Tommy Hua
IT Operations Specialist Ii @Charlesbridge
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WORK HISTORY
IT Operations Specialist Ii @Charlesbridge
MA, US
Serve as Product Owner for the Freshservice ITSM platform, leading enterprise-wide platform strategy, workflow automation, and user experience optimization across technical and business units.• Implemented a hybrid Agile delivery model (Scrum/Kanban/Waterfall) to manage and structure ITSM initiatives and platform redesigns, improving project predictability, stakeholder alignment, and release velocity.• Partner directly with the CTO to re-architect the platform by establishing a dedicated IT workspace and launching multiple department-specific workspaces, enabling tailored SLAs, automation rules, and reporting structures aligned to operational objectives.• Design and standardize ITSM governance through comprehensive SOP development, process documentation, and technical workflow diagrams, strengthening organizational process maturity.• Own the full lifecycle of Change Management governance, leading weekly CAB meetings, overseeing approval workflows, and ensuring operational stability in alignment with ITIL best practices.• Optimize and maintain the IT Asset Management (ITAM) module, improving asset visibility, strengthening software license compliance, and reducing unmanaged assets by 35%.
EDUCATION
Boston University
Master of Science - MS, Criminal Justice, Cybercrime Investigation and Cybersecurity
University of Massachusetts Dartmouth
Bachelor of Science - BS, Management Information Systems, Technology and Management
Cathedral High School
High School Diploma
ABOUT TOMMY HUA
I am an IT Operations Specialist II with a strong foundation in enterprise consulting and in-house IT Service Management, specializing in process improvement, automation, and digital transformation. At Charlesbridge, I partner directly with the Chief Technology Officer to improve service delivery for 450+ employees, lead IT change, problem, and asset management processes, and deliver actionable KPI insights to senior leadership. I’ve leveraged AI tools to streamline documentation, reporting, and sprint activities by enhancing operational efficiency and cross-functional collaboration. I hold an ITIL v4 foundation certification, was invited as a 2025 Forbes Under 30 Summit Delegate, and currently pursuing my Master’s in Cybercrime Investigation & Cybersecurity at Boston University. My career focus is on advancing scalable and resilient IT operations while driving innovation that connects people, process, and technology.Thanks for checking me out, I’m always open to connecting and exchanging ideas!
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