Richard Samuel

Itsm Sr Manager @Infrastructure Ontario

Toronto, ON, CA

Led and mentored a combined ITOC and Service Desk team of 20+ professionals, delivering comprehensive ITIL training that improved first-call resolution rates by 25%.• Major Incident Process Improvement: Redesigned major incident management processes, resulting in a 40% reduction in turnaround time and a significant increase in incident resolution effectiveness.• Successfully implemented the ServiceNow ITSM platform, streamlining service delivery and boosting operational efficiency by 35%.• Problem Management Optimization: Established and monitored key problem management metrics, achieving a 20% reduction in recurring incidents over a 12-month period.• Analyzed IT service performance data to identify trends and areas for improvement, leading to improvement in service delivery metrics.• Enhanced first call resolution rate by 35% by integrating a knowledge base into BMC Remedy, supporting ITIL\'s Knowledge Management principles.• Led the organization through significant IT changes, deploying new systems and applications with minimal disruption by implementing robust change management strategies.

Liverpool John Moores University

Master's degree, Data Science

National Institute of Business Management (NIBM) Global

Master of Business Administration (MBA), IT & Project Management

University of South Wales

Master's degree, Computer Science

University of Madras

Bachelor of computer Science, Computer Science