Sherry Ryder

About Sherry Ryder

As an IT Director and strategic problem solver, I’m driven by a passion for building…

Experience

1. Director, Problem Management & Infrastructure Risk

   Optum

   Jan 2021 — Present · Nashville, TN, US

   As Director of Problem Management & Infrastructure Risk at Optum, I lead efforts to develop and enhance enterprise-wide processes aimed at minimizing incident recurrence and ensuring operational stability. With over four years in this role, my focus has been on implementing ITIL-aligned best practices, conducting Root Cause Analysis, and driving continuous improvement initiatives that align with organizational objectives. Leveraging a strategic approach to enterprise risk management and IT service delivery, I collaborate with cross-functional teams and senior leadership to monitor key metrics, reduce critical incidents, and enhance operational effectiveness. My professional ethos centers on fostering collaboration, improving service reliability, and building resilient systems to support organizational success.* Develop and implement Problem Management processes and best practices to minimize incident recurrence.* Lead Problem Management Team to conduct Root Cause Analysis and collaborate with cross-functional teams to develop long-term solutions.* Developed processes to significantly reduce repeatable P1 + P2 incidents by 70%.* Monitor and report on Problem Management metrics to Senior Leadership.* Drive continuous improvement initiatives to enhance Problem Management effectiveness within the Enterprise.* Lead the development and implementation of Risk Management strategies to protect organizational assets and ensure business continuity.* Collaborate with Senior Leadership to integrate risk Management into strategic planning.* Conducted comprehensive risk assessments and assist responsible Teams develop mitigation plans.* Monitored and reported on risk management activities and progress to Senior Management.* Coordinated with various departments to ensure effective risk management practices.* Developed and maintained risk management documentation and reports.

Education

• Service Delivery University

  Licensed Certified Customer Service Facilitator, Customer Service Facilitator

• 🎓 Salter College

  Associate's degree, Network and System Administration

• Western Governors University

  B.S., Information Technology Management

Skills

• Process Improvement
• Management
• Networking
• Windows
• Disaster Recovery
• Security
• Outlook
• Data Center
• Windows 7
• Ehr
• Healthcare Information Technology
• System Administration
• Active Directory
• Windows Server
• Healthcare
• Hardware
• Business Planning
• Team Leadership
• Time Management
• Quality Assurance
• Troubleshooting
• Computer Hardware
• Service Desk
• Servers
• Leadership
• Software Implementation
• Vendor Management
• Microsoft Exchange
• Hipaa
• Software Installation
• Training
• Customer Satisfaction
• Visio
• Team Management
• Budgets
• Data Analysis
• Emr
• Interviews
• Project Planning
• Customer Service