Roderick Lowe, Itil 4, Safe Agilist, Problem Mgt Certified Email & Phone Number

Chapel Hill, Nc, Us

Raleigh-Durham, North Carolina Area

Lead the Incident Problem Management process which extends across Health Care Quality Improvement System (HCQIS - government project) infrastructure support teams. Serves as a liaison between technical and non-technical departments in order to ensure that all targets and requirements are met. Ensure interactions across the HCQIS program that require a strategic approach to information extraction, communication, collaboration and research.

North Carolina

Manage CI Projects. Perform gap analysis to identify deficiencies in business processes and programs, and recommending adjustments to programs and/or processes. Lead cross-functional project teams formed to implement change and drive continuous improvement. Use appropriate problem-solving tools to provide rapid improvement with sustainable results. Ensure adherence to standard processes for data collection, documentation and reporting. Build project plan to CI projects, including resources, timeline, critical paths, etc.

•To take ownership and responsibility for the problem management process and policies and to ensure continual improvement •To take ownership and responsibility for the major incident process and policies and to insure continual improvement •Lead the investigation of problems, via a root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring •To implement planned and preventative maintenance to minimise incidents •Contribute to the development of the service management tool •Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis

Rtp

 Managed CLOUD Managed Services Critical Situation Incidents and Availability  Responsible for ensuring the IBM Standard Recovery Management Process Created CLOUD Critical Incident Manager Major Incident Process and documentation Implemented CLOUD Managed Services Metrics and Trending Analysis Responsible for Account Team, Senior Management, and Vice President Critical Incident communications Managed new CLOUD Customer Boarding, Performance Verification Testing, and Network Configurations Coordinated and Delivered CLOUD Root Cause Analysis for internal and external customer consumption Interviewed and trained various positions within CLOUD Managed Services roles

Healthy Bodies, Healthy Relationships, Holy; Responsible for the development and implementation of Health and Wellness programs, Youth Recreation Sports programs, Operations Management, Financial and Community Events (36,000sq ft facility)Coordinated and implemented Health and Wellness activities/eventsDeveloped and deployed Youth Enrichment Program

Rtp, Nc

 Supported the business and product strategy identified by the Product and Business Line Management forCustom Applications, which includes Archiving, Subsetting, Data Privacy and Portfolio Optimization  Provided tactical and technical details on how to execute on product features Based on the product strategy, defined and managed the requirements document, functional specification process, and regular development status monitoring  Performed competitive analysis, performed technical functional reviews, and provide Tier 2 tactical sales support. Assisted field teams develop best practices and solutions Product spokesperson at events and provided thought leadership

Lenovo AccountSelected to lead a complex and highly visible $2 million Lenovo contract accountContract scope included Data Center Operations, Help Desk/Call Center, Network Services, Systems Integration and Application Development and Maintenance component.Managed Linux and AIX web farm availability and Meantime to Recovery.Lead LAN, WAN, Cisco, and VOIP network management teamsLead call center and server/network farm in quality audits (FDA regulations, ISO Standards). Identified key elements of the audit process Owned online product entitlement warehouse application supported by Java and SAPPlanned and Supported Lenovo product announcements Achieved extraordinary Service Level Agreement (SLA) performance improvement Lead Executive and Director Conference, as measured by the Customer Survey demonstrated continual improvement. Performed the following using Microsoft products: financial planning, call center project management, and performance availability tracking.

Represented Operations as first point of contact for customer and account team concerns and questions.Represented Operations as the problem/change coordinator for the account.Advised Team Leads of upcoming problems/changes that require action from the operations staff.Ensured operations staff is prepared to handle changes or operations owned activities.Owned all account processes, procedures, and documentation.Assisted with driving severity 1 problem.

Represented Operations as first point of contact for customer and account team concerns and questions.Represented Operations as the problem/change coordinator for the account.Advised Team Leads of upcoming problems/changes that require action from the operations staff.Ensured operations staff is prepared to handle changes or operations owned activities.Owned all account processes, procedures, and documentation.Assisted with driving severity 1 problem.