Don Holton

About Don Holton

I am an accomplished Information Technology Professional with proven experience in roles…

Experience

1. Major Incident Management Lead - Omc Operations Manager

   DXC Technology

   Mar 2020 — Present

   Major Incident Management Lead directing eight-member Americas team. Senior Lead for all Priority 1 Major Incidents, Postmortem discussions, RCA\'s, training, and Process Improvement activities. • Improved team internal SLA performance by reducing the average time to respond to OMC engagement requests by over 50%. • Improved overall Major Incident Mean Time to Resolve (MTTR) performance by 50% through implementing new Incident Management processes and team training. • Created a ServiceNow CMDB dashboard and Criticality validation process which greatly reduced the time required for Major Incident Mangers to determine incident priority. • Developed and implemented a War Room model for OMC team engagement and issue tracking used for multiple high visibility IT divestiture projects.

Skills

• IT Strategy
• Saas
• Desktop Hardware
• Offshore Projects
• Business Analysis
• Requirements Analysis
• Start-Up Operations
• Technical Training
• Requirements Gathering
• Technical Leadership
• Sap Products
• Vendor Management
• Project Implementation
• Sap Implementation
• Hands-on Technical Leadership
• Project Management
• Software Documentation
• Infrastructure
• Project Coordination
• IT Hardware Support
• Itil
• Server Administration
• Team Leadership
• IT Service Delivery
• Management
• Integration
• Change Management
• User Acceptance Testing
• Classroom Training
• Field Support
• Sap
• Project Planning
• Hp Server Hardware
• Business Process Improvement
• IT Service Management
• Systems Engineering
• Business Process
• Testing
• Incident Management
• Process Improvement