Management Service

Location:

Raleigh, NC

Posted:

July 20, 2017

Contact this candidate

Resume:

Eric R. Sambraus

**** ******** *****

Raleigh, NC 27604

973-***-****

Process Management – Project Management – ITSM Implementation

I am a successful hands-on ITIL Foundations v2, v3 Certified Manager with extensive process, procedure and project management experience. I am a driven problem solver who is called upon regularly to ensure successful delivery of challenging and critical business objectives. My strengths and fortitude include continual service improvement, process improvement, vendor relations, documentation, cross-functional collaboration and team leadership.

PROFESSIONAL EXPERIENCE

COMPUCOM SYSTEMS, LLC, Dallas TX Dec 2016 – March 2017

ITSM Incident/Problem/Change Manager

Asked to rejoin the ITSM Team and ensure the responsibilities of managing the Incident, Problem and Change Management are implemented successfully. Ensure cross functional communications takes place between the organization and clients including vendor relations.

Managed ITSM Process Management for Internal/External Clients including CompuCom Systems, Pittsburg Glass Works, IPost Inc., First Group America, Sempra Energy and United Health Networks.

Assisted in Service-Now Tool Design to assist in managing our clients Incident, Problem, Change, Release and SACM processes.

Performed Service-Now testing “Test Environment” for tool enhancements within the Incident, Problem, and Change Management Modules.

In depth knowledge and experience in all ITSM processes including Incident, Problem, Change and Service Asset Configuration Management.

Proactively worked with Service Delivery Managers on reporting metrics and solutions to the clients.

Responsible for Major Incident Management, including coordination and drive of all activities to meet SLA’s. Also, work with the problem management teams to ensure all corrective and preventative actions have been implemented.

Responsible for working with the Change Management Team to ensure that all changes are implemented successfully and produce the desired results.

Worked with clients to setup and run scheduled Change Advisory Board meetings to ensure changes have proper approvals prior to implementation

Interact with stakeholders to ensure proper presentation and authorization of changes to be implemented within the environment.

Responsible for Knowledge Article creation and submission to ensure articles are updated and processed with proper resolution details for fast service restoration.

Developed communication plans for change management strategies which include all stakeholder identification and analysis, development, assessment, impact, Implementation dates and back out plans to ensure desire results.

Lead Problem Management Team which is responsible for implementation and managing the Problem Management Process for over 15 clients nationwide.

Responsible for delivering complete Root Cause Analysis (RCA’s) providing Corrective and Preventative Actions to supported clients.

Developed business relationships with business analysts, project managers, developers and testers.

Identified and communicated project risks and opportunities when required.

Proactively identify Frequent Occurrences (FO) and Fragile Artifacts (FA) within client’s environments and ensure proper measures are taken to alleviate and eliminate recurring incidents.

Provide Incident and Problem trending and pain analysis reports including 5 Why Analysis from within Service-Now.

COMPUCOM SYSTEMS, LLC, Dallas TX March 2016 – Dec 2016

ITSM Account Transitions

As part of organizational changes, asked to join and assist on the Account Transition Team. Responsible for collaboration with sales team to ensure new accounts are strategically aligned with CompuCom’s goals.

Responsible for review of new SOW’s “Statement of Work” and ensure resource capacity is available for on boarding.

Develop and maintain transition process improvements which include Service Desk, Incident, Problem and Change Management.

Defined and implemented Transition Process Lifecycle including Pursuit/Presales, Post Award/Transition and Post Transition/Delivery.

Managed transition action items and resources which included Transition RACI, Process Flow, Score Cards, Gap Analysis and the transition advisory board “TAB”.

Lead project explorations to define and implement transition gap analysis resulting in decreased transition defects.

COMPUCOM SYSTEMS, LLC, Dallas TX Dec 2002 – March 2016

ITSM Incident/Problem/Change Manager

Responsible for managing the Incident, Problem and Change Management processes. Ensure cross functional communications takes place between the organization and clients including vendor relations.