Joseph C Norris Email & Phone Number

Based in North Texas, I am an experienced Business Process Engineer specializing in IT Service Management (ITSM) with a strong focus on strategic planning and project management. I bring over 20 years of expertise in ITIL and process engineering, delivering tailored solutions that drive operational efficiency and align with organizational goals.In my career, I've led initiatives to integrate and optimize Incident, Change, Configuration, and Release Management processes for financial services companies. Through a combination of ITIL best practices and process measurement, I enhanced capabilities and supported continual service improvement across their organizations.My experience extends to the aviation industry, where I documented and measured IT Networking processes during a major airline merger for both sides, ensuring seamless ITSM integration.Core Competencies:- ITIL/ITSM Expertise: Certified since 2003, with a deep operational understanding.- Process Engineering: Certified Process Design Engineer (CPDE) since 2011, with over a decade of experience.- Organizational Maturity Assessment: Utilizing CMMI for Services and ISO 20000 for compliance audits.- ITSM Tool Proficiency: Extensive hands-on experience with HEAT Software, HP Service Center, IBM Tivoli (Maximo), BMC Remedy, and ServiceNow.- Technical Tools: Proficient in MS PowerPoint, MS SharePoint, MS Visio for process modeling, MS Access for database prototyping, and MS Excel for collaboration, and data analysis.Bottom Line:I deliver scalable business process solutions from planning and design to implementation and measurement—efficiently, effectively, and correctly.

Listed skills include Itil, It Service Management, Integration, Process Improvement, and 43 others.