Lead our IT Service Management Units which are responsible for executing and managing the ITSM strategies across the division. Provides leadership to teams that own and manage ITSM processes, support the computing infrastructure, and provide support to end-users. Provide governance to balance the key components of a mature service management environment: people, process and technology. Lead Units to ensure services are cost-effective and continually add value to the organization.-Incident Management process used to return service level to normal as soon as possible.-Event Management process used to monitor the services I/S offers and taking action when one fails.-Request Management process used to accept, classify and handle service requests.-Knowledge Management process used to document processes, procedures, and troubleshooting activities to improve the efficiencies and effectiveness throughout the entire I/S Division.Management of Service Support, Service Delivery Functions and IT Operations FunctionsService Desk - handles incidents and requests and provides an interface for other ITSM processes. Computer Operations – handles event management, job scheduling, backup and restore, network monitoring, system monitoring, database monitoring, storage monitoring.Request Management - provides life-cycle management of all service requests and keeps customers informed of progress.Knowledge Management – manages the creation of documents to troubleshoot technical issues throughout I/S.

Manage technologists specialized in troubleshooting and resolving level II support infrastructure incidents and escalating repairs. Partners extensively with all technologist domains on resolution of all issues within I/S. Manage Technologists who specialize in the Administration and Configuration of our ITSM management tool (CA Service Desk.

Lead a staff of technologists who provide leadership and support for middleware and transaction processing systems. The categories of software that are supported by these technologists include messaging, web/media server, Java application server, managed file transfer, Electronic Data Interchange (EDI), transaction processing, service oriented architecture infrastructure, and tools to support and maintain these technologies. Responsible for planning and executing technology upgrades, migrations, and improvements to ensure a high performing and reliable infrastructure.

Windows 95 Support