Bryan Coffman Email & Phone Number

Olathe, Kansas, United States

Kansas City, Missouri Area

Experience providing a proactive methodology for ITIL based assessments and ITIL transformations of organizations, reducing overall risk and providing higher returns on investment. Reliable, dedicated, and hardworking IT Service Management professional with a broad range of experiences in Information Technology and training. Quick learning and proven performer adept at working autonomously and matrix management, with a track record of taking the initiative and excelling in any task assigned. As the ITSM Lead/Deputy Project Manager I support all aspects of organizational development to improve existing business processes to meet goals and objectives, increase performance, reduce costs while managing technical debt, accelerate schedules, and improve the quality of products and services. I research, identify, change, and monitor business processes to ensure they run smoothly and can be improved over time to provide Stakeholder value. ● Perform planning, design, and implementation of ITIL/ITSM processes to meet evolving and changing needs of clients.● Analyze and identify recommendations for enhancements based on ITIL/ITSM best practices.● Analyze and implement strategies that ensure linkage among processes, departments, teams, and organizational structures to develop unified and consistent business approaches and performance improvement outcomes.● Identify key operational measurements to develop process improvements and assist with the preparation of presentations and proposals and work on policy analysis for definition.● Provide oversight and direction to 19 employees in accordance with the organization's policies and procedures.● Lead employees to meet the USDA’s expectations for productivity, quality, and goal accomplishment.● Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.

1200 Main Kcmo

A champion of ITSM best practices, identifying process gaps and requirements generation driving ITIL based discipline and mature best business practices throughout organization. Sold key stakeholders on a plan for holistic review of business processes. As the Project Environment Coordinator for KCP&L, Responsible for overall coordination of planning, scheduling and documenting application migrations for pre-production projects. Manage defects for all applications being deployed into the production environment. Ensure scripted resolutions are verified prior to migrating into the lower level test environments. Communicate weekly metrics reports to key stakeholders detailing outstanding migrations and defects. Facilitate status updates of testing defects associated with environment patches and migrations.

Kansas City, Missouri Area

As the release coordinator for MCEITS, I am responsible for owning, planning and coordination of all phases and activities involved in the release of applications into the production data center. I facilitate release meetings and assist with development of the release recommendation and deployment plan based on input from multiple stakeholders within various portfolio teams. I identify priorities, conflicts, dependencies, and risks for the release and ensure plans are in place to mitigate the risks. • Oversee release decisions and processes in terms of the big picture/cross-departmental impacts.• Maintain release management schedule for specific (or assigned) system(s).• Document and communicate all changes for a release in release notes which are published to both the internal team and the client.• Attend Change Advisory Board (CAB) and deployment planning meetings to collect data and information pertaining to the release.• Coordinate and schedule key change to production activities. Including the tracking of all elements with team leads as the project moves through testing regions into production.

Kansas City, Missouri Area

Incident/Problem/Release Manager with over 15 years of IT Service Management (ITSM) and ITIL experience. Current responsibilities include: investigating root cause analysis, data/trend analysis, metrics reporting, documenting processes, proactive/reactive problem management and evaluating business system operations against current and future needs. As Release Manager I have helped develop the processes and policies for the Federal Reserve System's release program.● Collaborated and directed other National IT and District technical support staff during critical or high incidents.● Implemented IT Service Management (ITSM) principles and practices, authored analytical and business impact statements and executive summaries to senior directors and technical staff.● Responsible for identifying gaps in the incident and problem management process and recommending, documenting, communicating, and implementing new processes.● Reviewed existing processes and made recommendations for process improvements.● Completed moderate to highly complex Department, Bank and Federal Reserve System technical support projects.● Participated in NSD and Federal Reserve Bank System projects of a technical or non-technical nature such as defining evaluation criteria and analyzing alternatives.● Ensured the proper workflow was followed on all incidents, while placing heightened attention on all critical and high priority incidents.● Worked with Service Providers to determine the appropriate level of Risk and Complexity each release represented and communicated to key Stakeholders the Release Acceptance requirements and deliverables at each stage of the release.● Mentored members of the National Service Desk on ITIL Foundations key concepts and terms to assist in successfully passing the course.● Served as the President Elect for the local IT Service Management forum. Responsible for organizing member events, securing and coordinating sponsorship and attending national conference.

