Jerry Kendall Email & Phone Number

Hoffman Estates, Illiniois

Managed large-format digital sign (LFDS) product across 39 Sears Digital Journey stores. Captured business needs and requirements collaborating with stakeholders to implement. Identified and recommended solutions aligning efforts with IT, procurement, and 3rd-party vendors within budget for digital projects (May 2017).• Collaborated with internal and external stakeholders to plan and execute implementation schedules for installed digital experiences in stores.• Led bi-weekly service review conference call with vendor product manager, support stakeholders, and IT management, creating action items that ensured accountability by reviewing tickets, invoices, and new projects.

Hoffman Estates, Illiniois

Served as lead of 6-member team that supported mobile retail applications within agile platform: SHOPSears, MPU, RFID, CallSears, digital signs, and large-format digital signs. Ensured quick response to member-facing associates in Digital Journey stores.• As a liaison, improved application availability and end-user satisfaction by creating application JIRAs in a timely manner that provided detailed critical information of incident identification and steps to reproduce problem partnering with support teams.• Facilitated communications to end-users during iterative development of SHOPSears application with bi-weekly releases, testing, and rollbacks. Aligned with development resources, monitored and trended store associate problem reports for improvements.

Chicago, Illinois

Functioned as senior lead and technical liaison to IT infrastructure engineers and application development resources. Facilitated incident, problem, and change management processes.• Reduced P1 outages 20% by performing impact and risk analysis for change management process impacting entire IT infrastructure and approving emergency changes implemented by application development and IT infrastructure resources.• Engaged cross-functional teams and utilized knowledge database for known problems in environment, driving IT issues to resolution quickly and reducing critical outage duration for many recurring P1 incidents to under 30 minutes.

Chicago, Illinois

Led problem management root cause analysis in identifying underlying causes of problems and resulting incidents. Established knowledge base and known error database to eliminate recurring incidents. Identified and coordinated the Implementation of event monitoring and alerts to proactively reduce the impact of incidents to the business.• Coordinated with IT engineers and application development stakeholders for improved overall efficiency and increased productivity through identification of known errors. Developed workaround and knowledge transfer to minimize impact of unavoidable incidents resulting in increased enterprise application and system availability.• Enabled issue prevention and reduced re-occurrence through daily management and prioritization of problems / errors. Trended on all reported incidents, summarizing impact and categorizing causes for critical and high incidents as input to RCA process.

Chicago, Illinois

Single point of contact for departments modeling tools and systems support. Coordinated migration and consolidation of AIG divisions 10 AIX UNIX servers to single HP-UX server platform with 80-user home and data directories. • Implemented week 999 and Y2K code changes in AIG applications and utilities to ensure 100% uptime.• Earned President’s Award for Recognition of Excellence as lead player in 5-year CPG data execution and delivery for 1K+ brands related to landmark study that measured TV advertising return on investment (ROI).

Chicago, Illinios

Managed 12-member Help Desk and provided technical training, coaching and mentoring to analyst. Executed crisis management with IT executives and stakeholders for escalated critical incidents. Conducted enterprise-wide notifications and documented major incident P1-related outages for input to RCA process to reduce downtime of future incidents of similar impact.• Developed knowledgebase documentation for recurring incidents and restoral of service, identified work-arounds, lowering call volume queues by reducing overall impact and call duration. Achieved team goal of 80% first call resolution rate within 24-hours.• Technical liaison to software development and IT infrastructure engineers for enterprise project implementations and upgrades.