JAMES BERNHARD

Waldwick, NJ

201-***-****

ad467v@r.postjobfree.com

https://www.linkedin.com/in/jim-bernhard-b31a931/

EDUCATION: Cornell University - MBA

State University of New York/Albany

BS in Business Administration/Management Information Systems CERTIFICATION

& TRAINING: PMI Project Management Professional (PMP) ITIL v4 Foundation Certification

AWS Certified Cloud Practitioner

Microsoft Certified Azure Fundamentals

Six Sigma methodologies – working knowledge

Agile/Scrum methodologies – working knowledge

WORK EXPERIENCE:

Consultant – September 2023 – Present

TIAA/Nuveen – ITIL Program Manager

• Creating IT policies for Incident Management, Problem Management, and Change Management.

• Creating Change Management process focusing on implementation plan, backup plan, risk assessment, etc.

• Performed Gap Analysis and designed Service Improvement Plan.

• Designing Incident Management, Service Request, and Change Management portals in FreshService ticketing system.

BetMGM – Jersey City, NJ – February 2022 – September 2023 Senior Manager, Head of IT Service Delivery

• Created ITIL based IT service management framework that aligns with BetMGM goals and strategy.

• Conducted weekly/monthly IT Service Reviews with senior management including CEO.

• Created ServiceNow dashboards for use by technical teams.

• Provided guidance on best practices for Incident Management, Problem Management, and Change Management.

• Participated in weekly Change Advisory Board (CAB) meetings.

• Coached teams on providing RCAs focused on lessons learned and mitigating risk of recurrence.

• Reduced Major Incidents from 40+/month to <20/month.

• Reduced Incident Mean Time To Resolve by 50+%.

RSM US LLP – Edison, NJ – May 2021 – February 2022 Client Technology Advisor

• Led client engagements for managed services clients including Amicus Therapeutics and StubHub.

• Conducted weekly/monthly/quarterly service reviews with clients.

• Ensured delivery assurance and compliance with SLAs, KPIs, and overall terms of SOWs.

• Collaborated with client on ServiceNow workflow improvements.

• Collaborated with RSM partners on service improvements around Incident Management and Problem Management.

• Created ServiceNow dashboards for use by technical teams.

• Participated in Change Review process to ensure successful implementations.

• Completed monthly client billing.

HITACHI CONSULTING CORPORATION – Madison, NJ – October 2018 – May 2021 Senior Manager, IT Service Manager – Allergan Account

• Acted as the single point of contact on managed services contract with HCC’s largest client, Allergan plc.

• Managed transition activities as Hitachi Consulting assumed control for provision of Infrastructure, Office365, SAP Basis, Network/Telecom and Service Desk services.

• Responsible for all Service Management functions including management of P&L, Problem Management, Change Management, Continual Service Improvement, and presentation of Service Reviews and Quarterly Business Reviews (QBRs) to C-level management.

• Chaired innovation/automation efforts to reduce P1 Incidents by over 60%.

• Ensured compliance with SLAs/KPIs.

• Produced and analyzed ServiceNow reports on aged Incidents and Service Requests.

• Managed relationships with third party vendors/partners including Presidio and oXya. WPP – New York, NY – June 2015 – October 2018

IT Customer Service Manager – North America

• Managed relationship between WPP and managed service provider (IBM) ensuring that IBM met contractual obligations and delivered a high level of service.

• Developed strategies to address customer escalations and customer communications around Severity 1 incidents.

• Conducted monthly service reviews with key stakeholders to report on SLAs, metrics and trending.

• Identified continuous improvement opportunities and implement process improvements to improve Customer Satisfaction by over 20%.

• Provided oversight on desktop upgrades and patching.

• Interfaced with Change Management to ensure timely, seamless implementations.

• Produced and analyzed ServiceNow reports on aged Incidents and Service Requests. DEPOSITORY TRUST & CLEARING CORPORATION (DTCC) – Jersey City, NJ – July 2008 – June 2015 IT Governance Architect

• Served as the single point of contact for all issues related to ServiceNow.

