FORREST KITZROW
Little Elm,Texas
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Adept at working effectively unsupervised and quickly mastering new skills. Attentive and goal-focused brings successful approach to cultivating complex best practices to meet organizational and regulatory expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Sr. Consultant
Insight
04.2021 - Current
- Responsible for creating, validating, organizing, and improving processes and procedures for various lines of businesses and applications within Insight
- Work with various Insight teams to understand requirements and business process to translate to business requirements
- Push towards automation and designing innovative solutions to allow Insight to be more efficient and agile
- Developed a complete library for ITIL 4 Practice guides
- Designed, developed and Implemented an Information Technology Service Management (ITSM) Maturity Assessment offering
- Established and documented enterprise-wide vision, strategy, objectives, and training for end-to-end ITIL 4 Foundation Certification.
IaaS ITILv3 Expert/ITSM Management Consultant (Contractor)
IBM Cloud
10.2020 - 03.2021
- Provide ITIL-based Information Technology Service Management (ITSM) knowledge training and expertise to customers and stakeholders
- Provide specific ITSM process (such as Incident, Problem, Change, Asset, Configuration and Continual Service Improvement Management) support to the preparation and evaluation of technical documents, papers, studies, and briefings.
ITILv3 Expert, Learning and Development Manager
TOYOTA
Plano, TX
01.2019 - 03.2020
- Conceptualize, introduced, and manage the implementation of the training curriculum on innovative technical procedures
- Strategically engage and collaborate with cross-functional teams and stakeholders to facilitate training programs for new and existing employees
- Develop, implement, and monitor assessments and user polls to evaluate course effectiveness of training, researching effective ways to develop different areas of skills, adapting the approach to suit the needs of individual learners
- Consolidate and enhance member and business communications and interactions by upgrading products and implementing optimization features
- Successful in leveraging both traditional practices, such as IT service management, as well as emerging methods, such as DevOps, which are optimized for agility
- Was instrumental in Defining and managing the roles and access privileges for individuals accessing our Learning Management System (LMS) for the TFS Digital Academy, utilizing the Identity and Access Management (IAM) concepts, policies, and processes.
Systems Portfolio Manager
TOYOTA
Dallas, TX
09.2017 - 01.2019
- Influenced and supported critical business decisions using ServiceNow Application Portfolio Management, critically analyzed, and evaluated complex financial models of each application and provided actionable recommendations to management and key stakeholders
- Defined and helped manage the roles and access privileges of individual network users and the circumstances in which users are granted (or denied) those privileges for RSA SecurID Access
- Following the Identity and Access Management (IAM) policy and procedures
- Responsible for operational service management processes to ensure quality, efficiency, productivity, and goals are achieved
- Leader the Technology Services concerning ITSM best practices and building a culture of DevOps with a mindset for continuous improvement and excellent customer service
- Consistently refined the value of application roadmap by identifying solutions to optimize services and address obsolete issues and evaluating the need for each application to the business
- Spearheaded as the key point of contact for major IT incidents to deliver on Domain related issues
- Developed comprehensive application project plans, to oversee automating, documentation, training and socializing of IT Technology Services standard operating procedures and will set/oversee the IT Asset Management (ITAM) strategy.
Assigned to TOYOTA - Major Incident, Problem Continuous Service Improvement
Dallas, TX
01.2017 - 09.2017
- Demonstrated strong analytical skills to generate, analyze, and deliver informative reports on incident types, key problems, and business functions, identifying any issues and recommending mitigation solutions to IT support teams
- Drive continuous growth and improvements with our expanded team, including third party providers
- Coordinated with Service Desk, Application Support Teams, and IT Service Management, identifying and managing major incidents as Tier-3 support, from requirements gathering, implementation, system hand-over, and support, resulting in enhanced cross-location collaboration and the effective management of IT support, consistently achieving high user satisfaction
- Supported the Identity and Access Management (IAM) team during a critic incident response
- Successfully managed problems to RCA, performing analysis, diagnosis, and resolution of complex issues for end-users, and recommend and implement corrective solutions, including collaborating with application delivery managers to submit preventative recommendations and solutions when appropriate
- Instrumental in the production release management, incorporating: Participation in Change Advisory Board for a weekly review of changes being entered into production
- Lead and coordinated the Go-Live activities, including the execution of the deployment plans and checklists.
Process Engineer Consultant, ITIL v3 Expert
SOUTHWEST AIRLINES
Dallas, TX
06.2016 - 11.2016
- Recognized for transparent and collaborative leadership capabilities across the ITSM function and promoting a culture of continual improvement and compliance with the Continual Service Improvement Process
- Strategically engaging and collaborating with cross-functional teams and stakeholders to develop and manage CSI roadmap for SWA required to satisfy all business objectives
- Demonstrated experience in establishing standard processes and managing performance to achieve key operational metrics.
Process Engineer 3, ITIL v3 Expert
WAL-MART STORES, INC
Bentonville, AR
09.2015 - 04.2016
- Lead audit procedures for verifying compliance and external and internal service reviews to identify CSI opportunities, providing in-depth reports of findings to management
- Drive continuous growth and improvements with our expanded teams, including third party providers
- Optimized the ITSM function's availability and transparency through delivering consistent, high-quality service
- Increased operational efficiency by monitoring the performance of cross-functional teams and recommending process improvements of Service Design and Service Transition processes such as Release Management, Change Management, and Service IT Asset Management (ITAM) & Configuration Management to ensure sustainability.
