Matthew C. Eldridge Email & Phone Number

Currently bidding and implementing short-term contracts for process development and documentation, with the option to define policy implementation procedures.

Preston, Wa

Maturing the Change, Incident and Problem Management programs, and driving automation within all related processes moving forward.Responsible for the aligning all external service providers for Infrastructure and Applications, implementing newly defined SLAs as required by our business.Overseeing the Service Delivery program to align existing service standards and ensure that all are being met.

Preston, Wa

Driving improvement into the Information Security Program, as the primary interface for ensuring incident response, problem identification, and change implementation are conducted in a controlled and orchestrated manner. Ensuring ISO 27001 control compliance is a key strategy to enabling full alignment. Overseeing the employee training program, to ensure effective response to potential and actual threats to data security. Defining strategy for internal customers on required solutions to ensure effective security effectiveness.

Preston, Wa

Collaborating with multiple operational, training, product, and software development teams to design and implement an end-to-end Service Management function for the Information Security organization, in alignment with ISO 27001 standards.

Tacoma, Washington, United States

Defined and led the ITIL process improvement solution implementation for ITDefined and implemented the dedicated Major Incident Response PlanMigrated all IT Change Control tracking from SharePoint to a dedicated ServiceNow CM ModuleDrove improved CM Policy adherence across IT orgDrove implementation of the Automated Change Tracking solution

Tacoma, Wa

Problem Manager for TBI IT ‘Operational Excellence’:Designed and Implemented dedicated Problem Management process for all IT departmentsEngaged with Incident Management team to conduct full Root Cause Analysis for all Major IncidentsImplemented internal escalation protocol for effective Problem prioritizationDeveloped the ServiceNow 'Problem Management' module utilized for the Enterprise-wide RCA and problem elimination initiativeDrove 95% Successful Closure rate for Problem resolution across entire IT Service Management teamDirected weekly Problem Management overview with CIO and Senior Leadership teamImplemented internal KB solution for Service Desk to deliver Known Error workaround recommendations

Marketing Products & Services

IT / Operations Lead responsible for operations management, including product adoption, datacenter migration and Azure adoption.Planned and executed datacenter migration project to eliminate 2300 obsolete & underutilized Windows servers, eliminating $600k in hosting costs per yearCoordinated and implemented the replacement of 1000 on-premise Windows servers with Windows Azure cloud infrastructure, delivering a cost efficiency improvement of 35%Implemented project to increase Tier1 Ticket resolution by 23%, achieving an overall cost savings of $39,000Managed wide adoption of the Microsoft SCSM ticket management solution for Incident Management, Problem Management and Change Management by Microsoft.com OperationsImplemented a dedicated UAT Execution Service for role standardization & environment handoff across entire Online Services Management organization to achieve high degree of process improvementDesigned the end-to-end support model for onboarding the Microsoft Partner Incentive Program database systems to SQL AzureDesigned, implemented and managed multiple SharePoint sites for tracking project deliverables

Primary Problem Management Lead for the Microsoft IT ‘Operate Process’ design team: Designed and Implemented for designing ITIL-compliant SM & PBM engagement model for entire MS.com Operations Team Managed Problem Analyst team of five vendors supporting high-volume suite of internal Marketing applications with 95% CSAT Successfully implemented plan to reduce ticket volumes by 15% year-over-year across all MS.com Marketing properties via identification and elimination of recurring incidents Developed end-to-end Problem Management program to resolve Known Errors owned by multiple vendors Achieved 70% reduction in ‘Time To Resolve’ for the Marketing properties and subsequent Support cost savings via implementation of a plan to drive repetitive tasks down to Tier1 Managed recurring Problem Management report and reviewed results with Senior Leadership of MicrosoftITDrove Root Cause Analysis for MS.com site availability Major Incident during critical Windows Product Launch

IT/Operations Lead responsible for execution of Incident Management:Designed and Implemented end-to-end ITSM Support Model for implementation of a multi-Tiered Vendor-based solution for MS.com OperationsManaged team of Tier1/Tier2 support vendors to deliver timely incident resolution for all MS.com propertiesEditor/Manager of KB solution for MS.com Operations, personally authoring over 400+ articles for support teamPerformed Windows Server 2003 system configuration, administration and monitoring management in Enterprise environment

Kirkland, Wa

Provided technical support to private users for Windows 98 systemsProvided technical support to business users for Windows 2000 systemsDemonstrated proficiency in MS Office (Outlook, Word, Excel, PowerPoint, Project)