Stephen F. Miller
Team Lead, IT Service Management for Perspecta
- Role
- IT Service Management Incident, Problem, and Change Manager at Hewlett Packard Enterprise
- Location
- Boise, ID, US
- LinkedIn followers
- 500 followers
About Stephen F. Miller
Leader with significant experience providing client support, technology solutions…
Experience
IT Service Management Incident, Problem, and Change Manager
Mar 2016 — Present · Boise, ID, US
Responsible for leading and recruiting experienced resources to support our IT Service Management team. Lead the HPe support of the tool conversion from HP Service Manager to ServiceNow, coordinated training of support resources and represented HPe as a member of the customer project team to deploy the ServiceNow application. I lead a team of highly qualified Incident, Problem, Change Management, and Configuration Management experts in ITSM process. I lead the Problem management \"root cause analysis (RCA)\" process, and I created and delivered reporting and analysis results in the new ServiceNow IT Service Management tool. I engaged on the first stage of enterprise escalation for major incidents to ensure resolution within agreed upon service levels (SLA) with the objective being to drive end user satisfaction through the delivery of quality and timely service, maximize business availability through effective problem management (to include root cause analysis), and update the environment through a robust change management process which is efficient and successful.
Education
Bryant & Stratton College
Technical Diploma, Computer Electronics
1969 — 1971
Cape Cod Community College
General Studies
1967 — 1968
Skills
- Customs Regulations
- Retail
- Relationship Management
- Troubleshooting
- Software Documentation
- Profit
- P&L Management
- Team Building
- Management
- Enterprise Software
- Business Process Improvement
- Information Technology
- Forecasting
- Technical Support
- Business Analysis
- Budgets
- Income Statement
- Supply Chain Management
- IT Operations
- IT Management
- Merchandising
- Six Sigma
- Vendor Management
- Employee Relations
- IT Service Management
- Change Management
- Purchasing
- Process Improvement
- Customer Experience
- Business Operations
- Team Leadership
- System Deployment
- Itil
- Customer Service
- Project Planning
- Supply Chain
- Customer Satisfaction
- Labor Management
- Negotiation
- Inventory Management
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