Scott Thatcher Email & Phone Number

Marietta, Oh, Us

United States

• Implemented KCS methodologies and generative AI to enhance user experience and satisfaction.• Led initiatives to optimize knowledge management processes using BMC Helix and IBM Watson.• Streamlined knowledge lifecycle and improved overall efficiency within the organization.• Supporting user understanding of our service catalog via knowledge enhanced support and guides and from the perspective of user experience, reducing jargon and IT wording that business employees may not appreciate or understand.• A 58% boost in knowledge utilization generated substantial cost avoidance, with an average of $97,000 to $191,000 avoided monthly through self-help resource utilization.

Princeton, New Jersey, United States

• Led the development and implementation of a comprehensive Knowledge Management program, incorporating ITIL best practices and leveraging ITSM Platform Analytics and Business Intelligence to drive Continual Service Improvement.• Implemented a Modern Analytics Approach to Continual Improvement, focusing on user experience analytics and dual loop/KCS approach.• Developed a CSI Register/Backlog approach for visibility, priority, funding, and measured improvement across the estate.

• Managed global IT knowledge operations at Solvay, focusing on knowledge value extraction and employee empowerment.• Defined and executed strategies for efficiency improvements within the organization.• Led initiatives to enhance digital technology capabilities and streamline processes for global impact.• Built the knowledge and Continuous Service Improvement (CSI) practice at our SIAM relying on Jira and Agile Methodologies

United States

• Spearheaded the integration of regional IT staff from Cytec legacy, collaborating with cross-functional teams to streamline support organizations and negotiate helpdesk integration with a managed services partner, ensuring alignment with ITAR compliance requirements for service desk support.• Leveraged agile methodologies to deploy digital tools, streamlining user support through an omni-channel model with an emphasis on compliance and cost optimization.• Managed the deployment of applications, prioritizing continuous improvement and ensuring compliance with ITAR/EAR security standards and audit requirements.•Oversaw vendor selection and management for helpdesk and server support, incorporating ITAR compliance requirements into contracts for infrastructure, location, and audits. I ensured we had vendors in place who had a deep understanding and respect for compliance, audit-ability.

United States

• Cultivated and managed key business relationships for server, computer, and IT services, identifying and pursuing new business development opportunities while prioritizing compliance and data security.• Collaborated with outsource partners to ensure operational excellence in service delivery.• Ensured seamless IT service delivery to diverse business units across North America, including meticulous preparation, execution and response management for compliance audit execution and finding remediation.

United States

• Managed infrastructure for 10 locations, serving as primary IT escalation point and supporting global ticketing/change system operations.• Played key role in corporate-vendor service desk relationship, incident and problem management, and server operations.• Achieved seamless operations and efficient support for Solvay Information Services, ensuring smooth IT services delivery.• Led incident response efforts by effectively triaging critical incidents, coordinating escalation procedures and minimizing business impact.

• Managed IT systems functionality, support, and planning to align the company for growth.• Ensured compliance with corporate requirements while meeting local engineering specialists' needs.• Collaborated closely with business stakeholders and IT teams to translate complex business requirements into actionable technical solutions, ensuring alignment with ITAR compliance standards and data security protocols.

Ohio, United States

• Managed hardware and software support for unmanageable systems at Getronics in Ohio, United States.• Oversaw installation of security systems, video monitoring, and voice/data wiring to ensure smooth operations.• Led corporate rollouts of hardware/software and supervised server hardware aspects for optimal performance.

Dearborn, Michigan, United States

• Spearheaded the creation of "MyFirstFord.com" to attract first-time vehicle buyers, enhancing customer engagement and loyalty.• Developed strategic recruiting plans at top universities to target candidates with diverse backgrounds, fostering a more inclusive workforce.• Orchestrated successful recruiting weekends, resulting in hundreds of potential applicants visiting Michigan and receiving on-the-spot offers.

Mba, Business Administration And Management, General

-Completed employer-supported Professional MBA Program while working full time.

Bachelor'S Degree, Business Management, Information Systems Minor In Leadership And Focus In Marketing

Activities and Societies: President - Student Senate, Tau Pi Phi Business Honorary case study champion -Led the student body as President.