Christopher Yen Email & Phone Number

Glendale, Ca, Us

• Champion ITSM / ITIL adoption at ServiceTitan • Change manager, host of bi-weekly CAB meetings, and owner of the change enablement process• Incident & Problem manager - Making sure fires are put out and eliminate the root causes of incidents to prevent recurrence or future occurrences. • Established and track SLAs & KPIs to provide actionable data for ITSM processes• Design and maintain policies & procedures for Incidents, Requests, Change, Problem, CMDB • ITSM / ITIL v4 subject matter expert for Jira Service Management architecture & metrics• Atlassian Community Leader - Jira Service Management Online Community• Jira administration, helping users with automations, screens, field configurations, creating projects• Jira Service Management Service Desk architecture and development• Configuration Management Database (CMDB) using Jira Assets

Los Angeles, California, Us

• ITSM solutions architect and consultant for the Cherwell Service Management platform• Advised on best practices and tailored strategies for ITSM implementation and maturity• Cherwell Service Management developer (Customer portal & workflow design, integrations, automations)

Carmel, In, Us

• Change Manager, responsible for ensuring change initiatives comply with the necessary requirements and approvals to minimize the risk of disruption to production services.• Major incident response developer for ITSM platform• Participate in continual service improvement activities for ITSM and ITIL Change Management• Document processes, including improvements to existing processes.• Configuration Management Database (CMDB) maintenance, development, and auditing (HITRUST)• ITSM platform administrator and developer (Cherwell then ServiceNow)• Partner with audit teams for HITRUST audits and HIPAA compliance in ITSM platform and CMDB• Trend and data analysis on incident, problem, and change KPIs and CSFs• Legacy Intranet migration to SharePoint Online• Cherwell Service Management 2020 Clear Conference Automation Workshop Presenter

Los Angeles, Ca, Us

• Front-end web developer, UI/UX design, web accessibility, on LAMP & WAMP environments• ITSM platform developer and administrator (Cherwell Service & Asset Management)• Major incident management and platform developer• GIS data reports (ArcGIS, SQL, COBOL)• LA County Assessor public website maintenance and updates (https://assessor.lacounty.gov/)

Los Angeles, Ca, Us

• ITSM platform developer and administrator (Cherwell)• Major incident response - Developed major incident response process and identified MI's for Service Desk• Change management• Align the service desk processes with the needs of the business and customers as well as ITILv3 best practices• Communicate with public and customers regarding service delivery/outages on behalf of the service desk

Riverside, Ca, Us

• Front-end development (HTML5, CSS3, javaScript)• Graphic design (Photoshop/Illustrator) for web and print• Built department websites on OUCampus and WordPress platforms

Ms, Information Technology Management

Ba, Political Science & Business Administration