David M. Morrison Email & Phone Number

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%.

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.

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.

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.

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.

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.

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.