Dale Miller, M.Sc., Pmp (Retired) Email & Phone Number

Columbus, Ohio Area

Current Assignment - Ohio Department of Public Safety (ODPS)Responsible for assessing current IT service delivery performance and working with IT and business lines to define new capabilities that are focused on end-to-end IT business service improvement. My team overseas agency level improvements to ServiceNow.Responsibilities Include:Expanding agency use of ServiceNow through developing requirements, designing solutions, and delivering IT and agency staff training.Promoting metric based continuous service improvements with outsourced service desk. Continuous improvement and maintenance of the ODPS service catalog.Advance the ITIL service framework by delivering pre-foundation ITIL training to the IT staff.Providing ServiceNow operational training to IT and end user staff.Improve IT responsiveness through designing ServiceNow dashboard monitoring and reporting. Manage and mentor agency ServiceNow administrators.Support Ohio IT technical teams during ServiceNow instance upgrades.Documenting and overseeing critical processes such as major incident process.Agencies supported include: Highway Patrol, Emergency Management Agency, Emergency Medical Services, Bureau of Motor Vehicles, Office of Criminal Justice Services and Homeland Security.

Dublin, Oh

Managed the delivery of ServiceNow automation and process improvement across the organization. Coordinated Omnicare team tasks related to outsourcing IT and technology transfer to acquiring company, CVS Health Corp.Responsibilities included:Providing guidance for the administration of two production ServiceNow instances including managing system configurations, service catalog, designing custom business solutions, workflows, CMDB, upgrade testing quality assurance, and user training. Managed the design, development, testing and implementation of a ServiceNow/Pharmacy billing system interface which improved patient billing case management and staff productivity by 70%.Assisted with developing a 3-year IT roadmap.Met a stringent 4-month contract deadline to transfer operational knowledge to outsource company. Collaborated with CVS IT team on ServiceNow system transition and HP Service Manager integration.Managed ServiceNow Eureka upgrade for Omnicare and Geneva upgrade QA plan for CVS. Preparing written requests for SOW and managing contracted resources to ensure that project scope and objectives are accomplished within the agreed time frame and funding parameters.

Columbus, Ohio Area

Work with clients to define project requirements, define scope, develop detailed plans and then manage projects within a quadruple constraint of schedule, scope, cost and quality. Columbus Regional Airport Authority (CRAA) Managed the implementation of The Asset Guardian, a Microsoft Dynamics NAV asset management system used to manage nearly $1 billion in assets for 3 airports.Coordinated the implementation of In-Time police and public safety staff scheduling system.Led a public safety project to install a fiber backbone network in airport parking lots. Developed requirements for a new geographical information system (GIS). Managed the project through acceptance testing.Omnicare, IncImproved customer IT service experience by implementing ServiceNow’s service catalog. Project virtually eliminated time consuming manual approval paperwork.

Columbus, Ohio Area

Sr. Manager with project, process and operations responsibilities. Supported technology infrastructure for 4 hospitals and 35 neighborhood care sites.Developed relationships with stakeholders to elicit service and technical infrastructure requirements. Responsible for detailed planning, design, development, testing, training and release of project related systems and services. Negotiated executive sponsor approval of scope, schedule and budget. Managed project plan execution, budgets, meetings and status reporting. Managed implementation of ServiceNow. Developed the company’s first IT service catalog.Improved nursing staff satisfaction by re-designing wireless workstation support model. Project resulted in mean time to repair from 8 days to 2 hours.Collaborated with IT executives to launch the ITIL service management framework.Developed the business case and managed the project to consolidate multi-hospital PBX operator centers into one. The Project reduced costs by 5 FTEs and standardized hospital call management.Led the return of an outsourced help desk including staffing, facility construction, and ITSM system installation. Project enabled OhioHealth to avoid a $1 million vendor cost increase.Coordinated disaster recovery planning, business impact and risk assessment with SunGard Recovery Services. Managed the company’s earliest hot-site recovery tests. Managed the conversion of the hospital’s patient accounting system from remote to inhouse operations. Project reduced operating cost by $1.5 million over 3 years.Implemented a document management system for the corporate Office of General Counsel.Managed the infrastructure installation for a patient scheduling and emergency room systems.

Master Of Science (M.Sc.), Project Management

Bachelor Of Science (B.Sc.), Information Systems

Bachelor Of Science (B.Sc.), Business Management