Leonard Long

About Leonard Long

Accomplished, motivated professional with more than 28 years of experience in the information technology industry with a focus in the core functions of IT Service Management (ITIL v3 & v4 Certified) for an organization with a global customer base. Recognized for unmatched leadership skills, integrity, dedication, consistency, creativity, and the ability to foster cooperation in a diverse business environment.Led strategic planning & implementation of the CIO ITIL Foundations & Certification program. Program increased the number of ITIL Foundations certified employees by 25% in Q1 2021.Reconstituted the Continual Service Improvement Program with revised SOP to better align with ITIL v4. Implemented Continual Improvement initiative that improved Service Delivery KPI by 10%(across 386 support teams) within 11 monthsManaged Service Onboarding, which guides newly acquired organizations or internal legacy organization business units and teams, through the adoption of a common service management tool (ServiceNow) and agreed upon underlying processes.Provided initial training to IT Support staff during the switch to the Service-Now (Service Management Suite). Continually assists Service Owners, Support Group managers, team members and with Dashboard and report configurationDuring major service outages, served as a member of the TIGER Team which coordinated restoration efforts and providing progress reports to the business. Following service, identify root cause, and ensure remediation action items were completed in a timely fashionDesigned, authored and implemented Change management process resulting in 303% decrease in undocumented CI changesDefined, authored and implemented Incident & Request management processes (trained staff of 500+ IT analysts), that underpinned the LANDESK Service Desk management tool which supported global customers.

Experience

1. Senior Manager Information Technology Operations

   HealthVerity

   Nov 2021 — Present · Philadelphia, PA, US

   Establish IT policies regarding operational procedures and ensure compliance.Work with outside vendors, upper management, and leadership of other departments to ensure smooth processes.Establish strategies for risk mitigation and contingency planning.Plan and schedule project guidelines and goals while ensuring timelines are met.

Education

• Chestnut Hill College

  Certificate, Computer Forensics and Electronic Discovery

  2012

• Philadelphia University

  Bachelor of Science - BS, Information Technology

  2009

• Computer Learning Center

  Certificate, Computer Electronics

  1997