Evan Thomas

IT Service Management @Lee Health

Fort Myers, FL, US

Managed continuous improvement of ServiceNow platform reinforcing the ITSM practice within the Lee Health Organization- Compose & implement industry best practices aligned with ITIL 4 standards within organization across multiple departments- Single handedly implemented Change Management best practices by establishing baseline requirements, supporting documentation for continued education of process across organization & implementing a weekly Change Advisory Board in order to review, approve/reject all changes taking place (including standard, exception and emergency changes)- Conducted monthly meeting reviewing past month metrics in relation to changes opened/closed, successful & unsuccessful changes, changes that caused issues and maintained a low count of stale (old) changes from accumulating- Architected & successfully implemented Problem Management & Major Incident Management process - Facilitated major incident bridgeline calls capturing detailed notes and time stamps of each incident from beginning to end - Established weekly Problem Management Meeting to review all open problem records including current status, root cause analysis, resolution and implementing change management tools to ensure a permanent solution- Established Monthly Problem Management Metric Meeting detailing opened problems and closed problems from previous month, top talkers each month per department and configuration item & utilized this data to determine what necessary actions need to take place to prevent future outages from occurring (ie trend analysis & forecasting)

Florida State University

BS