Darryl Coleman Email and Phone Number

Responsible for team of 25 global resources that support full lifecycle management of over 15k servers across the organization’s internal, R&D, and Hosting divisions • Leverage ServiceNow & JIRA tools to manage 2000+ monthly operational task including automation, project tracking & ITSM standards • Established a catalog with granular offerings & REST integrations of the support team, to automate ~35% of requests and increase customer satisfaction • Develop & maintain ServiceNow catalog for hosting business, with 35% of standard request automated by using REST integrations • Automated change management, request fulfillment and incident resolution to increase operation efficiencies • Manage multiple compliant hosting environments including 5 data centers, Azure, and 8 AWS hosting locations with various controls for ISO 27001, NIST & FedRamp • Analyzed data & metrics to identify areas of opportunity to improve operational efficiencies and improve customer experience by reducing average completion time of <3 days • Led full design process and implementation of an automated system for server lifecycle management with ServiceNow and automation • Reduced staffing cost and increased efficiency of operational team by automating processes through various IT Service Management tools • Established consistent communication practices with internal customers and stakeholders across organization to resolve business problems • Involved in the sales process to capture business requirements, scope solution, and plan capacity/resources • Reduced implementation time of standard offerings from 3 weeks to 3 days to improve customer experience

Led ITSM focused team with emphasis on continuous improvement and automation of services through ServiceNow • Acted as Major Incident Manager for IT hosting services • Developed a follow the sun model support to provide quality customer service & maintain satisfied customer base • Identified areas of improvement for process optimization to create standardized processes • Drove problem management focus as a part of the continuous service model • Hosted customer facing events including office hours, in-person service support and on the spot issue resolutions

Developed and maintained IT service catalog and support model for SSOIT group. • Provided standard OLAs per catalog item and minimized time of completion for common requests • Actively led training sessions with Service Desk to expand their technical capabilities • Actively engage with teams within SSO to improve processes and streamline workflows, including regular office hours • Perform ServiceNow developer tasks and workflow improvements in the areas of Change, Request, and Incident Management • Manage on-call responsibilities when handling Jira blockers and SEV 0/1 incidents in ServiceNow/MIDAS • Fulfill IT requests from customers and SAS users within Unix, Windows, and SAS environments

◦ Supported 6 applications which provide SAS solutions to over 400,000 end users. ◦ Provide daily technical support to customer and SAS users via ticketing systems (Jira, ServiceNow, MIDAS) and WebEx meetings for requests, incidents, and problems. Provide support to 800+ customers per month.◦ Develop reports, manage configuration items, and manage Business Service information for the implementation of ServiceNow software. Reports are used to determine what areas team is most effective in, and used to improve the areas where efficiency can be improved.◦ Support Major Incident Management Process to resolve incidents which have the greatest impact on clients ◦ Fulfill access requests from customers and SAS users for access to hosted applications and systems in UNIX, Windows, SAS, and web based applications.◦ Document team procedures to facilitate onboarding of new staff. ◦ Recipient of the HDI Support Center Analyst professional certification.

◦ Familiarity with the installation of SAS software and solutions in a hosted environment◦ Anonymized and generated usable mock data for SAS testing◦ Supported a multitude of SAS customer installations with varying security requirements including validated systems for Pharmaceutical customers◦ Fulfilled access requests to SAS applications on behalf of internal and external customers across hundreds of environments