Kimberly Gibbs Email and Phone Number

ITIL 4 Managing Professional and ITILv3 Expert working toward ITIL Master. Experienced IT Manager excels at executing projects throughout the full-service life-cycle using ITIL best practices, PMI project management, and ISO 9001/20000-1 standards in an Agile environment. Partnering closely with customers as a conduit to technology and strategy teams to deliver critical initiatives. Adept at communicating advanced technical processes and procedures in common language.Core Competencies:- IT Service Life-cycle Management - Process Optimization and Implementation - Requirements Analysis- Customer Satisfaction - Training and mentoring - Auditing - Quality Control - Analytical thinkerAccomplishments:• Implemented Risk Management process. Managed and maintained the Risk Register which allowed all stakeholders accurate insight into measured and quantified risks leading to the valuation of risks. Being able to see the cost vs severity of each recorded risk allowed more accurate prioritization and greater return on investment (ROI).• Created and implemented QASP/Quality Control Plan using ASQ methodologies which created a baseline for IT service management and a means for future measurement leading to a higher percentage of compliance to customer/federal government requirements.• Implemented the Service Request (SR) process based on ITIL Service Operation best practices resulting in a more succinct and consistent customer experience as quantified by a decrease in pending and overdue SRs. • Achieved quantifiable enterprise business value and minimized financial expenditure on incident resolution and request fulfillment by populating Self Service Portal with tier 0 knowledge articles to be used by the customer’s general population for solving issues without having to contact the service desk.• Created and conducted ITSM process training for international IS team members and Service Desk Analysts, including team members in Japan, Australia, the UK and the Philippines.