Peter Garrison Email & Phone Number

Nyack, NY, US

Hanover, MD, US

• Managed and transitioned ten of Home Depot's organizational units into ServiceNow
• Met with the business units to understand their current ITSM processes.
• Developed an Agile project plan for each of the business units and built a timeline for their transition to ServiceNow.
• Formatted and loaded all the relevant data into ServiceNow.
• Trained the business units on Home Depot’s incident, change, and problem management processes.
• Analyzed trend data and created new request items

Charlotte, North Carolina, US

• Lead Change Manager directing twenty change managers globally
• Ensured that agreed and standardized procedures for the change management process were followed by operations and vendors.
• Determined ways of minimizing change-caused outages.
• Communicated SLAs and other change-related stats at weekly and monthly customer operations conferences.
• Reviewed and updated change-related process documents.
• Worked with ServiceNow architects to standardize the change management module.

Tampa, FL, US

• ITSM Consultant engaged in a Global Service Management and Service Desk transformation project
• Advised on industry best practices for service desk and service management teams.
• Attended meetings with the customer and the IT service provider to advise on a transition to a new ticketing tool
• Identified gaps in existing change, incident, and problem management processes and documented ITIL best practices
• Trained and facilitated a new change management process
• Presented bi-weekly status on a transformation project to Directors and CIO

Blue Bell, Pennsylvania, US

• Client Delivery Executive for Heineken North American Business.
• Managed SLAs, KPIs, cost governance and continuous improvement across all contracted service lines
• Lead delivery support teams and provided vendor management support for onshore and offshore teams.
• Reviewed, updated, and constructed new process documents
• Identified areas for growth and provided solutions to the client
• Conducted quarterly business reviews

Plano, Texas, US

Transition Service Manager Lead for NTT DATA Services largest win ever in the Financial Services organization. A 295-million-dollar project.  Reviewed the contract and statement of work and developed a service management roadmap for the project Presented weekly status reviews for the customer and leadership teams Negotiated SLAs and constructed an SLA.

Plano, Texas, US

Global Delivery Lead for a Service Management team of 4 members supporting two healthcare systems with 100,000 + users. Maintained client relationships, and service level agreements of 95% or better while being named the 2018 STAR award recipient. A Customer-facing role directly interacting with C-Suite Executives. Maintain HIPPA Compliance Facilitated.

Plano, Texas, US

Global Delivery Lead for New York City’s third-largest health system and the United States leading provider of home respiratory services. Maintained aggressive SLAs of 98% and higher. Maintained HIPPA Compliance. Heavily involved in a large-scale project transitioning a service desk from the United States to Mexico and migrating the ITSM tool from Remedy.

Armonk, New York, NY, US

Led an automation team with a 2-year roadmap to upgrade all automation and monitoring for IBM’s largest commercial account. Involved in a project to patch and bring firmware up to current levels on over 5000 Unix and Linux servers. Tower Manager for Wintel, Unix, Monitoring, and Backup support teams  Managed customer escalations and small projects for.