Handel Gibbings
Service Desk Director/Program Manager at CDMS Inc.- Claim this Profile
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Bio
Ivanise Gomes
I worked with Handel in several ocasions, while he was leading global process improvement projects, and was impressed by his diligence and result orientation. The process changes he promoted affected many countries, and he always demonstrated a deep respect for the cultural differences of the people involved, which made the changes much easier and effective. Besides being very organized, process oriented and driven by results, Handel cares about people and the different ways they react to the process improvement initiatives -- this is precious. I highly recommend Handel to any wotk related to project management, process improvement or organizal change management!
Ivanise Gomes
I worked with Handel in several ocasions, while he was leading global process improvement projects, and was impressed by his diligence and result orientation. The process changes he promoted affected many countries, and he always demonstrated a deep respect for the cultural differences of the people involved, which made the changes much easier and effective. Besides being very organized, process oriented and driven by results, Handel cares about people and the different ways they react to the process improvement initiatives -- this is precious. I highly recommend Handel to any wotk related to project management, process improvement or organizal change management!
Ivanise Gomes
I worked with Handel in several ocasions, while he was leading global process improvement projects, and was impressed by his diligence and result orientation. The process changes he promoted affected many countries, and he always demonstrated a deep respect for the cultural differences of the people involved, which made the changes much easier and effective. Besides being very organized, process oriented and driven by results, Handel cares about people and the different ways they react to the process improvement initiatives -- this is precious. I highly recommend Handel to any wotk related to project management, process improvement or organizal change management!
Ivanise Gomes
I worked with Handel in several ocasions, while he was leading global process improvement projects, and was impressed by his diligence and result orientation. The process changes he promoted affected many countries, and he always demonstrated a deep respect for the cultural differences of the people involved, which made the changes much easier and effective. Besides being very organized, process oriented and driven by results, Handel cares about people and the different ways they react to the process improvement initiatives -- this is precious. I highly recommend Handel to any wotk related to project management, process improvement or organizal change management!
Credentials
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Change Management Specialist
Management & Strategy InstituteApr, 2023- Sep, 2024 -
Certified ScrumMaster (CSM)
Scrum AllianceNov, 2022- Sep, 2024 -
ITIL 4 - Strategist: Direct, Plan, and Improve Certification
PeopleCertMay, 2020- Sep, 2024 -
ITIL 4 - Foundation Certification
PeopleCertMar, 2020- Sep, 2024 -
ITIL Practitioner: Service Desk and Incident Management (v2)
HPNov, 2005- Sep, 2024 -
Project Management Professional (PMP)
Project Management InstituteJul, 2023- Sep, 2024 -
ITIL Service Offerings and Agreements (v3)
EXIN -
ITIL v.3 Foundation Certification
HP -
Structured Problem Solving (8D focus)
Eaton
Experience
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CDMS Inc.
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United States
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Service Desk Director/Program Manager
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May 2015 - Present
CDMS Inc. | Montreal, Quebec Service Desk Director/Program Manager May 2015 – Present Routinely aligned the Service & Delivery operation with the firm’s goals by establishing an annual strategy and roadmap using sound program management and process disciplines to achieve desired outcomes. Managed staff using a comprehensive and effective Talent Management strategy that resulted in a historic low regrettable employee attrition rate. This was accomplished using a repeatable blueprint of instilling a team-first mentality, and via the implementation of a comprehensive performance assessment program which ensured continuous personal growth wherever possible. Robust governance discipline instituted via Program Management strategy that saw successful project execution utilizing both Waterfall and Agile methods based on the initiative. Onboarding MSP Service projects were successfully managed via Waterfall techniques, while continuous improvement efforts were facilitated via Agile (Sprints) methods. Accomplishments Project: Identity and Access Management Center of Excellence program ROI: resource allocation to achieve faster client response and operating efficiencies Project: Client-requested improvement initiative to determine root cause(s) of persistent ERP failures ROI: Eliminated cause of system-generated failure alerts through 3rd party partnership Project: ITSM Tool Automation project ROI: Eliminated manual inefficient cycles and improved client communication Project: Successful client management – Multiple onboarding projects to transition IT support to MSP service Introduced firm’s first Project Management discipline to address both large and small project initiatives ROI: Profitable fee-based onboarding contract segments. Efficiently led workforce management strategies ROI: Gains in faster turnaround times on client requests, skilled resource allocation to meet specific client needs, and a higher FCR and MTTR performance rates Show less
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Eaton Corp.
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United States
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Construction
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Information Technology Specialist
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Nov 1997 - Feb 2015
Eaton Corporate | Beachwood, OH ITSM Process Owner/Service Desk Management Roles November 1997 – March 2015 Successfully spearheaded program management of multiple ITSM process centers of excellence – Change, Incident, Problem, Request, and IT Service Continuity Management (ITIL base) ITSM Achievements Implemented process integration across multiple ITSM areas which greatly increased communication/coordination among support teams Celebrated a 3-year accomplishment of zero IT Audit flags due to the promotion of sound and comprehensive process adherence practices Established a pivotal Change Advisory Board (CAB) – ROI: Successful vetting of over 200 monthly changes saw a historic low occurrence of failed changes Produced a successful implementation of an OCM project in conjunction with a larger ITSM Tool upgrade project (led a team of 60 OCM coaches) – ROI: Training of an IT Staff of over 1000 personnel Spearheaded first structured problem-solving (8D) training program across enterprise IT teams – ROI: Standardized methodology was deployed for improved service and delivery Established company’s first Major Incident Handling process – ROI: Improved communication to senior leadership and instituted cross-functional partnership to ensure minimal service interruption downtime Show less
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Education
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2003 - 2008
Cleveland State University
Bachelor of Business Administration, Cleveland State University, Management Information Systems, General
Community
