Kevin Lisboa Email & Phone Number

Greater Charlotte, North Carolina Area

Beaumont, California, United States

Works with the Consulting Practice Partner to oversee the development and management of the IT Service Optimization and Automation offering (ITSOA). This included ITIL/ITSM consulting practices along with Event Management Automation solutions and Supplier Integration and Management. Responsibilities include the generation of the sales and delivery collateral, leading new sales efforts and client responses, and developing cost models. Respond to client Requests for Proposal/Information (RfP /… Show more Works with the Consulting Practice Partner to oversee the development and management of the IT Service Optimization and Automation offering (ITSOA). This included ITIL/ITSM consulting practices along with Event Management Automation solutions and Supplier Integration and Management. Responsibilities include the generation of the sales and delivery collateral, leading new sales efforts and client responses, and developing cost models. Respond to client Requests for Proposal/Information (RfP / RfI). Evaluate complex data, systems, and processes to find inefficiencies, analyze weaknesses, and security threats. Provide comprehensive recommendations based on industry trends, technology trends, and/or ITIL framework. Present findings in comprehensive presentations to Business and IT leaders, including C-Suite executives. Show less

Beaumont, California, United States

Oversaw the Service Management delivery practices for the Commercial Healthcare & Life Sciences (17 Accounts) and Consumer & Retail (26 Accounts) industries. Facilitated communication and collaboration between assigned industries and AMS Service Management Provided mentoring, management, and support of assigned Account Service Managers (ASM’s) within industry-aligned accounts Single point of contact (SPOC) to industry-aligned leaders for supported AMS Service Management processes… Show more Oversaw the Service Management delivery practices for the Commercial Healthcare & Life Sciences (17 Accounts) and Consumer & Retail (26 Accounts) industries. Facilitated communication and collaboration between assigned industries and AMS Service Management Provided mentoring, management, and support of assigned Account Service Managers (ASM’s) within industry-aligned accounts Single point of contact (SPOC) to industry-aligned leaders for supported AMS Service Management processes (Incident, Problem, Change, Release, and Configuration, Service Level, Continuous Service Improvement, and Situation Management) and related escalations Detected, tracked, and oversaw remediation of deviations related to AMS Service Management portions of the “account plans of record” with industry-aligned accounts Participate in Peer, ISR and Transition and Transformation (T&T) reviews for assigned industry pursuits as well as participate in T&T hand-off to steady state (Future Mode Operation - FMO) delivery acceptance review for aligned accounts Developed, implemented and managed a standardized process for the purposes of providing account-to-industry based reporting across previously disparate data sources (Service Excellence Dashboard, Critical Incidents, Changes and Service Level Performance) Jointly developed and implemented a process to track AMS Service Management deal opportunities, their designed solutions, AMS Service Management labor demands, contract value, and other key characteristic for the purposes of solution-to-signature auditing, deal-to-delivery evaluation, and future cost modeling planning. Show less

Beaumont, California, United States

The Account Service Manager (ASM) has end-to-end accountability for Service Management ITIL processes, standards and strategic direction in support of new and existing services, delivered to HP customers. They are the central point for all processes and interaction to the ITIL processes. This encompasses the implementation, execution and continuous improvement of client-delivery processes. The ASM will have the appropriate level of authority within customer accounts to maintain the… Show more The Account Service Manager (ASM) has end-to-end accountability for Service Management ITIL processes, standards and strategic direction in support of new and existing services, delivered to HP customers. They are the central point for all processes and interaction to the ITIL processes. This encompasses the implementation, execution and continuous improvement of client-delivery processes. The ASM will have the appropriate level of authority within customer accounts to maintain the compliance and success of the ITIL processes. Build and maintain an appropriate level of customer relationships in support of Account Delivery leaders and SM Processes. Monitor and identify service improvement opportunities. Show less

