Drew Furney

About Drew Furney

Throughout my career as a Technology Leader, I have gained world-class experience directing the development, delivery, and ongoing support of enterprise IT systems and services. Most recently, I provided IT Incident and Problem Management leadership for The Walt Disney Company, with previous experience working as a systems engineering expert for Microsoft’s Xbox LIVE platform. Key areas of my leadership expertise include empowering full-service IT operations and teams in charge of engineering, delivering, and administering business-critical technologies and processes, while aligning solution delivery, support, and risk management directives to complex operational requirements. I also have exceptional expertise in analyzing business processes and IT architectures to identify and mitigate risk and respond to evolving opportunities in technology landscapes.I am available at any time to discuss how I can help your company to improve its business performance by leveraging innovative IT solutions.PROFESSIONAL ACHIEVEMENTS IN TECHNOLOGY MANAGEMENT*Led operational and technical efforts at The Walt Disney Company to establish and implement new service management standards that greatly improved the efficiency of Problem and Incident management initiatives, complementing ITIL best practices.*Directed the development of significant performance enhancements in IT Problem Management, including improving root cause identification by 52%, reducing time required to identify permanent solutions by 68%, with a 74% improvement in final solution delivery; improvements contributed to a 44% reduction in time requirements to complete the Problem Management lifecycle at The Walt Disney Company.*Organized and led a new quality program for The Walt Disney Company’s Enterprise Technology Operations Center, tactically maturing Incident Management practices through new processes and metrics that significantly improved the agility of the Incident Management organization.

Experience

1. Director of Area Support

   Microsoft

   Dec 2023 — Present

   Leading crisis communications and customer support strategy for Microsoft\'s strategic customers.🤝 Partnering with C-Suite executives to drive successful outcomes and enhance customer experiences. Coordinating cross-functional teams during service incidents and large-scale events. Fostering innovation, resolving complex challenges, and ensuring continuous improvement. Committed to Microsoft\'s mission: empowering every person and organization to achieve more.

Education

• Western Governors University

  Bachelor of Business Administration - BBA, Computer and Information Sciences and Support Services

• St. Petersburg College

  Associate of Information Technology Management