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IT Service Management, ITIL, ServiceNow

Lewisville, Texas, United States
September 28, 2018

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Eugene Jackson

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


Lewisville, TX 75067


University of Phoenix Phoenix, Arizona

Information Technology


ServiceNow Foundations

ITIL Foundations/Service Management Certification v3

IBM Rational Clearcase Administration, Fundamentals, Meta Data, Multisite, Disaster Recovery

Sun/Solaris/AIX: System/Network Administration, and Essentials


Global Cloud DC Ops (HA, Infrastructure Hosting models [Azure/AWS], Web certificates, VMWare, Oracle, SQL, Win/LINUX)

CRM/Vendor/Business Partner Relationship Management, Demand/Consumption, Oversight, Governance

Technical Financial Management (P/L, assets, contracts, SOW, licenses, SLAs, Tier Support, PS agreements)

IT Service Mangement Service Strategy, Design, Transition, Operations/Monitoring/Alerting/Support

HIPPA, PCI, SOX, ITIL, ITOM, COBIT, CMMI, Six Sigma, DevOps, SDLCS, SaaS, ServiceNow, Remedy, Agile/SCRUM

HR Direct Management of staff (hiring, mentoring, discipline); Offshore Management skills (EMEA, APAC, teams, "follow the sun")

Tactical and Strategic Project/Program Service Delivery Agent (Selling, growth, business, process, “get it right the first time”)

Proactive leadership skills, ownership, direction in crisis, understand IT from a Program level, not just execution of "serial" tasks

Program/Project Management Achievements

2 time consecutive year Dundee award winner (award voted on by organizational peers)

Created Global IT Service Management Process life cycle (Incident, Problem, Release, Change, Configuration Management)

Successful platform redevelopment effort for Gannett (new USAToday web/mobile delivery)

Reorganization and alignment for 2Wire/Pace global hosting/HA/application/hardware/firmware support team

Pearson SuccessNet re-development project ($300 million flagship product)

Global Data Center/Network infrastructure upgrade to DS3 (40% increase in throughput)


Hilton April 2014 to Present

$10.5 Billion travel/hospitality services company Director IT Service Management

●Responsible for building/managing global DC operations (Follow the sun, 365/24/7 in over 5K properties). Expert skills with ITSM Incident, Problem, Change, Release, Request (Service Desk) management processes and operations teams. Manage and drive outage/issue communications and escalation with corporate office personnel, IT leadership, and key business stakeholders (including C-level); RCA and Problem Management process (proactive, reactive); MTTR/MTRS focused

●Develop, manage, and implement IT Service management & governance of Hilton’s outsourced service providers. Drive Hilton Cloud based solutions project to successful completion. Lead initiatives through the standard methodology from project approval to deployment. Lead Bimodal IT transformation objectives. Lead internal and external partners in strategy and project initiation, architecture, requirements analysis, design, project management and systems integration activities..

Gannett/GMTI Norfolk, Virginia May 2012 to March 2014

$5 billion international digital media company Sr. Tech Program Manager (ITSM)

●Manage a cross functional team responsible for Global DC, IT Service Management for the Relaunch program (Incident, Change, Release, Problem, Request & Configuration Management) a dramatic UX design change, to a new delivery platform for the USA website. Overall technical delivery accountability for global hosting infrastructure architecture, development and operations initiatives in an environment that included technologies such as Akamai, Apache, Cloud Computing, Django, Keynote, LAMP, Load Balancing, Memcached, mySQL, noSQL, Open Source, PostgreSQL, Replication, SNMP, Solr, SQUID, Tomcat, Varnish, and VMware.

●Built and lead the global 7-person SDLC Management team serving the highest-profile application platform at a digital-first Fortune 500 media company. GMTI hosts Gannett’s consumer-facing web/mobile properties on the Gannett Digital Platform (GDP), providing process and operational support that allows us to reach millions of users and serve billions of page views, every month. RLM is at the center of this activity: coordinating work by 25+ teams on 50+ applications/services, ensuring change happens “at the speed of business”, but safely enough to maintain “always-on” delivery.

Sila Solutions Group Seattle, Washington Sep 2011 to April 2012

$300 Million solutions/services company Senior ITSM Consultant

●Responsible for IT Service Management program and project objectives primarily with Release, Configuration, Change, Incident, Request, & Problem management. Develop programs for AS 9100, CMMI, and ACE certifications. Additional duties include creating Information Security, Disaster recovery, and Business continuity plans, procedures/audit.

2Wire Tempe, Arizona March 2009 to Feb 2011

$700 million international broadband services company IT Director, Solutions Support

●Direct mission critical Incident, Change, Problem management leadership and expertise; built a best practice team of broadband service professionals providing Service Level/Crisis Management, adherence to the Defect Life Cycle and KPI/SLA metrics and reporting.

●Lead internal and external partners in strategy and project initiation, architecture, requirements analysis, design, project management and systems integration activities. Reorganized the Solutions Services organization (12-15 direct reports) hardware, software, firmware engineering/support resources in a 24/7/365 environment providing 999.99 availability to better support the new Defect Management Process.

●Responsible for IT Global DC Production support, cross-functional technical, process and business teams focused on profitable delivery of high quality business solutions (HA/Hosting infrastructure/SaaS). Professional services management with proven track record of quality, on time, on budget project delivery, through management of the intersection of people, process, and technology.

PEARSON Chandler, Arizona August 2005 to February 2009

$8 billion international media company Senior Manager, Enterprise Systems Management

●Direct Incident, Change, Problem, Configuration, Request, and Release management leadership and expertise. Lead internal and external partners in strategy and project initiation, architecture, requirements analysis, design, project management and systems integration activities.Built a best practice team of (25) offshore and local professionals providing IT Service Management, timely and accurate software promotions to managed environments; continuous improvement, automation & adherence to ITIL based processes and code audits.

●Responsible for all IT Service Management support, cross-functional technical, process, HW HA global infrastructure operations, connectivity, and systems setup, maintenance, support, and DR for distributed locations in an interop (Agile development) environment. Additional duties include remote access, security, support and SOX compliance across the enterprise.

COMPUTER GUIDANCE CORP Scottsdale, Arizona March 2005 to July 2005Manager, Software Configuration Mgt

GENERAL DYNAMICS Scottsdale, Arizona May 2000 to January 2005 Software Release Manager

ECLIPSYS CORPORATION Phoenix, Arizona June 1996 to March 2000 Systems Analyst V

ENCORE/GSSI CORPORATION Atlanta, Georgia August 1993 to March 1996 Sr Technical Support Engineer

WORDPERFECT CORPORATION Provo, Utah November 1990 to June 1993Sr Technical Resource Engineer

UNITED STATES AIR FORCE Hill AFB, Utah September 1986 to September 1990 Maintenance Data Systems Analyst

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