Program Manager Service Desk

JEFFREY ELIASZ

**** ******* **. ******, **. *****

**********@*****.*** 586-***-****

LinkedIn: https://www.linkedin.com/in/jeffeliasz/

SUMMARY

I am a seasoned technology and business leader with an outstanding background in IT Service Management. I'm a self-starter with proven ability to perform successfully in ambiguous and demanding environments. My success comes from my ability to quickly assimilate into the customer culture and effectively resolve customer issues.

EXPERIENCE

Director, IT Service Management • Owens & Minor • July 2019 - PRESENT

Manage and refine the 3rd party, leveraged ServiceNow ITSM System providing more mature processes for: Incident/Change/Problem/CMDB/Release Management and Service Portal modules of the leveraged system

Lead the weekly global CAB meeting ensuring that all changes are properly documented, scheduled, and approved

Interface with senior management and provide roadmap for the use of ITSM tool, ServiceNow

Provide regular metrics on SLAs for Incident/Change/Problem/Request tickets. Provide Service Desk metrics to drive continuous improvement

Continue to lead the development of Service Catalog requests to provide improvement over current manual workflows

Update the Employee Self-Service portal to keep current with new features and availabilities of the ServiceNow environment including: Operation and applicational status, Global/Regional outages, provide a single space for users to review their requests and incidents

Determine the roadmap of additional ServiceNow modules that Owens & Minor would like to explore for inclusion including Asset Management & Discovery

Define and improve the current Enterprise Release Management system including integrating with the current PMO system

Create/modify/approve process changes in how Owens & Minor makes use of the ServiceNow application

Manage the Monthly/Quarterly applications release across the global applications. This includes inclusion/exclusion of application modifications, SIT, UAT and packaging of the release for production

Sr. Service Now Mgr and Service Desk Mgr • Halyard Health • Feb 2015 - June 2019

Own and manage the ServiceNow ITSM tool to ensure a successful spin-off of Halyard Health. This includes continuous service improvement of the following defined processes: Incident, Change, Request, Problem, Configuration (CMDB), Service Catalog, Knowledge, and Asset Management (SW/HW)

Lead the weekly global CAB meeting

Provide metrics to Senior management ServiceNow usage

Determine roadmap of additional ServiceNow modules to include in our instance

Manage a global Service Desk of 10+ offshore agents

Manage a 3rd party team to provide technical changes to the ServiceNow instance: UIs, workflows, Service Catalog requests, SSO access, integration with 3rd party systems, etc.…

Create new ServiceNow instance to support the separation of the new Avanos company from Halyard Health using ServiceNow

Sr. ITSM Lead • Latitude 36 • June 2014 - Jan. 2015

Lead the spin-off of the ITSM/Service Now processes & configurations of Kimberly-Clark's Health Care division into separate company

Provide senior-level consultative services to ITS management and guidance to the new organization's service delivery teams

Design and develop the required Service Now Forms for Incident/Change/Problem/Request Management modules

Design and develop all necessary ITSM processes, document and communicate to users through training sessions

Sr. IT Program Manager • Bartech • July 2013 - May 2014

Sr. Program Manager responsible for IT projects in the following areas:

SharePoint migration, BitLocker Encryption and Enterprise Search

Responsible for all phases of project management including financial, schedule, risk, issue, timing, and deliverables

Sr. ITIL/ITSM Lead • IO Datasphere • Oct. 2010 - Jan 2012

Providing consultant services to Wisconsin Department of Transportation for the implementation of an IT Service Management (ITSM) framework.

Provided current assessment of DOT processes and process re-engineering to make them compatible with an ITSM framework

Provided SME support to execute review and recommendation of available ITSM tools based on quality/cost/timing of the solutions

Facilitating knowledge transfer of IT Service Management processes to the organization through creation and delivery of custom written ITIL Awareness training

Global Program Mgr • General Motors • Aug. 2003 - April 2009

Led a successful multi-year, multi-million-dollar deployment project of a COTS PLM application

Executed Team Center Project to deploy tool to over 2,000 business users (Managed 10 people with $2M budget)

Standardized the ITIL Incident Management, Change Management, Vendor Management and Asset Management for over 1,000 engineering workstations at GM’s central offices and all North American assembly and stamping plants. This reduced GM costs by $250K/yr.

EDUCATION/CERTIFICATIONS

BS Oakland University, Rochester, MI. Graduated 1982 with a BS in Computer Information Science

ITIL V3 Certified – June 2010

Certified Service Now Admin (Eureka) – June 2016

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