Sam Greathouse Email and Phone Number

• Developed and executed strategic initiatives to enhance ITSM processes and tools, driving operational excellence across the organization• Spearheaded license management for 3rd party and AI tools, optimizing resource allocation and ensuring compliance for a 5000+ employee enterprise• Established and monitored key SLA metrics for IT services, resulting in a 20% improvement in service delivery performance• Led cross-functional teams in conducting root cause analyses and prioritizing technical debt reduction, improving system reliability by 20%• Orchestrated an IT communications strategy for releases, maintenance windows, and outages, enhancing transparency and minimizing business disruptions• Negotiated and managed $1M+ in 3rd party contracts, achieving 18% cost savings through strategic vendor partnerships• Implemented OKR framework for IT service vendors, increasing contractual performance by 20% and aligning deliverables with organizational goals

• Daily prioritization and delegation of incidents and tasks based on impact and criticality to business services.• Owner of multiple site IT services and escalation point for off-hours P1 and P2 incidents with 24x7 service level agreements (SLAs). • Led problem investigations to determine root-cause for major service disruptions and implemented changes to reduce/prevent further disruptions. • Performance reviews and evaluations of 8 direct and 12 indirect teammates/contractors, and 3rd party vendors.• Developed and maintained reporting, in ServiceNow, on open/aging tickets, status or breaches of SLAs, customer satisfaction, and other metrics as requested• Engaged all levels of the organization to provide concise status updates for small enhancements, service transitions, service outages, and monthly/quarterly metrics. ◦ Common communication methods: email, phone, text, MS Teams, PowerPoint, virtual and in-person meetings• Evaluate existing processes for improvement opportunities, and recommending/implementing changes that enhance efficiency, effectiveness, and customer satisfaction.• Promote transparent communication and collaboration between internal and external teams ensuring knowledge base articles are updated and that information flows smoothly and efficiently.• Developed and maintained positive relationships, with 3rd party vendors, with weekly/monthly status meetings, regularly following up on issues/requests, and leveraging their experience/expertise. • Encouraged a culture of continuous improvement by promoting open communication, soliciting input and empowering team members to contribute their ideas for process enhancements.

• Established and maintained clear lines of communication with project stakeholders, ensuring timely and accurate information is exchanged to keep all parties informed and aligned.• Accountable for all project documents and deliverables to pass stage gate reviews and IT audits related to J-SOX, PMBOK, and IT General Controls.• Created project outline for initiating, planning, implementation and closing. Assisted and lead project team to identify requirements, project deliverables, timelines, resources, funding, and 3rd party support. • Engaged 3rd party vendors for request for proposals (RFPs) and request for quotes (RFQs) ◦ Reviewed RFPs, provided Risk-Benefit analysis and recommendation on vendor selections ◦ Reviewed and red-lined RFQs for areas of ambiguity and price improvements to provide clarity and cost reductions during contract negotiations• Managed vendors, contractors, and internal resources by providing regular communication of expectations and holding them accountable for their performance and ability to meet agreed upon project timelines/deliverables.• Took a proactive approach using risk management, identifying any potential conflict or issue. ◦ Potential issues were addressed by engaging the responsible party(ies) to minimize any impact to services, timelines, or deliverables.• Ensured adherence to SLAs by closely monitoring performance metrics, communicating expectations to teammates while resolving any SLA breaches through effective problem-solving and negotiation skills.• Participated in creating a new Solution Delivery Framework by leading and documenting the cross functional areas between waterfall project management and ITIL processes. • Provided constructive feedback for individuals, teams, and vendor relations to promote growth.• Facilitate regular meetings and status updates with project teams, vendors, and stakeholders to provide a transparent view of project progress, address concerns, and manage expectations.

• Facilitated weekly meetings of the Change Advisory Board to review Emergency and upcoming changes on the change calendar for the CAB to make informed decisions.• Managed conflicting changes based on SLAs, complexity, technology, systems, and timelines by negotiating alternative actions/timelines for each change.• Leveraged ITSM tools, BMC Remedy, for improved process integration (Incident, Problem, Change, and Release Management, including Request fulfillment)• Collaborated with other ITIL Process owners, IT Leaders, and Business leaders on process improvements. ◦ Ex. I reduced CAB meetings from 45 minutes to 10 minutes and improved implementation timelines for standard and low risk changes, by streamlining the approval process.• Enhanced process adoption by delivering multiple training sessions for ITIL Processes using BMC Remedy. ◦ I also created a quick reference guide, with simplified instructions, for use by teammates, IT audit, management, and 3rd party vendors.• Conducted thorough reviews and report outs of all change requests, confirming proper documentation, timelines, and approvals were adhered to per our process and J-SOX. ◦ Reduced J-SOX audit findings by 90%.

• Conducted thorough analysis of existing systems, processes, and workflows to identify areas for improvement and enhancement.• Improved Incident and Change management adoption by leading training sessions and creating work instructions• Collaborated with stakeholders to gather and document business requirements and translate them into functional specifications. • Performed system testing, including unit testing, integration testing, and user acceptance testing, to ensure system functionality and quality.• Provided support and troubleshooting assistance to end-users and assisted in resolving system issues.• Created and maintained over forty knowledge base articles for Level 1 and Level 2 technicians which provided quicker resolution times.• Created and trained teammates on a process to document support activities, utilizing templates, to improve application support.• Applications and areas supported were HRIS, SAP HR, AS400, Mainframe, and in-house developed custom applications

• Provided customer-facing technical support at first and second levels through multiple channels, ensuring efficient issue resolution.• Developed and maintained knowledge articles for Helpdesk analysts, Level 2 support, and end users, improving support processes.• Initiated and documented level 1 and 2 support responsibilities, enhancing first call resolution rates and customer satisfaction.• Conducted thorough reviews of phone calls and troubleshooting notes, ensuring quality and identifying areas for improvement.• Led and motivated over 20 helpdesk analysts, supporting over 45,000 teammates and users• Mentored peers and teammates, fostering professional growth and a collaborative work environment.• Expertise with troubleshooting Microsoft Windows, MS Office, custom applications, client/server applications, networking, VPN, printers, server administration, and other internal services and applications.

General Helpdesk and Desktop support activities.