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.

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.
• 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

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.

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.

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.

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.

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.
• 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.

Itil Foundations 2011 Certified, Itil Foundations 2011

Education record