Kimberly Gibbs
- Role
- Senior Manager IT Service Management at BRG
- Location
- Columbia, MD, US
- LinkedIn followers
- 500 followers
About Kimberly Gibbs
Experienced IT Manager skilled in managing projects end-to-end using ITIL, PMI, and ISO…
Experience
Senior Manager IT Service Management
Jul 2023 — Present
Implemented Change Management, Knowledge Management, Service Catalog Management processes. Developed a Self-Service Portal, IT Chat assistance, and customer satisfaction measurement program in ServiceNow. Rebuilt/launched the IT Service Desk to an overall customer satisfaction rating of 4.85 out of ultimate satisfaction goal of 5.\\\\n• In a highly competitive job market for IT personnel, I recruited and hired top IT professionals to ensure the IT Service Management team is appropriately staffed for the growth of the business. I also actively retained three top level team members who’d been courted by other firms.\\\\n• Upgraded Asset Management in ServiceNow to more carefully track inventory stock, location, assignees, etc. Created a dashboard for these reports that provide a current asset status in real time to anyone needing information or tracking expenditures. Worked to implement an annual inventory process to monitor and manage IT costs.\\\\n• Worked with systems administrator to develop automation that saves the firm approximately 6k a month.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
Skills
- Pmp
- Bmc Remedy
- Created Documentation and Templates Improving Communication.
- Itil V3 Certification
- Security
- Troubleshooting
- Currently Studying for Project Management Professional (Pmp) Certification.
- Help Desk Support
- Process Improvement
- Technical Support
- Testing
- Windows Server
- Quality Assurance
- Itil
- Implemented Practices Which Raised Customer Service Satisfaction Levels 80%.
- Disaster Recovery
- Project Management
- Servers
- Created a Central Location for Information Sharing
- Active Directory
- Excels in Oral and Written Communication, Analytical Interpretation.
- Information Technology
- Project Management Fundamentals Certificate of Completion
- Takes Initiative, Self-Starting, Organized, Detail Oriented Multi-Tasker.
- IT Service Management
- Revised the Service Desk Manual to Include Updated Processes.
- Headed Projects Which Produced Training Documentation and Administered Training
- Software Documentation
- System Administration
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