Norman Williams Jr
Ewing
Summary
Results-driven Product Manager with extensive experience in end-user operations, IT service management, and operational performance across global and regional landscapes. Proven track record in driving operational efficiencies and leading cross-functional teams to implement innovative solutions that significantly enhance the end-user experience. Expertise in ITSM processes, vendor management, and continuous improvement initiatives within dynamic, fast-paced environments demonstrates a strong ability to adapt and thrive in challenging situations. Authorized to work in the US for any employer, ready to contribute to organizational success through strategic insights and effective leadership.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Product Manager, Americas End User Operations
Kenvue
01.2023 - Current
- Lead operational management for Level 1 (Service Desk), Level 1.5 (Remote Control Center), and Level 2 (Deskside Support) support operations in partnership with managed service partners for infrastructure, applications, and services.
- Oversee global ITSM processes including Incident, Request, Change and Knowledge Management; collaborate with global process owners to drive improvements and enhancements.
- Presented product updates to executive leadership, articulating strategic initiatives and performance metrics effectively.
- Manage technologies related to operational environments, including vendor roadmaps, implementations, and organizational change management.
- Partner with application, service, and process owners, as well as business stakeholders, to develop and execute continuous improvement plans.
- Participated in industry best practices, vendor reviews, and lessons learned to bring innovation to the end user experience.
Reliability Engineer
Johnson & Johnson
11.2020 - 01.2023
- Accountable for the full Problem Management Lifecycle, ensuring timely detection, resolution, and closure of problems to prevent incidents and minimize impact.
- Spearheaded initiatives targeting continuous improvement, resulting in enhanced operational efficiency across multiple projects.
- Conducted root cause analysis to troubleshoot failures, driving improvements in product reliability.
- Monitor and analyze IT operations, benchmark metrics, and identify improvement actions.
- Engage with business partners, technology product owners, developers, SaaS vendors, and architects to drive solutions for more reliable applications.
- Coordinate with disaster recovery teams and provide backup for service transition, including change and release management.
IT Project Coordinator
Workforce Opportunity Services
05.2019 - 11.2020
- Coordinated project timelines and deliverables to ensure alignment with organizational objectives.
- Facilitated communication between cross-functional teams to enhance collaboration and project efficiency.
- Managed multiple IT projects simultaneously, prioritizing tasks based on urgency and potential impact on the organization''s goals.
- Supported pharmaceutical field sales, global clinical operations, and JNJ executives globally.
- Assisted with VIP and field user help desk escalations, monthly billing reports, and project deployments (iOS upgrades, Office 365, Windows 10 refresh).
- Implemented process improvements that streamlined workflows and reduced project turnaround times significantly.
- Created and maintained knowledge articles for incident resolution and chatbot support.
Data Center Operations Technician
SysMind
04.2018 - 04.2019
- Installed and decommissioned data center infrastructure components.
- Monitored and maintained data center environments for optimal performance.
- Conducted routine inspections to ensure equipment functionality and reliability.
- Collaborated with cross-functional teams to troubleshoot and resolve technical issues.
- Deployed, tested, and troubleshot copper, coax, and fiber connectivity.
- Managed build materials and ensured compliance with safety and labeling standards.
Fiber Customer Support Analyst
Verizon
01.2013 - 12.2017
- Provided technical support for fiber-to-home activation and troubleshooting.
- Analyzed customer inquiries to provide effective solutions and enhance service satisfaction.
- Collaborated with technical teams to resolve complex fiber service issues efficiently.
- Developed training materials for new support staff, improving onboarding processes and knowledge retention.
- Implemented feedback mechanisms to continuously improve customer support strategies and service delivery.
- Monitored ticketing system performance, ensuring timely resolution of customer issues and requests.
- Analyzed and resolved customer issues related to networking and PC hardware/software.
Board of Education Security Officer
Paterson Public Schools
08.2011 - 01.2013
- Patrolled school facilities to ensure safety and security for students and staff.
- Assisted in emergency situations and supported professional staff and law enforcement.
Education
Bachelor’s Degree - Computer Science
DeVry University
New Brunswick, NJ10.2019
Associate - Computer Information Technology
DeVry University
Paramus, NJ07.2011
High School Diploma - undefined
Dwight Morrow High School
Englewood, NJ06.2006
Skills
- IT Service Management
- Incident, Request,Change and Knowledge Management
- Generative and Agentic AI implementation
- KPI tracking
- Dashboard creation
- Roadmap development
- Vendor Management
- ServiceNow experience
- Report generation
- SLA management
- Agile methodology
- Cross-functional team leadership
Accomplishments
- Achieved $3 million in savings by completing ITSM transformation with accuracy and efficiency.
- Supervised team of 50 staff members.
- Achieved 40% live agent deflection by introducing AI enabled chat & voice bot for end user tasks.
- Collaborated with cross functional team of 20+ in the implementation of generative & agentic AI across all ServiceNow modules.
Certification
- ITIL® Foundation Certificate in IT Service Management - Certificate Number GR671152266NW
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Product Manager, Americas End User Operations
Kenvue
01.2023 - Current
Reliability Engineer
Johnson & Johnson
11.2020 - 01.2023
IT Project Coordinator
Workforce Opportunity Services
05.2019 - 11.2020
Data Center Operations Technician
SysMind
04.2018 - 04.2019
Fiber Customer Support Analyst
Verizon
01.2013 - 12.2017
Board of Education Security Officer
Paterson Public Schools
08.2011 - 01.2013
Associate - Computer Information Technology
DeVry University
High School Diploma - undefined
Dwight Morrow High School
Bachelor’s Degree - Computer Science
DeVry University