via the root cause analysis process. Be able to work independently and be self-motivated with strong personal initiative and project management skills.• Work closely with Business Resiliency and Risk Management teams as necessary during Priority 1 incidents to quickly assess site, personnel, application, and infrastructure disaster recovery options where applicable. Enforced ITIL based policies and procedures. Display advanced understanding of Change Management and Problem Management processes.• Obtain and exhibit expert knowledge maintaining Priority 1 incidents and accurately document incident details for immediate and long term assessment. • Accountable for meeting internal and external SLAs, with an eye towards reducing time to repair on major outages. Provided additional team coverage as needed to meet the demands of the business.• Experienced in coordinating large groups of resources in a fast paced, dynamic environment with an ability to handle multiple tasks simultaneously. Provided review and governance on emergency changes. Demonstrate strong verbal and written communication skills, and the ability to maintain a professional disciplined behavior during a crisis.

Dallas/Fort Worth Area

• Primary Support Services liaison responsible for the communication, and process relationships between internal technology & Operations teams for activities related to the support of IT service changes, as well as faults in the IT infrastructure discovered through review and analysis of Incident, Problem, and Change management events.• Teamed with Business Resiliency teams to determine possible exposures resulting from high severity incidents. Performed prompt analysis of impacts to mission critical operations to ensure disaster recovery plans are expedited as necessary. • Planned, scheduled, and facilitated problem management reviews. Reported results to executive management and stake holders. Work with development, production support, and infrastructure teams to determine effective long term remediation actions.• Managed high severity incidents impacting Treasury Services & Securities LOB with emphasis on business continuity & client impacts. Ensured necessary resources were engaged and informed to accommodate prompt resolution of business impacting incidents.• Team representative for quarterly enterprise releases and MEPC events for Treasury Services..• Initiated critical event management procedures as necessary.

Dallas/Fort Worth Area

• Managed small to large scale data center implementation projects for client Bank of America. Included, but not limited to ongoing risk assessment, continual cost analysis, driving stake holders to meet timeline commitments, vendor management, engineering reviews, facilitating project meetings, properly documenting phase and project closure. • Demonstrated expert knowledge of IT and telecom infrastructure including servers, switches, routers, transport, cabling, rack space, etc.• Represented the Projects team during scheduled Change Advisory Board (CAB) meetings. Presented justification for standard and expedited change requests.

Dallas/Fort Worth Area

• Business development & strategic growth of assigned global System Integrator (SI) accounts.• Proposed, sold, and implemented managed network solutions for multi-national global clients.• Developed cross functional service delivery process (included Sales, engineering, order entry, provisioning, PMO) for post sale activities.• Conducted product presentations and training sessions for account managers and assigned clients.

Dallas/Fort Worth Area

• Developed and launched an automated client level service reporting tool.• Responsible for pre-sale & post-sale engineering for large System Integrator client portfolio.• Technical point of contact for account managers and clients.• Facilitated service reviews for assigned clients.• Performed client site audits to ensure compliance with MCI WorldCom standards.

Itil V3 Foundation Certification In It Service Management, Information Technology, A

Activities and Societies: BCS Chartered Institute for IT

Telecommunications Systems Control Certification, Telecomunications Systems Control & Electronic Theory

Activities and Societies: Leadership CounselingTelecom Systems Management