Manager Service

BRUCE SKURKIS

Greater Chicago Area 847-***-****

************@*****.*** www.linkedin.com/in/bruce-skurkis IT OPERATIONS SERVICE MANAGER

Change Management Major Incident Service Restoration Collaborative Team Leader Process Driven

Dependable ITSM and ITIL leader setting team direction to resolve incidents promptly and efficiently. Seasoned incident manager working with global teams to exceed our client’s expectations. Led managed service non-direct reporting teams to restore failed systems and services with urgency to minimize business impacts. TECHNICAL COMPETENCIES

GSuite MS Office Suite Visio Apptio TOAD SQL DB Objects creation / maintenance PL/SQL ServiceNow Light DBA Object creation MS SQL Server Oracle Forms Development UNIX PROFESSIONAL EXPERIENCE

ARDAGH GROUP, Chicago, IL Feb 2020 to Apr 2020

IT Change Management Analyst

Contract position to fill in for an employee taking a leave. Learned and documented their Change Management processes. Reviewing Changes to ensure they met published process requirements. Ensuring all Changes are prepared for SOX Audit teams to review. Run separate IT and HR weekly CAB meetings with Business and IT leadership to review and approve changes and their scheduling. MOTOROLA SOLUTIONS, INC., Chicago, IL 1978 to Oct 2019 IT Operations Service Manager 2011 to Oct 2019

Oversaw Finance and Order Management applications. Provided guidance to support teams for incident management and customer escalations. Built and represented Jira User Stories to advance, prioritize and implement client needs.

• Chaired and facilitated Major Incident service restoration teams. Failures included failed login page presentation to the user. Failures included failed work flows due to data base server system dates being out of sync. Slow performing SQL statements that required tuning. Complete application failures due to storage array outages.

• Followed a process at the start of every major incident. First, understand the application failure and the business impact. Reviewed what was known about the failure. Determined what other teams needed to be involved. Started the process of elimination or dive directly into the known error. Built a restoration path with estimates. Assigned tasks to teams to eliminate ambiguity.

• Chaired Management bridges to describe the failure, detail the restoration path and include estimates. Elicited IT management and business team feedback. Took that back to the technical bridge to incorporate into the restoration path activities underway. BRUCE SKURKIS ************@*****.*** PAGE TWO

MOTOROLA SOLUTIONS, INC. (Continued)

• After services were restored, assigned root cause analysis to appropriate team. Scheduled due dates and reviews. Created Problem ticket to document the root cause and all corrective recommendations. Created Knowledge Articles for future reference or created Jira User Stories to implement program changes or to apply patches.

• ServiceNow ITSM practitioner ranging from Incident and Change Management, to Program management and Root Cause analysis. Lastly, CMDB and configuration management functions.

• Incident ticket analysis measuring MTTR against to KPI’s. Held support team partners accountable for meeting SLA deliverables. Identify ticket trends, analyze root cause, developed permanent corrective actions or respective workarounds, processes and procedures. Created OPS review slides to present to Senior IT management.

• Published IT Change Process recommendations to minimize future failures.

• Managed Change calendars and critical business periods, setting customer release expectations. Pre-defining release windows led to system stability and decreased unplanned outages.

• Experienced with data center managed partners DXC, IBM and internal AWS resources, coordinating non-direct support team project related activities. Projected included reducing the number of computer room zones required from 22,000 sq ft to 6,000 sq ft. Moved application and server content out of the data center and into AWS resulting in cost saving of more than 50 percent per application. Led final Data Center exit activities into internally managed locations. Build and Small Enhancement Team Lead 2003 to 2011

• Technical team lead working with PMO to split Motorola Mobility and Motorola Solutions within CGISS Division. Driving the cloning of common applications enabling independent processing.

• Technical team lead to Rename Motorola Foreign Entities. Modified customer facing documentation reflecting the new name, Motorola Solutions. (84 Entities in 61 Countries).

• Project manager and technical lead delivering 2 application upgrades while part of US Payroll team. Upgraded windows-based ADP PCPW and Custom Oracle application in HP UNIX. Standardized file system structures and application content of all non-production and production environments easing support and development activities enabling seamless code migrations via Kintana. Stood up and tested DR environments for both applications.

• Project manager and technical lead while upgrading Oracle databases and customized 3 Oracle Forms and Reports-based applications. Functionally supporting the distribution of order demand across supply chain, system testing, consolidation and foreign entity shipping activities. ADDITIONAL RELEVANT EXPERIENCE

MOTOROLA SOLUTIONS, INC, Schaumburg, IL

Tech Lead, Project Manager Application Support Lead Business System Analyst EDUCATION

AAS CIST, William Rainey Harper College, Palatine, IL ITIL 4 Foundations, AXELOS Limited

Certified Six Sigma Green Belt, International Six Sigma Institute Certified ScrumMaster & Certified Scrum Product Owner, Scrum Alliance Masters Certificate IT PM, George Washington University, Washington DC

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