David M. Morrison

David M. Morrison Email and Phone Number

Senior Leader | IT Manager | Global System Integrator | ITSM | SIAM | Cloud | DevOps | Agile | Service Delivery | Big Data | Six Sigma | ITILv3 | Outsourcing | Offshore Resources | Cross-Cultural | International Business @ Persistent Systems
David M. Morrison's Location
Elk Grove, California, United States, United States
David M. Morrison's Contact Details

David M. Morrison work email

David M. Morrison personal email

n/a
About David M. Morrison

Solid senior expertise in managing international teams of highly skilled top performers and meetin competitive business needs.Hands-on talents in boosting business with ITSM/SIAM, service delivery, large-scale IT operations, multi-project management, governance and compliance. Career experience with AT&T, Monsanto, Southwest Air, Exelon, CNA Insurance, Walgreens, government entities and other market leaders. Confident oversight of service desk functions and client relationships, while assisting in new customers acquisitions with unique technology offerings.Self-motivated to achieve maximum system performance, improve operating processes, ensure world-class customer experience, streamline complex operations and meet aggressive growth objectives.Extensive exposure to cross-cultural practices and international business dynamics in Europe, India and North America through long-term residency and frequent travel; familiar with Spanish and German.* Held different IT positions with various market leaders, such as Sidley & Austin and Halliburton, handling wide range of duties involving all aspects of improving customer satisfaction levels. * Key role in tracking and improving customer satisfaction levels with new surveys and follow-up. * Currently studying for ITIL v4; Certified ITIL v3 Service Management; Certified ITIL v2 Practitioner Service Management; IBM Certified in Lean, ITUP and Foundation in Six Sigma.* Member, Black Data Processing Associates (BDPA).Technology Background -SolarWinds ● JAMS ● Insight Big Data Analysis ● Remedy ● Salesforce ● ServiceNow ● Cherwell ● Maximo ● Peregrine ● SharePoint ● MS Office 365 ● MS Teams ● Visio ● Logic Monitor ● Dynatrace ● Grafana ● Recovery Planner ● Confluence ● JIRA ● AWS ● SQL ● DB2 ● Terradata ● Oracle ● Linux ● Windows ServerCore Competencies: Process Architect ● Outsourcing ● Big Data ● Solution Innovation ● Service Delivery ● System Integration ● Platform Transition ● Offshore Resources ● Multisite Operations ● Best Practices ● Network Troubleshooting ● System Consolidation ● Talent Recruiting ● Vendor Relations ● Project Expediting ● Requirements Gathering ● Project Scheduling ● Benchmarking ● Product Portfolios ● Operational Streamlining ● C-Suite Presentations ● Governance ● Multi-Channel Development ● Fiscal Controls ● Cross-Discipline Teams ● On-Prem ● SIAM ● ITSM ● DevOps ● Agile Methodologies ● Six Sigma Principles ● ITIL v3 ● Cloud ● International Business

