Charles Schwab
Senior IT Operations Manager
Troy,MI
Summary
25+ Year ITIL/ITSM trailblazer – I led Ford’s transformation to a global, ITIL-based IT organization. I dominate IT service delivery with ironclad ITIL strategies, slashing incidents, change failures, and response times—poised to elevate Precision Medicine Group’s ITSM with flawless incident resolution, change control, KPI-driven insights, governance, communication for unbreakable stability in regulated environments.
Overview
24
24
years of professional experience
3
3
Certifications
Work History
MANAGER - CYBERSECURITY SERVICES
Ford Motor Company
01.2013 - 01.2024
- Incident management commander; reduced incidents 27%, improved posture 47%
- Automated endpoint remediation across 200K+ devices (PCs & workstations), reducing deskside support visits by 72%.
- Created executive governance panel to manage security threats and incidents
- Launched NIST-aligned SOC with threat detection/tools; pioneered lockdown services, COVID remote access.
- Slashed training costs 80% via internal SME training and certification programs.
MANAGER - IT ENTERPRISE OPERATIONS
Ford Motor Company
01.2000 - 01.2013
- Incident management commander; boosted response 38%.
- Maintained ITIL docs/standards/governance; promoted continuous enhancement.
- Led ITIL training/mentoring.
- Transformed to global follow-the-sun IT support model; pioneered disaster recovery, contingency plans, upstream monitoring preventing $50M+ manufacturing losses.
- Introduced guilds for automation/collaboration; developed policies/control assessments.
- Experience in critical regulated industries like manufacturing, akin to HIPAA for data integrity in healthcare
Education
Bachelor of Science - Computer Science
Central Michigan University
Skills
ITIL/ITSM Implementation
Major Incident Management
Continuous improvement
Change Advisory Board
Process Governance
Staff training and development
Documentation and reporting
Accomplishments
· Global Incident Commander – I’m the single point who grabs the mic, kicks off the bridge, pulls in SMEs & vendors, keeps the team laser focused, handles any ambiguity or confusion and walks out with the fix - while the execs stay calm and customers never know it happened.
· Change Management Authority – Global Change Mgr., chaired cross-functional, application and customer CABs, created change freeze/bust protocol for critical events, enforced risk/impact assessments; slashed change failures 47%.
· Actionable Metrics Custodian – Created, refined, tracked, and reported CSFs, KPIs, OKRs, SLAs and other metrics to measure performance and drive continuous improvement. Created self-service analytics dashboard mapping services to corporate objectives and measurable business value.
· Operational Leadership & Governance Boss – ITIL evangelist; led corporate-wide ITIL V3 adoption, imposed standards, playbooks, and adherence across teams; partnered infrastructure/security/service desk for seamless ops and best-practice dominance.
Certification
ITIL V3 Foundation
Timeline
MANAGER - CYBERSECURITY SERVICES
Ford Motor Company
01.2013 - 01.2024
MANAGER - IT ENTERPRISE OPERATIONS
Ford Motor Company
01.2000 - 01.2013
Bachelor of Science - Computer Science
Central Michigan University