• Acts as the focal point for Service Level Management issues• Provides and communicates process documentation and education.• Provides business analysis and creates requirements for Service Request/Service Catalog offerings prior to submission to developers.• Ensures tools are available and properly maintained.• Provides assistance and guidance to process participants on managing SLM & Incidents.• Identifies the need for major improvement to the SLM Process and defines the process requirements, including automation, and impacts to interrelated processes.• Leads improvement efforts.• Communicates process changes to all process participants.• Assists in audits of SLM & Incident Management Process execution.• Creates and maintains tool user guides and education.• Collects measurements related to the effectiveness of the SLM Process.• Develops and distributes measurement reports regarding the effectiveness of the SLM Process.• Sets targets for continually improving the process• Ensures that information integrity exists throughout the process, including the integrity of measurements at all levels.• Ensures integrity of information shared between the Service Catalog, SLM & Incident Management Process.• Performs data analysis on Service Level Management performance reporting• Creates process roadmaps and institutes continuous improvement programs for service Level and Incident Management processes

Responsible for enterprise support offerings for Information Technology services at CWRU including Service Desk, Deskside Support. Walk In Centers, and the Network Operations center. In addition I am the Change and Problem manager for the division and provide Incident and Outage management reporting on a regular basis. Other duties include customer relationship management. peer group collaboration, and ITIL evangelization.

Service Desk Delivery Manager

I facilitated resolution efforts for critical incidents which had significant impact to our banking customers. I ensured that technology teams worked towards minimizing financial impact as well as impact detrimental to the reputation of the bank. I acted as a liaison between technical teams and the lines of business, providing timely, accurate updates and summaries of outages and significant events. I also worked closely with both our IT Service Desk and Customer Service Call Centers across the country to not only ensure their needs and impacts were documented, but to ensure both areas had timely and meaningful information to provide to their representatives. Each morning, I facilitated a Daily Client Impact Meeting which discussed the previous day's critical incidents in non technical language which allowed our business partners and IT personnel to clearly understand how each incident impacted the organization.

Led a 9 member team of analysts in the support of Nationwide's Specialty Auto Insurance website. This team supported over 9,000 users. Worked closely with several development and support teams including application development, production control, change management, release management, and quality assurance to ensure a quality work experience for our agents. Participated in Change Management meetings as well as critical situation calls during outages. Worked closely with Production Control director to notify the user community of outages and kept our business partners updated on the status of those outages. Maintained schedules and adjusted them based on metrics and business demands. Led several initiatives to improve processes within and outside of the IT Service desk. This included identifying non value added activities and helping other members of the organization find the right place for those activities. Worked closely with business partners as a customer advocate ensuring their needs were always at the forefront of the Service Desk and our partners. Successfully recruited new talent for the Service Desk and worked hard to develop each team member and help them broaden their skills. Approached each day with a focus on our customers and on my team.

Worked as team lead for 12 Help Desk Analysts. My responsibilities included coordinating vacation and sick time usage. I provided escalation guidance as well as technical support to analysts. As liaison between Help Desk and 2nd and 3rd tier support technicians I ensured that the Help Desk had consistent and timely information in order to maintain our 82% resolution rate at first point of contact. I insisted that my team provide a high level of customer service along with technically accurate information. I worked closely with the department manager to recognize trends in both incoming call content as well as Help Desk Analyst workflow. I assisted the department manager in creating work schedules in order to provide 24x7 coverage to a global organization. I participated in interviews of potential analysts and made hiring recommendations. I also participated in yearly performance reviews. In addition to my managerial duties, I also provided phone support alongside my team when extra coverage was needed to keep my skills up to date.

Worked with IT management to create a Help Desk from the ground up. Worked in a group of 3 analysts to support 1000 employees worldwide. Acted as first level support for all IT functions. This included remote connectivity, software and hardware support, as well as training and documentation creation.

Provided both Help Desk and Desktop Support expertise to several large organizations in the Greater Cleveland area in a consulting role. Worked on many large projects as well as provided staff augmentation for day to day operations. Minimum contract length was 6 months. The longest contract lasted 1.5 years. My consulting work included projects with First Energy, NASA, and Progressive Insurance.

Provided both Help Desk and Data Center Operator functions through the Co-operative Education program at Cleveland State University. Functions included loading tapes as requested by mainframe processing, report generation and distribution, and job flow monitoring. Activities also included assessing job abend details and contacting the appropriate support teams when necessary to ensure job schedule completed within Service Level Agreements. These job functions took place on both first shift and second shift.