Jens George
Austin,TX
Summary
Experienced IT service management professional with a strong background in IT service delivery. Proven track record of managing and optimizing IT operations for seamless service delivery. Skilled in identifying and implementing process improvements to enhance efficiency and productivity. Adept at collaborating with cross-functional teams for successful project outcomes. Dedicated to providing exceptional customer service and promptly resolving technical issues.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Application Change Coordinator
TxDOT
12.2022 - Current
- Analyzes and provides oversight of the service level management activities for Applications
- Establishes ITSM best practice and processes
- Responsible for adherence to processes and quality of service
- Interfaces with the Applications Team to identify Service Catalog and Service Automation improvements
- Perform Change Management analysis, assessment and strategize in developing various change management plans
- Responsible for developing and executing short- and long-term strategic plans to assure service level activities achieve current and future needs
- Performs research and recommends changes in services, products, and standards to support agency needs
- Employees at this level are virtually self-supervising and assume direct accountability for the work product
- Role will manage, report, and provide continual service improvement for the Incident, Problem, Change and Request Fulfilment Management processes
- Role will also provide ITD training, guidance and be the overall Applications SME for those processes
- CAB member responsible for reviewing and providing approval on changes from all service lines from an Application perspective.
IT Service Management Analyst
NHS Digital formerly HSCIC UK
07.2021 - 09.2022
- My main responsibility was to provide IT Service management support for the national provider (NHS digital formerly HSCIC) of information, data and IT systems for commissioners, analysts and clinicians in health and social care in the UK region
- My Primary objectives were to: Provide service management for the core platforms that connect digital services across the health and care system
- Implementing techniques of Incident and Problem Management to restore service quickly by applying known error workarounds
- Participating in diagnosing the cause of an incident through a structured process which included co-ordinating both internal and external 3rd parties
- Identifying trend analysis engaging with the Problem Management team to eliminate any unknown root causes detected
- Working closely with both Windows, Unix, Web Technologies
- Working closely with the Service Desk, Configuration Management, Build & Deploy, System Support, Security Administration, Change Control teams etc.
IT Support Agent for Primary Schools
Strawberry7 ICT Support Ltd
05.2020 - 10.2020
- Supported ICT infrastructure at multiple schools fixed general faults across different systems
- Worked closely with ICT Coordinator and other staff members to advise on school ICT strategy
- Advised best practices for providing curriculum to students through ICT
- Engaged with stakeholders on activities with regards to educational apps and other IT infrastructure issues.
Service Delivery Manager
IBM India Pvt Ltd
04.2011 - 08.2019
- Processed solutions based on ITIL principles for multiple clients
- Acted as the service integration point for the client, working closely with them to ensure consistency of services
- Took the lead on complex / high priority incidents
- Assisted teams on Root cause investigations and change management activities
- Identified and agreed closure of problem investigation issues; analysed critical and other incidents
- Coordinated and liaised with clients, IT Executives and Platform Managers to drive problem management processes by acting as initial escalation point; participated in meetings and reviews
- Implemented new problem management process to deliver RCAs within 7 days; designed work instructions on handling of multiple portfolios from offshore; resulted in 50% ticket closures from backlog and 70% reduction of those older than 100 days
- Lead teams across multiple locations and time zones and support trading businesses across multi-location / time zones
- Inspired team members to higher levels of performance & efficiency
- Demonstrated creativity and innovation in applying solutions for the benefit of the client and stakeholders
- Have taken accountability for the smooth implementation of change into the production environment by ensuring ITIL disciplines are followed
- Collaborated with client leadership across various disciplines, provides guidance
- Driven continual improvement of the capabilities and the delivery of services across the service scope.
NOC Technical Lead
Mphasis (HP Company)
05.2007 - 04.2011
- Awarded Best Employee 2010
- Oversaw event discover and management, incident management and resolution and automation of routine tasks
- Performed fault and performance analysis using monitoring tools to discover network impairments
- Provided administrative bridge management and oversight during network events/outages
- Collaborated with technical staff in troubleshooting cisco (2800, 3700, 5000, 7200 series) routers and MPLS network connectivity issues
- Demonstrated knowledge in ITIL Incident, Service, Problem and Change Management
- Performed handover functions to incoming shift team members and management.
Helpdesk Engineer Level 2
Unisys Global Services Ltd
02.2006 - 04.2007
Associate System Engineer
Trans Works Information Services Pvt Ltd
09.2005 - 02.2006
Technical Support Engineer
Sutherland Global Services Ltd
07.2004 - 08.2005
Education
BSc Computer Science -
Bangalore University
01.2001
Skills
- IT Service Delivery IT Infrastructure Incident & Problem Management 5 Why Root Cause Analysis Team Supervision & Leadership Management Metrics Reporting Process Set-up ITIL Certification Windows Active Directory MS Office Suite Google Workspace Network Command Centre Operations Application Monitoring Process MPLS Cisco Ticketing Tools: Clarify, Peregrine Service Centre, Remedy, PeopleSoft & Service Now Stakeholder Management Teamwork
Certification
- Certified ITIL V3 Foundation (Reg no: S25SYD771A)
- Certified ITIL Intermediate, Release Control Validation (Reg no: 03890003-01-1HV1)
- Microsoft Office 365: Administration (2020)
- Learning Cisco CLI Router Configuration (2020)
- AWS Concepts (2020)
- Community Immunity Ambassador (2020)
- Collaborative Leadership
- Change Management Practitioner (2019)
- IBM Mentor (2019)
- Cloud Service Management and Operations – Advanced V2 (2019)
- Big Data Foundations – Level 1 (2018)
- Bluemix Essentials (2018)
- IBM Design Thinking Practitioner (2017)
- Agile Explorer (2017)
- Cognitive Practitioner (2017)
Timeline
IT Application Change Coordinator
TxDOT
12.2022 - Current
IT Service Management Analyst
NHS Digital formerly HSCIC UK
07.2021 - 09.2022
IT Support Agent for Primary Schools
Strawberry7 ICT Support Ltd
05.2020 - 10.2020
Service Delivery Manager
IBM India Pvt Ltd
04.2011 - 08.2019
NOC Technical Lead
Mphasis (HP Company)
05.2007 - 04.2011
Helpdesk Engineer Level 2
Unisys Global Services Ltd
02.2006 - 04.2007
Associate System Engineer
Trans Works Information Services Pvt Ltd
09.2005 - 02.2006
Technical Support Engineer
Sutherland Global Services Ltd
07.2004 - 08.2005
BSc Computer Science -
Bangalore University