Global IT Service Management (ITIL) & Process Improvement

Scott W. Whitten

** ***** **** ****

Milford, NH 03055

*****.*.*******@*****.***

 

www.linkedin.com/in/scottwhitten

Scott is a proven Information Technology professional that has a broad knowledge base of what it takes to provide a secure and reliable infrastructure on a global scale. His broad experience with ITIL best practices and IT Service Management enable him to analyze opportunities. Leveraging his leadership skills aid him in establishing collaborative partnerships with vendors and staff. He has a determination to be successful at many things and he pursues excellence in every aspect of his accomplishments.

 

IT Service Management, Process & Service Improvement, Kind Excellence, & Strategic Planning

 

SELECTED ACCOMPLISHMENTS ***********************************************************

· At Dimension Data, drove alignment with ITIL framework globally with the development of Policy, Process and Procedures.

· At Dimension Data facilitated Cisco audit yielding over $2M rebate for our Managed Services Organization

· At Dimension Data functioned as a Business and Functional Analyst aligning our IT Service Management Application (Service-Now.com) globally.

· As EDS drove the collection, analysis and reporting of critical success factors and key performance indicators within the Service Management Center for a global customer.

· As Director of Administration managed million dollar budget and multimillion dollar physical plant.

· As Director of Administration, revolutionized the budget planning process yielding better coordination and planning

EXPERIENCE **************************************************************************

| Dimension Data- Johannesburg, South Africa

Global IT Service Management / Process Improvement Manager 2007 – 2008

Responsible for training staff about the fundamentals of ITIL and other best practices

Traveled globally as part of a global project team to drive common best practices and common client experiences

Assisted in modeling new managed lines of service (IP Telephony, Firewall, etc)

Championed significant culture change within the organization focusing on the connections between various support groups

Facilitated the development and implementation of several significant projects and audits which yielded more than $2M in revenue during 2007

| Electronic Data Systems- Plano, Texas

IT Program Manager 2003-2007

Coordinated efforts with global deployment of asset management and data collection system (Altiris)

Reduced non-compliant Intel client/server systems by 80%

Reduced enterprise anti-virus signature updates time to an optimized 2 hours (McAfee ePO & Inturshield)

Reduced global patch deployment capability (time required) to less than 48 hours

Accountable for the threat and vulnerability management delivery, governance, and client satisfaction.

Anticipated customer’s critical requirements and trends and responded based on understanding of competitive advantage. Identified unmet customer needs to contribute to strategies.

Worked to Implement ITIL best practices throughout the organization.

| Electronic Data Systems- Plano, Texas

System Administrator & Project Manager 2000-2003

Reduced Service Desk calls by 80% in targeted areas

Increased productivity of level 1 and level 2 support groups by 85%

Improved communication of IT capabilities and prevented "surprise" impacts on the business.

Managed various aspects of support for 80K users, 70K centrally managed client systems and 3K Windows servers (SMS, AD, MOM, Anti-Virus)

Improved service efficiencies by tracking and analyzing key performance metrics

Supported vision through project/team work. Gathered input and gained buy-in

Increased reliability of IT services by measuring SLA and ensuing processes are consistently applied and measured. Took corrective actions to address problems.

Communicated effectively to internal and external audiences and various levels of management. Able to work through issues effectively to achieve results.

EDUCATION & ASSOCIATIONS ************************************************************

1994 Bachelors Degree in Organizational Communications, Cedarville University

2000 Microsoft Certified Professional

2004 ITIL (Information Technology Infrastructure Library) Foundations Certified

2005 McAfee InturShield Certified

2006 ITIL Practitioner Configuration, Change & Release Management

Member of the Cedarville University Technology Advisory Council

REFERENCES

Available upon request

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