Support Escalation It Help

Jeffrey L. Berglund

**** ******** ****** • Alpine, UT 84004 • 801-***-**** • *************@*****.*** Successful, experienced Information Technology professional seeks an IT Service Management position for a leading edge company.

HIGHLIGHTS

● Direct IT Service Management experience and leadership in developing, implementing, and managing a leading-edge, modern-day enterprise level program for Change, Incident, Problem and Release Management leveraging ServiceNow and ITIL best practices

● Ability to solve highly complex, non-routine problems and determine the best solution through empirical analysis and to objectively lead improvement to existing processes

● Experience managing complex, geographically diverse, multi faceted projects across the globe with strong collaboration skills working with both local and remote teams.

● Works extremely well with all levels of leadership to understand requirements, improve processes and communicate metrics and progress

● Ability to balance strength & diplomacy – able to influence without authority with negotiation skills

● Strong Project/Program Management experience managing complex, geographically diverse, multi faceted projects

● Self driven, willing to ask questions and use that information to proactively effect change & achieve results

● Able to infect the team with passion and enthusiasm and be a force for positive change

● Deep experience with MS Office products

EXPERIENCE

Zions Bank Corporation Salt Lake City, UT

IT Service Management (Change, Problem, Release, Incident Management) 2014 – Jan 2021 Directed, led and owned Enterprise wide IT Service Management processes and policies for Change, Problem, Release and Critical Incident Management leveraging ITIL best practices.

● Provided leadership and advocacy for ITSM disciplines across the enterprise for Change, Problem, Incident and Release Management - driving best practices across the organization

● Led strategic planning, continuous improvement, metrics and measures development and reporting, along with tactical support oversight. Played a pivotal role in the development and implementation of the processes and technologies needed to provide the highest quality service to our customers

● Ensured successful resolution of critical production incidents according to established procedures for support escalation, service restoration. Performed post-incident reviews with corrective actions as needed

● Oversaw problem review process to identify and remediate known errors in the Enterprise IT environment infrastructure including issues tracking and long-term resolution

● Ensured changes to IT infrastructure and applications were performed according to established processes, risk controls and release schedules

● Provided training, coaching and guidance to internal teams, growing problem management best practices throughout the organization

● Established strong working relationships with other Departments. Balanced strength & diplomacy – influencing without authority and utilizing negotiation skills

● Excellent communication skills. Developed and delivered professional executive and steering committee presentations. Able to grasp complex technical concepts & translate into simple-to-understand language

CenturyLink Denver, CO

IT Service Management (Change, Problem, Release, Incident Management) 2012 – 2014 Directed and led IT Services across multiple locations in support of remote access leveraging ITIL Best Practices.

● Maintained proper implementation of Change and Problem Management tools, policies, processes and procedures for effective change management

● Organized and combined disparate processes and workflows

● Analyzed incident, problem and change data, as well as recurring alerts, to identify the associated root causes and developed plans and action to resolve and eliminate these problems

● Worked with development teams at Enterprise level to establish key automation efforts

● Developed cost savings opportunities of over 2 million dollars annually QWEST Denver, CO

IT Services 2000 – 2011

Directed and led IT Services organization for the following areas: IT Help Desk, Remote Support, Desktop Services, PC Asset Management and UNIX/Windows System Administration functions.

● Effectively managed a high performing team of approximately 180 personnel

● Utilized strong collaboration skills to work with local and remote teams to establish both short and long-term operational efficiency efforts for each team

● Directed key operational integrity efforts for each functional area

● Directed key corporate merger teams

● Recipient of retention and performance bonuses associated with corporate merger Service Center Management 2000 – 2010

Directed and led team activities in support of 200 corporate applications on a 7 x 24 basis. Responsibility included a management structure with on and offshore technical management resources.

● Managed and directed 50+ technical management personnel

● Supported mission critical applications

● Ensured all service levels objectives were met or exceeded (99.999 availability)

● Regularly managed the release of new code into the production environment (PVCS Dimensions) EDUCATION

University of Denver Masters -Telecommunications

University of Utah Bachelor of Science - Political Science ITIL Foundations Certified Foundations 3.0

References furnished upon request

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