Eric Dittenhauser
Getzville,New York
Summary
Management professional in IT service delivery with a focus on incident management and business analytics. Successfully reduced operational risks while enhancing team performance through targeted training programs. Expertise in developing and implementing effective processes and workflows to drive organizational success.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Vice President – ITSM Specialist - Incident Manager
M&T Bank
Amherst, New York
01.2020 - Current
- Managed technology teams and vendors to restore services rapidly, minimizing operational disruptions
- Reduce financial, reputational, regulatory, customer, and operational risks to the bank
- Chaired high-severity meetings to address urgent issues
- Conduct After-Action Reviews to solidify root cause and identify action items to mitigate future incidents
- Streamlined processes for incident and problem management, enhancing effectiveness of after-action reviews
- Collaborated with Service Desk vendor to analyze trends and implement solutions for recurring issues
- Partners with technology teams and vendors to identify plan to resolve, root cause and preventative actions
- Contributed to the ITSM Transformation project and developed workflows for Incident and Problem Management
Area Produce Director
Dash Markets
Buffalo, New York
01.2019 - 12.2019
- Supervised procurement from local and national growers
- Negotiated contracts and strategically priced items to meet goals
- Developed, implemented, and maintained inventory management systems to track movement, loss, and ordering
- Reviewed store processes and recommended improvements to enhance efficiency, boost sales, optimize labor, and reduce shrinkage
- Created scheduling system that improved operational efficiency
- Established the department budget and goals for individual stores
- Managed daily operations and administration of company produce departments
- Trained, managed performance, and developed 50 employees professionally.
- Developed programs and events aligning with seasonal supply and demand to expand consumer options
Manager, District Trainer, Safety Compliance Offic
Wegmans Food Markets
Buffalo, New York
01.2000 - 12.2019
- Managed multi-million-dollar operating budget by controlling shrink as well as labor and purchasing expenses
- Delivered technical systems training to managers and employees, enhancing system proficiency and user engagement
- Led the roll-out of several information management systems including Computer Automated Ordering system, PICS transfer system, and Sure Check
- Analyzed system performance and monitored errors, ensuring operational integrity and reliability
- Consistently ranked in top 10 for company-focused stores due to various initiatives for driving sales of targeted products
- Facilitated certification training for Produce University facilitators across multiple locations, promoting consistency in training standards
- Conducted monthly safety audits in compliance with New York State regulatory requirements
Education
Bachelor of Science - Management Information Systems
SUNY Empire State College
Skills
- Incident management
- Root Cause Analysis
- Problem Management
- SLA management
- ServiceNow
- TrueSight
- Dynatrace
- Project oversight
- Process Analysis
- Microsoft Office 365
- Microsoft Teams
- Cisco WebEx
Certification
- Effective Communication/Human Relations, 2016, Dale Carnegie, Highest Achievement Award
- Leadership Training Courses, 2006 - 2015, Managing and Developing Others, Interviewing and Selection, Incredible Customer Service, Conflict Resolution, Coaching on the Fly, Performance Management
- Leadership Training Courses, 2021, Grey Campus, ITIL 4 Certification
Proven Expertise
- Major Incident Management
- Policies and Procedures
- Root Cause Analysis
- Problem Management
- SLA’s and SLO’s
- Project Management
- Process Analysis
- Metrics and Reporting
- Budgeting/Planning
- Business Analytics
- Training Analysis
Industry Experience
- Technology
- Banking
- Retail
- Professional Services
- Consumer Products
Timeline
Vice President – ITSM Specialist - Incident Manager
M&T Bank
01.2020 - Current
Area Produce Director
Dash Markets
01.2019 - 12.2019
Manager, District Trainer, Safety Compliance Offic
Wegmans Food Markets
01.2000 - 12.2019
Bachelor of Science - Management Information Systems
SUNY Empire State College