IT Operations & Project Management
Resume:
Waylon W. Inman
London, Ohio ***40
******.*****@*****.***
Profile
Experienced in Information Technology Service Management (ITSM), full-lifecycle projects using best practices. Extensive hands-on ITSM, IT Governance and Project Management skills have evolved over the years in IT leadership and functional roles. The most recent years focused on working with various State agencies to achieve higher levels of governance, and service improvements while lowering costs and increasing operational efficiencies. Ensuring established guidelines and processes were followed to fulfill the needs of the business.
Transformation Strengths
There exists no substitute for experience in helping IT organizations better leverage the strengths of their technology infrastructure and staff. My experience in these areas enable IT organizations to quickly achieve ITSM and IT Governance improvement objectives by transforming operations from a silo-based, reactive, and/or break-fix driven approach to a comprehensive repeatable, measurable, and efficient IT services strategy with documented policies and realistic service levels.
I’ve worked with IT leadership in Healthcare (Medco Health), Electronics (Funai Service Corp), Banking (JP Morgan Chase), and several State Government Agencies including boards & commissions. Developed effective strategies and policies, and guided implementations for practical improvements. Developed roadmaps that became the foundation for stable and sustainable governance policies and improvements, as well as service delivery and support operations. Collaborations with IT Business Analytical teams to establish measurable success factors and Key Performance Indicators (KPIs) that ensure improvements are quantified in business terms and with achievable Return on Investment (ROI) expectations.
Skills and Competencies
Leadership: Extensive skills in guiding IT management teams and staff through the development and deployment of a practical approach to IT Governance, and ITSM improvements. With hands-on project management involvement that achieves measurable objectives through effective communication, training, process engineering, and progress reporting.
Process Engineering: Effective coaching, mentoring and training about policy and process design, IT service improvement planning and project management, and IT business alignment.
IT Governance Frameworks and Methodology: ITIL, NIST Cybersecurity
ITSM Tools: ServiceNow
Monitoring Tools: BMC, FortiSIEM, InsightETE, Solar Winds
Automation: Robotic Process Automation (RPA), Watson, Dynamic Automation
Project Management Tools: Microsoft Project, Microsoft SharePoint, Microsoft Office Suite, Asana
Professional Experience
Infinite Computer Solutions – IBM, Columbus, OH 11/15-10/18
State of Ohio DAS Computer Center (Senior IT Operations/Project Manager)
●Utilize Information Technology Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) standards and best practices to support services provided at an enterprise level to all State Agencies
●Recognized by the State of Ohio as a Forward Thinker/Thought Leader skilled with the ability to turn innovative ideas into reality
●Directly responsible for Operations, Projects, and Infrastructure Management of the following service areas VoIP, DRC Video Conferencing, Problem Management, Application Performance Monitoring, Talent Committee, E-License, SLA Backlog, & Automation
●Developed DAS CSC Change Maintenance Process to be utilized during internal & external (vendor) changes
●Developed Checklist to be used during changes to ensure established process was followed
●Initiated & Drove VoIP Disaster Redundancy project utilizing Bidirectional Forwarding Detection (BFD) through full-lifecycle completion
●Initiated, Designed, & Stood up Disaster Recovery site capable of full operations in 2-day timeframe
●Designed & Built two help desks for the Ohio Business Gateway at Rhodes Tower & State of Ohio Computer Center
●Provided the Ohio Business Gateway with direct on-site support during critical business times of need which immediately followed the build out of the new helpdesks
●Built & Drove DRC Video Conferencing support model through full-lifecycle completion standing up a secondary base of operations to provide after-hours support of funeral & bedside visits for inmates and their families
●Developed & Standardized DAS CSC Major Incident Process to be utilized during Priority 1 Incidents on both agency & enterprise levels which included the facilitation of technical & customer bridge lines, logistics, communication and coordination of service area assistance as well as strategic management of high-level escalations
●Established Major Incident Fire Drill process to be performed on a monthly basis to ensure anyone involved in managing a major incident could engage without hesitation or losing focus
●Wrote certification test to qualify Leads & Managers of the CSC to Manage Priority 1 Incidents on all levels. All managers were required to pass this test regardless of experience or training for major incidents
●Built automation service map to utilize Robotic Process Automation (RPA), Watson, & Dynamic Automation for DAS & External Agency Integration
●Application Performance Monitoring project build-out through full-lifecycle completion to proactively identify service outages & interruptions utilizing FortiSIEM while exploring other options such as InsightETE & BMC through Proof of Concept (POC)
●Introduced executive management to the Ohio Explorer program for business technology to help youth decide their future career path
●Established weekly DAS OIT collaboration meeting which successfully brought all service area owners, managers, and leads together within the infrastructure bringing an end to a silo-based way of operating through effective communications strategy
●Provided direction & guidance to operations management to effectively manage CSC agents and technicians related to OIT Services (O365, Mainframe, Network, Security, Servers, Database & Storage)
●Initiated quality assurance review of agents ensuring all duties such as making sure tickets were assigned to the appropriate groups while meeting Service Level Agreements
●Development of high-level CSC reports (After-hour Awareness Report, Shift Hand-off Report, Senior Management Reports, Executive Management Reports, etc.)
●Strong focus on providing exceptional service at an enterprise level to State Agencies, Boards and Commissions
●Demonstrated ability to complete multiple projects simultaneously according to business and technical requirements
Collabera - Brillio, Columbus, OH 09/12-04/15
JPMorgan Chase (IT Operations Manager – Global IT Help Desk)
●Directly responsible for managing Global IT Help Desk operations providing level 1 & level 2 remote support which consisted of just over seventy-five agents & technicians
●Chase Global Help Desk supported 250,000 employees with level 1 & 2 remote support for over 10,000 applications
●Both levels of support were provided through inbound calls, ITSM tools such as Vulcan & Peregrine, Email, and live chats
●Call monitoring, tickets & chats, etc. were reviewed on a consistent basis to ensure quality assurance
●Guided team leads & staff to consistently meet & exceed all target goals per Chases expectations
●Guided technicians to utilize all necessary tools to resolve client issues & Enforced focus to technicians where direction was needed
●Held weekly meetings advising the team of current expectations & how to meet them which successfully lead the team to consistently exceed weekly resolution targets
●Provided monthly personalized one on one guidance & career goal setting for each individual team member
●Coordinated weekly with senior management to determine current business needs
●Initiated & Drove weekly leadership discussions with subject matter experts (SME), team leads, and operations managers to maintain collaborative efforts
●Manage & mitigate escalations that level 1 & 2 agents and techs were unable to mitigate
●Provided substantive data to business intelligence groups to properly engineer scripts & fixes for common issues
●Provided reporting & metrics to senior management spanning from base-level to high-level for the entire project
●Responsible for scheduling & attendance of the entire team
●Monitored Key Performance Indicators (KPI) to assist technicians and agents in meeting service level agreement targets
Education
Licking County Joint Vocational School, Newark, Ohio 1995-1997
Completed Study
Babbage Simmel, Columbus, Ohio 2019
NIST Cybersecurity Frameworks
PMP
Current Study
www.linkedin.com/in/wayloninman
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