Sales Representative Operations Manager

Christopher A. Irby

IT Program Management Professional

********@*******.*** • 314-***-****

LinkedIn • Creve Coeur, MO 63141

Summary

Technically minded and resourceful professional with comprehensive experience in overseeing and managing IT operations, technology strategies, and program plans implementation. Repeated success in program management, work flow management, process design, including ITIL processes, demand management, and quality assurance. Experienced in planning and initiating ITIL programs, employing processes, and directing service improvement initiatives for processes such as KPIs identification and data analysis. Adept at introducing key technology solutions to meet changing needs of clients, projects, and business environment. Transformational leader; directing and supporting cross-functional teams to deliver exceptional results. Committed to superior services through a positive attitude and leadership within fast-paced environments.

Core Competencies & Technical Proficiencies

SAS 70 Auditing Metrics IT Infrastructure Library (ITIL) certified Foundation V2 and V3 Bridge ITIL V.3 Intermediate Certification in Service Operations and Service Transition ITIL V.2 Practitioner Certified (Service Desk, Incident Management and Problem Management) Customer Service Resource Management MS Office Suite Visio Program Management Service Level Agreements (SLA) Key Performance Indicators (KPI) Quality Assurance Agile Methodology Tableau Service Now Cherwell Remedy Jira

Career Experience

Beacon Hill Consulting (Charter), St. Louis Feb 2023 – Apr 2023

Problem Management

Supported Digital Services primarily with mobile, field agents and self-service products. Conduct- participate in post mortem meetings after a high impacting incidents perform data analysis and ensure incident records were accurate. Identified process improvements and technology fixes from post mortem meetings. Created and tracked Jira stories to completion ensuring improvements are completed. Analyzed Tableau reports looking for similarities in incidents and incidents caused by changes.

Key Contributions:

Support of Digital Services performing post mortem analysis on High priority incidents. Identifying improvements to mitigate future occurrences.

TechMahindra Inc (BJC), St. Louis Dec 2019 - June 2022

Operations Manager- Onshore Deskside Support

Supported technical bridge on primary 1 incident and communicate the customer bridge's Supervised and supported 65 to 75 resources performing and managing all on-shore desktop support functions. Served as an initial point of contact for any escalation from BJC related to deskside support. Facilitated BJC leadership by providing present monthly service reviews that aided in evaluating and measuring performance. Participated in hospital meetings daily to identify and resolve IT issues before escalations.

Key Contributions:

Management of Deskside resources day to day activities

Ensured SLA compliance to prevent penalties 99% for incident response and resolution as well as 98% for moves, add, changes, and deletes (MACD).

BJC HealthCare, St. Louis July 2011- December 2019

Operations Manager- Capital Desktop/Resource Management/Window7 Upgrades/Service Level Management

Oversee and direct 20 to 30 resources performing all desktop functions pertaining to capital projects. Focus on fulfilling the yearly objective of 300 refreshed devices per month by planning, initiating, and executing the device refresh project, including forecasting, directing resource assignment, and reporting. Maintain proper checks and balances to confirm appropriate staffing levels and resources to meet the organization’s demands. Supervise overall activities related to the incident and request management within the team to meet agreed-upon SLAs. Focus on demand management forecasting, which identifies resource completion dates and aligns them with impending projects in the portfolio. Lead efforts to meet weekly deployment goals by devising and executing deployment plans. Deliver expertise as a service catalog (NewScale) owner accountable for overseeing the team changing all service request items.

Key Contributions:

Adopted best practices and procedures to assure effective management of full-time employees and contractors. Trained, coached, and supported resources to improve performance and productivity.

Headed a team of 25 to 30 members accountable for confirming proper staffing of all capital projects with resources.

Designed and developed matrices that helped in tracking that the team is 92% capitalized.

Monitored and controlled various teams working on Windows 7 upgrades in the BJC Community Hospitals.

Rendered expert services as a career mentor for employees, identified their training needs, and conducted yearly performance reviews as well as shared constructive feedback to enhance performance.

Defined, created, and negotiated SLAs between BJC and Washington University, and designed metrics to evaluate SLAs to conform service-level were met.

Savvis Communications, St. Louis January 2003 – October 2010

Director – Business Operations

Oversaw global, cross-functional teams that established ITIL Best Practices for effective management of the incident, problems, and change. Planned and initiated internal quality audits around major incidents affecting top-tier clients. Completed regular review of incident management, change management, and problems in order to ensure the proper functioning of processes as planned and in accordance with business objectives.

Key Contributions:

Chaired debrief meetings with cross-functional parties to uncover root cause, maintain problem records, determine procedural breakdowns, and track to completion of internal audits or CSIP

Led internal ITIL audits on key procedures as per ISO 20K guidelines and ITIL Performance Maturity Framework (PMF).

Defined and devised as-is process and determined gaps that need improvement as well as introduced new processes and measures with established KPIs.

Additional Experience

Director – Quality, Savvis Communications, St. Louis

Project Lead - Business Analyst for Global Service Support, Savvis Communications, St. Louis

Technology Consulting Analyst, Accenture LTD, St. Louis

Account Manager, InTeCon Inc., St. Louis

Sales Representative, Central Region, A&K Railroad Materials, Inc., St. Louis

Missouri Sales Representative, Coors Brewing Company, UniBev Division, St. Louis

Education

Bachelor of Science, Hospitality-Restaurant Administration

Southwest Missouri State University, Springfield, MO

Professional Certification/Training

ITIL Version 3 Intermediate Certification Service Operation, December 2009

ITIL Version 3 Intermediate Certification Service Transition, November 2009

ITIL Version 3 Foundations Bridge, October 2008

ITIL Version 2 Practitioners Certification Problem Management, December 2005

ITIL Version 2 Practitioners Certification Incident Management/ Service Desk, December 2005

ITIL Version 2 Foundations Certification, September 2005

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