David Abowitt Email & Phone Number

Woodland Hills, Ca, Us

In addition to previous responsibilities, provide ownership and responsibility for major incident, change management, and problem management global programs.Lead a global team of major incident commanders, including participation in on-call rotation and taking ownership of highest severity incidents impacting the organization’s Accounting SaaS application.Hiring, training, and mentoring major incident management staff.Owned change management program from 2022-2023. Successfully onboarded a new change management team.Co-developed and implemented updates to the incident classification model, driving improvements in understanding how incidents are classified. Provided unambiguous slotting of incidents to specific classification in Jira Cloud project.Expanded metric analysis tools to include Tableau and Exigence to replace Excel spreadsheets.Recognized by the Engineering Department with the Commitment to Excellence Award – December 2022.

Woodland Hills, Ca, Us

Single point of contact for BlackLine's global incident, major incident, and problem management programs. Coordinate the response and recovery activities for the organization to resolve incidents promptly. Collaborating with response teams, determining the root cause of incidents, and working with stakeholders and responsible parties to remediate any identified gaps or failures. Escalated issues to management promptly with appropriate exposure, severity, and current activity information.Developed a nascent incident and problem management program utilizing the ITIL framework.Developed and owned postmortem process, including incident documentation, utilizing multiple analysis techniques to determine root cause, documenting and holding staff accountable for postmortem action items, and writing customer communications.Introduced blameless postmortem process and expanded utilization of 5-why and cause/effect root cause analysis.Introduced postmortem action item tracking to completion program to improve timeliness of action completion.Partner with different organizational departments to identify and remediate ongoing high-impact incidents.Reduced completion of the lifecycle of critical incidents (occurrence to remediation) by 58%, 120 days to 70 days.Co-developed KPI tracking database to provide key KPIs for Uptime, MTTR, MTBR.Provided bi-weekly and ad-hoc executive reports of key program metrics and KPIsChaired weekly executive management presentations for department KPIs and Metrics. Incident, Problem, and Security teams. Conducted weekly incident and problem management meetings.Developed Confluence and SharePoint sites, including key Incident and Problem Management programdocumentation relating to process, procedure, and training material.Owned major incident management tools.Recognized by Engineering Department with Commitment to Excellence Award – December 2020

Chatsworth, Ca, Us

Managed DataDirect's Service Desk operations. Accountable for service levels, customer service, and hierarchical escalations. Developed weekly, quarterly, and annual IT Service reports for senior and organizational management. Managed Service Desk procedures related to identification, prioritization, and resolution of incidents, including monitoring, tracking, and coordination of Service Desk function. Implemented ITIL and ITSM methodologies, including developing policies, procedures, training programs, and KCS principles that align service desk functions with business needs.Successfully transformed an underperforming service desk. Expanded service desk operations support to two international offices, increased services supported, and reduced service desk headcount.Guided team improvements for FCR, SLO, customer satisfaction, response time goals, and overall service scores. Implemented a successful KCS program for knowledge-based development.Successfully developed and implemented team and individual annual goals to achieve continuous self- improvement.Co-project lead in successfully implementing new ITSM tools for incident management, service request management, problem management, change management, and a new user-facing self-service portal. The project included user feedback, staff training, and the implementation of an updated service catalog. The result was a one-year ROI.

Chatsworth, Ca, Us

Responsible for the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission-critical enterprise systems. Served as a technical expert in the area of system administration. Recommended the redesign and configuration of operating systems and system applications. Investigated and analyzed the feasibility of system requirements and developed system specifications. Identified methods and solutions and provided project leadership and management with a high level of service to the department's customers. Performed two FTE roles as Senior System Administrator and Service Desk Manager (06/2015-12/2015)Responsible for the technical design, planning, implementation, performance tuning, and disaster recovery for mission-critical worldwide Microsoft enterprise systems.Lead or co-lead project teams for the global implementation of Hyper-V, SQL Server consolidation, Microsoft System Center suite of applications, DHCP, and AD upgrades.

Chatsworth, Ca, Us

Managed the day-to-day operations of crucial Information Technology systems by monitoring, configuring, maintaining, and repairing. Developed new systems and application installation as required to meet department and organizational objectives: ensured high availability and acceptable performance levels of mission-critical computing resources.Successfully implemented critical Microsoft System Center services for backup, monitoring services, and configuration management utilizing best practices enabling maturing of IT services.Project and team lead of two office moves, including a new corporate HQ, on time and budget, with no open issues after project completion. Implemented upgrade of Citrix XenApp from initial POC to full-scale enterprise functionality.

Ca, Us

Responsible for the stabilization and improvement of the organization's IT infrastructure systems. Managed Sunkist's Computer Operations Data Center, including hardware, software, and associated Data Center equipment. Achieved 100% SLA metrics in support and operations of the VMware environment.Achieved SLA uptime requirements while upgrading core servers (VMware).Significantly improved disaster recovery practices, including two successful full-site failover tests.Collaborated with the team to deliver data center move within scope, budget, project deliverable, and time-frame requirements.Previous experience as Senior Systems Manager, Systems Manager, and Senior Help Desk Technician is available upon request.