• Led effort to convert IT service catalog offerings from a Lotus Notes environment to ServiceNow – including management and tracking of enhancements/defects, end user support and training, and presentation of SLA metrics to senior management.

• Partnered with Change/Release Management team to re-engineer ServiceNow enhancement process.

• Established ITIL standards and processes involving Incident Management, Problem Management, and Change Management, and designed measurement tools to document compliance with standards.

• Managed SLA automation program, reducing processing time by 75% and providing metrics on demand.

• Produced management reporting structure, detailing SLA attainment by business line and providing for improved client satisfaction.

• Led efforts to identify root causes of SLA breaches and to mitigate the risk of future events.

• Managed implementation of the CAST software analysis tool. MERRILL LYNCH & CO., INC. – New York, NY – June 2006 – July 2008 VP, Global Managed Desktop Services (GMDS)

• Managed 100+ IBM contractors providing desktop support and associated vendor management.

• Established a PMO function for GMDS utilizing PMI best practices, leading to projects being completed on time and within budget at a rate of over 90%.

• Drove favorable customer satisfaction ratings to 94% utilizing ITIL service delivery methodologies and Voice of the Client feedback to identify perceived gaps in service delivery.

• Managed a portfolio of GMDS projects in excess of $2.5MM.

• Led process re-engineering initiatives that reduced monthly departmental costs by $50K per month.

• Produced weekly performance metrics and dashboards for review and action by senior management.

• Drove efforts to lead Platinum SLA attainment percentage to 92% from levels routinely below 80%.

• Chaired monthly meetings to review/approve/reject suggested amendments to service contracts. IBM, GLOBAL SERVICES DIVISION – April 2003 – June 2006 IT Financial Analysis - AT&T and Medco Accounts – Franklin Lakes, NJ

• Managed Strategic Outsourcing accounts in excess of $100MM, utilizing IBM Application Developers located in the US, India, and Canada.

• Formulated strategies that resulted in an additional $500K of gross profit.

• Created reports for senior management that detailed revenue/cost/gross profit forecasts and actuals vs. forecast.

• Monitored headcount and the effect of headcount fluctuations on profitability.

• Conducted reviews to ensure compliance with internal IBM controls and SOX regulations.

• Created financial models to evaluate viability of potential projects involving human resources or capital expenditures - including but not limited to break-even, ROI, NPV, and IRR analyses.

• Responsible for month-end accounting close, including general ledger reconciliations, accruals, and deferrals. Business Aligned Project Executive – JP Morgan Chase Account - New York, NY

• Position was transferred to IBM as part of the service contract signed by JPMC and IBM in December 2002. Duties were consistent with my previous position at JP Morgan Chase. JP MORGAN CHASE & CO. – New York, NY – February 1999-April 2003 VP, Business Aligned Service Delivery Manager – Investment Management & Private Banking

• Served as the primary liaison between 5,000 clients in the JP Morgan Chase Investment Management business and Enterprise Technology Solutions (ETS), the Firm's technology organization.

• Developed and reported on SLAs, KPIs, and other performance metrics and led root cause analysis efforts.

• Developed and reported on Help Desk metrics – e.g. time to answer, time on hold, resolution during initial call.

• Implemented requests for technology service and support - including negotiation of new services, implementation of service changes, and development of pipelines used for prioritization of upcoming projects. VP, Project/Program Manager – Chase.com/LabMorgan

• Provided internal consulting and project/program management services to internal clients implementing content on the Chase.com web site. Billed time internally at a rate of $10K per month.

• Worked with internal clients to document business requirements, establish budgets, and forecast projected financial impact of technology projects.

• Briefed internal clients on the use of standard Bank tools for content management, security, reporting, and search.

• Developed detailed plans in MS Project that covered the full project life cycle. Senior Technical Officer/Webmaster – Chase.com

• Coordinated content management program associated with the Chase.com web site re-launch, working closely with representatives from various business units including the Investment Bank and Credit Cards division.

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