Change Management Continuous Improvement

Roger Markley

Powell, Ohio 614-***-**** ************@*****.***

Professional IT Leader with solid experience in Incident Management. I successfully analyze complex situations and drive incidents to resolution while maximizing the use of technologies including but not limited to: BMC Remedy ITSM, ServiceNow, xMatters, and MS Teams. Effective, self-motivated leader that enjoys the challenge of new technology who has worked with diverse teams to solve complex problems and respond to organization deliverables. Strategic thinker and planner who delivers high-value results. In depth, hands-on experience in Incident, Problem and Change Management, driving process standardization, continuous improvement, transitions and project management. Work Experience

Business Startup, Development and Operations- Dirty Dough Hilliard 11/2022 to 08/2023

I Actively implemented or directed all phases of the startup and operation of a franchised cookie shop.

Evaluated locations and selected the optimum cost effective choice for foot and auto traffic

Engaged and directed architects and contractors, researching and selecting service providers and bringing the services online.

Directed Operations, provided technical support for the equipment, POS system and connectivity to maintain exceptionally high availability.

Monitored and planned inventory and control to minimize capital trapped in excess inventory.

Hands on staffing, training, scheduling and supervision of a staff of up to 13 employees ensuring consistency to deliver a quality product and experience to customers. In 3 months we had 200+ Google reviews with an average score of 4.9.

Major Incident Manager - Kyndryl and IBM 04/2016 to 04/2023

Proactively tracked for and engaged the Major Incident Management (MIM) process for priority levels 1, & 2.

Facilitated and drove group efforts to bring issues and outages to resolution, engaging support staff, escalating appropriately using Remedy, ServiceNow and Salesforce.

Employed my communication skills to compose and distribute incident and status updates to all affected stakeholders.

Generated resolved incident summaries, lead Post Mortem reviews/Lessons Learned sessions and Problem Management, leveraging the 5 WHYs, with Root Cause Analysis leading to continuous improvement.

Utilized BMC Remedy and ServiceNow to generate filtered lists, reports (Ad Hoc and scheduled) and dashboards to improve team productivity.

Instrumental in the deployments and User Acceptance Testing BMC Remedy changes, ServiceNow transition and SalesForce.

Created documentation and training materials to improve team knowledge with the process and tools.

Effectively communicated requirements between the business and technical teams with risk analysis, created flowcharts,use cases, epics and stories in JIRA and Atlassian.

Efficiently researched and implemented the transition of Major Incident collaboration activities from phone conference calls to WebEx sessions to increase effectiveness.

Directly trained, coached the Command Center staff maintaining high performance of SLAs and procedures.

Initiated ongoing training by engaging support team leads to meet with the team to give overviews of their support areas to foster greater understanding of the product/service.

Took on the responsibility to manage the MIM group in xMatters as well as training and assisting to administer many other support groups in this alerting application. CSG-WPT team / Associate II / Major Incident Management - Sysco Foodservice 07/2010 to 04/2016

Provided specialized support and end user training for end customers, both internal and external .

Proactively created of Knowledge Base articles, instructional materials and documentation for the technical staff and end users for improvement and process documentation.

Coordinated the enterprise response for and documented Major Incidents. This culminated in being selected to the team for the startup and development of Sysco’s initial Major Incident Management group.

Administered the group SharePoint Site, facilitated group meetings

Scheduled the CSG WPT team to ensure coverage for the business needs. Skills

- The 5 Whys for problem management - ServiceNow

- BMC Remedy - SaleForce

- Agile - JIRA

- Training and knowledge documentation - Process improvement and evolution

- Problem solving and analytical thinking - AlarmPoint / MIR3

- Toast POS

Education

Ashland University - Ashland Ohio

Bachelor’s

Business Administration

GPA 3.54

08/1983 to 05/1987

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