Motivated IT Service Management professional skilled in ITIL best practice implementations and operations. Willing to go the extra mile to deliver quality processes that will ensure efficiency and effectiveness in an organization. Certified in ITIL Service Management - expert level.
Spearheaded a company-wide innovation initiative implementing a formal Service Management program.
Led successful implementations of Incident, Problem, Change, Service Level, and Request Fulfillment processes which resulted in efficient and effective support delivery.
Marketed Service Management/ITIL with leadership, customers, and service owners through education and collaboration.
Designed and delivered scorecards and dashboard representing the various processes and KPI's associated with them.
Participated on Senior Partner committees to align business requirements with successful IT support and delivery.
Directed highly successful management of a large 24X7 centralized service desk using incident, knowledge and problem management processes.
Led Service Management process owners teams to include, Incident, Problem, Service Catalog, Request Fulfillment, Change and Service Desk Managers. Interacted with executive leadership to represent goals, objectives, and accomplishments of Service Management group.
Managed Service Desk operation (24X7), provided strategic roadmap for process improvement in Service desk and delivered balanced scorecard to demonstrate low operating costs and high performance value.
Provided specialized IT support for physician and clinical personnel on high profile applications needed to support business outcomes. Responsible for maintaining a highly motivated staff and keeping skills current.
Support of clinical and business applications for BJC Medical group, physicians, and clinical staff using high profile business and clinical applications.
Designed and managed curriculum for accredited Medical Assisting program. Responsibilities included staffing, curriculum development and delivery of a quality program.
Began tenure at Al-Med as an instructor. Throughout my tenure there, I was responsible for selection of qualified instructors, development and delivery of quality curriculum and maintaining a balanced operating budget. Participated in national audits for the Missouri Accreditation Bureau of Health/Education Schools (ABHES). I received recognition for the Best School Director in 2004 for the state of Missouri.
Completed approximate 90 credits of college classes at Robert Morris College, Carl Sandburg College, Western Illinois University and Sanford Brown College.
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