Kenneth E Knicely, IT Service Manager, Change Management SME

Kenneth E. Knicely ITSM, ITIL

*** ***** ****** **** 336-***-****

Cleveland GA 30528 (********@***.***)

Summary

Accomplished and results-oriented IT Service Manager with 20+ years in service delivery, account and project management. Demonstrated experience and proven ITIL skills in change, incident and problem management. Exceptional attention to detail and adherence to standards, with technical management expertise in enterprise IT services and operations. Experienced team management including IT operations teams, project management and support services including profit and loss experience.

Core Competencies

IT Service Delivery Program Management Project Management

Data Center Infrastructure Operations Electronic Troubleshooting

Electronic Troubleshooting ITIL Foundations Policy/Procedure (Visio)

Process Development Hardware/Software Internet/Intranet

Change Management Incident Management

Problem Management Configuration Management CA CMDB

Aerospace Systems Electro Mechanical Assembly

Signal Analysis Physical Security Team Leadership

CAB Leadership Trainer MS Office

Contiguous Improvement ServiceNow

Remedy Computer Associates

Employment History

Chestatee Regional Hospital

Security and Engineering May -2017 to Present

Responsible for hospital safety and security process, as well as policy and performance activities. Performs emergency code blue response to security and safety incidents. Update hospital policies and maintain the security of the hospital via exterior and internal patrols. Additional Duties: Video system maintenance and repair, GTE patient telemetry system operation and maintenance, GTE Ultrasound maintenance, Emergency IT support. Also responsible for Materials Management and Data update for standard stocked items.

End of Life Care Provider January-2017 to December 2017

Provided End of Life Care from January through December 10th of 2017 for immediate family member.

Novant Health

QC Change Management Sept-2016 to January 2017

Reviewed all change requests, performing quality reviews, risk management and insuring pre implementation testing compliance utilizing ServiceNow tool set. Verified CI’s in the critical path in predetermined workflow’s where critical business services were effected. Communicated to executive level business owners, affected departments and CAB members in advance of, during and post level 1 & 2 (Enterprise/Department) affected service outages required and approved by CAB. Hosted and reported outcomes in CAB (Change Advisory Board) meeting and acquired majority consensus for Level 1 and 2 changes approvals prior to execution. ( 1 = enterprise affected, 2 = department affected, level 3 = standard changes ). Developed change management department training materials based on current change management process.

HCTEC (Mission Health Systems)

ITIL Consultant November 2015 to April 2016

ITIL SME, responsible for problem/ incident management process improvement (project) and Easy Vista Tool Input requirements. Reviewed problematic ITIL implementation from Service Desk assessment of Severity 1 & 2 Major Incident initiation, created major incident response team processes and RACI chart creation. Incident communication matrix and multiple work products created as needed regarding streamlining incident and problem resolution. Problem Management of existing Infrastructure “Work Arounds” in place driving to final resolution. Training materials were created and handed off to be formal documentation for input into Mission Health QMS (Quality Management System) where IT support teams formal training is tracked.

Fujitsu Americas Inc.

Sr. IT Service Manager (ITIL) – Configuration Management April 2014 to June 2015

Reverse engineered the client environment for the integration of H/W infrastructure iand Applications for manual integration into the Computer Associates CMDB environment (3700+ CI’s manually input). Successfully created and implemented the “Discovery” process and associated work products used to input “Configuration Items” (CI’s) into Fujitsu client CA CMDB tenant. Reverse Engineered the Enterprise Environment to reflect in the Visualizer, the exact relationships of the Infrastructure and Application components for planning and risk mitigation in change. Worked closely with all Fujitsu line of service teams to troubleshoot and identify data integrity/quality issues for remediation. Worked closely with CMDB project resources in developing process flows and required process documentation to fulfill Fujitsu Americas Inc. (FAI) process including audit requirements. Identified and facilitated ITIL best practices implementation as required to insure change, incident and asset management functions within the CA tool suite were implemented in the specific workflows for Blue Cross Blue Shield of North Carolina.

Dell Inc.

Data Center Migration Consultant September 2013 to March 2014

Responsible for regional/global DCM (Data Center Migration) program/project management, daily review and escalation management of critical program, technical and delivery issue resolution. Managed DCM architect and technical teams in implementation of all data center migration activities. Facilitated client teaming in support of the movement from 43 small to large client data centers into Dell Inc. “State of the Art” data centers located in Plano TX. and Quincy WA. Managed a special projects team where non-standard H/W and applications could be addressed in parallel with “In-Progress” DCM Program deliverables.