Fort Worth, Texas, United States

Lead a “virtual” team of project managers to implement a new global standard practice to help improve service delivery relative to Incident and Service Request management. Program deployed process measurement procedures to identify key lifecycle bottlenecks to ensure proper handling of all open Incidents or Service Requests Coordinated with global leaders within Hewlett Packard’s Service Desk organization to ensure this service was understood at all levels of leadership and delivery so… Show more Lead a “virtual” team of project managers to implement a new global standard practice to help improve service delivery relative to Incident and Service Request management. Program deployed process measurement procedures to identify key lifecycle bottlenecks to ensure proper handling of all open Incidents or Service Requests Coordinated with global leaders within Hewlett Packard’s Service Desk organization to ensure this service was understood at all levels of leadership and delivery so goals and objectives were aligned for success Work with the Global Lifecycle Management Centers to ensure ongoing and consistent standard quality support by Incident Lifecycle Coordinators Ensure service was included in all relevant Service Desk Portfolio, Presales and T&T material, and that the relevant people are trained Responsible for establishing strategic global facilities (AMS/EMEA/APJ), partnering with site leaders to build out facility, ensure resources were hired and trained, and site had access to forecast of upcoming capacity needs Establish standard project methodology for implementation of this service to ensure consistent and repeatable implementations for each and every client Show less

Fort Worth, Texas, United States

Engaged by HP leadership to help turn around client escalation on under-performing Service Desk operations Lead transition project to relocate Global Service Desk from third party vendor location in Pune, India to HP managed facility in Bangalore, India within 120-day timeframe. Globally deployed Self Service Password Reset solution to reduce calls to Service Desk and enhance end user self-support. Provide weekly status reports to key internal leaders and client executive leaders regarding… Show more Engaged by HP leadership to help turn around client escalation on under-performing Service Desk operations Lead transition project to relocate Global Service Desk from third party vendor location in Pune, India to HP managed facility in Bangalore, India within 120-day timeframe. Globally deployed Self Service Password Reset solution to reduce calls to Service Desk and enhance end user self-support. Provide weekly status reports to key internal leaders and client executive leaders regarding progress, issues, risks and mitigation strategies Operated as primary backup to Global Service Desk Leader, handling daily operational issues and escalation for four regional desk locations that encompassed over 100 front-line agents and supported more than 30,000 employees worldwide. Worked closely with regional Service Desk Site Leaders to review operational performances, analyze reports and advise on process enhancements to fix non-compliance Reviewed core ITIL components for areas of opportunities and work with component owners on programs to improve service delivery (Incident, Change, Problem and Configuration Management) Engaged with project teams to reduce impact of poorly implemented projects that adversely affected Service Desk ability to quickly answer and resolve user issues Show less

Fort Worth, Texas, United States

Responsible for managing all services customer's have signed up to receive from HP. Primary focal point for all day-to-day delivery issues/escalations. Maintain key relationships with directors and company executives about current issues, as well as to inform them of opportunities for improving the existing environment.

Phoenix, Arizona, United States

As a Transition Project Manager for HP, the primary task is focused on standing up new customer services based on contractual commitments between HP and its customer. The main thrust of transition work focuses around reporting commitments and ensuring effective and accurate automated and manual production of committed deliverables. Standing up these customer deliverables involves detailed analysis of contractual requirements, understanding data sources for content, ensuring connectivity of… Show more As a Transition Project Manager for HP, the primary task is focused on standing up new customer services based on contractual commitments between HP and its customer. The main thrust of transition work focuses around reporting commitments and ensuring effective and accurate automated and manual production of committed deliverables. Standing up these customer deliverables involves detailed analysis of contractual requirements, understanding data sources for content, ensuring connectivity of tools to data warehouse environments, data source and deliverable ownership and customer acceptance of structure and content. Implemented or managed escalations for the following customers: Starwood Hotels General Motors (GM) Cadburry Schweppes PepsiCo Cyclone/Axway KPMG Weyerhaeuser Show less

Phoenix, Arizona, United States

Functioned as a "utility player" or "jack of all trades" for the Infrstructure organization. Primary responsiblities were around co-managing outsourcing relationship and managing daily escaltions between service desk and customers. Local SME for help desk environment and standard support protocol. Assembled, analyzed and presented global IT KPI Metrics to CIO, directors and other leadership staff within the IT organization. Performed routine detailed analysis and trending of problems… Show more Functioned as a "utility player" or "jack of all trades" for the Infrstructure organization. Primary responsiblities were around co-managing outsourcing relationship and managing daily escaltions between service desk and customers. Local SME for help desk environment and standard support protocol. Assembled, analyzed and presented global IT KPI Metrics to CIO, directors and other leadership staff within the IT organization. Performed routine detailed analysis and trending of problems resulting in identification of broken processes that were evaluated for improvement. Long term success of these efforts allowed for the reduction of time needed to resolve customer issues. Other duties included Project Server and SharePoint Team Services administration, plus other duties as assigned. Show less

Sheridan, Oregon, United States

Bachelor Of Science - Bs, Business Management

High School Diploma, Humanities, 3.95