• Facilitate outage bridges with cross functional teams to quickly resolve major incidents impacting internal and external customers, while providing senior leadership and key stakeholders regular status updates. Efforts in this area have resulted in consistent achievement of system availability (uptime) SLA targets.• Lead complex problem management efforts to identify root cause, contributing factors, and preventative measures following occurrence of high severity incidents.• Review… Show more • Facilitate outage bridges with cross functional teams to quickly resolve major incidents impacting internal and external customers, while providing senior leadership and key stakeholders regular status updates. Efforts in this area have resulted in consistent achievement of system availability (uptime) SLA targets.• Lead complex problem management efforts to identify root cause, contributing factors, and preventative measures following occurrence of high severity incidents.• Review and approve daily changes in the environment to ensure compliance with established change management guidelines and minimize risk to business-critical systems and applications.• Assist with testing and validation of Incident, Problem, and Change modules in Dev, Test, and Production environments during yearly ServiceNow upgrades.• Continually develop and maintain incident, problem, and change management processes and procedures within our ServiceNow Knowledge Base module and monitor their effectiveness.• Conduct daily review with members of the IT organization on changes occurring in the environment and status of high severity incidents and related root cause analysis.• Compile statistics and performs trend analysis on SLA performance involving system availability, root cause analysis and incident response and resolution for IT Sr. Leadership team.• Worked with IT teams to identify common, repeatable, low risk changes and assist with creation of over 100 templates during launch of pre-approved Standard Change type in ServiceNow.• Wrote numerous blog articles related to new ServiceNow functionality, self-service tools, process improvements and other IT service management initiatives.• Manage Change Advisory Board membership and related documentation outlining roles and responsibilities. Show less

Manage client relationships for multiple accounts involving service desk support.• Act as liaison between service desk and customer to address issues and explore opportunities for continuous improvement.• Research and implement Level 0/Self-Service opportunities for user community; engage in shift-left activities.• Provide single point-of-contact for day-to-day service desk activities, including service issues, questions, and breakdown in the problem escalation process.• Monitor… Show more Manage client relationships for multiple accounts involving service desk support.• Act as liaison between service desk and customer to address issues and explore opportunities for continuous improvement.• Research and implement Level 0/Self-Service opportunities for user community; engage in shift-left activities.• Provide single point-of-contact for day-to-day service desk activities, including service issues, questions, and breakdown in the problem escalation process.• Monitor service desk performance to ensure contractual SLAs are met.• Collaborate with team managers and workforce management to ensure appropriate staffing needs for new or reduced work and other account changes that could impact scheduling and staffing.• Work with knowledge manager to ensure helps files and KM databases are accurate and reflective of the current processes, procedures, and account requirements.• Collaborate with other groups in handling and responding to client issues, account problem analysis and making requested service improvements to drive overall account health.• Coordinate project activities to implement service improvement initiatives, such as Computer Telephony Integration (CTI), Vantage Point, and Service Knowledge Management (SKM).• Develop, document, and test BC Plans to ensure minimal interruption in service during a disaster.• Key contributor on project team responsible for Service Now implementation.• Perform ITSM Remedy administration activities for Unisys and client resolvers. Show less

Manage large scale project to deploy Windows 7 to Capital One branches in North America.• Track and coordinate activities of technicians responsible for installation of new equipment.• Lead daily conference bridge attended by up to 20 personnel, including project managers, triage engineers, onsite technicians, and customers.• Maintain dashboard to capture key information during installation and validation of equipment.

Managed global IT service desk. Managed projects for IT Infrastructure and Operations organization. • Managed highly skilled internal IT service desk team responsible for providing tier 1-2 support to 10K global employees, handling over 30K contacts per year, while consistently meeting customer satisfaction, first call resolution, and other key performance targets.• Managed content for IT service desk knowledge base/document library containing troubleshooting and escalation… Show more Managed global IT service desk. Managed projects for IT Infrastructure and Operations organization. • Managed highly skilled internal IT service desk team responsible for providing tier 1-2 support to 10K global employees, handling over 30K contacts per year, while consistently meeting customer satisfaction, first call resolution, and other key performance targets.• Managed content for IT service desk knowledge base/document library containing troubleshooting and escalation information, leading to quicker problem resolution.• Coordinated 24/7 Service Desk on-call rotation to ensure appropriate handling of urgent/severity 1 issues after business hours.• Analyzed data and generated monthly reports involving performance metrics for service desk and IT operations team to identify areas of improvement and possible corrective action.• Participated on outage bridges for severity 1 critical system outages to ensure appropriate support groups were engaged and working to ensure timely restoration of service.• Managed project to consolidate onshore and offshore tier 1 service desks to provide single point of contact for global employee base.• Managed project to implement IVR self-service solution to provide employees ability to unlock network domain accounts and reset passwords, resulting in decreased calls into service desk.• Managed project to consolidate IT organization onto single ticketing platform to streamline support process and improve response time.• Managed project to migrate OSS database to new high availability, redundant environment to provide increased platform stability, disaster recovery capabilities, and accommodate growth.• Managed other highly visible IT projects, including Windows 7 deployment and rollout of new corporate VPN solution.• Managed effort to clean up, track, and reclaim software licenses in company, leading to 300K in cost avoidance. Show less

Created traditional and web-based documentation for technical and user communities. Managed content for multiple Intranet websites. Generated monthly reports for IT organization.• Led effort to clean up and reduce number of remote Internet access accounts across the company, resulting in $1.5M in savings.• Managed team responsible for processing IT-related requests.• Created on-line document library for IT service desk leading to quicker and more accurate resolution to customer… Show more Created traditional and web-based documentation for technical and user communities. Managed content for multiple Intranet websites. Generated monthly reports for IT organization.• Led effort to clean up and reduce number of remote Internet access accounts across the company, resulting in $1.5M in savings.• Managed team responsible for processing IT-related requests.• Created on-line document library for IT service desk leading to quicker and more accurate resolution to customer problems.• Designed, developed and maintained web content for multiple Intranet websites.• Created and maintained on-line forms used by company employees to streamline process for requesting system access and purchase of hardware, software, etc.• Wrote communication articles on behalf of IT organization regarding problem fixes and new IT solutions for distribution to general employee population.• Created training aids to assist employees in use of new software.• Generated reports on key metrics for IT organization and provided to Sr. management team.• Led effort to clean up department documentation and setup document management program based on ISO 9000 standards to govern change control, resulting in more accurate information.• Instructed over 20 classes in a computer lab environment involving use of new computer software.• Developed and maintained document template based on SDLC process to capture key information on systems and applications.• Facilitated weekly IT turnover meetings used to hand off system or application support from development team to operations team, ensuring support teams were equipped to handle issues.• Created surveys for user community and analyzed responses to gauge performance of IT operations teams and identify areas for improvement. Show less