Rusty Robinson Email & Phone Number

Escondido, CA, US

• Provides ITIL 4 and DevOps Certification training to IT and business teams to support their strategic digital and ITSM transformation efforts. Training courses includes Digital & IT Strategy; High-Velocity IT; Drive.
• Senior consultant and advisor for multiple Service Management initiatives with various clients using the ITIL and DevOps best practice framework. Help clients accomplish business and strategic digital transformation.
• Designs and tailors’ core ITIL/ServiceNow process areas such as Incident, Problem, Change, Knowledge, Request Fulfilment, Service Catalog, Facilities Management, Planned Maintenance, and Customer Service Management.
• Conducts business process improvements that resulted in reduction in the incident response time, decrease deployment and production defects, improve delivery cycle-time through agile and value stream mapping, and.
• Delivers productivity and efficiency improvements across business units. Identifies and implements Key Performance Indicators (KPIs) to monitor performance and align operational priorities. Works with leadership teams.
• Created Service Catalog of over 260 items by conducting 20+ workshops to help identify and quantify service descriptions, streamline business workflows, establish roles and responsibilities, and create initial service.

Albany, New York, US

• Responsible for managing the successful deployment of ServiceNow business process and productivity solutions for clients
• Requirements elicitation, process design, use case definition, and gap analysis between current state and future state
• Conducts system evaluation and alignment of platform capabilities ensuring maximum business value
• Performs agile project management methodology and development life cycle as scrum master ensuring successful project execution
• Conducts project kickoff meetings and related client workshops to determine tailored and prioritized project activities and training opportunities
• Identifies upsell opportunities and engages Sales & Pre-Sales teams as needed for added customer value and adoption

San Diego, CA, US

• Provided consulting services to assist senior leaders develop business and technology solutions leading to improved performance using ServiceNow platform.
• Improved operational effectiveness for clients by consolidating IT tools and processes, automating workflows, implementing dashboards, and optimizing service level governance.
• Developed strategic roadmaps, led process design workshops, mapped business service requirements, conducted platform user training.

California Team Excellence Award (CTEA) Program.http://www.calexcellence.org

• Led Corporate Operations, actively engaged in long-term corporate strategic planning and execution of short-term initiatives.
• Created systematic business processes to enhance support for 40+ strategic partners and client networks.
• Certified consultant, trainer, and coach of the MERIT Integrated Solutions™ designed to maximize Personal Leadership Effectiveness™ based on character-based principles.

Reston, VA, US

• Managed and assisted in the development and implementation of business processes, policies, procedures, roles, responsibilities, and performance metrics for the Consolidated Afloat Networks and Enterprise Services.
• Conducted analysis of business processes and performance including; current state-gap analysis, benchmarking/best practices identification, and other related activities related to business process improvement.
• Led initial ITSM transformation efforts on the CANES program using Information Technology Infrastructure Library (ITIL) best practice framework. Drafted organizational structure modifications and realignment activities.

Reston, VA, US

• Managed the development/implementation of business processes, policies, procedures, and responsibilities, and performance metrics for the Joint Network Management System (JNMS).
• Directed and managed achievement of SEI/CMMI Level 5 Certification and ISO 9001 Registration activities for the JNMS Project (Defense Solutions Group) leading to improved organizational performance.
• Responsible for over 140 project procedures and process flows covering software development and management, system engineering, test, review, configuration management, quality assurance, fielding and training.

Brisbane, Queensland, AU

• Provided consultation and training in the area of strategic planning, systems thinking, enterprise-wide change, leadership development, CMMI, and business excellence using the Baldrige Criteria for Performance.
• Assisted Centre principles in the recruiting and attainment of prospective clients. Helped design, develop, and implement a customer relations management system for the tracking and follow-up of product orders.

• Provided external consulting services to help the organization achieve Software Engineering Institute (SEI) Capability Maturity (CMM) Level 3 in meeting a major milestone realizing a cost savings of over $1,000,000.
• Assisted with leadership and management training to senior leaders, project managers, and supervisors in the understanding of Information Technology (IT) industry best practices.
• Performed independent software quality verification and oversight of activities on multiple projects and service requests. Provided SQA support for SEI/CMM level attainment efforts. Assisted and supported senior.

• Facilitated executive leadership in the development of a mission statement, quality philosophy, identification and prioritization of stakeholders, cultural and climate assessments, and identification and mapping of.
• Certified by Secretary of the Navy as a Total Quality Specialist. Qualified to teach all five Department of the Navy’s quality courses.
• Certified Department of the Navy Strategic Planner. Completed intensive and interactive 4 week program sponsored by the Undersecretary’s Office. One of only 6 enlisted persons Navy-wide selected. Professionally.
• Taught 22 “train-the-trainer” classes to over 500 senior leaders and managers. Routinely sought after by former students requesting consultation on quality implementation issues, ISO 9000, and Baldrige National Award.

Associate’S Degree, Electronic Technology

Associate’S Degree, Technology Instruction