Ronald Barton Email & Phone Number

• Ensured that standardized methods and procedures were used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service.• Worked effectively with all teams to ensure all changes are assessed, approved, implemented and reviewed in a controlled manner.• Formulated implementation and communication plans for clients, management teams, systems / DBA teams, open systems and all others involved. • Developed and maintained maintenance window calendars for future changes.• Facilitated handling of all changes and maintained the proper balance between the need for change and the potential detrimental impact of changes.

Lake Mary, Florida

• Customer solutions and problem solving experience working with a variety of technical disciplines including research and problem solving skills• Facilitated the resolution of high severity incidents impacting Convergys agents, users and/or systems across a global enterprise. • Ensured incidents were resolved in a timeframe consistent with the service level agreements. • Responsibilities included diagnosing the issue; systematically troubleshooting; engaging all appropriate parties; providing oversight and coordinating the investigation; and notifying and escalating as required.• Supported systems and infrastructure for over 100 Convergys clients globally• Team lead for CMS reporting and client ticket follow-ups.