David M. Morrison's Current Company Details
Persistent Systems

Persistent Systems

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Senior Leader | IT Manager | Global System Integrator | ITSM | SIAM | Cloud | DevOps | Agile | Service Delivery | Big Data | Six Sigma | ITILv3 | Outsourcing | Offshore Resources | Cross-Cultural | International Business
David M. Morrison Work Experience Details
  • Persistent Systems
    Itil Service Delivery Manager - Inland Empire Health
    Persistent Systems 2023 - Present
    Pune, Maharashtra, In
    Currently leveraging deep expertise in ITIL, Agile and DevOps methodologies to deliver, standardize, integrate and support ITSM incident, change, release and knowledge management service offerings within the client’s distributed environments.* Formalized Corrective and Preventative Actions (CAPA) that reduced meantime solutioning of major incidents by 75%.
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  • Teksystems
    Itil Service Delivery Manager - Pentagon Federal Credit Union (Penfed)
    Teksystems 2022 - 2023
    Hanover, Md, Us
    Oversaw the design and implementation of key ITSM service offerings across the Pentagon Federal Credit Union (PenFed) entity. Evaluated and optimized the unique organizational infrastructure and customer experience to provide customized solutions that meet the needs of all members and customers.* Promoted better ITSM ITIL processes on Salesforce ITSM platform by enhancing release, capacity, knowledge, change, CMDB and problem resolution across PenFed LT distributed, CICS/MVS and AWS environments.* Increased workflow efficiencies between Dynatrace, Logic Monitor, Salesforce, JIRA, SharePoint, Confluence and Recovery Planner.
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  • California Iso
    Itil Service Delivery Manager - California Independent System Operator (Caiso)
    California Iso 2020 - 2022
    Folsom, Ca, Us
    Deployed deep knowledge of ITIL, Agile, DevOps and COBIT principles, based on Remedy ITSM platform, to standardize, integrate and enhance change/release management, major incident resolution, configuration and knowledge processes. Created and delivered comprehensive ITSM service offering for CAISO distributed, CICS/MVS and AWS environments.* Championed better ITIL processes with focus on change and release management across CAISO IT environment, including linkage between major incident, configuration (CMDB) and related functions.* Continued to cultivate reputation as Creative Thinker, Team Leader and Customer Advocate through regular strategic, tactical and operational meetings.
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  • Apple
    Strategic Data Solutions (Sds) Itil / Agile Process Management
    Apple 2018 - 2020
    Cupertino, California, Us
    Key member of the “Customer Experience” team that rolled out “Insight” platform, utilizing ITIL and Agile methodologies to direct full array of functions. Ensured positive alignment with Apple’s Strategic Data Solutions (SDS), based on unique corporate culture and supply chain. Met specific needs of data scientists, engineers and manufacturers around the globe.ITIL and Agile processes.* Streamlined workflow and consolidated various tools in both cloud and on-prem setting into single platform, “Insight.”* Continually enhanced working relationships between DevOps, network, engineering and process teams to achieve optimal productivity and availability.
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  • Randstad Technologies
    Itil Service Delivery Manager / Process Owner - At&T
    Randstad Technologies 2017 - 2018
    Quickly leveraged knowledge of ITSM methodologies to manage, integrate and standardize ITIL process for multiple AT&T partners. Highly adept at evaluating and meeting unique client needs with customized solutions based on ITSM.* Promoted and improved wide range of ITSM processes, delivering SOPs, KPIs and process flows to track success and focus on situational issues.* Consistently recognized for outstanding customer satisfaction and optimal relationships through regular strategic, tactical and operational meetings.
  • Walgreens Boots Alliance
    Itil Service Delivery Manager - Enterprise Shared Services
    Walgreens Boots Alliance 2012 - 2016
    Deerfield, Il, Us
    Oversaw, controlled and reported on Continuous Service enhancements, along with reactive/proactive incident, release, change, service desk, CMDB, SACM and request resolution. Identified and evaluated potential exposures at KPI, service and operational levels within multi-vendor and multi-platform environments.ITIL v3, Remedy 7.60/8.1 and Six Sigma.* Championed improvements to Continuous Service Improvement (CSI) processes that focused on timely service management delivery per Remedy 7.60/8.1, JIRA and Service Now.* Introduced methodologies to identify and mitigate major incidents and action plans that impacted enterprise function to minimize recurrence.
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  • Ibm Global Services
    Global Service Delivery Manager / Process Architect
    Ibm Global Services 2000 - 2012
    Armonk, New York, Ny, Us
    Directed 30-person team of cross-functional professionals across the US, UK, Sweden and India in coordinating all aspects of Continuous Service Improvement initiatives. Designed and instituted escalation response and C-suite client reporting to ensure timely problem resolution. Served as Executive Service Delivery Manager for outsourced and offshore groups and maintained full integration into the service management process.ITIL, SIAM, Lean, ITUP, COBIT and Six Sigma principles. * Instrumental role in staffing and standing up the “Center of Excellence” organization in 2011; also spearheaded rollout of new processes for major incident, problem resolution, change and release management tasks.* Succeeded in increasing operational efficiencies, customer satisfaction levels and cost savings of $1.2M YOY for such world-class clients as ABN Amro, AstraZeneca, Well-Point and Bank of America.* Guided smooth delivery of infrastructure services and implementation of SaaS ServiceNow for Novartis, yielding new savings worth millions of dollars.
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David M. Morrison Education Details

  • Columbia College Chicago
    Columbia College Chicago
    And Media Management

Frequently Asked Questions about David M. Morrison

What company does David M. Morrison work for?

David M. Morrison works for Persistent Systems

What is David M. Morrison's role at the current company?

David M. Morrison's current role is Senior Leader | IT Manager | Global System Integrator | ITSM | SIAM | Cloud | DevOps | Agile | Service Delivery | Big Data | Six Sigma | ITILv3 | Outsourcing | Offshore Resources | Cross-Cultural | International Business.

What is David M. Morrison's email address?

David M. Morrison's email address is dm****@****ibm.com

What schools did David M. Morrison attend?

David M. Morrison attended Columbia College Chicago.

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