Rhonda N.
Manager, ITSM Process Management at Optum
- Role
- Sr Manager, Itsm Process Management at Optum
- Location
- Danville, PA, US
- LinkedIn followers
- 500 followers
About Rhonda N.
Certified IT Service Management professional with a strong background in ITIL, IT Service Management Practice processes implementation and continuous improvement through ITSM tools, documentation and thought leadership - design defined, manageable, repeatable processes. Results-driven, motivated professional executing ITSM strategy, leading Service Management Support Service teams (Incident, Major Incident, Problem Management, etc.) in alignment with Business requirements. • 10+ combined experience in Telecom, E9-1-1, and IT services managing operations support functions. • Adapt to support strategic objectives, organizational change, and integration activities. • Establish goals and development plans to inspire and motivate teammates to expand their capabilities and do their best work.• FEMA Incident Command Certifications, ICS-100 and ICS-200.• ITILv3 Foundations IT Service Management Certification - 10/2014.• ITIL4 Foundations IT Service Management Certification - 5/2022.• Professional Designations, Integrated Service Management Essentials Certification, 9/2022.• UnitedHealth Group Emerging Leadership Certificate of Completion, 11/2022• ITIL4 Specialist Create, Deliver, Support Certification - GR67•••••38RN, 5/06/2023. • Worked for industry-leading Fortune 500 companies in the Telecommunications, Public Safety, and Healthcare sectors.
Experience
Sr Manager, Itsm Process Management
Feb 2021 — Present · US
Align IT Service Management (ITSM) policies, processes, and improvements to support business and customer requirements. Effective problem-solving, analytical business acumen, adaptability, and communication congruent with organizational goals. Measure, monitor, report, and improve multiple process areas. Collaborate with cross-functional teams to define requirements, propose solutions, and manage process lifecycles for consistent, reliable service delivery. Foster continuous improvement and teammate development. Expand teammate potential through mentorship and credible leadership. Inspire innovative solutions and influence resilience for teammate career growth.
Education
Bellevue Community College, Bellevue, WA
Direct Transfer Program
2002 — 2002
ITIL
ITIL Foundations and FEMA Incident Command , ITIL Service Operations and Incident Command
AT&T Alliance, Denver, CO
Electronics
1998 — 2000
AT&T Telecommunications Network Operations Engineering Training
NOET
1998 — 2002
Pennsylvania College of Technology
Accounting
1988 — 1993
Aims Community College, Greeley, CO
Telephony
2001 — 2002
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