Summary
Overview
Work History
Education
Skills
Timeline
Generic

James Bunadin

Charlotte,United States

Summary

IT Service Management professional skilled in leveraging project management and process improvement to enhance IT service efficiency. Demonstrates leadership in guiding IT service desk teams, aligning with organizational objectives to boost customer satisfaction. Proficient in ITIL and quality assurance, adept at resolving complex technical issues while fostering a collaborative culture of continuous improvement.

Overview

18
18
years of professional experience

Work History

IT Business Analyst

HAYS US
Charlotte, United States
09.2023 - 06.2024
  • Company Overview: Assigned with Truist Bank, Chaarlotte, NC (remote)
  • Led IT support team, enhancing service delivery and user satisfaction.
  • Implemented access control policies, ensuring secure system access.
  • Resolved complex technical issues, improving operational efficiency.
  • Developed SOPs and knowledge base, streamlining service desk operations.
  • Coordinated with IT teams for seamless access management integration.
  • Led cross-functional IT service desk operations, implementing streamlined access provisioning protocols while ensuring compliance with strategic support objectives ITIL standards.
  • Orchestrated service improvement initiatives through data-driven analysis, establishing comprehensive knowledge base systems and enhancing user support efficiency.
  • Spearheaded the development of automated access management solutions, reducing manual processes and strengthening security protocols.
  • Established quality assurance frameworks for service desk operations, maintaining high performance standards and consistent service delivery metrics.
  • Partnered with cross-functional teams to streamline access provisioning processes and strengthen security measures across IT infrastructure.
  • Streamlined IT service desk operations through automated workflows and enhanced security protocols, driving measurable improvements in response times.
  • Designed and implemented data-driven solutions for access provisioning, optimizing system security while reducing operational complexity.
  • Assigned with Truist Bank, Chaarlotte, NC (remote)

Engineer, IT Infrastructure and Systems Change Manager

Cardinal Health
Charlotte, United States
03.2023 - 07.2023
  • Company Overview: Charlotte, NC (Remote)
  • Streamlined IT infrastructure modification protocols, reducing system downtime and enhancing operational efficiency across multiple departments.
  • Orchestrated system changes while maintaining continuous communication with stakeholders, ensuring minimal disruption to business operations.
  • Developed comprehensive change management documentation, risk assessment protocols, and contingency plans for critical IT infrastructure updates.
  • Implemented automated change control workflows for critical IT systems, leading to substantial reduction in deployment errors and improved system reliability.
  • Spearheaded cross-functional infrastructure modernization initiatives, resulting in enhanced system performance and streamlined operational processes.
  • Coordinated with global IT teams to optimize change management procedures, establishing robust protocols for system updates and maintenance.
  • Pioneered new approaches to infrastructure modification tracking, implementing solutions that enhanced visibility and control of system changes.
  • Engineered automated change control systems for IT infrastructure, driving significant error reduction and establishing robust deployment protocols.
  • Analyzed and optimized system modification workflows, implementing data-driven solutions that enhanced infrastructure reliability.
  • Charlotte, NC (Remote)

Release Management Analyst

Brooksource
10.2021 - 08.2022
  • Company Overview: Assigned at Charter Communications
  • Led release management processes at Charter Communications, coordinating deployments across multiple environments while maintaining system stability and uptime.
  • Streamlined deployment workflows and implemented automated validation checks, reducing release cycle duration and minimizing production incidents.
  • Orchestrated cross-functional release activities between development, QA, and operations teams to ensure seamless software delivery pipelines.
  • Developed and optimised release strategies to enhance deployment efficiency while maintaining service quality standards.
  • Implemented comprehensive release validation protocols and automated checks, enhancing deployment reliability while reducing system downtime across multiple environments.
  • Assigned at Charter Communications

IT Service Management Officer

United Nations International Computing Centre
Charlotte, United States
08.2009 - 03.2017
  • Company Overview: Charlotte NC
  • Led IT service management initiatives across global UN operations, implementing ITIL frameworks and streamlining service delivery processes.
  • Orchestrated cross-functional teams to enhance service desk performance, reducing incident resolution time and improving user satisfaction.
  • Pioneered automation solutions for routine IT operations, establishing standardised workflows and knowledge management systems.
  • Coordinated with international stakeholders to align IT services with organisational objectives, ensuring seamless service integration.
  • Monitored service level agreements and key performance indicators, developing comprehensive reports for continuous service improvement.
  • Designed and executed comprehensive IT service management strategies, optimising global service delivery through systematic process analysis and ITIL best practices.
  • Charlotte NC

Assistant Director - Technology Services

Charlotte Mecklenburg Schools
04.2006 - 07.2009
  • Led strategic technology initiatives across multiple school locations, modernizing infrastructure and implementing district-wide digital solutions.
  • Managed IT service delivery operations, optimized resource allocation, and streamlined technical support processes for enhanced educational outcomes.
  • Orchestrated system upgrades and network enhancements while maintaining operational continuity for staff and students across facilities.
  • Coordinated with administrators and faculty to align technology services with educational objectives and improve classroom digital integration.
  • Pioneered educational technology solutions, enhancing teaching capabilities while reducing system downtime and technical barriers.

Education

Certificate - Information Technology

New York University School of Professional Studies
08.1995

Masters Degree - Environmental Studies

Colorado State University
Fort Collins, CO
12.1984

Bachelors Degree - Business Administration

University of Liberia
12.1980

Skills

  • ITIL v3 Expert (MALC)
  • Leadership
  • Root Cause Analysis
  • IT Support
  • ServiceNow/BMC Remedy
  • Problem Management
  • Team Collaboration
  • Communication
  • Project Management
  • Security
  • Change Management
  • Continual Service Improvement
  • Incident Management
  • KPIs
  • Metrics and Dashboards
  • CMDB
  • PRINCE2 Practitioner

Timeline

IT Business Analyst

HAYS US
09.2023 - 06.2024

Engineer, IT Infrastructure and Systems Change Manager

Cardinal Health
03.2023 - 07.2023

Release Management Analyst

Brooksource
10.2021 - 08.2022

IT Service Management Officer

United Nations International Computing Centre
08.2009 - 03.2017

Assistant Director - Technology Services

Charlotte Mecklenburg Schools
04.2006 - 07.2009

Certificate - Information Technology

New York University School of Professional Studies

Masters Degree - Environmental Studies

Colorado State University

Bachelors Degree - Business Administration

University of Liberia

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