Andrew Crist

Established an IT Service Governance organization supporting a federal program overseeing $845 billion in participant assets, leveraging fully virtual teams and a cloud-based infrastructure to ensure seamless, scalable support and operational excellence.

• Oversaw the deployment of service management processes, driving operational stability through adoption of standardized practices.
• Implemented a 24x7 monitoring and response framework, improving oversight of critical systems and accelerating incident resolution.
• Strengthened security protocols with the introduction of Security Incident Response and Vulnerability Management policies, ensuring rapid remediation of security events.
• Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
• Established and managed key vendor relationships, ensuring seamless integration with operational processes and enhanced service delivery

Responsible for ensuring the delivery and support of IT services that aligned with the businesses needs and objectives, ensuring efficient service delivery and minimal disruptions to business operations.

• Conducted change management efforts for seamless adoption of new systems or processes among employees.
• Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
• Implemented and developed operational standards, policies and procedures.
• Unified three IT Change Management processes across international regions, achieving a 48% reduction in change-related outages and providing a comprehensive view of the overall impact on the environment

Provided expert guidance to organizations, helping them optimize their IT operations and align technology strategies with business objectives. Assessed existing IT systems, identify areas for improvement, and develop tailored solutions to enhance service delivery, streamline processes, and drive digital transformation

• Assessed organizational challenges, inefficiencies, and opportunities by gathering data, interviewing stakeholders, and conducting research.
• Served as a trusted advisor to C-suite executives, providing sound guidance on pressing issues such as organizational restructuring, talent management strategies, and risk mitigation approaches.
• Facilitated high-impact workshops on problem solving, and strategic decision-making, driving enhanced operational efficiency and informed decision-making across client organizations
• Coached junior consultants to develop their skills and advance their careers within the company.

Developed and led a Service Management program aimed at defining, measuring, and enhancing an ITIL-based support model across the corporate IT enterprise.

• Implemented an ITIL-based frameworks that enhanced service reliability, incident response, and problem resolution times.
• Directed IT support teams in diagnosing and resolving high-priority issues, achieving a 30% reduction in average resolution times for critical incidents.
• Oversaw implementation of a new ITSM platform, cutting costs while integrating process-driven ticketing and metrics, leading to increased operational visibility and improved cost efficiency.
• Introduced a formal Change Management framework that significantly reduced risk and service disruptions in the environment.

Directed all aspects of Service Delivery for the Defense Manpower Data Center, executing strategic process assessments and ensuring compliance with contractual obligations

• Oversaw project management efforts, ensuring timely completion of projects within allocated budgets and scope.
• Conducted a thorough process assessment to establish a baseline for the organization's ITIL processes, presenting findings to the client to prioritize future process improvement initiatives and negotiate additional support resources
• Developed strategic plans to achieve organizational goals, ensuring alignment with the programs mission and vision.
• Led an initiative to audit the accuracy of the CMDB for over 3,000 physical and virtual configuration items, successfully meeting contractual requirements within the customer’s specified timeline.