David Thorman Email & Phone Number

Rockville, Maryland, United States

Responsible for identifying process gaps and crafting solutions that meet the needs of an environment which is reluctant to change.Manages a team which functions to oversee in-house and vendor support of:> ServiceNow Ticketing, Processes and Agile development processes.> IT Service Desk and US Deskside Support teams. Point of escalation and resolution.> Software Asset Management> IT Asset Management> Unified Endpoint Management> All legal review and procurement processed for IT Infrastructure and End User consumption. Develops Training for team members as well as end-users.Introduces new concepts and drives continuous improvement through adopting reporting and metrics which Identify areas which need help.Owner/Developer of Change management, Problem management, Knowledge Management and Major Incident Management PracticesMeet with, coordinate and combine global resources under a forming uniform community.

Northern, Virginia

▪ New User Process Re-engineering: Review existing New User Orientation process, call recordings, and KnowledgeBase articles, reducing time and increasing effectiveness; automated 50% of process; created video training supplement; reduced service desk phone time with new hires by 50%.▪ Data Analysis: Analyzed Protocol Not Found (PNF) process across all Requests and Incidents; increased reporting sample, thereby accurately identifying trends and training opportunities; decreased number of PNF tickets by 20-30% over 6 months in crucial KB Usage and Insufficient Documentation.▪ QA Innovation: As primary point of escalation for all Requests and Incidents, investigated all concerns, identifying automation candidates and process improvements; created, tested, and implemented Enhancement Requests (DMNDs), resulting in 30% time and cost savings on 15+ processes in 6 months.▪ Shift-Left Strategy: Using ServiceNow reporting, identified trends in Requests and Incidents resolvable by Service Desk; communicated shift-left opportunity with owners, converting process, reducing workload for specialized process owners and SMEs.▪ Training and Development Upgrades: Identified trends in individual analysts by developing reports, applying coaching, and improving performance; designed training and coaching strategies in ServiceNow; generated more productivity, decreased processing errors and PNF tickets, and boosted customer satisfaction.

Washington, District Of Columbia

▪ Incident Management: Led all Critical Incidents for the 2020 US Census, bridging communication, ensuring resources availability, and resolving issues; implemented ‘Incident Management’ process; represent first stage of escalation for incidents; achieved 100% government response agreement compliance and 100% satisfaction rating; awarded numerous merits and bonuses during contract.▪ After Action Assessment: Reviewed and edited after action critical incident reports; identified, initiated, scheduled, and conducted incident reviews; resulted in 100% on-time submission rate; immediately addressed questions, uplifting customer satisfaction and increasing bonus awards tied to reporting.▪ Process Improvement: Monitored ServiceNow ticketing system for workflow, process, resources, and SLA and OLA compliance on critical issue responses; identified opportunities for improvement, developed Knowledge Articles, and improved training; increased uptime and fault tolerance.▪ Resource Optimization: Increased productivity and satisfaction by scheduling 24/7 remote support team, considering morale, redundancy, and 100% coverage; verified production in unsupervised environment.▪ Knowledge-based Productivity: Developed and delivered training materials; created metrics, verifying productivity in unsupervised team; increased proficiency with use of Knowledge and Reporting, resulting in more detailed customer presentations.

Reston, Virginia

▪ Talent Acquisition and Development: Sourced, selected, onboarded, and trained multi-disciplined, multi-tiered Global Support Team in numerous locations; scaled team of 6 Support Analysts serving 11 customers into team of 36 Analysts, serving 240+ customers within 14 months and in budget.▪ Scaled Team Growth: Created internal hierarchy, streamlining operations and converting Customer and Application Support (CS) team from part to full time, 24/7/365 coverage on tight deadline; created repeatable, easily consumable training modules; fostered team atmosphere, assimilating new hires; adapted to trends and challenges despite explosive growth.▪ Partnerships: Collaborated with internal teams, determining tasks and processes to offload to CS team; enabled SMEs and Project teams to focus on critical, expert tasks, reducing workload by 35%, saving time and money.▪ Career Path and Succession: Created sourcing engine for team members to engage on clear career paths to other teams based on interest and aptitude.▪ Customer Delivery and Satisfaction: Coordinated and unified global support teams into one operating unit with consistent workflows, training, and KPIs targeting customer requests and needs in contractual agreements.▪ Training and Assessments: Travelled to India for personal training and skill assessments; trained team members on new skills, identifying and maximizing crucial aptitudes.▪ Net Promoter Score: Collaborated with Contracts team, setting realistic customer expectations; challenged support teams to achieve customer satisfaction goals; maintained 8.6 Net Promoter Score (NPS) in technically challenged environment. ▪ Retention: Leveraged periodic one-on-one meetings with all team members, encouraging growth and fostering supportive atmosphere; helped identify and pursue personal growth plan; achieved 96% retention, 20% promoted; contributed honed skills, product knowledge, and customer relationships, reducing training and recruitment costs

Ashburn, Virginia

▪ Customer Liaison: Liaised between Development, Product Management, and Sales, identifying and correcting customer issues.▪ Continuous Process Improvement: Analyzed, troubleshot, and resolved business problems by applying continuous process improvement interventions.▪ Training and Mentorship: Mentored and trained 20+ engineers, resulting in 60% greater productivity than other company teams.▪ Customized Training: Achieved 40% savings by acquiring and customizing training program; used cost-effective solution, reducing dependency on third-party vendors. ▪ Incident Management: Collaborated with DevOps team, ensuring efficiency of incident handling; analyzed workflows, developed and updated dashboards, leading to 100% improvement in response times.

Tampa, Florida

▪ Sales Strategy: Developed new need-based solutions for existing customers by suggesting and preselling alternate equipment, software, and technologies.▪ Hardware/Software: Designed, installed, and troubleshot hardware, software, and interconnectivity issues in small and medium-sized businesses (SMBs).▪ Threat Mediation: Applied onsite end-user maintenance and IT support for threat remediation and troubleshooting.▪ Network Management: Monitored network performance, generating network performance statistical reports for both real-time and historical measurements.