IT Leadership
Problem Manager
Henry Ford Information Technology
August 2011 to March 2015
Based off of ITIL standards, developed, implemented, and managed Problem Management best practices for Henry Ford’s Information Technology..
• Successfully implemented Problem Management program built on ITIL best practices. Including processes to address ongoing problems, high severity incident troubleshooting and support (Service Restoral Process), facilitated sessions, Root Cause Analysis (RCA), and corrective actions.
• Reduced the number of high severity incidents by approximately 90%.
• Reduced the response time of IT management engagement for High severity incidents time to 15 minutes.
• Brought resolution for many ongoing issues in a timely manner, eliminating ticket tennis.
• Member of ServiceNow Steering Committee, bringing efficiency to the Problem Management workflow.
• Coordinated efforts to blend the processes between Incident Management, Problem Management, and Disaster Recovery to utilize the same tools and provide a smooth transition from each of the process areas depending upon the degree of impact.
• Responsible for developing/updating monthly leadership reports representing IT performance against contractual service level agreements.
• Developed SharePoint site to host all reports related to IT performance.
• Implemented processes to refine data in ServiceNow utilized for reporting.
IT Solution Center Supervisor
CSC contracted to St. John Health System
August 2007 to March 2011
Managed first level Healthcare Help Desk for approximately 22,000 clients at nine major hospitals, urgent care facilities, and private doctor’s offices in the Metro Detroit area. Provided 24 x 7 support, managed with four shifts. Follow ITIL Standards. Averaged 30 agents took approximately 15,000 calls per month. Managed staff based on volume to meet defined Service Level Agreements. Provided a positive environment, minimizing turnover and improving help desk image. Followed existing HR policies relating to attendance & discipline cadence. Conduct annual performance reviews. Managed Help Desk training sessions for new procedures, new applications, and general information.
● Implemented Excellence Plan, providing agents visits to hospitals and off-site facilities.
● Hosted high severity outages, which included leading conference calls; help desk & leadership status updates.
● Supported IT leadership in the conversion from local ticketing system to global web-based ticketing system.
● Managed a conversion from Nortel phone system to Avaya Telephony system with the assistance of Telecom support.
● Managed a conversion from Knowledge Database (information-based tool) to Knowledge Tools (scenario-based tool).