Jennifer E. Email & Phone Number

As a CSE, I aim not only to deliver solutions but to implement strategies that propel my customers towards greater efficiency and an improved state from where they are today.

Burlington, Massachusetts

- Acted as a subject matter expert for Change Management, Event Management, and Problem Management processes, driving efficiency and effectiveness within the organization.- Spearheaded the development and implementation of a comprehensive service management program, elevating organizational ITSM maturity and promoting the adoption of industry best practices.- Played a pivotal role in training, socializing, and supporting employee engagement in IT Service Management processes, ensuring… Show more - Acted as a subject matter expert for Change Management, Event Management, and Problem Management processes, driving efficiency and effectiveness within the organization.- Spearheaded the development and implementation of a comprehensive service management program, elevating organizational ITSM maturity and promoting the adoption of industry best practices.- Played a pivotal role in training, socializing, and supporting employee engagement in IT Service Management processes, ensuring widespread understanding and buy-in.- Maintained oversight to guarantee changes were executed in a consistent and controlled manner, adhering to proper approval channels.- Led Problem Management initiatives, collaborating with cross-functional teams to identify root causes of issues and implement preventative measures to forestall recurrence.- Championed the continuous improvement of IT Service Management policies, processes, and procedures, regularly updating documentation to reflect evolving best practices.- Defined and delivered periodic operational and quality metrics analysis, fostering improvement, transparency, and visibility into key performance indicators (KPIs).- Held ownership of the organization's Configuration Management Database (CMDB), implementing both back-end and front-end customizations to streamline workflows and enhance record-keeping capabilities. Show less

Burlington, Massachusetts

- Formulated and implemented IT Event Management procedures aimed at standardizing responses to automated infrastructure alerts and monitoring, facilitating rapid and efficient processing.- Oversaw the Service Operations team, managing both team and individual performance, conducting performance evaluations, and addressing staffing requirements, including recruitment and termination processes.- Designed comprehensive training curriculums tailored to the needs of the Service Operations… Show more - Formulated and implemented IT Event Management procedures aimed at standardizing responses to automated infrastructure alerts and monitoring, facilitating rapid and efficient processing.- Oversaw the Service Operations team, managing both team and individual performance, conducting performance evaluations, and addressing staffing requirements, including recruitment and termination processes.- Designed comprehensive training curriculums tailored to the needs of the Service Operations team, leveraging e-learning platforms such as Moodle to develop asynchronous courses optimized for the team's 24/7 schedule. Show less

Burlington, Massachusetts

- Served as the primary point of contact for all five data centers within the organization, facilitating seamless communication and coordination.- Led strategic planning efforts for all aspects of data center infrastructure, ensuring alignment with organizational goals and objectives.- Scheduled and supervised preventative maintenance activities for generators, UPS systems, and CRAC (Computer Room Air Conditioning) units, minimizing downtime and optimizing performance.- Implemented… Show more - Served as the primary point of contact for all five data centers within the organization, facilitating seamless communication and coordination.- Led strategic planning efforts for all aspects of data center infrastructure, ensuring alignment with organizational goals and objectives.- Scheduled and supervised preventative maintenance activities for generators, UPS systems, and CRAC (Computer Room Air Conditioning) units, minimizing downtime and optimizing performance.- Implemented redundancy measures for power and networking configurations across all servers, enhancing reliability and resilience.- Monitored daily temperature levels and promptly escalated alarms as needed, proactively addressing potential issues to maintain optimal data center operations. Show less

Burlington, Ma