Manager Process Improvement

Jim Burkett 916-***-****

**** ***** **** 916-***-**** (cell)

Penryn, CA 95663 ***.*******@****.***

ITIL Process Management

Expertise and Results

• People (software developers, engineers, technical support teams, cross-functional

escalations), standard processes (ITIL framework), and technology management

• Experience in broad areas: Global IT (ITIL process implementation), Call Centers

(24x7, inbound, internal and external contractual support), Finance and Distribution

(software development), and PC software (auditing and licensing)

• Demonstrated results: process quality (conformance to standards), customer

responsiveness (reduced time to resolution), cost reduction (new technology),

process efficiency (operational cycle time), and customer satisfaction

Team Leadership

• Collaborative team leadership of culturally-diverse direct and indirect reports; plus

cross-functional team facilitation, relationship building and people development

• Implementation of standardized ITIL processes; training and development of

technical personnel; coaching and guidance of process improvement projects

• Business planning and strategy development; implementation of annual plan, KPIs,

monthly status reviews; policy and procedure development and improvement

Decision Support

• Metrics development and maturity using operational definitions, quantitative and

qualitative analysis; competency with multiple query and reporting tools

• Data-driven decision-making supported by advanced analytical techniques including

statistical control charts and special cause investigations; standards compliance

• Advanced skills with Microsoft Office Software: MS-Excel, MS-Word, MS-Visio, MS-

PowerPoint, MS-Outlook, MS-Access, and Visual Basic (macros)

Organizational Learning

• Cause-and-effect analysis backed with thorough Corrective Action/Preventive

Action plans, implementations, and sustained performance improvements

• Simple and concise project retrospectives to increase organizational learning and to

improve future project effectiveness and efficiency; team building activities

• Complete process documentation including system diagrams, process maps,

flowcharts, roles & responsibility matrices, work procedures, and job aids

Hewlett-Packard Company, Roseville, CA

IT Process Excellence Black Belt November 2006 – June 2007

Process leadership using Six Sigma and ITIL experience to ensure effectiveness of

multiple service delivery teams throughout global transition to ITIL processes

• Led multiple cross-functional process improvement interventions throughout HP IT to establish ITIL

processes (Service, Incident, Problem, Configuration, Change) and standardized reporting

• Guided IT manager through global standardization and execution to decommission over 20,000

servers in 300 data centers using advanced documentation and forward-looking metrics

• Developed standardized IT Metrics Catalog with strategic framework, maturity model, and

operational definitions, visual and verbal descriptions, plus executive presentation and dashboard

IT Team Lead February 2005 – November 2006

Established a successful, high-performing, international call center and delivery

support team for J2EE Application Hosting Service based on BEA WebLogic

• Managed day-to-day operations for 12 engineers in US, UK, Mexico, and India including goal setting,

priorities, staffing schedules, on-call rotation assignments, performance reporting, and training

• Responsible for Incident, Change, Problem, and Escalation Management process effectiveness for

over 36 FT, IT, and Production servers in 3 global data centers

• Improved Incident Management responsiveness from 70% to 99% within 3 months

• Developed and implemented Reliability Management measurement architecture and reporting

Quality/TCE Engineer/Black Belt July 1994 – February 2005

Provided process improvement consulting, ISO-9000 implementation, and facilitation

services to storage hardware, storage software and infrastructure services divisions

• Led and facilitated annual business planning process including Hoshin plan and Business

Fundamentals; led monthly project status reviews and progress against corrective action plans

• Realized immediate $5M in cost savings with adjusted hardware warranty accrual methods by

reconciling and aligning engineering and financial view of returns and failure data

• Improved HP’s responsiveness to software technical escalations for Storage Software by reducing a

backlog of over 2000 cases to 100; and open duration from 2 years to 90 days

• Reported on software quality metrics for Storage Software employing statistical control charts;

identified new revenue opportunity (improved product training and implementation)

• Managed internal quarterly Customer Survey/Executive Interview process producing quantitative

(importance versus satisfaction) and qualitative (comment inferences) reports

Other Professional Experience with HP

IT Systems Manager/IT Process Quality Manager (Roseville Site)

Worldwide Product Manager (Technical Software Support Services)

Distribution Engineering Manager (Software Support Services)

Education

MBA, Santa Clara University, Santa Clara, CA (marketing and finance)

MSE-I&OE, University of Michigan, Ann Arbor, MI (manufacturing systems and automation)

BSE-I&OE, University of Michigan, Ann Arbor, MI (production and inventory control systems)

Additional Skills, Training, and Certifications

HP Six Sigma/Black Belt Workshop, Rummler-Brache Process Improvement Methodology,

CQM Methods, CMMI, Quality Teams, ISO-9000, ITIL v2 Practitioner

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