Paul Irizarry Email & Phone Number

Chicago, Il, Us

Vernon Hills, Il, Us

Lead Advisory consultant in Digital Transformation, IT Portfolio development most of the ITIL Practices, among them Incident, Request, Change, Problem, Knowledge, Asset, Service Configuration, Portfolio and Supplier Management, etc. Service Desk and Support model optimization. A proven record of improving IT team performance more than 50%, resulting in significant cost savings.

Vernon Hills, Il, Us

Offering Business Process Consulting leveraging multiple frameworks and methodologies - (ITIL, Lean Six Sigma, Project Management and Knowledge Centered Services -KCS, etc.) ensuring that solutions are infused with industry practical and sustainable practices while leveraging ServiceNow capabilities.

-Tyson: Lead of Special Projects, ITSM & Service Improvement: Lead improvement initiatives and large-scale IT Infrastructure projects. -Hillshire Brands: End User Services (Shared Services) & ITIL Processes Sr. Manager: Manage IT Help Desk, Deskside Support, VIP Support, Printing Services, and ITIL processes of Incident, Critical Incident, Problem, Change, Root Cause Analysis, Request Management, and Support Design and Transition Management processes.• Managed End User Services, directing 45 team members with Hewlett Packard (HP) as Service Provider, increasing speed to resolve, Root Cause Analysis of persisting issues. Improved KPIs.• Improved support efficiency over 15% by building and improving several IT Support Models.• Innovated key IT programs by authoring processes for IT Vendor Management Office, Mergers & Acquisitions, Critical Incident Management, Change Management, DR Testing, Vulnerability Management, Executive Support, Problem Management, among others, increasing maturity and sustainability.• Deployed Enterprise IT Knowledge Management (KM), increasing resolution, in some cases over 55%, while lowering costs. • Implemented IT Change Management in 4 months by partnering with IT stakeholders while adopting and adapting best practices.

Oversaw the Help Desk and ITIL processes of Incident, Critical Incident, Problem, Change, Root Cause Analysis, Request Management, and Support Design and Transition Management processes. Supported FDA audits.• Deployed IT Change Management in 5 months, partnering with IT stakeholders, while adapting and implementing best practices.• Created KPIs for the Wipro outsourced Help Desk, resulting in improved visibility. • Designed training for Business Relationship Managers that embraced ITIL recommendations improving role efficiency.

- Director ITIL Process:Implemented ITIL Best Practices in the Retail Market. Helped win the expansion of the Help Desk into the McDonald’s Latin America division.- Director of Operational Excellence:Led Support Transition, Knowledge Management, Training, Customer Escalations, and Tier 2 teams for McDonald’s US, UK, China, IT Support Help Desk - 600 agents. Supervising work of approximately 30 team members.• Achieved reduction of Call Handling Time of over 20% by improving Knowledge Management and automating ticket creation processes, resulting in approximately 10% fewer agents.• Redesigned agent training curriculum, realizing shorter and more thorough skill building and better agent performance.• Designed and implemented Knowledge Management, using ServiceNow. Nominated for Innovation of the Year in the ServiceNow Knowledge12 user conference.• Increased resiliency of the Desk by authoring Desk’s Disaster Recovery plan.

Redwood City, Ca, Us

Deployed and managed IT Help Desk – 30+ agents, with in-shore (US) and off-shore (India) Service Centers. Outsourced to TCS. Owner of IT user communications and Incident, Critical Incident, Request, and Access Management processes. • Deployed Help Desk on time, on budget, and meeting KPIs by creating comprehensive project plans and partnering with stakeholders.• Improved management of customer’s expectations by creating Incident Communications Guide.• Increased resolution capability of Service Desk by implementing Knowledge Management and enhanced training.

Blue Bell, Pennsylvania, Us

- Sr Service Delivery ManagerManaged IT Infrastructure outsourcing contracts $50M+ (Eli Lilly, Baxter, Pharmaceutical, etc.). Developed Executive Support Program, User Self Service utilities. 100+ team. Transformed Outsourcing programs from “in risk”, into reference, profitable programs, resulting in early contract extensions.- Senior Director of Outsourcing Sales Support Directed Sales Support Midwest division with opportunity pipeline of $300M in sales. - Latin America PMO, Sr Project ManagerRan strategic projects in Division. Turned around problem projects. Deployed Sales Force Automation (SFA) in Latin America using Siebel SFA. Managed e-business COE. Winner CEO Award for Excellence.- Sr Project ManagerLed systems integration projects, banking, insurance, public sector, and imaging.

Masters, Public Administration: Program Management And Hr

Knowledge Centered Service (Kcs), Knowledge Management

Certified: Itil 4 Managing Professional, Itil 3 Expert, Itil 3 Intermediate, Itil 3/4 Foundations

Scrum Master, Agile

Six Sigma, Green Belt