Rob Cote Email & Phone Number

Richmond, Virginia, Us

As a CTSM Engineer, I am now responsible for reviewing, managing and remediating existing production problems and proactively identifying trends and potential problems to remove system related errors impacting CarMax Technology. I recommend process improvement activities as it relates to problem management and am responsible for the ownership and coordination of actions of the problems. I also help lead the Change Management Advisory Board, review RFCs, and partner with Requestors and Implementors to ensure RFCs are not in conflict of documented guidelines or other planned activities.

Bloomfield, Ct, Us

Team lead responsible for managing the Problem Management Learning Center and process documentation, hosting the enterprise Weekly Problem Management Review meeting, Root Cause and Closure Gate governance meetings, and leading IT professionals through quality execution and documentation of the Problem Management process to identify and eliminate risks to IT and business services with a customer focus.-Managed an average portfolio of 90 active Problems in HPE Service Manager and Service Now supporting service levels for all business and risk priority levels.-Led teams of IT engineers, Tech Leads and Service Owners through the planning and facilitation of up to 30 highly visible business critical problems from problem and risk identification and root cause and gap analysis, to task planning and execution, to see through the resolution of root cause and risk removal, and completion of all related tasks.-Facilitated incident post mortem meetings with key stakeholders for stability confirmation, risk identification, planning counter measures and measuring service quality for incident response in a 24/7 model, including daily presentations of post mortem and problem management findings to senior leadership for awareness.-Created and maintained Cigna Gold certified process documentation and job aids for process training, execution and operations.-Onboarded and trained new Tech Leads and Problem Coordinators on the Problem Management process quality and gating requirements for root cause and closure.-Responsible for written and verbal communications and escalations to all levels of IT leadership to create the proper awareness of decisions required to remove risk in a timely manner to avoid impact to customers and maintain the highest possible availability and security of IT services.

Springfield, Massachusetts, Us

Process Owner accountable for the overall process strategy and documentation and process manager responsible for the execution and completion of all process documentation throughout the lifecycle of the problem investigation: Problem Identification, Logging, Solution Identification, Requirements gathering, estimates, change implementation and lessons learned, including organization wide communication to stakeholders for initiation, status and closure. -Managed and facilitated a minimum of 12 active problem solves supporting service levels for a variety of critical financial and business operations applications for Life and Disability Insurance and Retirement Services.-Led and delivered on time an organization wide, 14 tract Tactical Project Plan within a 6 month timeline to address performance and stabilization problems within various infrastructure stacks including team creation, facilitation of requirements gathering, technical analysis, research, proposal, and implementation of solutions.-Accountable for the design, creation, governance and continuous improvement of the end to end Problem Management process and the training and knowledge documentation (workflows, policies, definitions, artifacts) on the enterprise Knowledge Portal.-Monitored, governed, and implemented the Problem Management process across IT Operations while driving adoption and leading the organizational change to the new process and tool.-Accountable for executing role as Problem Manager overseeing the end to end execution of all opened problems, including oversight of up to 40 active problems (local and centralized) required to meet audit standards.-Combined 2014 and 2015 Problem Management results included 83% of all opened problems leading to root cause and a permanent resolution.-Partnered with Hewlett Packard (HP) to design and roll out the Problem Management functionality within the HP Service Manager application per customer requirements, specifications and process capabilities.

Springfield, Massachusetts, Us

Selected to join the MMWay IT Operations Service Management organization as the interim manager of the Queue Management team to streamline and automate the queue management process to improve customer experience when engaging IT Operations for infrastructure and application requests.-Led the team of 8 queue managers through the MMWay lean transition to route all incoming customer demand into the IT Operations organization.-Led an effort to expand the IT Service Catalog by 50% to simplify customer requests, improve and enable self-service when requesting services from IT Infrastructure.-Led the team through onboarding Mainframe Services to provide improved optics and metrics into their demand for IT Management in week 1, a 300% increase in our team’s workload.-Developed proposal to decentralize the queue management team to better align with IT services organization wide, resulting in improved job placement of my entire team.

Springfield, Massachusetts, Us

Selected to join the MMWay IT Operations Pilot as a Queue Manager based on familiarity and knowledge of the application and infrastructure organizations to route all IT Service Requests to the fulfillment teams.-Conducted a Continuous Service Improvement review of the pilot Queue Management process.-Created a Continuous Service Improvement Log and registered all identified improvements to the process.-Appointed as Team Lead while onboarding Wave 2 of the pilot including an additional 25% of demand for IT Infrastructure Services.-Organizational Change Management Lead for rolling out the Queue Management process to the new pilot organization.

Springfield, Massachusetts, Us

Provided governance and training for production support operations across USIG B&TS to ensure consistent operations and quality while adhering to SOX guidelines and standard ITIL processes. Modeled the role of Change Champion for consistent adoption of ITE driven initiatives across the application organization.-Application Review Board (ARB) Process owner ensuring quality in all B&TS production application changes and adherence to process guidelines and SOX requirements; resulting in zero audit deficiencies for 2012.-Production Services Incident Communications lead, delivering incident communications to 900+ business partners.-Provided monthly report on incidents from change, notable incident summaries, and executive summary bullets on overall monthly assessment (BRM Report) of B&TS Production Services operational metrics.-Initiated the role of Production Support Specialist with project team providing ownership, consulting and training on the adoption of the role for inclusion into the SDLC process.-Local Problem Manager providing reporting, governance and facilitation of problem investigation meetings. Led level 3 resources to root cause identification.

Springfield, Massachusetts, Us

Managed IT operations and release management responsibilities for the FieldNet Operations Support and Development team to ensure the success and quality of business driven initiatives. Oversaw production support processes and responsibilities to maintain portal availability and prompt resolution of production incidents.-Developed “One Team Concept” proposal and presented to management of USIG Distribution. Objective was to create operational efficiency across the Distribution application development teams.-Liaison representing four Distribution teams for B&TS Service Delivery governance processes in a federated IT model.-Managed Baseline and BAU FieldNet Portfolio reducing response times to business requests by 50%.-Managed vendor relationship with FieldNet Mobile vendor UsableNet.-Improved IT relationships and contracts with vendors, enabling proper monitoring and production support execution for maintaining service levels. -Collaborated with vendor relationship managers to establish service level expectations during contract renewals with existing vendors and on boarding of new vendor applications.-Ensured adherence to SOX requirements for all production releases to ensure quality standards are met by creating one ARB meeting for the Distribution organization.

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Bachelor Of Business Administration (B.B.A.), Management Major