Manager Service

KEVIN B. KERN

Westerville, OH *****

513-***-**** ************@*****.*** linkedin.com/in/kevin-kern1

IT AND BUSINESS TRANSFORMATION PROFESSIONAL

IT and business transformation management professional experienced in implementing ITIL processes such as change, problem, and service transition. Unique ability to build strong coalition among stakeholders and team members to achieve buy in and support for change projects. Consistent record of delivering on time, on budget, never missing a significant milestone or project deadline. 13 years of Service Now use and training.

KEY AREAS OF EXPERTISE

• Strategy Planning • Process Development • Report Development

• Business Processes • Process Improvement • Multimedia

• Change Management • Data Analysis • ITIL Processes

PROFESSIONAL EXPERIENCE

JPMORGAN CHASE & CO., Columbus, OH August 2018 – January 2020

Vice President Global Multimedia Services,

Oversaw all incidents and availability of 1500 multimedia devices including all data analysis of incidents and problems. Created and updated daily, monthly and quarterly reports. Managed communication with clients concerning any issues or reports.

Improved communication between IT and clients.

Decreased incident percentage by 12%.

Created reports from scratch that showed trouble spots and where to concentrate time and efforts.

84.51, Cincinnati, OH April 2015 – August 2018

Lead Service Manager, July 2017 – August 2018

Responsible for all ITIL processes. Continual improvement of each process. Main responsibility was change and problem management. Responsible for all Sev1 incidents, root cause analysis. Running the CAB and approving all changes.

Completed all MIR’s within 48 hours of Sev1.

Decreased percentage of changes causing problems by 48%.

Using proactive problem management reduced incidents for each IT group by 8%.

Change Manager / Service Transition Manager / SLA, April 2015 – July 2017

Led all MIR review and root cause analysis meetings for all Sev1 Incidents. Worked with DevOps group on best and least restrictive way to follow ITIL processes.

Collaborate with DevOps teams to ensure product was ready for market and supported at go live.

Defined, built and created policy and process improvement for problem, change and service transition processes.

Chaired, facilitated and chose CAB members and led the CAB team to review all changes.

Engaged with other ITIL process owners to identify incidents and problems resulting from change.

Received and recorded, reviewed and approved standard requests for change assessing the ramifications, costs, and risks of planned changes.

Communicated and led discussion on planned data center downtimes.

Led all post implementation reviews. (PIR) Create new business services and support models, SLA’s and availability standards for support.

Kevin B. Kern ************@*****.*** Page Two

DUNNHUMBY, Cincinnati, OH November 2011 – April 2015

Assistant Director / Change Manager

Defined, built and created policy and process improvements for change and service transition processes.

Chaired, facilitated and chose CAB members and led the team in reviewing all changes

Led all Post Implementation Reviews. (PIR) and engaged with other ITIL process owners to identify incidents and problems resulting from change.

Received and recorded, reviewed and approve standard request for change and assessed the ramifications, costs, and risks of planned changes.

Communicated and led discussion on planned data center downtimes.

THE OH STATE UNIVERSITY WEXNER MEDICAL CENTER, Columbus, OH November 2011 – April 2015

Change and Problem Manager

Defined, built and created policy and process improvements for change and service transition processes.

Chaired, facilitated and chose CAB members and led the team in reviewing all changes

Led all Post Implementation Reviews. (PIR) and engaged with other ITIL process owners to identify incidents and problems resulting from change.

Received and recorded, reviewed and approve standard request for change and assessed the ramifications, costs, and risks of planned changes.

Communicated all outages both planned and unplanned to specific teams and university officials.

Setup, coordinated and ran root cause analysis meetings.

Worked on proactive problem management by reviewing each teams’ monthly incidents and tried to eliminate at least one so it does not reoccur.

EDUCATION

COLUMBUS STATE COMMUNITY COLLEGE, Columbus, OH

Associate of Science (AS), Animal Health

OHIO STATE UNIVERSITY, Columbus, OH

2 Years. Pre-Veterinarian Studies

PROFESSIONAL DEVELOPMENT

• Successful Managers Handbook • Relationship Management Leadership Development

CERTIFICATIONS

ITIL Foundation Certified

ITIL Practitioner Certified

Scrum Master Certification

Contact this candidate