Andrew T.

About Andrew T.

Visionary, ITIL-certified executive with 20+ years of proven success in transforming IT organizations, driving operational excellence, and aligning technology strategy with business growth. I specialize in leading high-performing teams through complex change, fostering innovation, and delivering measurable results at scale. As a strategic leader, I excel at balancing immediate operational needs with long-term vision, ensuring IT not only supports but accelerates organizational objectives. My approach is grounded in empowering teams, nurturing cross-functional collaboration, and creating cultures of continuous improvement and accountability. Key Strengths: • Executive leadership of global IT operations, service delivery, and digital transformation initiatives • Expertise in ITIL frameworks, ServiceNow, cloud migration, and process automation • Track record of risk mitigation, reliability enhancement, and cost optimization • Strong business acumen: adept at budget management, vendor negotiations, and stakeholder engagement • Passion for mentoring talent and building resilient, innovative teams Career Highlights: • Delivered a 98% CMDB health score by overseeing a $1.1M ServiceNow/Asset Management and Application Portfolio Management implementation—on time and within budget • Maintained 99.99% service, application, and infrastructure availability as IT Service Availability Manager • Reduced Tier I response times by 31% and increased resolution rates by 12% through ITIL-based support model redesign and vendor alignment • Achieved a 50% decrease in call rates and response times within a month by rapidly deploying performance metrics and process improvements I believe technology is an enabler, not the end goal—true value comes from leveraging it to solve business challenges, empower people, and drive sustainable growth. “Technology is not the solution, it’s an enabler. It’s what you do with it that makes the difference.” — John Chambers Let’s connect to explore how I can help your organization achieve its next level of IT maturity and business impact.

Experience

1. Senior Manager, (Smo) Service Management Office

   PayPal

   Sep 2024 — Present · Scottsdale, AZ, US

   Leading strategy and performance for IT Managed Services collaboration at PayPal.

Education

• The College of Wooster

  BACHELOR OF ARTS IN URBAN STUDIES & ECONOMICS

  2002 — 2007

• University of Phoenix

  GRADUATE PROJECT MANAGEMENT PROFESSIONAL CERTIFICATE, UNIVERSITY OF PHOENIX

  2014 — 2015

• Rockhurst University

  MANAGEMENT AND LEADERSHIP SKILLS, NATIONAL SEMINARS CERTIFICATE, ROCKHURST

• Appleton North High School

  High School Diploma

• University of Phoenix

  MASTER OF PUBLIC ADMINISTRATION, THE UNIVERSITY OF PHOENIX, PHOENIX, AZ

  2011 — 2013