Process Engineer 3, ITIL v3 Expert
Owner - Incident and Problem Management Process
09.2011 - 09.2015
- Train worldwide and a Led team in establishing and maintaining effective Information Technology Infrastructure Library (ITIL)-based incident, problem and change management processes, improving the quality of IT break-fix services delivered to the company's ISD employees, contractors, and vendors
- Established and documented enterprise-wide vision, strategy, and objectives for end-to-end (ITIL)-based incident management and problem management processes
- Effectively leveraged expertise on strategic plans and financial models, as well as ensuring alignment of Key Performance Indicators (KPIs) and critical success factors to business objectives
- Monitored and evaluated KPIs, SLA’s and CSFs through engaging with key stakeholders and assimilating business drivers and overall objectives.
Incident Manager
FISERV, INC.
Brookfield, WI
03.2011 - 09.2011
- Coordinated, identified, recorded, analyzed, and interpreted the information and data needed to support the IT incident management process with defined SLAs
- Prepared and recommended action plans to remedy the incidents and optimize the incident management process in accordance with policies and standards.
Infrastructure Project Manager
KOHL’S DEPARTMENT STORES
Menomonee Falls, WI
01.2010 - 01.2011
- Managed infrastructure MREVAL and MPX application streams for quantum merchandise replenishment project
- Completed network cabling to LAN and server builds for AIX environments, including understanding customer requirements, budget, objectives, and user expectations and planning accordingly to ensure the project was delivered on time, within budget, and within company IT and best practice standards.
Infrastructure Project Manager
NORTHWESTERN MUTUAL
Milwaukee, WI
01.2010 - 01.2011
- Leveraged effective communication skills to engage and support cross-functional teams, including managing the Watchfire replacement project, evaluating recommended tools in POC environment, implementing, and configuring tools to support the type of report provided by Watchfire, to satisfy competing deadlines and deliverables.
Incident Manager
FIDELITY NATIONAL INFORMATION SERVICES
Milwaukee, WI
01.2009 - 01.2010
- Consistently improved and strengthened IT business operations, directed ITIL process resolve incidents, and supported the project team through FIS Corporation Business Technical resources.
Senior Application Specialist
FIDELITY NATIONAL INFORMATION SERVICES
Milwaukee, WI
01.2006 - 01.2009
- Appointed to provide technical consulting to Tier 1 risks clients and deliver second – level support for FSI risk products.
Project Manager
FIDELITY NATIONAL INFORMATION SERVICES
Milwaukee, WI
01.2002 - 01.2006
- Leveraged expertise to clients with requirements for contributing data to ChexSystems databases to address performance or outstanding issues, ensuring overall alignment with state and federal legislation regulatory requirements, including Fair Credit Reporting Act (FCRA), Fair Debt Collections Practices Act (FDCPA), Title V, and Subtitle A of Gramm-Leach- Bliley Act (GLBA) for reporting consumer data.
Education
Some College (No Degree) - Police Science
Marquette University
Milwaukee, WIFire Fighter/EMT -
Waukesha County Technical College
Pewaukee, WISkills
- IT Service Management (ITSM)
- IT Asset Management (ITAM)
- IT Operations Management (ITOM)
- IT Project Management
- Implementation Management
- Identity Access Management (IAM)
- Technical Team Leadership
- Service Desk Management
- Field Support Management
- Operating Systems: Windows NT, HP 9000 HP-UX, UNIX IBM OS/360–MVS/ESA, JCL, JES2, JES3, SDSF RACF, CICS, CA7
- Software: Microsoft Office Suite 365, Microsoft Office Teams, Jira, BMC Remedy, ServiceNow, Adobe Acrobat, Adobe Creative Suite, Adobe Creative Cloud, Articulate Rise 360, Articulate Storyline, Nitro Pro 10, SharePoint, Power Bi,
- Cloud Computing Platform: AWS
Certification
- ITIL4 Managing Professional
- ITIL 4 Certified Trainer
- ITIL Expert v3, 2013
- ITIL v3 Managing Across the Lifecycle, 2013
- ITIL v3 Service Transition, 2012
- ITIL v3 Service Operation, 2012
- ITIL v3 Service Strategy, 2012
- ITIL v3 Continual Service Improvement, 2012
- ITIL v3 Foundation, 2011
Professional Development
- Dale Carnegie, 2015 - Honored with Highest Award for Achievement from Dale Carnegie
- Security Clearance – USMC
Timeline
Sr. Consultant
Insight
04.2021 - Current
IaaS ITILv3 Expert/ITSM Management Consultant (Contractor)
IBM Cloud
10.2020 - 03.2021
ITILv3 Expert, Learning and Development Manager
TOYOTA
01.2019 - 03.2020
Systems Portfolio Manager
TOYOTA
09.2017 - 01.2019
Assigned to TOYOTA - Major Incident, Problem Continuous Service Improvement
01.2017 - 09.2017
Process Engineer Consultant, ITIL v3 Expert
SOUTHWEST AIRLINES
06.2016 - 11.2016
Process Engineer 3, ITIL v3 Expert
WAL-MART STORES, INC
09.2015 - 04.2016
Process Engineer 3, ITIL v3 Expert
Owner - Incident and Problem Management Process
09.2011 - 09.2015
Incident Manager
FISERV, INC.
03.2011 - 09.2011
Infrastructure Project Manager
KOHL’S DEPARTMENT STORES
01.2010 - 01.2011
Infrastructure Project Manager
NORTHWESTERN MUTUAL
01.2010 - 01.2011
Incident Manager
FIDELITY NATIONAL INFORMATION SERVICES
01.2009 - 01.2010
Senior Application Specialist
FIDELITY NATIONAL INFORMATION SERVICES
01.2006 - 01.2009
Project Manager
FIDELITY NATIONAL INFORMATION SERVICES
01.2002 - 01.2006
Some College (No Degree) - Police Science
Marquette University
Fire Fighter/EMT -
Waukesha County Technical College
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