IT Service Management
Resume:
PROFILE
What’s your why?
Randy chose the ITIL Framework as his tool set of choice for delivering results. With strong working knowledge along with his own creative ideas, has fueled many successful process upgrades. Team oriented he avoids the limiting effects of silos. Randy mentors and collaborates with his team and co-workers in brainstorming and planning sessions.
He has exceptional customer service and interpersonal skills. Everyone is his customer, and he is inclusive and treats everyone equally. Randy is passionate and goes the extra mile to deliver outcomes. He is not shy, he shares his skills and understanding to improve results.
CONTACT
PHONE:
LINKEDIN:
https://www.linkedin.com/in/randylinden/
ad1af5@r.postjobfree.com
ACTIVITIES AND INTERESTS
Travel
Photography
Adventure/Outdoors
Family
Randy linden
WORK EXPERIENCE
Change & Problem Manager
April 2015-July 2023
I am a highly experienced ITSM Leader with 20+ years of expertise in ITIL process and strategic planning. Skilled in collaborating with organizational leadership to guide operational strategy and improvement. Proven success in spearheading innovative approaches focused on people, process and tools, enabling teams to achieve improved levels of delivery.
Problem Management, Senior Staff Facilitated operational meetings to ensure leadership awareness of Service Management Key Performance Indicators. Provided service management and delivery process support during routine and project activities, also developed repeatable workflows to ensure predictable delivery of services in compliance with service level agreements. Compiled and analyzed statistical data and trends relating to Key Performance Indicators, service level compliance and operational effectiveness. Worked with other service managers to ensure consistency of delivery, adherence to best practices and continuous improvements.
Process Metrics, Responsible for Incident, Problem and Change Management. Implemented policies for incident, problem and change-identification, documentation, resolution, and escalation when required. Developed and reported on metrics and key performance indicators used to evaluate responsiveness and resolution procedures, such as SLA Not Met, KPIs: Mean Time to Acknowledge, Mean Time to Restore, and Mean Time to Repair. Designed and reviewed reports to understand current response times and areas for improvement. Review the ten most significant, unresolved problems impacting production. Partnered with support managers and their teams to review impacting items and discuss current status, resolution procedures, and target remediation time frames
Ran CMDB governance board, driving results.
Enhanced change process by adding approvals at the change task level.
POC UAT testing in ServiceNow prior to Production.
Integrated Release mgmt. to review and approve all AppDev changes.
Managed daily change operations, prep, clear roadblocks, emergency approvals, host CAB.
CAB report, attendance, post implementation review of failed changes.
Continuous improvement of the change process.
Principal trainer for incident, problem and change.
Develop, train and document Major Incident role, managing incidents to reduce MTTR.
Metric reporting for incident, problem and change for trends and analysis.
Benchmark and develop SLA’s.
Percent of changes successful, failed, rolled back; and Emergency.
Annual review/update of policy and procedures for Incident, Problem and Change processes.
Trainer to end users IT fulfillment teams on ticket mgmt. and queue master.
ServiceNow reporting for Change and Problem – List reports, Pareto, bar and pie charts for problem burn down, root cause bar charts based on root cause category/sub-category, report of incidents caused by change.
Skills and Qualifications:
Performance Management, Project Management, Coaching, Supervision, Quality Management, Results Driven, Agile, Sprint, Developing Standards, Foster Teamwork, Handles Pressure, Giving Feedback, Problem Management, Root Cause Analysis, Trend Analysis, ITIL Foundations Certification, Post Incident Analysis, ServiceNow.
Senior Service Level Analyst
Sacramento, California
August 2011 – March 2015
Developed and ran the SLA Program for outsourced vendor, report weekly SLA prelims, and monthly metrics to validate vendor metrics.
Wrote new SLAs with business requirements; run metric baselines and SLA targets.
Managed the monthly vendor attainment and recon of target variances.
Mentor, trainer, facilitator, consultant for continuous improvement of our SLM process, including integration with other service support processes for strategic direction.
Instrumental in training and development for off-shore team transition.
Senior Technical Analyst
Sacramento, California
March 2011 – May 2011
Wrote comprehensive document for stand-alone Kiosks for patient records, Rx, bill pay and information to be deployed throughout Sutter campus lobby locations.
Provided status to management of project progress, changes in resource availability and project risks; communicating both business and technical issues and solutions to both technical and non-technical audiences.
Reviewed and analyze “as is” processes, policies, procedures; and wrote a support model for PCI compliant Kiosks located in Hospitals lobbies.
Model included analysis, process development, work flow, supporting policies, procedures with recommended best practices. Support model was the “to be” process, policy and procedure deployed to six affiliate regions for use in day-to-day support activities. Sutter used Kiosks as part of their improved customer service program.
EDUCATION
University of Phoenix
1999
Bachelor of Science in Business Management
7/12/2003
Masters MBA/Marketing Option
Certifications
ISO/IEC 20000 - Associate 12/24/2014
ISO/IEC 20000 – Foundation Bridge 9/23/2014 Loyalist 09/23/2014
ITIL Service Management – Foundation Certification V3 10/20/2009 EXIN
ITIL Service Management - Foundation Certification, January 2000
Practitioner training (No Cert) on Incident, Problem, Change, Configuration, Release and Service Levels
ISO/IEC 20000 Foundation Qualification 9/8/2016
ISO/IEC 27000 Qualification /2016
Member Associations
IT Service Management (itSMF) USA – Member Since 2004
Arizona ITSM Professionals – September 2014
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