Scott Myers

Andover, MA ***** +1-978-***-**** adwso2@r.postjobfree.com linkedin.com/in/scottdmyers

Senior IT Professional

ITIL/ITSM Expert

Technical Project Management

Global IT Team Leadership

ServiceNow

Jira Service Management

Early Career Highlights

SKILLS

Advanced in: ITSM, ITIL, Incident Management, Problem Management, Event Management, Service Level Management, IT Service Management, Stakeholder Communications, Root Cause Analysis, Risk Analysis, ServiceNow, Jira Service Management, Slack, MS 365, SharePoint, AWS Admin Console,

Intermediate in: SharePoint Site Collection Admin

Basic in: Six Sigma Green Belt, CoBIT Auditor

LICENSES & CERTIFICATIONS

ITIL: Axelos - ITIL Expert

EXPERIENCE

Digital Health Support Manager Mar 2020 - Dec 2022

Insight Global (Teva Pharm), Cambridge, MA

· Designed and deployed Technical Support Team for Digital Software products, including mobile applications and browser-based Dashboard.

· Implemented and managed Incident, Problem, and Event Management Practices.

· Planned and deployed a new Service Management tool

· Improved time to resolve Incidents by 79% in one year

· Provided critical support for multiple Clinical Studies

IT Manager Jan 2019 - Jan 2020

Boston Analytical, Salem, NH

· Manage IT Department, Service Desk, Application Support, Infrastructure, IT Projects, master data.

· Manage staff of seven employees

· Manage vendors and purchasing for the department

Senior Service Delivery Manager Jan 2018 - Jan 2019

PAREXEL, Billerica, MA

Lead service delivery manager for significant client and ITIL consultant for new Service Delivery Office

· Effectively managed relationships with senior client representatives running multiple Clinical and regulatory applications globally.

· Led day to day VIP critical incident management in a fast-paced client environment

· Led Service Level Management, CSI, and reporting processes/deliverables.

· Developed SOPs and process documentation for Service Delivery Team.

Global IT Service Manager Jan 2015 - Jun 2018

Philips Inc, Andover, MA

Lead IT Service Manager managing a diverse global portfolio including Order to Cash / Request to Resolution and HealthTech I-Imaging products.

· Created VIP User support process for two business groups for approximately 700 VIPs.

· Effectively managed relationships with senior client representatives worldwide, running multiple regulatory applications in many different locations.

· A key player in an enterprise-wide initiative that managed IT costs through consolidating services and outsourcing, including leading knowledge transfer and supporting extensive organizational change resulting in an initial cost savings of $12 million in year one.

· Directed the smooth running and upkeep of many legacy applications requiring wide-ranging knowledge and resourcefulness to cope with unexpected issues.

Infrastructure and Operations Manager Jan 2012 - Dec 2015

Drive the creation of new IT services on SFDC, IBM Middleware and Telephony alongside managing all IT activities for global Customer Service applications and applications.

· Oversaw the deployment and supported multiple mobile application platforms (SFDC based) for global customer service and medical device user bases.

· Managed over one hundred applications and associated infrastructure, including server replacement, hardware upgrades, deployments and retirements.

· Designed and implemented a comprehensive and successful Critical Operations Review improvement program which was adopted by Phillips globally.

· We realized savings of 6.7million Euros by transitioning legacy support structure to output based teams.

IT Service Manager Oct 2011 - Feb 2012

Devon Energy (KForce Staffing), Oklahoma City, OK

· Implemented many improvements such as ITMF Service Level Management Process for SAP implementation, root cause analysis methodology, and interrelationship diagrams for major frameworks (COBIT, ITIL and TOGAF).

Transformation Program Manager / Service Desk Manager Jan 2008 - Jan 2011

Dell Inc., Oklahoma City, OK

Establish and manage successful transformation programs to integrate acquired company Perot Systems into Dell, including process improvement and standardization and streamlining of work.

· Highest rated manager in the organization (95%), ranked in the top 5% in the employee survey.

· Implemented SharePoint collaboration system and rapid deployment of Office 2010.

· Developed and rolled out a global Employee Performance Plan for all 2000+ employees.

· Improved performance in all significant Service Desk KPIs while decreasing costs by 42% and turning around a troubled account to record positive margins.

PHILIPS INC, Andover, MA 2007 - 2008

Director, Global Application Support Services

Implement ITIL Best Practice strategy into support structure and drive transformation programs which improved customer satisfaction and improved COBIT compliance and maturity. Manage IT support operations for Global SAP and integrated applications.

HEWLETT PACKARD INC., Houston, TX and Atlanta, GA 1996 – 2007

Senior Operations Manager / IT Support Manager

Manage IT for Volume Direct and Marketing businesses, and Enterprise, SMB and Consumer web storefronts. Create and implement Best Practice cost structure, global sourcing strategies, support improvements and customer satisfaction programs.

IT Support Manager, 1996 - 2007

Managed IT for Volume Direct and Marketing businesses, and Enterprise, SMB and Consumer web storefronts. Created and implemented Best Practice cost structure, global sourcing strategies, support improvements and customer satisfaction programs.

EDUCATION

Management

Community College of the Air Force, Oklahoma City, OK

Service Manager with outstanding relationship management and leadership capabilities. Brings to bear wide-ranging global experience and business acumen combined with deep IT knowledge to contribute a long-term, strategic view to global IT operations and make difficult decisions when required. Seven years’ experience working remotely. Able to manage large, globally dispersed teams and projects with an open, direct, and professional style that motivates people at all levels to deliver at the highest quality and encourages them to develop and grow. Excellent experience in Incident and Problem Management, ITSM Reporting and transformational programs that have significantly impacted the business and its people, have improved business processes, reduced costs, and increased efficiencies.

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