Service Manager

John Kanyiha

Spanaway, Washington, United States

********@*****.*** 206-***-****

linkedin.com/in/johnkanyiha

Summary

IT professional with over 10 years’ experience in different technologies. Highly skilled in Incident Management, Problem Management, and Change Management. Other skills include, ITIL, Team leadership, IT operations, Customer Experience, Cloud Services, Data Visualization. Knowledge of Operation Level Agreements, Key Performance Indicators, Service Level Agreements, Critical Service Levels, and Key Measures. Experience

Incident Management Specialist

Remotix Solutions Limited

Dec 2016 - Mar 2020 (3 years 4 months)

Ensured that activities within processes met the agreed SLA, and OLA agreements. Responsible for communication with stakeholders, worked with L1, and L2 support to ensure proper recording and assigning of incidents.

Made decisions on how incidents were handled, and escalated according to the priority, impact, and urgency.

Participated in bridge calls in reviewing major incidents, and collaborated with process managers to minimize downtime, ensure adherence, and continuous improvement Applied best industry standard based on the ITIL model Put together documentation, and communication in relation to the incidents. This included, status report, incident report, and summary communication to management. Established continuous improvement process cycles where the process performance, activities, roles, and responsibilities, policies, procedures, and supporting technology was reviewed, and enhanced where applicable.

Identified, initiated, scheduled, and conducted incidents reviews Incident Management Specialist

Delta Enterprise Solutions LLC

Aug 2015 - Nov 2016 (1 year 4 months)

Managed IT processes to restore service operations and minimize impact to business operations through planning and coordinating all activities during incidents response, consolidation and recovery phase.

Coordinated offshore team in architecting CRM online system, related customization, and reports to client’s requests

Led in-house team in data migration and mapping, system management, support and customer management

Oversaw design, customization, and delivery to meet business requirements. Prepared numerous forms of documentation and project plans while ensuring projects are completed on-time

Worked remotely with cross-functional team to achieve high-quality, robust solutions Was engaged in BPR, primarily on process review, update, and testing John Kanyiha - page 1

Maintained Dynamics CRM and supported users through administration, customization, and configuration.

Senior Service Desk Analyst

Pacific Gas and Electric Company

May 2006 - Sep 2012 (6 years 5 months)

Used IT service management tools to identify and improve IT service level and improve customers’ experience

Subject matter expert for the upgrade and roll out of the organization’s 20,000 + IT systems. The role included, identifying pilot groups, engaging testers, communication to the end users and running metrics to identify gaps

Performed core Incident Manager and Problem Coordinator responsibilities by guaranteeing the documentation and implementation of ITIL model and IT best practices Information Technology Support Specialist

Intel Corporation

Dec 2005 - Apr 2006 (5 months)

Provided IT support to over 100,000 Intel employees all over the world through the use of remote tools Communicated effectively, collaborated with multiple stakeholders, and directed work according to company priorities

Reduced clients’ downtime by prioritizing IT requests based on urgency, and impact Provided apparent support in virus remediation, network support, distributed & centralized servers, data back up, and software management

Dell Technician

Dell

May 2005 - Aug 2005 (4 months)

Fixed, replaced parts on Dell products under warranty Managed parts inventory, reported to Dell reps on status Managed open ticket through the it's life.

Education

University of Phoenix

Masters in Information Systems, Information Technology 2010 - 2012

Edith Cowan University

Bachelor of Science, Information Technology and Communication 2003 - 2005

Licenses & Certifications

John Kanyiha - page 2

Introduction to Programming Using Python - NATIONAL INDUSTRIAL TRAINING AUTHORITY

Skills

Team Leadership • IT Service Management • Microsoft Dynamics CRM • ITIL • Project Management

• Business Process • Business Analysis • Software Documentation • Requirements Analysis • Integration

John Kanyiha - page 3

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