Dwayne. Dawson Email & Phone Number

St Louis Park, Minnesota, Us

Leading a team to design, implement, management and mature IT Service Management for the company.

St Louis Park, Minnesota, Us

Professional consulting on ITSM processes, procedures, documentation and roll-out. Current scope is building and rolling out Change Management, Asset Management and Technology Operations Center.Creating Process Flows and Process GuidesCreating Presentation Material for Stakeholders and IT Leadership

Ownership and responsibilities for:IT Service Desk - 24X7, taking calls and emails from all global Merrill locationsIncident Management processMajor Incident process and executionChange Management process and executionProblem Management process and executionITSM Tool Suite - managing process, maintenance, developmentIT Asset Management - process and execution, tool selection and implementation, governanceLevel 1 Application support team for a specific business lineOn-site Desktop Support (2nd level) for USDesktop Architecture

Minneapolis, Mn, Us

Leading a Command Center environment team responsible for coordinating facilitation and resolution of critical and highly impactive technology incidents in the environment.Building out from a standalone Command Center to a follow-the-sun model Command Center which involves hiring, training and managing a team of offshore incident managers in a Command Center environment as well as the local Command Center.Reponsible for monitoring day to day operations, identifying the need for and implementing process improvements.Collaborating with numerous technology and business teams, external and internal, to ensure seamless process effectiveness and communication collaboration.Incident Management Process OwnerResponsible for migrating Incident Management Process from legacy tools into ServiceNowExperience with operating and analyzing Monitoring Tool solutions, including: Keynote, Pager Duty, Solarwinds, Sumologic, Tivoli, Gomez)

Minneapolis, Mn, Us

Senior Operations Manager responsible for the Problem Management team and process ownership and Configuration Management team and process ownership.Responsible for managing high priority problems in the environment, ensuring timely root cause is identified and documented, and ensuring permanent fixes in place as quickly as possible.Managing problem ownership disputes and assigning problems according to facts.Reporting on high priority problem status to senior leadership.Managing problem root cause and permanent fix within operational targetsUtilizing problem managers to utilize technical skills to assist in root cause identificationResponsible for developing, documenting, and deploying IT Asset Management process for both hardware and softwareResponsible for integrating IT Asset Management process and tools with software asset management tool and processResponsible for migrating CMDB from standalone tool into ServiceNowResponsible for developing and deploying Problem Management Process in ServiceNowResponsible for development, deployment and Integration of Asset Management process using ServiceNowResponsible for the Configuration Management process and tools.Ensuring the CMDB is accurate and completeEnsuring data load via discovery tools are as per schedule and completeWorking with CI owners to ensure accuracy and completness of the CI dataEnsuring adhoc loads related to CI data occur as scheduled and completeCreation and management of audits of CMDB dataCreation of Presentation Materials for IT and IT Senior LeadershipPresenting Materials to IT, business and senior IT personnel

Minneapolis, Mn, Us

Service Manager for new Focused Support Model for Identity & Access Management, specifically focused on the Single Sign-On/Siteminder environment.Duties include: Focal incident manager for incidents in the environment including bridge facilitation, incident management, communication.Additional duties include: Comprehensive review of changes and adherence to Change Management policies. Tracking incidents through RCA and closure, data gathering for metrics, process improvements, automation impovements, and overall reduction in MTTR and MTBSI.

Minneapolis, Mn, Us

Leader/Manager for team that supports incident management for infrastructure utilities across Ameriprise Technology for Service Management: including single sign-on,Directory Services,file transfer, MQ,Data Power, Messaging & Collarboration applications including Lotus Notes, Blackberry, Good Mobile, Zantaz, others.

Minneapolis, Mn, Us

Managed a team of Service Restoration situation managers in a Command Center facility. This group responsible for proactive monitoring of technology applications and systems, engagement escalation, bridge facilitation and communication of technology incidents across Amerirprise.

Minneapolis, Mn, Us

Technical Analyst in the Customer Experience Center/Service Management Area.Responsiblities: Proactive Systems Monitoring, Leadership communications (written and verbal) Service Restoration Management

New York, Ny, Us

Subject Matter Expert for Field Technology Services - a Level 2 Desktop support group supporting American Express Financial Advisors

Business Systems Analyst for Liberty.Liberty was originally a Check Printing company that expanded into other payments systems.

Estero, Fl, Us

Customer Service Manager for Hertz Rent-A-Car at the St. Paul/Minneapolis Airport.