Leonard Long

Background

About Leonard Long

Accomplished, motivated professional with more than 28 years of experience in the information technology industry with a focus in the core functions of IT Service Management (ITIL v3 & v4 Certified) for an organization with a global customer base. Recognized for unmatched leadership skills, integrity, dedication, consistency, creativity, and the ability to foster cooperation in a diverse business environment.Led strategic planning & implementation of the CIO ITIL Foundations & Certification program. Program increased the number of ITIL Foundations certified employees by 25% in Q1 2021.Reconstituted the Continual Service Improvement Program with revised SOP to better align with ITIL v4. Implemented Continual Improvement initiative that improved Service Delivery KPI by 10%(across 386 support teams) within 11 monthsManaged Service Onboarding, which guides newly acquired organizations or internal legacy organization business units and teams, through the adoption of a common service management tool (ServiceNow) and agreed upon underlying processes.Provided initial training to IT Support staff during the switch to the Service-Now (Service Management Suite). Continually assists Service Owners, Support Group managers, team members and with Dashboard and report configurationDuring major service outages, served as a member of the TIGER Team which coordinated restoration efforts and providing progress reports to the business. Following service, identify root cause, and ensure remediation action items were completed in a timely fashionDesigned, authored and implemented Change management process resulting in 303% decrease in undocumented CI changesDefined, authored and implemented Incident & Request management processes (trained staff of 500+ IT analysts), that underpinned the LANDESK Service Desk management tool which supported global customers.