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Work Background
AdventHealthDirector of IT Service Management
Feb. 2023Florida, United States
WellpathManager of IT Service Management
Aug. 2021 - Feb. 2023United StatesITSM Strategy & Implementation
• Design and implement ITIL-structured IT Service Management (ITSM) best practices.
• Oversee the development of the ITSM platform and its integration with peripheral systems.
Process Development & Compliance
• Lead the design, implementation, and continuous improvement of ITSM policies and processes, including:
o Incident Management
o Change Management
o Request Management
o Knowledge Management
o Problem Management
o Major Incident Management
• Ensure ITSM processes align with organizational needs and compliance requirements.
Leadership & Talent Development
• Hire, develop, and motivate a high-performing ITSM team.
• Foster a culture of excellence, ensuring continuity in leadership and specialized skills.
Technology & Innovation
• Stay current with advancements in ITSM platforms, systems, and technologies.
• Serve as a strategic advisor to the CIO and VP of IT, shaping the company’s ITSM policy and compliance strategy.
Budget & Resource Management
• Manage ITSM-related budgets, including technology investments, licensing, and staffing needs.
Change Management & Governance
• Oversee company-wide Change Management policies.
• Chair the Change Approval Board (CAB) to ensure best practices and compliance.
ServiceNow Strategy & Optimization
• Identify opportunities to leverage ServiceNow capabilities to reduce costs, improve efficiency, and enhance service consistency.
• Establish and lead a ServiceNow Governance Committee to guide platform direction.
• Develop and optimize policies, procedures, and workflows for ServiceNow service offerings.
• Oversee ServiceNow platform maintenance, upgrades, and enhancements.
Service Delivery & Communication
• Prepare IT and Service Desk teams for new product and service rollouts.
• Maintain clear and effective communication across all levels of staff.
Atos SyntelHead of Global Cross Functional Services at Atos
Aug. 2020 - Aug. 2021Nashville, Tennessee, United States• Developed consensus between primary stakeholders regarding SLA metrics for patching and code deployment, ensuring strong compliance with reporting and deployment SLAs.
• Intervened to build workflow processes for resolving requests remaining open within 10 days despite SLA 10-day resolution deadline. Identified critical bottlenecks and implemented policies to ensure compliance. • Improved knowledge base compliance from 55% to 90% within 2 days, preventing failure report in monthly SLA review. • Intervene to resolve compliance issues with Workplace Technology Services’ laptop provisioning and deployment SLA; identified and eliminated procurement system error. • Implemented customer service initiative that tracked agent performance and identified low-performing agents for additional training, improving customer satisfaction from 67% to 93%. • Introduced new solution to bifurcate workload between agents in India and Philippines, improving request SLA compliance from 58% to 90%.
SyntelHead of Global Service Desk Operations
Jul. 2017 - Aug. 2020Greater Nashville Area, TN• Led effort to recruit, hire, and on-board onsite managers for single service desk operating from 2 offshore locations, ensuring fast and reliable staffing at expert level. • Member of global leadership team charged with overseeing support of WMS systems.
• Developed and implemented ITIL-compliant best practice support model for global service desk operations, establishing clear guidelines to ensure outstanding customer experience. • Analyzed legacy service desk workload under Service Now; identified workflows and implemented streamlining procedures to improve capacity and service compliance.
• Implemented knowledge base integration to ensure strong support of global service desk operations in high-volume environment. • Consulted regularly with on-site management staff to improve performance metrics, driving consistent process and customer experience improvements. • Ensured client engagement and awareness of service desk successes with high-impact PowerPoint presentations and Service Now reports. • Attended director-level meetings to encourage interdepartmental cooperation and identify gaps in coverage and responsibility between technology towers. • Resolved recurring infrastructure outage; identified source of data outage; leveraged remote teams to replace legacy networks and reallocate data resources to prevent future outages. • Implemented new expedited team response initiative that reduced time response to major incidents from 30 minutes to 12.
