Stephen F. Miller

IT Service Management Incident, Problem, and Change Manager @Hewlett Packard Enterprise

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.

Bryant & Stratton College

Technical Diploma, Computer Electronics

Cape Cod Community College

General Studies