Facilitated daily enterprise technology meetings with leadership and Subject Matter Experts (SME) to improve business inefficiencies through identification of problems causing impact to essential supply chain processes and customer order fulfillment.Optimized Problem Management policy and procedures documentation. Provided coaching, formal/informal training of processes to the Enterprise IT organization.Applied Continual Service Improvement (CSI) strategies to improve gaps within other IT Service Management areas: Incident, Change, Knowledge, Event Management, Capacity. Performed major incident coordination during critical downtimes.

Responsible for development and maintenance of the incident management processes and problem processes. Drive efficiency and effectivess of resolution through incident management using ITIL practices. Document root causes and track implementation of preventative actions and monitor for effectiveness.

Facilitated critical bridge calls with clients and technical teams to restore services for our client’s as quickly as possible. Interacted with the various ITIL processes (Change, Problem, Asset, and Knowledge) to help drive continual improvements for seven clients. Provided leadership and guidance to peers and members in our organization to help promote a healthy environment.

Provided daily Incident & Change Management leadership to technical support teams and project managers. Utilized Information Technology Infrastructure Library (ITIL) best practices guidelines to measure and maintain service level agreements. Performed recovery management for critical situations (Crit Sit) between IT support teams (Helpdesk, Infrastructure, Application, and Network). Provided escalation management between support teams and customer’s executive management team.

Managed twenty-five customer accounts inside of a shared Data Center with governed regulations based on Statement of Auditing Standards (SAS70). Reviewed, verified, and approved technical plans prior to customer boarding / transitioning into the Datacenter. Hosted Datacenter tours with sales teams and potential clients. Maintained maintenance contracts for hardware supporting the infrastructure.

Supported many critical projects to perform SAN upgrades and MS Windows migrations. Supported VMWare Linux servers with Windows 2000 and Windows 2003 guest operating systems.Managed security and patch management for over 4,500 desktop workstations with Trend Micro anti-virus software. Maintained and supported 150+ Windows 2000 and Windows 2003 servers. Provided customers with on-going server administration and technical support for Windows, Linux, UNIX environments and networks. Customer environments were monitored in a 24/7 Network Operation Center (NOC) with HP OpenView and incident tickets managed through Remedy. Managed end to end processes from hardware procurement.

Teamed with a group of 5 to support over 5,000 devices. Maintained highest customer survey satisfaction ratings. Remote laptop / desktop and application installer for over 12 Southeast Texas plants.