It Service Customer Experience

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TIMOTHY P. KEENAN

AUSTIN, TEXAS ***** É 512-***-**** * **************@*****.***

LINKEDIN: LINKEDIN.COM/IN/TIMOTHY-KEENAN/

IT SERVICE MANAGEMENT ARCHITECT / TECHNOLOGY LEADER QUALIFICATIONS PROFILE

I am a technology professional with a successful track record in enhancing customer experience, streamlining operations, and boosting efficiency. Recognized as a strong leader, I motivate teams to improve performance and develop innovative training plans. I excel at managing large-scale projects, building partnerships, and resolving complex issues. CORE COMPETENCIES

IT Service Management IT Service Delivery IT Operations Management Continual Process Improvement ITIL v4 Strategy & Implementation Service Integration & Management Business Intelligence and Analytics COBIT Organizational Change Management Risk Control Process Engineering & Governance Staff Recruitment & Hiring Presentation Emotional Intelligence Business Development & Communication Program & Project Management PROFESSIONAL EXPERIENCE

Steck Systems., Austin, TX

Consultant – Austin Energy Advanced Grid Projects & Technologies 2020–2024 Notable Achievements:

• One-year contract extended to three years

• Delivered multiple high-profile technology projects on time and budget, enhancing grid resiliency, customer experience, and transparency

Ø Managed and communicated Organizational Change for critical enterprise applications:

• ServiceNow Upgrade and Training (ITIL Framework & Enterprise IT Service Management)

• Automated Utility Design Upgrade (Auto Cad / Spatial Business Systems)

• IBM Maximo for Utilities Adoption (Enterprise Work Management)

• SendWordNow with MS Azure Active Directory sync (OnSolve - SaaS Emergency Communications)

• StormGeo Upgrade (GIS Dashboard)

Ø Implemented and managed an Online Learning Management System for Grid Designers using the Automated Utility Design Application

Ø Managed budget, timelines, and communications internally and with vendors Ø Mentored new team members, including BSAs and Project Managers Ø Contributed to Project Management Office Optimization and Improvement Team Ø Built strong alliances with other teams to ensure project success NICUSA Inc., Austin, TX

Partner Technology Strategy Director, Enterprise Technology Services 2014–2019 Notable Achievements:

• Managed technology platforms for the processing of over $26B payments yearly on behalf of citizens, businesses, and governments

• Implemented and managed Enterprise ITIL framework processes which included change, release, incident, problem, risk, security, and configuration management

• Established knowledge management system, including management workflows and review schedules to improve audit trails and documentation

• Designed and implemented a communications strategy that enhanced partner communications and reduced ambiguity between Partners and Enterprise Technology teams Ø Efficiently managed product migration strategy from on-premises to cloud hosting using Microsoft Azure and Amazon Web Services

Ø Implemented micro service platform in leading continuous integration/continuous delivery (CI/CD) strategy for product delivery

Ø Managed the recruitment and training of top talents in the industry to develop strong teams to achieve and exceed organizational goals

Ø Established KPIs and scorecards to enhance partner strategy and services 2

Ø Strategically formulated and executed the following initiatives:

• Configuration Management Database (CMBD) service portfolio to align service offerings to partners

• Objectives and key results (OKR) program to align objectives between multiple departments through weekly one-on-one reviews with team members to ensure consistent attainment of quarterly goals

• Transition Organization from Waterfall to Agile Project Management methodologies

• Customer success strategy including service level agreement (SLA) and Business Relationship Management

Texas.gov, Austin, TX

Director of Technology Operations 2009–2014

Notable Achievements:

• Oversaw a team of more than 30 technology operations professionals including IT service management, customer success and service desk, networking and infrastructure, architecture, open systems and windows support, database support, & project management

Ø Provided expert supervision to network architects and engineers in managing design, strategy, and implementation as well as IT service managers to ensure efficient and consistent workflow between all Information Technology Infrastructure Library (ITIL) process area touchpoints Ø Conceptualized and directed ITIL framework processes which included change, release, incident, problem, risk, and security, and configuration management

Ø Offered strategic leadership in the execution of online self-support reporting server and management dashboard in ServiceNow to ensure support with ITIL processes, while overseeing metrics that enable educated business decisions

Ø Collaborated with Project Management Office in the deployment of all IT projects through implementation of operations acceptance criteria process to reduce vulnerabilities once deployed into production environment Ø Monitored document review process for all policy, process, and procedure as well as artifacts document in support of ITIL framework execution

Ø Implemented a customer success team to establish customer segments, build a customer success strategy including training & surveys, and track and communicate net promoter scores during quarterly executive report meetings

Ø Stood up a service desk to resolve customer issues and enhance reporting, and implemented Zendesk for tracking customer issues

Ø Implemented and managed an internal (LMS) Learning Management System for training internal organizations on policy, process and procedure within their areas of influence Ø Built a Business Intelligence Team to monitor and evaluate business and technology data and drive business strategy

Ø Spearheaded annual disaster recovery planning and implementation for compliance of external auditors with policies and procedures

EARLIER CAREER

BearingPoint Inc. - Austin, TX

Production Control Manager 4 Years

Charles Schwab & Company Inc., Schwab Technology Services - San Francisco, CA Change and Release Manager 5 Years

PROFESSIONAL DEVELOPMENT

Certification ITIL v4, EXIN

Embrace responsible AI principles and practices, Microsoft Copilot for Microsoft 365, Microsoft

Executive Leadership, LeaderScope

AWARDS

Customer Service Excellence Award – NICUSA Inc.

Innovation Award – BearingPoint Inc.

Innovation Award – Schwab Technology Services

Extraordinary Teamwork Award – Schwab Technology Services 3

TECHNICAL SKILLS

ServiceNow CMDB Asset Management Salesforce Zendesk Microsoft Office 365 - CoPilot Microsoft Exchange Microsoft Outlook Microsoft SharePoint Microsoft Teams Microsoft Project Slack BMC Atrium Discovery and Dependence Mapping (ADDM) CMDB BMC BladeLogic BMC Remedy Atlassian Suite (Jira/Confluence) Visio Enterprise Adobe Photoshop Adobe Illustrator EDUCATION

Business Administration

Arizona State University, Tempe, AZ

PROFESSIONAL AFFILIATIONS

Fusion – IT Service Management Austin Technology Council Stanford Angels & Entrepreneurs of Austin CRM Experts Information Security Network

PERSONAL ACCOMPLISHMENTS

International Travel Enthusiast PADI Certified Scuba Diver Snowboarder Musician Golfer City Jamz – Philanthropy through Music Love, Hope, Strength – Life Saving Bone Marrow Registry Consumer Product Inventor – Hoo’s Idea? LLC Executive Producer – RJ Keeper Music Professional / Personal References available upon request.

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