Global Services Problem Manager
Current- Train and mentor Infrastructure Management Team contributing to a 37% reduction in Major Service incidents over 3.5yr period- Streamlined L1-L2 and L2-L3 support procedures and processes leading to 278% increase in reported proactive problem tickets- Developed and implemented new Post Mortem Incident Review procedures resulting in customer satisfaction survey scores increasing from 82 in 2016 to 94 in 2018.- Lead team which reduced open problem tickets from 8000+ with up to a 7+ yr age to under 300 active tickets in first 6 months as Problem Manager- Project owner in leading Service Management team responsible for migrating Problem Module of our Global ITSM Tool Service Hub to Service Now from planning (1st Qtr 2018) through normalization stage (3rd Qtr 2019).- Created and executed plan to automate monthly reporting of PMIR statistics as well as Problem KPIs resulting in savings of 75+ man-hours per month
