Manager Service
Resume:
Brian Neudigate
ITIL Service Management
adileu@r.postjobfree.com • 949-***-****
linkedin.com/in/brian-neudigate-60281b124/ • Irvine, CA
Summary
Analytical and results-driven ITIL experienced process manager with comprehensive experience in IT service management, project management, service delivery management, and complex issues resolutions. Proven success in leading the execution of service management operating model ensuring practices, interactions, and controls necessary to achieve committed SLAs. Critical thinker and problem-solver with expertise in leading large-scale process improvement and organization change initiatives. Dynamic and results-oriented individual with can-do attitude; successfully complete assigned project and deliver work on time and with great quality. Experienced in investigating and diagnosing problems using relevant subject matter experts to analyze root causes. Exhibit excellent presentation, time management, organizational, and partnering skills at all levels.
Areas of Expertise
IT Service Management
Business Intelligence/Reporting
Enterprise Technology Solutions
Continuous Improvement
Broad IT Technical Base
Project Management
Business Analytics
System Integration
Innovative Problem Solver
Requirements Analysis
Incident Management
Team Leadership
Professional Experience
Novalis IT, Remote 2019 – Present
Principal IT Service Management Consultant
Focus on improving service operations by designing, developing, and implementing IT Service Management process. Lead, direct, and manage incident and problem management employees and provide active support to deliver exceptional performance. Plan and execute process engineering/re-engineering for multi-step implementation projects with various failure modes.
Key Contributions:
●Adopted best practices and procedures to ensure effective management of multiple Dynamics 365 implementations and Office 365 implementations.
●Used Power BI and other tools to perform data analytics that aided in examining current implementations as well as offered expert recommendations of improvements based on findings.
Atos IT Solutions, Remote 2012 – 2017
ITSM Sr. Problem Manager
Conducted in-depth analysis to determine root causes of issues spanning all sectors of the business, which included internal and external facing customers. Oversaw and expertly managed associated corrective actions and projects from inception to completion. Rendered expertise as a SME and worked on incident reduction projects and employed best techniques to minimize volumes, handle times, and design monitoring automation. Supervised best practices and solution downstream suppression mechanisms.
Key Contributions:
●Significantly minimized non-actionable incident and event volume in customer environments by adeptly applying proactive problem management process for trending and analysis.
●Formulated plans and structured processes that helped in meeting delivery targets and quality goals.
●Led overall activities of the global incident reduction projects and successfully reduced incidents by 40%.
●Planned, devised, and deployed global proactive problem management processes, including KPI metrics.
Siemens IT Solutions, Remote 2008 - 2012
Project Manager Business Intelligence
Headed and monitored business intelligence reporting projects to ensure smooth running of functions. Steered in-depth analysis of contract statements of work, business activities, service delivery performance, SLAs, and KPIs to interpret business information to management. Guaranteed fulfillment of project requirements by adeptly managing and utilizing onshore and offshore technical resources.
Key Contributions:
●Assured implementation of best practices by employing initiatives in coordination with sales and solutioning teams.
●Leveraged key skills and industry knowledge while designing and managing service catalog.
●Developed and executed strategic plans to confirm effective management of 16 customer transitions to Siemens Business Intelligence that delivered within specified timeline and under budget.
Siemens IT Solutions, Remote 2004 – 2007
Enterprise Automation & Monitoring Solutions Engineer
Met service delivery process requirements by designing, integrating, and deploying enterprise technology solutions. Devised and modified monitoring solutions for applications, databases, and middleware as well as developed synthetic end to end solutions.
Key Contributions:
●Applied best practices and procedures to manage various full life cycle integration and customer migration projects, including data center and application monitoring solutions.
Additional Experience
IT Program Management, Gatekeeper Systems, 2018 – 2020
IT Service Manager, Atos & Siemens, 2017
Process Engineer Six Sigma BB
Operations Support Specialist, GE Corporate
Service Delivery Analyst, GE Corporate
Education
Bachelor of Arts - Liberal Arts
Xavier University, Cincinnati Ohio
Associate - Computer Information Systems
Cincinnati State College, Cincinnati Ohio
Certifications
Lean Six Sigma Black Belt Six Sigma Green Belt ITIL V3 Networking VMWare
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