Herb Bradley Email & Phone Number

Teaneck, New Jersey, Us

Teaneck, New Jersey, Us

Teaneck, New Jersey, Us

Teaneck, Nj, Us

New York, Ny, Us

Define and develop global problem management process for corporate users.Develop reporting for problem management process.Document and train users on problem management.Manage problems until resolution.Developed reports to measure the performance of the service desk. Coordinated with telecom provider to develop real time monitoring tools for service desk performance.Defined requirements for Service-Now implementation.Coordinated with global process owners to define Service-Now requirements.Administered and supported global Service-Now implementation.Provided strategic direction of incident and problem management tools.Performed user acceptance testing.Developed training guides for administrators.Trained administrators to support Service-Now.

Oakbrook Terrace, Illinois, Us

Reading, Ma, Us

Coordinate training of other consultants.Run training sessions.Develop applications guidesChair knowledge management sessions with subject matter experts.

Us

Provided strategic direction of incident and change management tools. Oversaw global work groups that determined the validity of defects and enhancements within the remedy environment. Performed user acceptance testing. Provided support for the remedy environment and diagnosed the defects before they are brought to the work groups. Highly involved in enhancing the firm’s incident management system and working towards providing the firm with a global tool.

Us

Interpreted business and management requirements to build and implement non real-time and real time metrics and KPI dashboards. Analyzed requirements and what drives, metrics and trend analysis. Brought together legacy and disparate data sources into a centralized repository so a single dashboard could be delivered to satisfy the requirements. Interfaced with all levels of management and peers, delivering low level operational day to day management and actionable metrics as well as high level summaries and trending analysis.

Us

Managed global support of the ITSM suite. Key responsibilities and projects include application change management, online self help tools, reporting and 1st line support. Managed a 3 person offshore team in India. Collaborated with service providers to take their business processes and work, to implement and configure the ITSM suite to fit their needs. During the monthly development cycle, was a key player in User Acceptance Testing. Point of contact for corporate audit reporting during mid year and year end audits of operational and application change management. One major project success was the go-live of the new India office for Peoplesoft and Remedy integration. The implementation and delivery took place over a 3 week period on-site.

Us

Responded to calls and resolved issues & provided initial triage and support for all applications. Worked with 2nd and 3rd level teams where issues couldn’t be resolved via the telephone. Managed several projects including research and development of new processes and procedures.Created new scripts with problem resolution for use by helpdesk analysts. This improved service quality & new hire training.Produced monthly and quarterly reports, including data analysis of help desk calls and finding ways to improve call handling and ultimately the training program for new employees. During the acquisition of Neuberger Berman served as point of contact for the transition and merging of the 2 helpdesks, working closely with the other agents to ensure a smooth transition and that the ends users experience was not impacted. Global implementation of online self help tools. This proved to be a major success and is currently used by over 2,000 people per month.

Suwon-Si, Gyeonggi-Do, Kr

Responded to calls and resolved issues.Worked with 2nd and 3rd level teams when issues couldn’t be resolved via the telephone. Created new scripts with problem resolution for use by helpdesk analysts. This improved service quality & new hire training.

Certificate, Network Support/Administration

Certificate, Itil V.2

Certificate, Itil V.3