Responsible for end to end project management of company-wide technology initiatives; piloting initial adoption of ITIL practices to the Director’s organization and laying the foundation broad adoption of ITSM. Directly managed 14 major projects impacting 45,000 associates. Matrix management responsibility for as many as 40 people across 4 different teams in the IT and Network organizations. Analyzed issues past Service Level Agreement (SLA), assigned to appropriate fix agents, and ensured resolution and adherence to established processes. Assessed effectiveness of business processes and developed action plans based on client specifications to improve performance. ● Developed and implemented a process for testing and verifying decommissioned voice hardware resulting in a net gain of over $510,000 with long-term net gain estimates of over $4 million.● Taught ITIL V2 Foundations Pilot Course leading to the adoption of ITIL. ● Member of the Kansas City local ITSM forum user’s group.● Achieved the highest performance rating out of an 11-person peer group.● Hand selected to be 1 of 3 people out of 400 peers to be part of an organizational leadership development program. ● Personally developed over 50 business analysis reports that directly decreased customer down time by 50%, improved SLA by 50%, and yielded a 100% adoption rate of proposed process improvements across the organization. ● Track record of top performance led to promotion into the Technical Program/Project Manager II position.

Team Lead for 9 hourly and non-hourly Tier 1, Help Desk analysts. Instructed team members on advanced troubleshooting techniques and led the efforts to resolve 100% of 4500 problem tickets submitted each month. In charge of select departmental special projects and represented the organization in companywide initiatives. “Right hand” of the team manager ensuring all processes and daily operations remained fluid without any service interruptions. ● Earned the highest performance rating among 19 peers.● Selected by organization executive to serve as “Acting Manager” for two departmental teams. ● Hand-picked by management to be 1 of 30 participants out of 250 peers to be part of the organizations’ leadership development program. ● Led team to exceed organizational scoring metrics achieving a team score of 112% of target.● Organizational project lead for an automated directory service tool that facilitated customer contact with any of the company’s 60,000 employees. Implementation of this tool saved the company approx. $400,000 in salary expense.● Demonstration of sustained exemplary performance led to promotion into the Senior Issue Manager position.

Team Lead for 16 Tier 1, Help Desk technical analysts. Assisted and coached team members on advanced and complex phone system troubleshooting issues, including organizational policies and procedures. ● Awarded a company quarterly award for developing a new ticketing process that enabled better customer service by the analysts.● Developed an automated process that streamlined the way employees move work locations and while maintaining maximum productivity and uninterrupted continuation of work. Awarded a company quarterly award and a prestigious annual ‘Sprint Values Excellence Award’ for successfully implementing the process. This saved the company $3.2M in operating expense and $1.5M in headcount expense. ● Developed and executed a plan to administer required company training to 78 technicians nationwide saving approx. $500,000 in travel and training expenses. Awarded both a company quarterly award and an annual ‘Sprint Values Excellence Award’ for exemplary performance of duties.

Responsible for all phone system changes and enhancements impacting any of the company’s 80,000 associates. Provided first line of support for phone system issues and ensured appropriate fix agents were engaged when necessary. ● Provided Meridian Admin Tools (MAT) application classroom training to technicians across to country,● Received the highest performance rating out of 23 peers.● Recipient of the Help Desk Institute Team Excellence Award for efforts in upholding the highest standards of customer support.

Managed over 900 issues per month and provided customer facing support on company special services circuits utilizing multiple mainframe and Windows based ticket systems. Ensured field technicians were engaged as appropriate to facilitate timely resolution of issues.

Oversaw all radio traffic communications supporting 60+ aviation missions each month. Coordinated monthly and annual maintenance for squadron equipment including radio and cellular phone contracts. Awarded Air Force Commendation for exemplary performance of duties.Achieved 100% uptime performance for all equipment under responsibility.

United States Air Force Whiteman AFB, MO Base Trunking Systems Manager• Responsible for all radio traffic supporting the flying missions at Whiteman AFB.• Coordinated maintenance and outages for the 509th Communications Squadron. Duties included: managing over 1000 users and 5000 assets, system administrator for six separate databases, tracking scheduled preventive maintenance, coordinating maintenance and service for radio and cellular phone contracts, notifying squadron and base commanders of outages and initiating outage call outs.• Top Secret Security ClearanceTransitioning to Supervisor course, Project Management Practices and Principles, Management and Quality Training for Air Force Supervisors

Bstm, Technical Management, 3.65

Associates Of Applied Science, Electronic Systems Technology