Vitaliy Grodzinskiy Email & Phone Number

Commerce Charter Township, Mi, Us

Successfully implemented Event Management to drive Observability System alert volume down by 38%+. Responsible to mature the following programs and processes: System Monitoring, Endpoint Management, CMDB/CSDM, Change Management, Major Incident Management, Problem Management, Asset Management, Identity Governance and Privileged Access. Accountable for 24x7 Global Service Desk, Desk Side, IOC Engineering, Systems Monitoring, Facilities, Identity and Governance Teams.

Michigan, United States

Successfully implemented Service Desk and IOC Teams with 80%+ Incident Resolution rate. Developed new hire and Academy Model training programs to rapidly onboard and promote talent within the organization. Lead the enactment of Knowledge Managment (KCS) and Quality Analysis practice. Coordinated deployment of Service Now ITSM toolset, defined policies and workflows for Incident Managment, Service Request Catalog, Critical Outage, Hypercare processes among many others.

United States

Enacting new processes and procedures in areas of Service, Incident, Problem, Knowledge and client management. Developing and deploying new features within BMC RemedyForce and Atlassian Jira ITSM systems. Leading implementation of new Service Desk teams, enhanced by technical training and career advancement programs. Performing data analysis and creating new reporting KPIs utilizing Excel and Power BI applications.

Greater Detroit Area

Managed daily operations of Service Desk, Knowledge, Monitoring, Phone, and Training teams and maintained strong partnerships with top customers. Performed data analysis and teemed standard reporting creation to improve business processes and reduce waste. Lead technical support discovery efforts for customers in following industries: Automotive/Consumer Manufacturing, Packaging, Transportation, Logistics, Health Care, Banking, Aerospace & Defense, Insurance, Consulting Services, Venture Capital & Private Equity.

Greater Detroit Area

Supervised the daily activities of the Service Desk staff including: coaching, training, planning, organizing, scheduling, managing knowledge base, and staffing operations. Developed custom reporting and managed KPIs in order to meet OLA/SLAs and ensure high level of customer satisfaction. Lead change to improve process by following ITIL and Lean Six Sigma guidelines.

Greater Detroit Area

Monitored and maintained a healthy server infrastructure (Windows/Linux/Cisco)

Greater Detroit Area

Provided customer service and remote support for multiple clients

Greater Detroit Area

Provided in person, phone and remote technical support for in-home and small business clients. Installed, configured and performed troubleshooting on wired and wireless networks of 20+ users. Set-up and repaired HP and Xerox network office printers. Repaired and maintained Windows (98 through 7) desktops, laptops and computer peripherals. Recommended hardware and software solutions and upgrades using established procurement processes. Designed and built custom desktop towers based on customer specifications. Trained clients in the utilization Microsoft Windows (2000, XP and 7 OS), Office suite (Word, Excel, Power Point) and Mac OS X. Mounted, troubleshot and repaired LCD/Plasma televisions 20 to 90 inches. Installed and configured home theater systems with in-wall wire concealment and power outlet relocation.

Bachelor Of Science, Information Technology

Leading High-Performance Teams

Completed Gallup course for Leading High-Performance Teams