Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ross Iggulden

Brush Prairie,WA

Summary

ITSM Owner and Service Delivery Manager with a proven track record in driving continual service improvement and delivering exceptional customer experience. Specializes in ITSM/ServiceNow CSI process ownership, SLA management, and ITSM clean-up initiatives, resulting in significant cost savings and performance enhancements. Passionate about leveraging ITIL best practices to foster organizational growth and efficiency. Seeking a remote role in a forward-thinking company committed to continuous improvement and valuing its people.

Overview

40
40
years of professional experience

Work History

ITSM Global Process Owner

Daimler Trucks
08.2021 - 03.2024
  • Streamlined processes by identifying inefficiencies and implementing improvements.
  • Enhanced overall product quality by enforcing rigorous quality control procedures.
  • Developed strong cross-functional relationships to ensure seamless communication among departments.
  • Optimized workflows, resulting in increased operational efficiency and productivity.
  • Implemented cost-saving measures that led to significant reduction in overhead expenses.
  • Provided team leadership and direction, fostering a culture of collaboration and continuous improvement.
  • Collaborated with stakeholders to define project scope, objectives, and deliverables, ensuring alignment with business goals.
  • Handled escalations from customers or internal stakeholders; swiftly resolved issues while maintaining positive working relationships.
  • Gathered and analyzed large amounts of data to determine improvement projections.

ITSM/Service Desk Manager/IT Security Provisioning

Daimler Trucks North America, DTNA
03.2005 - 08.2021
  • Improved service desk efficiency by streamlining processes and implementing best practices.
  • Enhanced customer satisfaction with timely issue resolution and effective communication skills.
  • Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
  • Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
  • Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
  • Increased first call resolution rate through comprehensive staff training and development programs.
  • Reduced call volumes by over 40,000 calls a year over a 5 year span
  • Reduced user onboarding from 5 days to 2.3 days improving user productivity
  • Achieved millions in cost savings over the course of continued contract renewals in the years I was Service Delivery Manager

System Administrator MF/UNIX and NOC

Daimler Trucks North America, DTNA
03.1984 - 03.2005
  • Enhanced system performance by optimizing server configurations and implementing regular updates.
  • Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
  • Streamlined network operations by automating routine tasks using advanced scripting techniques.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.

Education

No Degree - Business Administration And Management

City University of Seattle
Seattle, WA

Skills

  • Performance metrics analysis
  • Data-driven decision-making
  • Process Documentation
  • Operational Excellence
  • Lean Six Sigma
  • Workflow Design
  • Process Automation
  • Customer Focus
  • Quality service
  • Performance Improvement
  • Customer Service Management
  • Process Improvements
  • Problem-Solving
  • Continuous Improvement
  • Team building
  • Customer Service
  • Self Motivation
  • Incident Management

References

Reference for ITSM/ServiceNow:

Joe Edelen - ServiceNow Senior IT Manager - Daimler Trucks - 360-880-8553

Richard Guyot - ServiceNow Team Lead - Daimler Trucks - 503-260-8048


Reference for ITSM Service Delivery Manager:

Brian Kless - VP Account Executive - Atos- 586-747-9734


Timeline

ITSM Global Process Owner

Daimler Trucks
08.2021 - 03.2024

ITSM/Service Desk Manager/IT Security Provisioning

Daimler Trucks North America, DTNA
03.2005 - 08.2021

System Administrator MF/UNIX and NOC

Daimler Trucks North America, DTNA
03.1984 - 03.2005

No Degree - Business Administration And Management

City University of Seattle

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Ross Iggulden