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.
• 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.

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.

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.
• 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.
• 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.

• 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..
• 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.

• 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.
• 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.

• 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.
• 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.

• 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.
• 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.
• 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