Dan Muench Email & Phone Number

Cincinnati, Oh, Us

Cincinnati, Oh, Us

As owner of the change management process, I was initially responsible for reviewing and updating the overall change management processes and procedures. In this case, that included doing some hands-on ServiceNow administration and development to get it back in line with out of the box best practices. After refreshing the process, I turned my attention to bringing the rest of IT and the company as a whole into the change program. First, I developed a new ServiceNow standard change workflow to automatically track production deployments coming out of Github. Next I created a new process to track significant changes on technical systems owned by non-IT business units. To tie everything together, I've developed executive level dashboards to enhance enterprise-wide visibility into the technical changes taking place across the organization.

Covington, Kentucky, Us

In my role as Senior Manager of IT Service Management, I was the primary owner of our core ITIL-based processes, including Change Management, Problem Management and Request Management. I served as the change manager and led the semi-weekly Change Advisory Board (CAB) meetings. Additionally, I worked with internal teams to develop formal root cause analysis documentation for delivery to customers. I was a Subject Matter Expert on ServiceNow, working closely with the administrative team and business users to develop new requirements to improve the overall support to our customers. Finally, I used MS SQL Server, Power BI and Excel to develop high level reporting and analysis on service trends.Continuing Education:Using the Scrum Framework - Pluralsight

Covington, Kentucky, Us

My time as Director of Global Operations was mostly an extension of my role as Manager, Global Operations. Our global operations team grew as a result of multiple acquisitions and team integrations; therefore we implemented additional management levels within the team. Additionally, during this time I updated our major incident management processes and worked to create new daily, weekly, monthly and quarterly reporting for the business.

Covington, Kentucky, Us

As manager of the Data Intensity Global Operation Center, I led an international group of DBAs and Operators providing 24/7 SQL Server and Oracle support. In addition to DBA tasks, this team oversaw all operational tasks to ensure work wass being performed to meet and exceed SLAs and expectations. Other previous responsibilities in this role included managing Client Services and acting as the Alliance Lead in the partnership with Amazon Web Services (AWS).Managing such a large 24/7 team was both challenging and rewarding. I worked hard to improve our processes in order to perform quality work for our customers. I continuously created and revised metrics for measuring the work that my teams are doing. I also focused a great amount of time on reducing the number of unnecessary tickets my team worked, ensuring that they could spend the majority of their time focusing on real problems or requests.Continuing Education:• Course for Senior Executives - Aileron (http://www.aileron.com/)• Project Management Professional Certification Preparation - Gateway• The Supervisor’s Role as Trainer & Coach – National Seminars• How to Handle Conflict and Confrontation – National Seminars• Building a Positive, Motivated, and Cooperative Team –National Seminars• Management Skills for First-Time Supervisors – National SeminarsNote: Data Intensity acquired Clear Measures in September, 2014.

As a project manager at dbaDIRECT, a large majority of my projects focused on implementation of services with our customers. I was the initial delivery contact to our customers and was responsible for making a great first impression. Being the first contact also meant I typically maintained relationships with the customers throughout the lifespan of our contractual obligations. While many of these projects were similar in nature, each contract carried different requirements and expectations, making each a new challenge. While working through these projects, I was exposed to many IT subjects such as: networking and infrastructure management, system administration, account management, and software deployment.In addition to managing implementation projects, I managed several infrastructure related projects for our customers. Project teams would be comprised of both internal and external resources. My responsibilities included documenting and communicating project requirements, scope, and schedules and organizing all necessary meetings.Continuing Education:• How to Manage Emotions & Excel Under Pressure – National Seminars

As project coordinator, I was responsible for coordinating internal projects, acting as project manager, business analyst, quality assurance, documentation writer, and trainer all at the same time! Some projects included:• New development for our proprietary ticketing and workflow management system• Acquiring software and implementing an ITIL based change management system• Testing, documenting, and implementing a new monitoring solution we acquired from a partnerContinuing Education• Project Management for IT Professionals – CompuMaster

A majority of my time at Lucrum was spent on a large project to replace a customer’s ticket and workflow management system. This project gave me invaluable experience in the highs and lows that every large project carries with it. I had the opportunity to get involved in so many aspects of the development process, including:• Gathering and documenting user requirements• Communicating and coordinating tasks with the development teams onshore and offshore• Creating test cases and performing UAT testing with the user community• Troubleshooting SQL and Java code• Writing user documentation and training end usersContinuing Education• Essential Skills for the Business Analyst – B2T Training

Boston, Ma, Us

Spending two years as a co-op at GE Aviation was such a great opportunity while I was in school! The exposure of being part of such a large organization was invaluable. Also, being in the data quality department gave me my first exposure to the database world. Some tasks included: • Documented and tested two major process improvement initiatives• Team lead for a data quality scorecared review team• Maintained the Cancer Free Kids website as a philanthropic project

High School Diploma

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