Willis (Ray) Allen

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

Richmond, CA 94804

510-***-****

ad1jzb@r.postjobfree.com

Technical Experience

Over fifteen years of experience in the ITO Service Delivery arena, experience with large, mid-size, small clients, and multiple platforms. Service Level Management providing single point of contact between IT services and the business interests to measure and deliver the business's desired and contracted outcomes from multiple support organizations within IT department or vendors. Key delivery roles in ITIL and ISO 9001 service delivery environments for project management, incident, change, problem, customer services, and steady state support for multiple platforms. Multiple years of experience as Leader in client and customer services as Help Desk Manager/Leader and Client Services.

Technological Inventory:

Microsoft Office - Word, Excel, PowerPoint, Access, Project, and ITIL. Remedy, Peregrine, and Service Now user experience.

Professional Experience

Uber Driver 10/2016 – 2/13/2023 Uber/Lyft – Self Employed Driver

Used Uber App to locate and pickup riders from multiple locations and deliver clients to their designated destination while ensuring safety of client and using provided data provided by Uber/Lyft for personal fiscal impact.

Service Delivery Analyst 4//2017 – 5/2020 JSS Enterprises, Multiple Clients-State of California, Blue Shield, SMUD, and JPL

Monitored monthly SLA performance for multiple delivery silos on critical accounts. Work with change and incident teams to monitor daily performance on tickets and determine any significant impact to daily production output. Responsible for reporting issues to management team and interfacing with delivery teams to observe their progress in meeting monthly SLA and OLA.

Incident Manager 5/2016 – 9/2016 Gen Pac/Cisco Cisco/Gen Pact, San Jose, Ca

During a monitored or escalated outage managed all communications, notifications to support groups, jabber communications, and WEB-Ex bridge conference calls. Updating ticketing and all appropriate reporting media during and post outage events. Assign resolved incidents to appropriate support group/person and determine problem case assignment to the appropriate group/person. Monitoring critical jobs and reporting failures or delays to the appropriate support groups.

Business Analyst/Service Analyst 2015 -2015 The Gap, SF San Francisco, CA

Managed Omni channel applications services which provided Services to 500+stores in four markets including North American, European, Japan, and Canada for multiple brand stores including The Gap, Banana Republic, Old Navy, and Athleta. Providing SLA guidance and detailed reports on monthly operations including reporting on Severity 1 -4. Providing leadership summaries for all Severity 1 and 2 to upper management. Develop reports from ServiceNow incident data for presentation to upper management. Interfacing with support teams and business partners to provide a seamless support structure for our business partners to reach their business goals and objectives.

Change Manager/Problem Manager 2012 – 2013 FHLB San Francisco, CA

Managed hardware, software, and network changes for FHLB-SF data center operations. Coordination and facilitation for all changes were represented and presented during the weekly CAB. Insuring changes met the ITIL standards for changes within the data center. Facilitated Monthly Planning meeting for the Monthly Preventative Maintenance Window for all technical changes. For all changes insured management and technical approvals are complete prior to implementation. Facilitated RCA meetings for failed changes/problem resolution that had production impact. Produced weekly and monthly SLA and KPI reports for change/problem management. Project Team member for migration from Remedy to ServiceNow implementation representing change and problem.

Service Delivery Analyst 2008 to 2012 Hawkins LLC/JSS Enterprises State of California Sacramento, CA Hawkins, LLC

Managed client’s migration into service structure at data center. Managed ITIL processes for Incident/Problem and Change Management for multiple clients. Develop incident and problem templates for ITIL processes for support and client organizations. Develop change management templates for ITIL processes for support and client organizations. Function as SME for client's processes for integration into the ITIL environment for data center support of the client. Represented client at Daily Critical Outage Meetings. SME for incident/problem status calls and weekly Change Advisory Board (CAB) Meetings.

Client Services Representative 1998 to 2008, EDS-HP, Rancho Cordova, CA

Single point of contact for all client issues at the Data Center for multiple clients. Coordinated interface with support groups regarding client’s relationship, both technical, and production issues.

SLA & OLA management and governance.

Incident/Problem management in ITIL environment.

Change Management in ITIL environment

Mid to Small Project Management

Client interface to manage and resolve technical and relationship issues.

Managed and facilitated all client meetings for on-going issues, CAB, and SLA/contract reviews.

Managed SEV1 & SEV2 Conference calls for specific clients acting as client SME and facilitating outage resolution.

Work History:

Professional Experiences

Hawkins LLC – Service Delivery Analyst 2017 – 2020

GenPact/Cisco Systems- Incident Manager 2016 – 2016

The Gap - Business Analyst 2015 – 2015

Federal Home Loan Bank-SF - Change Manager (Contract) 2012 – 2013

Hawkins LLC - Service Delivery Analyst 2008 – 2012

EDS-HP Client Services Representative 1998 - 2008

Wells Fargo Help Desk Manager 1996 – 1997

Professional References:

Andrea Barber Hawkins LLC Managing Partner 916-***-****

Jerry Owsley US Government Security Consultant 916-***-****

Geri Green – Client Services Lead 916-***-****

Contact this candidate