PHONE:
305-215-7745
EMAIL:
rockyjames80@gmail.com
Accomplished IT leader with 20+ years of experience driving successful IT Service Management (ITSM) initiatives across diverse academic, research, and healthcare environments.
Extensive platform-wide experience within ServiceNow and ITIL principles. Proficient at formulating successful IT service desk strategies, developing IT Service Management (ITSM) enhancements, as well as identifying and implementing process improvements that reflect organizational missions and priorities.
RESUME
VISION STATEMENT
To empower organizations through innovative IT Service Management,
driving operational excellence, and fostering a culture of continuous improvement.
EXPERIENCE
2013 - Present
Director, IT – University of Miami
Led and managed all aspects of IT service desk operations, including planning, execution, and continuous improvement. Successfully implemented a 24/7 help desk, consolidated support tools, and developed an elite IT Service Management team. Spearheaded the implementation and optimization of ServiceNow ITSM platform, driving process improvements and enhancing operational efficiency. Matured business continuity procedures and coordinated recovery activities. Effectively led and mentored teams of 40+ help desk technicians and 10+ infrastructure engineers. Managed over 17,000 monthly calls for 40,000+ users.
2008 - 2013
Help Desk Manager – University of Miami
Managed a team of 18 help desk technicians, including nights and weekends support. Developed and managed on-call schedules, escalation policies, and disaster recovery procedures. Implemented and managed Incident, Change, Problem, Purchasing, and Asset Management processes. Analyzed call data to identify trends and recommend process improvements.
2007 - 2008
Network Specialist III – University of Miami
Installed, configured, and maintained over 500 servers, 200 applications, 10 IBM Blade Centers, 7 SANS, and 2 datacenters, including critical infrastructure (power, A/C, IP/KVM array, copper/fiber connectivity). Managed and maintained critical IT support services for over 8,000 users. Demonstrated strong technical skills in troubleshooting and resolving complex issues.
2006 - 2007
Network Engineer – Herman Electronics
Managed server room with over 16 servers including SQL, Exchange, web, FTP, and TS. Installed, configured, and maintained Cisco Routers, Checkpoint Firewall and VPN, Dell Switches and Servers, server racks, MITELL PBX equipment, Windows Server/workstations, Warehouse Management Software, and Blackberry Enterprise Server.
2005 - 2006
Network Administrator – Cima Telecomm
Configuring and maintaining NOC with over 25 servers, as well as switches, routers, and firewalls. Configuring and operating Windows Server 2000/2003, Active Directory, PIX, VPN, and Checkpoint firewall.
EDUCATION
2023
Lean Six Sigma Green Belt – Certified
2013
Bachelor of Business Administration – University of Miami
B.B.A degree in Business Administration and Management, with a Minor in Computer Information Systems, from the University of Miami's School of Business. Curriculum includes: Strategic Management, Operations Management, Business Statistics, Economic Principles, Information Security, Health Informatics, IT Project Management, and more.
2010
ITIL v3 Foundation – Certified
Third version of the Information Technology Infrastructure Library (ITIL), a globally recognized collection of best practices for managing IT. The service desk is one of four ITIL functions and is primarily associated with the Service Operation lifecycle stage. Tasks include handling incidents and requests, and providing an interface for other ITSM processes.
2002
MCSE - Windows 2000 – Certified
Premier certification for professionals who analyze the business requirements for a system architecture, design solutions, deploy, install, and configure architecture components, and troubleshoot system problems.
2002
MCSA - Windows 2000 – Certified
Skills to successfully implement, manage, and troubleshoot the ongoing needs of Microsoft Windows 2000–based operating environments, including Windows Server 2003.
2002
CompTia A+ – Certified
Computer technology fundamentals, such as PC installation, configuration, mobile devices, networking, and safety procedures and prohibited content.
QUICK FACTS
20+
YEARS OF EXPERIENCE
CUSTOMER
SERVICE
CENTRIC
85%
FIRST CALL RESOLUTION
SERVICENOW
PLATFORM-WIDE
EXPERIENCE
CHAMPION
OF CHANGE
& ADOPTION
50+
DIRECT TEAM MEMBERS
STRATEGIC
INNOVATIVE
& TECHNICAL
SUCCESSES
Notable Accomplishments
CONSOLIDATION
Consolidated multiple help desks into a single service desk. This includes integrating all numbers into a SPOC, modifying positions, cross-training staff, and developing supervisors.
Consolidated disparate remote support tools into one in an effort to enhance internal collaboration and to unify our service delivery model. Integrated Bomgar with ServiceNow for easier reporting and quality control purposes.
DEVELOPMENT
Developed dashboards to report on strategic KPI’s. Broken down into three categories: Productivity (level of effort the service desk performs), Efficiency (abandon rate, FCR), and Satisfaction (timeliness, professionalism, technical skill).
Developed a Service Management team which includes a continual service improvement initiative in an effort to implement improvements in our internal business processes.
ENHANCEMENT
Implementation of the ServiceNow IT Service Management platform for Incident, Problem, Change, and Knowledge Management modules, as well as Request Fulfillment, Service Portal, Service Catalog, and a custom built application for billing purposes.
Managed a report printing and distribution project to eliminate printing services and transitioning to online reporting. Saved operational budget costs of paper consumption, printer hardware costs, and maintenance agreement fees.
Expanded hours of operation to 24/7 for the service desk.
