Rick Sanders Email & Phone Number

Indianapolis, IN, US

Orlando, FL, US

• Operated as Major Incident Commander for all Priority One-level incidents worldwide (24x7x365).
• Redefined Incident Management organizational framework to align with ITIL and ITSM practices.
• Developed and implemented both critical and major Incident Management organizational frameworks.
• Redefined Incident Management, critical incident, and major incident management SOPs.
• Defined all Incident Management KPIs, SLAs, process workflows, and RACI matrices.
• Developed all Incident Management performance analytic dashboards, widgets, and reporting within ServiceNow.

Spokane Valley, Washington, US

• Managed both Service Desk and NOC managed service lines.
• Operated as Major Incident Commander for all Priority One-level incidents (24x7x365).
• Redefined Incident Management organizational framework to align with ITIL and ITSM practices.
• Defined all Incident, Event & Problem Management KPIs, SLAs, process workflows, and RACI matrices.
• Developed all Incident Management performance analytic dashboards, widgets, and reporting within AutoTask.
• Conducted post-incident review meetings to determine root cause.

Casablanca, Grand Casablanca, MA

• Assisted with redefining and implementation of new organizational framework for service desk organization.
• Defined, hired, and implemented the help desk support team.
• Managed 12 direct reports over four U.S. time zones.
• Defined, implemented, and provided all service desk phone and ticket KPI reporting and analysis.
• Provided the last line of defense and escalation support to all technical resources.
• Acted as major incident commander for all Priority Level 1 incidents nationwide.

Kansas City, MO, US

• Maintained daily oversight of all support functions to ensure SLA attainment and performance metrics were within scope.
• Provided the last line of defense and escalation support.
• Defined and implemented organizational framework for the service desk organization, all service desk phone and ticket KPI reporting and analysis, and all process workflows and support of SOPs.
• Provided oversight of event and patch management activities.
• Assisted in drafting a service continuity and disaster recovery process plan.
• Managed the operational expense budget.

Indianapolis, Indiana, US

• Assumed daily oversight of all support functions (Tier 1 to 3).
• Provided last line of defense and escalation management support.
• Defined and implemented organizational framework for the service desk organization, all service desk phone and ticket KPI reporting and analysis, and process workflows and support of SOPs.
• Developed, implemented, and managed an asset inventory management process and system.
• Facilitated vendor and software license management.
• Acted as nationwide major incident commander (24 / 7 / 365).

Norwalk, Connecticut, US

• Built the entire network infrastructure from the ground up.
• Facilitated Microsoft Server 2003 / 2008 administration.
• Active Directory and Group Policy administration.
• Commvault Data Backup administration; Microsoft Exchange 2007 administration; and Microsoft Windows XP / Vista/ 7 administration.
• IT asset inventory management.
• Trained all business units on IT policies and procedures.

Palo Alto, CA, US

• Supervised all computer customization staff.
• Built and configured all U.S. Department of Defense and commercial laptop, desktop, and servers.
• Served on the quality control team.

Itil V4 Foundation

Comptia Network+

Comptia A+

Bachelor Of Science - Bs, Psychology

Associate Of Science - As, Computer Science