Fishers, Indiana, United States
Learning, problem-solving, efficiency, and shifting on a dime without losing momentum are just part of what I bring to any team that I'm on. I'm passionate about what I do. I'm passionate about the people that I work with. Few things make me happier than sharing big and small successes (and some silly GIFs) with my team. IT Service Management, to me, is never about an end state. There are waypoints and goals, but any team that looks at their processes and thinks, "We made it" is already falling behind. You have to constantly assess and measure progress. Constantly look for opportunities to improve, even if it's just by 1%, because you never know when that 1% turns into 2%, 5%, 10% better.
I provide support and management across multiple Service Management practices. I focus on change, problem, and incident management; SLA and Quality reporting; customer satisfaction management across multiple service towers; ServiceNow governance; knowledge management workflows; and authoring process SOPs and training materials.
This role provides client-facing customer support in Incident, Problem, and Change Management by participating in day-to-day executions and overall process optimization. Additional responsibilities include working with major clients to determine opportunities for improvements by taking advantage of ServiceNow capabilities.
Analyzed the organization's Problem Management processes and systems, assessing the business model and its integration with technology. Assessed the current state of specified ITSM processes, identify\ied customer requirements, and defined the future state and/or business solution. Configured new ServiceNow views, reports, and workflows to assist with optimization of the Problem Management process and other related processes, including Incident, Event, Change, and Configuration Management.
Supported the architecting and stand-up of the Cloud CoE and Cloud Governance Model, under the guidance of Workstream Lead and CCoE Architect..
Design, implement, and continuously manage service and support offerings for the Digital Health Operations team, collaborating with multiple development teams to ensure effective workflows Oversee the use of ServiceNow for incident, change, and problem management within the Operations team Management of the Operations ServiceNow service catalog and configuration management database as the local ServiceNow configuration manager Author and manage formal quality documentation in Veeva QualityDocs as it relates to service and release management processes, local change management procedures, and the support or administration of services overseen by the Operations team Draft and manage the Digital Health Operations release management framework, integrating support into the development workflow earlier for an efficient transition to production support Management of the Operations change control board Management of change control for the COVID-19 Testing Results Platform team Local administration of other systems including Jira, Confluence, and Vera
I was part of the team responsible for managing Eli Lilly contracts for external hosting. Responsibilities included security analysis and system administration for the hosted systems and networks. In this role, I was responsible for performing recurring vulnerability scans for our clients and reporting the results to the client and their supporting team, and remediating found risks. This includes the analysis and prioritization of the reported vulnerabilities, being a point of reference for remediation efforts, and, at times, performing the mitigation tasks. In addition to my security tasks, I administered various parts of the internal Virtusa infrastructure used by multiple teams. My primary areas of focus were password management, backup systems, disaster recovery, and VMware vSphere administration. I was also involved in Windows, Linux, and network administration.
I supported local internal systems, which primarily involved working with the following: - VMware vSphere, vCenter and ESXi - Windows Server 2008, 2012, and 2016 - Linux (Centos) system administration and patching - ServiceNow for incident and change management - Thycotic Secret Server - F5 Local Traffic Manager and Access Policy Manager - BIND DNS - Windows Active Directory I was also responsible for our internal vulnerability assessments using Rapid7's Nexpose to regularly scan business critical systems and submit tickets to the platform owners for remediation, which required me to be available as a security resource for those teams.
• Strive to exceed expectations in creating an environment where absolute guest satisfaction is the highest priority • Train and certify new server hires using established policies and procedures • Provide leadership throughout shifts, ensuring servers are performing their respective duties to enhance customer care • Close out servers at the end of shifts to ensure that all sidework has been performed to expectation
I was responsible for imaging computers with a Simon-specific Windows 7 installation, customizing software installation on a per-machine basis, managing tickets with HP Openview, and deploying the newly imaged machines to Simon employees. At the start, I also assisted with troubleshooting the imaging procedures and training new consultants.