Randy Robinson Email & Phone Number

Chattanooga, Tn, Us

Greater Chattanooga Area

As an experienced IT Service Management (ITSM) & ITIL Certified Leader, I am open to remote full time or contract opportunities that leverage strong subject matter expertise. I recently rolled off of a series of unique startup projects and am looking for my next opportunity to make a positive impact. Feel free to reach out and connect if you believe I can add value to your organization or you know someone who would benefit from my expertise. ▪▪▪ CERTIFICATIONSServiceNow Foundations, ITIL v3 Managing Across the Lifecycle, ITIL v3 Operational Support and Analysis, Continual Service Improvement Planning, Protection, and Optimization, ITIL v3 Release, Control, and Validation, ITIL v3 Foundations

I enjoyed partnering with a technical colleague on the creation of a new B2B / B2C application for advanced lunar phase tracking. My role included the management of incident reports and I took charge of identifying root causes to ensure rapid problem resolution. In addition to my other duties, I directed change management initiatives, collaborating to implement new features and bug fixes. I also had the opportunity to design and build a 26-language translation tool to reach international customers. Wearing a separate hat, I architected and launched an EZ Home Control offering (iOS/Android/Windows) that integrated home devices via smart technology. During this time, I held oversight for diverse business aspects of these early-stage startups after spending many years as an ITIL leader in a large enterprise environment.SELECT ACHIEVEMENTSProvided business oversight as startup company grew multi-national customer base to 20K users; established procedures to manage roll-out, upgrades, and bug fixes, leveraging multiple ITIL principles. ▪▪▪Managed service releases, collecting and cataloguing tickets for optimal prioritization; conducted post-incident analysis, rectifying language translation incidents to improve user experience and optimize online reputation.

Chattanooga, Tennessee, United States

I led an Application Managed Services & Consulting team and spurred the growth of a newly formed Customer Solutions Consulting group. My role included IT service oversight for hundreds of software products and I also directed application portfolio management (APM) efforts. As Senior Consultant, I drove the adoption of ITIL strategies to maximize system performance. I had the opportunity to develop new processes to track key performance indicators and triage service tickets. I was able to lead the creation of specific categories for implementation of departmental chargebacks that resulted in significant cost containment. I met often with executives and recommended the sunsetting of inefficient and redundant solutions. SELECT ACHIEVEMENTSAnalyzed operational processes, driving vast improvements in productivity, quality, and service; relayed a wide range of departmental specifications to IT while translating complex technology concepts to business users.▪▪▪Spearheaded application portfolio management efforts, classifying product inventory and defining service levels based on availability, reliability, and performance; build cost models, assessing direct and indirect expenses.▪▪▪Divided process of assessing distributed systems and web-based applications into smaller segments to achieve improvements across the development lifecycle, streamlining IT Services for optimal performance. ▪▪▪Led initiative to develop robust classification and monitoring systems for improved visibility resulting in greater organizational efficiency; yielded significant improvements in incident, problem, and change management.▪▪▪Initiated prototype creation for highly successful mobile claims management application; pitched initial idea, gaining team buy-in to hackathon competition that resulted in formation of new solutions group.▪▪▪Met with department heads to understand objectives and build user stories for creation of cost saving self-service solutions.

During this time period at UnumProvident and Unum, I provided day-to-day direction to the enterprise architecture staff. I performed detailed data analysis to identify trends and assessed information pertaining to internal system usage. I enjoyed establishing best practices related to systems development and integrations as the organization grew through customer expansion and M&A activities. In addition, I held responsibility for development and rollout of a Cloud-based workforce collaboration suite. The scope of my role included interfacing with vendor (Microsoft) and ensuring adherence to project SLAs throughout complex implementation. SELECT ACHIEVEMENTSTook charge of multiple system integrations impacting call center operations, business communications, and self-service; directed roll out of enterprise APIs supporting both internal and external users.▪▪▪Designed internal mobile device strategy, taking charge of comprehensive plan to sync email, calendars, and internal networks; initiative resulted in significant improvements to corporate efficiency.▪▪▪Ensured on-time delivery and maintained operational oversight to meet service level agreements (SLAs) in a dynamic environment; provided team supervision and ITIL thought leadership, earning recognition for performance. ▪▪▪Promoted from initial role in application development to lead IT Operations and Enterprise Architecture based on ability to effectively direct teams, leveraging education and hands-on skills in software engineering.▪▪▪Encouraged a highly collaborative environment that fostered team motivation; regularly orchestrated staff meetings, ensuring critical deliverables were achieved on-time and within budget.