Michael Shedlock Email & Phone Number

Brunswick, Oh, Us

United States

The IT Service Management and ITIL Process Subject Matter Expert for the Infrastructure Support Services group at the FDIC.

Nasa Glenn Research Center

Acts as the subject matter expert and contract team lead for the Office of Cybersecurity Services ITIL program. Is responsible for the successful implementation and continuous improvement of IT Service Management related activities and structure, including development within ServiceNow.- Designs new ITIL Processes- Matures existing processes- Provides ITIL process coordination- Provides ServiceNow coordination and design- Establishes Service Measurement KPI and Reporting structure- Continuously increases industry ITIL expertise- PACE Contract Team Lead

Senior Manager in the IT Service Management Office(SMO). Direct responsibility for the success and outcome of all ITIL Service Transition processes (Change, Release, Knowledge and Configuration Management).

Front Line Manager responsible for development and overall management of the Service Delivery functionality of ITD Customer Support. Develops, monitors, and improves Service Catalog encompassing the operating procedures and processes of all ITD Customer Support Functions(Incident, Service Request, Service Level Management, Service Catalog, Service Desk IVR). Application Manager for the IT Service Management tool (Ivanti ISM/HEAT) which includes, release development cycles, operational support and vendor upgrades/maintenance.

Cleveland/Akron, Ohio Area

Manager for the IT Problem Management Team. Responsible for assuring that critical technology incidents have an identified root cause and that teams within Key Enterprise Technology are taking actions to prevent reoccurrence. The Technology Problem Management group also tracks and reports of problem analysis trends, pro-actively suggests areas that if addressed, would lead to fewer technical and application problems reported at Key.

Change Management Process Owner for GXS. Responsible for performance and outcome of the ITSM Change management process. This includes process roadmapping, continuous improvement planning and process design and analysis. Chair of the Change Advisory Board.

Manager for the ITIL Process Owner group at National City Bank. Responsible for the deliverables of the Request, Incident, Change, Problem, Knowledge, Service Level and Configuration Management processes for a large IT organization. Chair of the Service Management Office Center of Excellence.

The designated management representative with the ultimate responsibility and authority for the results of the Incident and Problem Management Processes. Ensures that the business objectives are properly managed and supported by the processes. Duties include the designing and maintenance of all training materials and classes, establish and govern policy and standards, gathering business requirements for enhancement and defect tracking and creating communication plans and strategy for all owned processes.

Conducted analysis on high call volume issues received by the Technical Service Desk. Communication with personnel within all lines of business in order to identify the cause and facilitate a resolution. Authored and maintained central knowledge repository for technical issues. Acted as the central point of contact for all knowledge documentation for Information Services.