Director, Enterprise Service Management

Gene Dunn

San Antonio, TX – ****@********.*** – 210-***-**** - https://www.linkedin.com/in/genedunn/

ITIL Expert Certified IT Leader – Technology experienced, action-oriented IT leader with a solid history of effective Enterprise Service Management with ITIL Expert Certification, and successful ServiceNow implementations deploying technology resources with a focus on quality and process improvements to deliver outstanding business value.

As an ITIL Expert, assessed the maturity of existing tools and processes across 8 operating divisions and led a ServiceNow implementation across the 2,500-employee enterprise. Within 6 months, consolidated 5 ITSM tools to one, saved $3M in annual staff and license costs, and earned a Vericast “Pillar of Excellence” award nomination.

Led data center optimization project of Vericast’s 12 data centers. Migrated and decommissioned 8 data centers by leading a team of 6 directs and 40 matrixed SMEs, relying on GDCA ratings to select the 4 core data centers. Within 1 year reduced operating costs by $2.3M/year, while improving data center service delivery across the enterprise.

Skills & Tools

Certifications and Training

Information Technology Infrastructure Library (ITIL) 3 – Managing Across the Lifecycle (Expert); ITIL Release, Control, and Validation; ITIL Planning, Protection, and Optimization; ITIL Service Offerings and Agreement; ITIL Foundation; ITIL 4 Managing Professional; 5-Why Root Cause Analysis; Project Management for the 21st Century; Kepner-Tregoe Problem Determination; Public Trust Clearance – Inactive; Top Secret, SCI Clearance – Inactive

Proficiencies

ServiceNow; HP Service Manager; Remedy; Agile Development; Scrum / Waterfall Project Management; MS Office; LAN/WAN/MAN; CA Unicenter; SolarWinds; Microsoft SCCM; RedHat; Casper

Core Competencies

Action Oriented Leadership; Management of Remote Resources and Services; Full lifecycle Enterprise Service Management; IT Operations and Data Center Operations Management; Incident, Problem, Change, Release, Request Management; Service Level Management

Experience

Vericast (4 years)

Feb 2016 to Jul 2020

Director of Operations and Service Management

Tactical and strategic leadership to ensure service levels meet agreements and expectations by driving operations and service management activities for eight operating divisions across multiple lines of business. Directed activities across the enterprise supporting incident, problem, change, release, and process improvement initiatives for over 600 applications while managing an annual budget of over $5M. Management of over 30 direct staff in a mix of on-site and remote locations including internationally.

Deployed ServiceNow across the enterprise to standardize service management processes, metrics, and outcomes.

Built and managed an Agile development team to deliver Enterprise Workflow products on the ServiceNow platform achieving over $2M in annual revenue generation/realization/cost reduction.

Transitioned data center operations from vendor to in-house, improving service and delivery while reducing overall costs.

Increased standard change rate from 25% to over 55%, driving more beneficial change with less business impact and burden to delivery teams.

Reduced critical incidents by over 60% by implementing ITIL best practice problem management across operating divisions and driving process consistency, enabling leveraged standard services.

Reduced critical incident MTTR by over 50% by efficiently directing incident management activities across the enterprising and leveraging proactive event management for early detection.

HP Enterprise Services (15 years)

Aug 2001 to Feb 2016

Service Delivery Manager

Delivery leadership for enterprise operations and service management activities for 5 accounts. Managed a mix of onsite, remote, and offshore resources supporting up to 5 data centers, with dozens of LAN, WAN, and field sites.

Consolidated Network Operations and Security Operations into a single organization. Defined and executed strategic vision for new Operations Center delivering 24x7x365 operations, security, release, capacity, change, critical incident management and infrastructure tools support.

Implemented enterprise service management best practices across multiple companies using HP Service Manager and Remedy tools.

Collaborated closely with client executive leadership to define and meet business and service objectives.

Identified improvement opportunities and drove remediation projects across all service management practices.

Managed US and international delivery teams for support of multiple clients.

Client List:

Phillips Lighting (2 yrs)

Bristol Myers Squibb (2 yrs)

Sprint/Nextel (3 yrs)

US Centers for Disease Control (2 yrs)

US Food and Drug Administration (6 yrs)

Prior Experience

Premier Systems Integrators – Infrastructure Services Manager (4 yrs), Charlotte, NC

Duke University – System Administrator (3 mos), Durham, NC

CTG – Senior Consultant (1 yr), Memphis, TN

Cargill – System Administrator (1 yrs), Memphis, TN

Reliance Electric – Plant IT Manager (5 yrs), Weaverville, NC

US Army Reserve – Radar Intercept and Identification Technician (8 yrs), Charlotte, NC

Education

2002-2005 Information Systems, Strayer University

Affiliations / Interests

Associations

IT Service Management Foundation (ITSMf), ServiceNow User’s Group (SNUG)

Volunteer

Mecklenburg County Information Services & Technology Advisory Committee, San Antonio Pets Alive (SAPA) United Way, Huntersville 101

Mentor

Junior Achievement, NC State Youth Council

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