Gary Ward Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

Currently, I am an ITSM Knowledge Manager with the Texas Health and Human Services Commission. This role focuses on designing and developing knowledge management best practices for the organization and integrating them with other ITSM process areas such as Change, Incident, and Problem Management.

Austin, Texas, United States

As the Senior ITSM Analyst at The University of Texas at Austin, I focused on enhancing knowledge management best practices and collaborating with teams to improve IT strategy and service delivery. By establishing standards, guidelines, and streamlined processes based on the KCS methodology, our articles achieved a 20% increase in viewership, leading to better outcomes for the department.

Austin, Texas, United States

In my role as a technical analyst at The University of Texas, I was the primary point of contact for service improvement and knowledge management best practices. I worked closely with quality analysts, service desk managers, and IT leadership to ensure continual service improvement using root cause analysis, performance monitoring, documentation, ServiceNow KPI reporting, and coaching to improve the customer experience.

The Service Desk Team Lead and Customer Advocate at The University of Texas at Austin advocates for the IT Customer Support Services team to improve service delivery and quality. In this role, I collaborated with IT service owners to identify opportunities for enhancement, managed service requests, and provided general support to ensure a positive experience for all users.

Austin, Texas, United States

As a Service Desk Representative at The University of Texas at Austin, I supported IT and business services for the university community. I excelled in resolving user-reported problems, managing internal documentation, and training others in best practices to enhance customer service outcomes. By earning the trust of peers and team leaders, I was quickly given additional responsibilities to assist the support center.

Newcastle, Maine

In my role as a Technical Project Manager at R.H. Reny, Inc., I partnered with a team of developers and stakeholders to design a retail POS GUI application using the Microsoft Dynamics AX retail platform, improving retail functionality, product distribution, and data storage for the company, eliminating point-of-sale outages during key marketing events by 100%.

Newcastle, Maine, United States

As the IT Service Desk Manager at R.H. Reny, Inc., I learned the skills required to provide IT customer support, operations management, IT customer service, and team development. I managed the customer facing Help Desk team, maintained company wide systems, and trained employees on support protocols.