Evan Sasson

About Evan Sasson

As a seasoned professional with over 15 years of experience in client services, project management, and IT operations, I\'ve built a career on driving business growth and delivering exceptional value to clients. My journey has been defined by a commitment to excellence, a strategic mindset, and a passion for building strong, lasting relationships.At the core of my expertise is a deep understanding of business strategy and a proven track record of managing large, complex client relationships. Whether leading a global team to enhance IT service delivery or guiding key accounts through strategic growth initiatives, I thrive on challenges that require innovative solutions and collaborative leadership.My career highlights include directing client operations for health IT systems at Cerner, where I ensured system availability and client satisfaction, and currently managing a portfolio of high-value projects at Cprime, where I lead teams to deliver custom integration, migration, and automation solutions. My ability to align client needs with organizational goals has consistently resulted in successful project outcomes and strong client retention.I am passionate about mentoring emerging leaders, driving continuous improvement, and advocating for customer-first strategies. My approach is always client-centric, with a focus on understanding their objectives, delivering on promises, and exceeding expectations.

Experience

1. IT Service Management and Operations Consultant

   Inspiration Global

   Nov 2024 — Present · Philadelphia, PA, US

   Responsible for reviewing and improving IT business processes during a corporate and technological transformation as the client divested its technical environment from a partner. Improved Service Desk performance through reporting, quality analysis, and project coordination by streamlining relevant information to the group.• Managed executive-level incident reporting and tracking, delivering root cause summaries and stakeholder communications.• Liaison for Service Desk Outsourcer for escalations, KPI, and project enhancements.• Utilized analytical skills to identify recurring issues, driving post-incident reviews and continuous improvement initiatives.• Acted as point of escalation and coordination across infrastructure, applications, and support teams to ensure service restoration.• Led improvement of incident and problem workflows, including classification, ownership, and response time SLAs.• Developed and maintained Excel-based dashboards for data-driven service analysis and trend identification.• Reduced data input on metrics reporting to lower labor overhead, reduce errors, and decrease time to production.• Project lead for Service Desk on phone migration pilot from Avaya to Genesys. Represented the Support Center to coordinate the production rollout across the organization and the impact to the team.

Education

• University of Delaware

  Bachelor of Science - BS

Skills

• Project Management
• IT Management
• Pmp
• Service Delivery
• Business Analysis
• Itil
• Process Improvement
• Program Management
• IT Operations
• Vendor Management
• Disaster Recovery
• Data Center
• IT Service Management
• Integration
• Outsourcing
• IT Strategy
• Sdlc