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.>.

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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.

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.