AllyMajor Incident Manager
Jun. 2016 - May. 2017Detroit- Collaborate with the Global Major Incident Management Team, Infrastructure Support, Application Support, and onsite technical teams to ensure consistent application of the standardized Major Incident Management process across the enterprise - Lead Major Incident bridge calls to drive efficient service restoration and minimize business impact - Draft and distribute emergency communications during major incidents to ensure timely and accurate updates are delivered to all levels of management, including executive leadership - Oversee day-to-day operations of the Major Incident Management process, ensuring adherence to established protocols and timelines - Track, analyze, and report on key major incident metrics in daily, weekly, and ad hoc reporting formats - Maintain a strong working knowledge of the enterprise infrastructure and support team structure to guide incident resolution effectively during bridge calls
SYNCREONDatabase administration
Feb. 2013 - Jun. 2016Auburn Hills, MichiganAs the dedicated Service Delivery Administrator, I was tasked with the responsibility of managing and maintaining the corresponding MS SQL 2008 Database. • Maintaining Indexes
• Insuring relational integrity
• Automating log maintenance through batch scripting.
SYNCREONSD Team Lead/Incident Manager
Nov. 2012 - Jun. 2016Auburn Hills, Mi04/14-Current Ticketing Solution Sys-Admin
As of April 2014 I was given the responsibility of IT Ticketing system sys- admin. In this position, I performed the following functions. Configure, implement and administrate the ITSM ticketing solution on a global scale. Design the representative side as well as an end user ticket submission interface. Configure a rule structure which properly balances the work load of incoming tickets.
This allows most issues to route directly to the responsible team resulting in quicker incident resolution throughout the IT department. 11/12-04/14 Internal Service Desk Analyst
Syncreon logistics servicies automotive & technology facilities providing supply chain solutions. The duties of a Syncreon service desk Analyst are 3 fold. 1) Monitor Servers, infrastructure and the network for malfunction assist in maintaining these servers to insure continuity of a routine maintenance schedule. 2) Create accounts in Active directory, Unix & AMS systems. 3) To receive calls from end users and troubleshoot individual IT problems that someone may be having with their computer, its network connectivity, or any number of proprietary or packaged applications on the hardware. This may also involve remotely connecting to the use via RDP, VNC, MS LYNC or walking them through the troubleshooting techniques if those options are not available.
CareTech SolutionsIncident Manager
Jul. 2007 - Nov. 2012Troy, MiLevel 2 Support Analyst / Incident Manager
Basic Job duties include:
As a member of the Lv 2 / Incident Management team I had the following responsabilities.
Resolve tickets escalated to me by Level 1 Support Analysts.
Maintain in-depth knowledge of all on site applications and infrastructure configurations.
Support all 48 Clients and their applications.
Function as an incident manager on all 48 accounts.
Running Bridge/Incident calls to quickly resolve department/Facility house-wide issues.
Verify user credentials, reset passwords, remove account locks, remove job locks.
Restart services on network servers, and restart interfaces. Analyse computer hardware or software issues, diagnose and assign to the correct group. Special Projects: In addition to my standard daily duties, I was assigned to the following projects.
Remedy Liaison: Address gaps in communication between the service desk and the remedy team. Gather information and feedback from analysts on the floor.
Draft a bullet points document for a monthly remedy meeting. During the meeting I would have each of the concerns of the support analysts addressed.
Use the meeting information to draft a Memo which would be sent to the servicedesk. Implementations/ Rollout Team: Travel to a newly acquired account site.
Gather information to be entered into the remedy ticket system .
Write knowledge articles to be distributed to the helpdesk via the knowledge base.
Travel to a site when there was a new application being launched at a site. Attend on site classes to become a subject matter expert on the software. Stay at the site to support the software and use this information to develop knowledge base articles and assist the remedy team in developing an ITIL compliant CTI structure for supporting the application.
Laser Dynamics, Inc.Project Manager / Estimator
Jun. 2005 - Oct. 2006Allendale, MichiganReceive RFQs (requests for quote) via E-mail from customers & potential customers. Communicate with customers and potential customers regarding their quotes, and status of the project.
Analyze fabrication schematics.
Evaluate project feasibility. Estimate labor, time and materials.
Provide guidance to the shop regarding the overall project. Provide quotes to the customers including a timeline for completion.
warpnet.netTechnical Support
Nov. 2002 - Jun. 2003Springfield, Illinois Area-Warpnet Technical Specialist: Instruct Customers Via phone to fix their PCs, internet software, or mail programs. Hardware Specialist: Build, repair & refurbish computers for sale/resale.
mich.comService Desk Specialist
Oct. 1999 - Jan. 2001Pontiac MichiganAs a mich.com service desk specialist I would instruct customers via phone to fix their PCs internet software or mail clients. As well as sell dial up or DSL accounts to customers via phone. Answer trouble tickets and speak with Ameritech communications or COVAD DSL representatives about customer problems and schedule repair dates.
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