Service Desk Management
Resume:
George Breen
Service Management Leader
Contact
Alpharetta, GA 30004
*******************@*****.***
Objective
Obtain a leadership position in Service Management that utilizes my extensive and varied skills in this area.
Education
Rogers State College
Claremore, OK
Associates in Comp Sci
Key Skills
ITIL Service Management
Vendor Management
Operations Management
Service Desk Management
Data Analytics
Agile Methodologies
Experience
July 2014 – March 2024
Vice President Service Operations Leader • Synchrony
Led a department of Service Delivery Managers responsible for 24x7 major incident management, as well as problem management. Held the role of "ITIL process owner" for both incident and problem management, overseeing significant out-sourced arrangements for major incident management and the internal IT Service Desk functions. Provided detailed requirements for the implementation of the company’s IT Service Management (ITSM) system (ServiceNow) and support engagement tools.
Led the transition from one vendor-provided internal IT Service Desk to another, as well as the insourcing of the 24x7 major incident management function, resulting in improvements in user satisfaction and overall productivity.
Transitioned to a modernized incident response system (PagerDuty), implementing automation that measurably improved response times and reduced Mean Time to Repair (MTTR).
Directly responsible for numerous governance functions, including responses to OCC exams and the creation and administration of SOX controls and measures.
Utilized a Kanban-based approach to prioritize, implement, and refine system and process improvements, serving as the "Product Owner" for the organization's JIRA board.
June 2007 – September 2013
Senior Service Desk and Deskside Support Manager • Worldpay
Led IT Service Desk as well as PC/Deskside Support for all WorldPay US employees (1400+). Consolidated and brought in-house both of these functions, which had previously been out-sourced.
Coordinated a wide-scale (800+) PC and laptop upgrade program as well as a migration from XP to Windows 7.
Managed access administration functions for entire company and conducted regular user entitlement reviews using SailPoint IdentityIQ.
Implemented Service Desk Express ticketing solution.
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