Joe Schofield Email & Phone Number

Chapel Hill, NC, US

Mountain View, CA, US

I oversee the change and release management processes responsible for handling all technology and infrastructure changes that may impact Google's internal products and services.

Mountain View, CA, US

• Established Google Fiber's first Service Management Office from the ground up including the introduction of new roles & responsibilities, foundational process standards, future state roadmap and requirements planning.
• Authored and implemented Google Fiber's initial Service Management policies for Incident, Problem and Change Management
• Cross functionally led the creation and publication of Google Fiber's service transition and production support readiness requirements for support operations
• Co-Lead Google Fiber's vendor-lead Network Operations Center and Global Service Desk
• Built the measurable performance targets and grading for outside vendor performance benchmarking
• Operations lead for Google Fiber's first premium enterprise product launch providing new standards in specialized support for business and local government services

Oakland, CA, US

• Responsible for the execution and maturity of the global Problem Management Process supporting approximately 200 services worldwide
• Oversee problem records from creation through permanent resolution utilizing ServiceNow
• Establish standards for continual service improvement and build global training paths using the ITIL framework
• Lead technical teams through root cause analysis and permanent resolution following a major incident by conducting detailed contributing factor analysis
• Mature the problem management process by establishing and meeting targeted KPI goals
• Partner with Incident and Change Management process owners on the global Knowledge Management strategy

Burbank, CA, US

• Walt Disney Parks and Resorts Incident Commander responsible for the management of diverse resources through complex problem solving and technical troubleshooting during major incidents
• Primary Change Advisory Board (CAB) stakeholder for Parks and Resorts Technology accountable for managing quality change activity as part of a 365x24x7 business model
• Owner of the Walt Disney Parks & Resorts priority 1 Everbridge notification process
• Facilitator of the Problem Management process from root cause discovery and documentation through permanent fix implementation
• Reduced the rate of incidents caused by change by improving upon Release Management and Change Management practices

Cary, NC, US

• Established the foundation for SAS’ first Service Management team and framework, including role responsibilities and performance measurement, tooling and ecosystem transformation roadmaps and global process alignment
• Global Incident Management process owner responsible for corporate adoption and improvement on incident management practices, training and procedures utilizing the ITIL Framework
• Serve as a resident subject matter expert for the ServiceNow service management platform and its interfaces
• Decision and prioritize development cycles via JIRA utilizing Agile for release cycle planning
• Liaise with regional stakeholders in several partnering countries to standardize and globalize service management practices for SAS worldwide
• Successfully established ServiceNow as the global incident, problem and change management tool for SAS

Cary, NC, US

• Served as the primary contact for sales and technical support for high demand servicing solutions for a large, external customer-base
• Built the Major Incident Management, Change Management and Problem Management process and training paths for the SAS hosting division
• Major Incident Manager for SAS Solutions OnDemand
• Co-signer of the SAS hosted solutions change management process for government systems and the SAS hosting division’s white paper on solution availability
• Responsible for driving service management processes through successful internal and external audit requirements, including state and local government audits
• Reduced outage timeframes by 80% for change implementation and incident frequency of external customer environments by standardizing and consolidating release periods

Charlotte, NC, US

• Acting Manager on Duty on call team member responsible for major incident management triage, emergency change decisioning, problem identification, root cause discovery and enterprise communications
• Successfully established incident and problem process for tracking and reporting on key performance indicators
• Maintain business critical relationships with global support partners including vendor engagement with HP, Dell SecureWorks and Black Box
• Acting Change Advisory Board approving member for Home Loans and Legacy Asset Servicing
• Recipient of 3 silver and 2 bronze awards for recognized accomplishments
• Represented Bank of America at the Pink Elephant conference for problem management

Charlotte, NC, US

• Management of 14 on site and remote Identity and Access entitlement associates, both onshore and offshore
• Responsible for meeting SLA requirements in a high volume, queue-based incident and request fulfillment area
• Proficient in UNIX, LINUX, Active Directory, Identity Management, Exchange account provisioning and support
• Served as a stakeholder for the Merrill Lynch to Bank of America global Exchange environment transition project
• Promoted to Team Manager

Charlotte, NC, US

• Responsible for building and maintaining solutions utilizing MS Access, SQL Server and VBA scripting development and design methodologies
• Successfully established new compensation programs for employees utilizing key performance metrics
• Created and managed secure FTP process for the transfer of sensitive borrower information
• Management of database and data analytic teams responsible for the conversion and re-amortization of mortgage data

Cleveland, Ohio, US

- Proficient use of MS Access, SQL Server and VBA Scripting - Sarbanes-Oxley and OCC Compliance management - Microsoft Certified MCDBA training in SQL Server 2000 Programming, Administration and Querying - SAS certified programming and Enterprise Guide training - Executive management report creation and presentation

- Maintain high standards of guest satisfaction- Provide scripted entertainment to hundreds of guests daily- Operate ride systems and maintain attraction themes to improve guest experience- Received the Guest Service Fanatic of the Month award for outstanding guest service- Offered full time role to return to Disney

Bachelor Of Science (B.S.), Information Technology & Security

Associate Of Arts (A.A.), Information Technology & Security