Fitz Simmons Email & Phone Number

Asheville, NC, US

Remote

• Responsible for refining Service Management ITSM and SIAM processes, enhancing the customer experience in a Global environment to establish standardized ITSM processes enabled by ServiceNow.
• Responsible for the enablement of the RUN, Configuration, Monitoring and Reporting processes on all aspects of IT Service Management.
• Responsible for the design of Service Level Management and Tier-less support.
• Responsible for overseeing the establishment of ServiceNow as the ITSM global tool.
• Direct management of the Configuration Manager, Information Architect, Lead Technical Engineer
• Implement automated services measurements, metrics and KPIs capture, analysis and reporting to assess IT capability to meet IT Service Level Agreements (SLAs) underpinned by internal Operating Level Agreements (OLAs).

Modesto, California Area

• Provided savings and cost avoidance of $X million dollars in Run, Insourced Services, and Service Catalog workflow automation within ServiceNow. Expanded the awareness and demand for Lean IT workflow management and.
• Leading a RUN team of fifteen engineers in Event Management, Data Center Operations and ServiceNow development while building a new World Class Data Center and Co-Location, and automating workflow to provide cost.
• Building Service Management RUN processes, Event Monitoring Capability, Data Center Modernization, Cloud Strategy, ERP monitoring strategy and Leading the Program for IT Transformation, ITSM Process Implementation, and.
• Enabling a single view of the Business, enabling technology for their Business Services through ServiceNow’s ServiceWatch, reducing incident restore time and enhancing root cause analysis.
• Led the Program to build out ServiceWatch and vet key Vital Critical, Tier 1 and SOX application Business Service Maps.
• Led Program generating savings, cost avoidance, and improved services for L1 monitoring support across the enterprise through workflow automation and insourcing vendor services, resulting in cost avoidance of $750K.

Greater St. Louis Area

• Responsible for building Service Management, Managed Services and ITSM Processes for Global Investment Banks, reporting directly to COO:
• Worked daily with CIO and COO on strategic initiatives and the tactical, operational actions to enable the company’s vision and transformation.
• Drove service transformation initiatives with a customer-focused purpose, creating high impact, high-value outcomes and experiences.
• Responsible for the strategy and design of the ITSM processes for Managed Services.
• Built new technical support teams and three levels of customer-facing engineers, increasing customer satisfaction.
• Led the Program as Executive Sponsor for ITSM, Service Management, Delivery, and testing automation via ServiceNow implementation and custom applications.

• Providing Strategic consulting for a Fortune 50 Retailer in the ITIL / ITSM space:
• Lead Consultant/Project Manager for design and build of Global Operations Command Center (NOC and Operations command center).
• Led Program for Monitoring and System Health consolidation and improvement, redesign and rebuild.
• Led Program for Global Alert and Event Monitoring consolidation and improvement, redesign and rebuild.
• Major Incident and Problem Management process improvement redesign and Project Manager.
• Service Level Management, metrics and analytics development and improvement.

Richfield, MN

• Problem Management Process Owner, managing a team of Problem Managers, during IT Transformation from an outsourced model and working with offshore support groups.
• Responsible for leading the Strategic Problem Management Processes, ServiceNow implementation and accountable for the design, implementation, training, KPI/CSF metrics/reporting and continual service improvement of the.
• Institutionalized ITIL best practices to drive efficiencies and standards achieving 41% Annual Reduction in Major Incidents, during transition to future state and driving an 80% increase in Problem Ticket relation to.
• 41% Annual Reduction in Major Incidents, during transition to future state.
• 80% increase in Problem Ticket relation to Major Incidents for Root Cause Analysis and trending, during transition to future state.
• Accountable for implementing ServiceNow leading Problem Management and collaborating with Change, Incident, Configuration, Knowledge, Service Request and Asset Management leaders resulting in an integrated ITSM process.

Greater Boston Area

• Led a team of on shore and off shore managers, including a global team of Service Delivery professionals, in a Lean Six Sigma Service Delivery process improvement project for Global Markets Technology providing tiers.
• Led projects with North American, EMEA and APAC services leadership teams to plan and implement organizational strategy for operations, service delivery, performance management and service excellence for IT.
• Accountable for RFP response and presentations for ITIL Cross-Functional space.
• Directed and recommended improvement initiatives based on best practices and frameworks such as ITIL, COBIT, Lean, etc.
• Drove analysis of Service Delivery Processes from first contact through restoration of service to Senior Management metrics in Global settings.
• Managed Global implementation of improved practices for Standard Operating Procedures and Solution Documents.

• Led ITIL Problem, Incident and Release Management defect elimination plan projects during IT transformation after merger with Pharmacy Benefits management firm.
• Managed Problem Management, root cause analysis and metrics for process improvement driving reduction of defects and problems by 35% in the Test Center of Excellence and Release Deployment and 22% in production.
• Provided organizational change, process and technical consulting for major change initiative project to implement ITIL and Lean Six Sigma practices into Release Management and the Test Center of Excellence resulting in.
• Managed business process analysis and re-design leveraging cross-functional teams.
• Prepared and managed implementation of Standard Operating Procedures and Process Documents.
• Chaired Process Improvement meetings with stakeholders.

- Led organizational change project implementing ITIL best practices for Change, Incident and Problem Management.- Developed project plan, WBS, critical path and key deliverables.- Developed business process improvement plan to integrate Incident, Problem, Change and Availability Management.- Conducted assessment of existing change control, incident and.

• Formulated and executed implementation plan for service enhancements and strategy design project for ITIL implementation of Change, Incident and Problem Management along with the organizational change project during.
• Developed project plan, WBS, critical path and key deliverables implementing GMAC and ITIL best practices in a global environment. - Revised Peregrine system, Crystal Reports, Clarity and other web based tools..
• Led major incident Post Mortems, RCA and Preventive Action Item reviews across in a global environment.
• Developed processes, documentation and training for Incident, Problem and Change Management.
• Developed consensus during organizational change engagement.

Winston-Salem, NC

Director in several volunteer charitable organizations directing logistics, storage and distribution of donations. Identified needs in the community by reaching out to volunteers and organized distribution of donated goods to fill those needs not met by other groups.

• Business Relationship Management with Store Operations, Applications Development and vendors providing problem analysis and resolution, reviewing user requirements, acceptance testing and providing test site evaluation.
• Business Relationship Management efforts included:
• Marshalling incident forensics to improve business services and customer facing experience in a chain of 1600 retail locations.
• Identifying, reporting and providing improvement plans for newly implemented releases and campaigns.
• Identifying key technologies, their delivery and support to provide best in class customer experience.
• Responsible and accountable for weekly reporting directly to CEO, COO and Senior Executive Management on all new business openings; identifying retail sales process improvement opportunities, store set up.

- Led Help Desk support for all new software application and database upgrades as part of a new skills based routing support effort with a team of twenty-eight analysts handling over four hundred thousand calls per year in all fifty states.- Maintained AHT SLA with a 50% increase in call volume.- Increased first call resolution with a 50% increase in call.

Ba, Political Science, Philosophy, Religion, History

Activities and Societies: Member, President's Committe to Determine the Future of Duke University (input to retrenchment initiatives.

Education record