Jonathan Cruse Email & Phone Number

Fishers, IN, US

Indianapolis, IN, US

I provide support and management across multiple Service Management practices. I focus on change, problem, and incident management; SLA and Quality reporting; customer satisfaction management across multiple service towers; ServiceNow governance; knowledge management workflows; and authoring process SOPs and training materials.

Indianapolis, IN, US

This role provides client-facing customer support in Incident, Problem, and Change Management by participating in day-to-day executions and overall process optimization. Additional responsibilities include working with major clients to determine opportunities for improvements by taking advantage of ServiceNow capabilities.

Dublin 2, IE

Dublin 2, IE

Analyzed the organization's Problem Management processes and systems, assessing the business model and its integration with technology. Assessed the current state of specified ITSM processes, identify\ied customer requirements, and defined the future state and/or business solution. Configured new ServiceNow views, reports, and workflows to assist with.

Dublin 2, IE

Supported the architecting and stand-up of the Cloud CoE and Cloud Governance Model, under the guidance of Workstream Lead and CCoE Architect..

Dublin 2, IE

Provided assistance in analyzing and improving ITSM processes as related to the desktop support team Trained desktop support team in proper incident management processes and ServiceNow operationsCreated ServiceNow dashboards and reporting to measure process improvement

Dublin 2, IE

Reviewed incident, change, and problem management in order to make recommendations to the client on how to improve existing ITSM processes according to ITIL best practices.

Dublin 2, IE

Developed new hardware asset management procedures and trained the Procurement Operations team on the updated hardware asset management process Utilized ServiceNow’s Hardware Asset Management module as the asset management platform

Southborough, MA, US

Design, implement, and continuously manage service and support offerings for the Digital Health Operations team, collaborating with multiple development teams to ensure effective workflowsOversee the use of ServiceNow for incident, change, and problem management within the Operations teamManagement of the Operations ServiceNow service catalog and.

Southborough, MA, US

I was part of the team responsible for managing Eli Lilly contracts for external hosting. Responsibilities included security analysis and system administration for the hosted systems and networks. In this role, I was responsible for performing recurring vulnerability scans for our clients and reporting the results to the client and their supporting team.

Southborough, MA, US

I supported local internal systems, which primarily involved working with the following:- VMware vSphere, vCenter and ESXi - Windows Server 2008, 2012, and 2016- Linux (Centos) system administration and patching- ServiceNow for incident and change management - Thycotic Secret Server- F5 Local Traffic Manager and Access Policy Manager- BIND DNS- Windows.

• Strive to exceed expectations in creating an environment where absolute guest satisfaction is the highest priority
• Train and certify new server hires using established policies and procedures
• Provide leadership throughout shifts, ensuring servers are performing their respective duties to enhance customer care
• Close out servers at the end of shifts to ensure that all sidework has been performed to expectation

Indianapolis, IN, US

I was responsible for imaging computers with a Simon-specific Windows 7 installation, customizing software installation on a per-machine basis, managing tickets with HP Openview, and deploying the newly imaged machines to Simon employees. At the start, I also assisted with troubleshooting the imaging procedures and training new consultants.

Dallas, Texas, US

• Awarded 2010 Manager of the Year
• Oversaw restaurants with weekly sales ranging from $35,000 - $70,000
• Effectively managed kitchen and wait staffs of 50 -90 employees through hiring, scheduling, ongoing training, and hands-on labor cost management
• Designed and implemented a server ranking report that analyzed dollar sales, comp costs, and other financial metrics used for performance-based scheduling of the wait staff
• Created and maintained a repair and maintenance tracking report for all major technical pieces of the restaurant, which was adopted across the franchise

Seattle, WA, US

• Managed 30-40 staff members through effective hiring, training, and timely coaching and feedback
• Promoted to shift supervisor within 2 months and assistant manager within 6 months
• Responsible for maintaining accurate inventory pars, ordering, and retail change-overs

Certificate, Network Security

Ccna Studies

Bachelor Of Arts (Ba), Philosophy