Mountain States Health Alliance

IT Service Manager (ITIL V03, SME) Dec 2012 to Aug 2013

Identification and Implementation of target “ITIL Best Practices” projects and improvements to “ITIL Best Practices” currently in production. Specific concentration on incremental change, post process, tool analysis to existing change management, incident management and problem management best practices. Delivered ITIL and ISO 20000 roadmap for strategic planning and implementation as it was a natural product derived in the process.

A significant accomplishment derived from the service improvement initiatives was approximately 75% decrease in emergency changes where improvement to overall availability was recognized, raising the standard from 92.5% to 98.25%. The overall positive impact to MSHA IT services and the decrease in incidents caused by change, helped to validate a change in IT service culture and day to day risk management in the organizations movement to ITIL V03 process improvements. This positive movement provided the momentum in the organization to realize the potential for ISO2000 certification going forward.

Hewlett Packard, Managed Print Services

Account Delivery Manager (Bank Of America) May 2011 to Oct – 2012

Utilizing Standard ITIL communication best practices in teaming, reduced the account negative outflow per month, improving revenue and positively affecting profitability. Managed the team in recovery of negative equity with process and teaming with

improvements of margins significantly July 2011 thru December 2011 to the bottom line. The consistent improvement stalled the building erosion of account margins dramatically. This was accomplished as part of continual process improvement and implementation of ITIL basic organizational teaming, and communications process implementation.

Accomplished major technical improvements and multiple enterprise-wide service escalations stepping into technical rchitect role in resolving configuration and/or operational “Print Fleet Issues” enterprise wide. Positioned the WEB Jet Admin team for success by fully integrating teams and achieving the goal of “Service Excellence” and the highest level of customer confidence and satisfaction from a service delivery standpoint. The effect of the team restructuring resulted in an increase to the bottom line. This change in delivery of MPS services was required.

Volvo IT North America

NA UNIX Group Manager, Service Delivery Manager November 2006 to March 2011

Unix, Oracle, Websphere and Storage Team Operations and Management. Global Storage Manager, High Speed Computer Systems Manager. PLM Project Manager, Off Shore Transition Project Manager. (Bangalore India)

Achieved 5 years of continuous operations without any down time. Created the communication process and subsequent process for critical service testing that contributed greatly to the availability of Oracle data base fail over. Maintained all critical business services during a Sev 1 “Major Incident “, maintaining all manufacturing with no line shutdown or build package movement through the process.

KFORCE Professional Services

Program/Project Manager April 2005 to September 2006

Data Center Upgrade/Migration Project Manager

Computer Sciences Corporation

Service Delivery Manager/Transition Executive May 1998 To March 2005

Multiple Service Delivery account/assignments to include: Ascension Health, AON Corp (18 Employees), May Bank, (Malaysia) Bombardier (Germany) Motorola Corp, Nortel Networks North America, Gulf Stream Air Craft Corp, General Dynamics Advanced Technology Systems, General Dynamics Armament Systems, Dunn and Bradstreet. Each program consisted of 11 to 14 Projects (38 Employees).

Service Delivery Manager: General Dynamics ATS; 38 Employees. Maintained and managed teams for all infrastructure services including the Transition/Transformation Program Management completing 14 programs successfully on time and on budget, each containing 11 to 14 projects with distinct operation transition deliverables.

AT&T/Lucent Technologies/IBM Global Solutions

Infrastructure Operations Manager June 1995 to May 1998

Data Center, IT Infrastructure Management, Windows Server, Storage, Network, Voice and Video Service and Support Team Management.

Accusport International

Field Service Engineer, FAA QC January 1994 to June 1995

Manufacturing Process and Quality Engineer (Digital Signal Processing Systems). Systems engineering and manufacturing, field delivery and maintenance.

Loral Data Systems

Field Service/Hardware Systems Engineer March 1985 to 1994

Telemetry Systems, Electro/Mechanical Controls, Down Range Space Programs, Digital Signal Processing, design, manufacturing and field site delivery/installation (classified and commercial programs.) Cockpit Voice Recorder/Digital flight recorder FAA Quality Inspector.

United States Air Force

Mobile Radar Crew Chief 1981 to 1985

ANTPS 43E Mobile Radar Crew Chief and ACWS Fixed and Mobile Radar Technician/Crew Chief. Rapid Deployment Force, Latin America Special Operations command.

Duty stations: Keesler AFB, Ft Monroe, Langley AFB. (Deployments classified.)

Professional Education:

ITIL Foundations V2

LAN Management and Optimization

MS TCP/IP PC Repair

MS NT Core Technologies, Vax 7xx,8xxx, 9xxx Repair

MS SMS Administration, Basic Electronics

MS Enterprise, Advance Digital Theory and Design

Tivoli Administration, ITIL Foundations v2, V3 trained

Six Sigma Champion

CPI

Basic Life Support

Security Clearances:

TS-SBI (Not current)

DOD Secret (Not Current)

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