Mike Payson Email & Phone Number

Los Angeles, Ca, Us

Burbank, California, United States

• Sr. Manager of the Records Center team• Lead effort to update team documentation, or create where none existed• Successfully lead project to switch Document Scanning & Storage Management vendor• Continued with responsibilities of IT Governance Manager (see below)• ServiceNow Manager• Lead project to implement ITSM tool ServiceNow, replacing previous ticketing toolo Provided oversight and guidance over process workflows, notifications, approval flows, form design, customer interfaces, license management, reports, etc. • Organized and lead teams in CMDB enhancements• Trained newly hired offshore Incident Manager teams in all ITSM processes, with a focus on Escalation processes, therefore helping to mature the team and prepare them to assume Manger on Duty responsibilities

Burbank, Ca

• Continued with responsibilities of IT Governance Manager (see below)• Established an SLA Compliance process and teamo Defined Response and Resolution SLA Goalso Facilitated monthly SLA Compliance reviews for continuous improvement• Redesigned and enhanced Escalation process including communication methods and channels, personnel to engage, etc.• Was a leader in the department’s TechOps team reorganization for enhancing/streamlining team capabilities with regards to Incident response and Change implementations• Lead the cross-departmental effort to align all departments on SLA/OLA expectations with client impacting issueso Identified Stakeholders and established channels of communicationo Defined and published Escalation Call listso Created reporting for client impact visibility and trending• SOC Audit management

Burbank, Ca

• Created and lead an IT Governance team to manage and enhance ITSM processes with a continuous improvement approach• Improved Change Management practices and ensured appropriate stakeholders were engaged and established cross departmental communication channels• Established weekly Problem Management meetings to review clients impacting issues and identify root causes as well as preventative actions• Initiated CMDB improvement efforts• Established a Capacity Planning Mgmt. team and facilitated the monthly meetings• Metric Reporting Specialisto Worked with senior leadership to define and create Executive summaries and dashboards to allow them to make informed decisions• Project Management

Thousand Oaks, Ca.

o Designed/Created Request Item form and workflow to enable customers to make Software License Mgmt requests on their own in ServiceNowo Interacted with Amgen's vendors to facilitate software purchases and downloadso Worked with SW vendors to facilitate accurate and streamlined processes, and ensure licensing rules and best practices were followedo Created and provided metric reporting on software license status and activities to upper management Ran queries in HP WebView, and exported to Excel creating pivot tables & chartso Collaborated with the SCCM team to manage Amgen’s quarterly Software Removal Program, ensuring unused software was removed and made available to users with a need  Facilitated quarterly Software Removal Program Stakeholder meetings with upper management Performed testing of software removal packages Reviewed and approved Software Removal Program communications to management and end users Created Power Point slide presentations for upper management using metric reports and dashboardso Assessed license needs for IT Infrastructure projects o Managed the Software Licensing Mgmt. request queue Fulfilled requests for software quotes, licenses, and software alternatives o Created, modified, and updated team procedural documentation as needed

Thousand Oaks, Ca.

o Collaborated with other Business Analysts to review proposed ServiceNow system and workflow changes to Request, Incident, Problem, and Change management modules, as well as the Service Catalog (SCRUM environment) Tested in QC (HP Quality Center), and provided results and feedback to developers Validated other QC testers’ scripts for accuracy, and provided guidance where necessaryo Reviewed current Service Desk processes, procedures, and workflows to look for streamlining, efficiency, and automation improvement opportunities Proposed and implemented Service Desk process and procedure improvements o Analyzed current, and created new, ServiceNow metric reports to determine Service Desk trends, discover opportunities for Desk Agent improvements, and validate Service Desk transition successo Ran, exported, and analyzed ServiceNow reports to create and track Service Desk KPIs in order to establish team and agent goals for service improvement and customer satisfactiono Reviewed current KPI reporting for relevancy, and provided feedback to management for KPI improvementso Created and maintained daily/weekly Service Desk KPI dashboards and slides for upper management presentationo Created/updated Knowledge Base articles for Service Desk personnel and end userso Analyzed Request and Incident ticket reports to search for Knowledge Base article opportunities Created, and proposed needed KB articles to management

Woodland Hills, Ca

o Collaborated across business units to provide feedback from customer tickets and improve Help Desk understanding of the desired business functionalityo Established and facilitated regular meetings with Help Desk and Client Services teams to facilitate knowledge transfers. This resulted in increased FCRs for Help Desk agents, enabling Client Services teams to focus only on issues requiring true Tier 2 & 3 supporto Improved monthly and annual customer satisfaction survey results through process improvement, decreasing response time, and improving trainingo Improved metric reporting for senior and executive management including all Help Desk data, Change Management reports, audit compliance and inventory, providing increased visibility to support business operations strategyo Improved SLA compliance by streamlining and automating processes. Trained new hires to ensure no drop in performance once onboardo Ensured all Desk team members were cross-trained, and Knowledge Base docs were created or modified as requiredo Designed and implemented an automated employee processing workflow to support hires, terminations, access requests, transfers and moves

Woodland Hills, Ca

o Collaborated with Business Stakeholders and IT Management to establish requirements, and design workflows and processes for Incident, Problem, Request, and Change modules, employing ITIL best practices Managed testing and quality control of new/modified configurations Implemented a Peregrine version upgrade establishing a development, test and production environment Created and distributed end user documentation Built scripts to create dynamic Dashboards for upper management Designed and implemented a self-service portal to facilitate customer requestso Collaborated with corporate project teams to transition ITSM tool from Peregrine to ServiceNow Validated business requirements, and examined potential risks and issues Ensured business needs, current workflows and configurations were transferredo Coordinated, configured, and implemented change/release approvals ensuring all stakeholders were advised in advance, and modifications were properly documented o Managed the change control processes and procedures, and maintained documentationo Scheduled and facilitated weekly Change Control meetings with upper managemento Collaborated with SDLC team to ensure Application Delivery Process (employed PVCS Tracker) and Change Control processes were in sync

Woodland Hills, Ca

o Established an off-shore Operations Support Team  Interviewed, selected, and trained a team of 20+ technicians to support the IT environment Created and maintained the required process & procedures documentationo Designed and implemented an automated Event Escalation Notification process on the company’s intranet siteo Supported batch cycle and computer operations Resolved batch cycle and operational issues Analyzed nightly cycles and processes • Implemented enhancements and streamlining where neededo Responsible for creating, modifying, and maintaining the company intranet webpages utilizing MS Front page and SharePointo Coordinated and facilitated daily Operations Review meetings with management, and created reports for same

Itil Foundations 2011 Certified, Itil Foundations 2011

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