Jonathan Christensen Email & Phone Number

Washington D.C. Metro Area

Gaithersburg, Md

• Lead the global AZ IT Problem Management team in daily deliver of problem investigations and coordination activities, including coaching & mentoring, objective setting & achievement, and policy adherence.• Identify and deliver improvements to the AZ IT Problem Management standard operating process and ways of working that has shown an improvement in delivery of root cause analysis and closed problems.• Conduct problem investigations, including consultation and direction of investigation with non-line technical staff in global IT infrastructure support groups.• Report and analyze problem delivery against KPIs and SLAs to Service Excellence leadership and key stakeholders in the AZ IT organization.

Gaithersburg, Md, Usa

Develop and manage enterprise IT critical application review process.Develop and maintain business relationships between team and other IT functions in enterprise IT.Coach and mentor team members.Provide application performance insight through Aternity and SteelCentral application performance monitoring.Manage critical "Code Red" incident resolution.

Gaithersburg, Md

Develop, implement, and optimize problem and incident management processesDocument major incident and problem management processes standard operating procedures, work instructions, and supporting templates.Manage a team of 24x7 on-call incident and problem managersPerform analysis of incident data for underlying root causePerform process improvement activitiesEngage and lead multi-functional teams in process improvement activites

Bethesda, Md

• Manage a team of six in covering a 24x7 support function. • Work in direct interface with federal client on day-to-day operations. • Interview, hire, and train new team members. • Design, approve, and implement procedures for problem management team using ITIL best practices. • Work with incident management and event management teams in proactive and reactive problem identification. • Coordinate IT response to enterprise-impacting events, utilizing conference bridging, activation of COOP, and after-action reporting. • Chair incident and problem review reports and oversee/draft meeting reports. • Ensure 24x7 availability of team by managing staff schedules, tools, and work spaces. • Consult with and advise NIH IT Service Desk Management on operational issues. • Negotiate and implement service and operational level agreements inside and outside organization. • Organize and conduct presentations on services provided by the team to other organizations within NIH. • Develop and present Remedy training courses for CIT and NIH end-users

Bethesda, Md

• Manage a team of six in covering a 24x7 support function. • Work in direct interface with federal client on day-to-day operations. • Interview, hire, and train new team members. • Design, approve, and implement procedures for problem management team using ITIL best practices. • Work with incident management and event management teams in proactive and reactive problem identification. • Coordinate IT response to enterprise-impacting events, utilizing conference bridging, activation of COOP, and after-action reporting. • Chair incident and problem review reports and oversee/draft meeting reports. • Ensure 24x7 availability of team by managing staff schedules, tools, and work spaces. • Consult with and advise NIH IT Service Desk Management on operational issues. • Negotiate and implement service and operational level agreements inside and outside organization. • Organize and conduct presentations on services provided by the team to other organizations within NIH. • Develop and present Remedy training courses for CIT and NIH end-users

• Designed and conducted customer satisfaction surveys. • Provided general IT/desktop support services for front-office staff. • Assisted in development of company website and customer outreach programs.

Silver Spring, Md

• Provided first tier technical support to customers via phone with an emphasis on first contact resolution. • Provided QA analysis of customer financial transaction records. • Mentored new representatives.