Kyle Morse
Senior IT Service Manager at CMA- Claim this Profile
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Topline Score
Bio
Credentials
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ITIL 4 Specialist Create, Deliver and Support
AXELOS Global Best PracticeMar, 2022- Nov, 2024 -
ITIL 4 Foundation Level
AXELOS Global Best PracticeMar, 2021- Nov, 2024 -
Salesforce Certified Administrator (SCA)
SalesforceOct, 2019- Nov, 2024 -
ITIL Foundation Level
AXELOS Global Best PracticeSep, 2017- Nov, 2024 -
BMC Certified Professional: BMC Remedyforce
BMC SoftwareJul, 2018- Nov, 2024 -
BMC Certified Associate: Discovery 11.x
BMC SoftwareNov, 2018- Nov, 2024
Experience
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CMA
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United States
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Information Technology & Services
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200 - 300 Employee
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Senior IT Service Manager
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Apr 2019 - Present
• Evaluate and improve on Incident, Problem, Change, Release, Availability, Capacity, and Request Management Processes. • Responsible for the design and implementation of new projects in CMA's ITSM system. • Responsible for the administration, configuration, and upkeep of CMA's Asset Discovery system. • Responsible for overseeing the administration, configuration, and upkeep of CMA's Asset Discovery system. • Developed and implemented CMA's Critical Incident Management Process… Show more • Evaluate and improve on Incident, Problem, Change, Release, Availability, Capacity, and Request Management Processes. • Responsible for the design and implementation of new projects in CMA's ITSM system. • Responsible for the administration, configuration, and upkeep of CMA's Asset Discovery system. • Responsible for overseeing the administration, configuration, and upkeep of CMA's Asset Discovery system. • Developed and implemented CMA's Critical Incident Management Process. • Manage, coordinate, and facilitate resolution efforts in response to a Critical Incident. • Participate in continual ITSM Process and Policy review. • Schedule and manage vendor maintenance contracts and visits for the IT Facilities. • Successfully organized and updated all vendor maintenance contracts related to the IT Facilities. • Responsible for the administration and configuration of IT Facilities monitoring tools. • Responsible for the coordination, escalation, and resolution of IT Facilities issues.
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IT Service Manager
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Jul 2018 - Apr 2019
• Retained responsibilities of the IT Service Management Associate position. • Successfully automated corporate onboarding, offboarding, and transfer activities as they relate to the ITSM process. • Successfully automated several Infrastructure, Security, and Project related activities as they relate to the ITSM process. • Successfully migrated and integrated a multi-state contract including conversion from a Legacy ITSM system to CMA's current ITSM system. • Successfully managed… Show more • Retained responsibilities of the IT Service Management Associate position. • Successfully automated corporate onboarding, offboarding, and transfer activities as they relate to the ITSM process. • Successfully automated several Infrastructure, Security, and Project related activities as they relate to the ITSM process. • Successfully migrated and integrated a multi-state contract including conversion from a Legacy ITSM system to CMA's current ITSM system. • Successfully managed the implementation and configuration of CMA's Asset Discovery system. • Successfully transitioned CMA from Salesforce Classic to Salesforce Lightning Experience. • Responsible for configuration and customization of the Asset Discovery system. • Responsible for testing and validating new Asset Discovery system functionality, changes, and release upgrades. • Assisted in the design and implementation of a Configuration Management Process. • Assist senior management in defining, documenting, and developing mature Service Operations processes utilizing the ITIL (Information Technology Infrastructure Library) framework.
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IT Service Management Associate
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Mar 2017 - Jul 2018
• Responsible for the management and tracking of Service Level Agreement and Operational Level Agreement compliance. • Analyze data trends within the ITSM systems for record correctness and continuous improvement opportunities. • Responsible for developing the ITSM functional metrics and key performance indicators for reporting within the disciplines of Incident, Problem, Change, Release, Availability, Capacity, and Request Management. • Responsible for gathering and documenting… Show more • Responsible for the management and tracking of Service Level Agreement and Operational Level Agreement compliance. • Analyze data trends within the ITSM systems for record correctness and continuous improvement opportunities. • Responsible for developing the ITSM functional metrics and key performance indicators for reporting within the disciplines of Incident, Problem, Change, Release, Availability, Capacity, and Request Management. • Responsible for gathering and documenting requirements for the creation and deployment of Service Requests. • Performed ITSM modifications and administration. • Tested and validated new ITSM system functionality, changes and release upgrades.
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Customer Care Center Level 1
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Nov 2015 - Mar 2017
• Monitor shared inboxes to ensure that users receive a prompt response. • Ensured usage of proper encryption when sending and receiving protected health information (PHI) in accordance with HIPAA. • Assisted users with application usage, account unlocks, password resets, and basic VPN configuration. • Performed troubleshooting on browser compatibility issues, system errors, and additional user errors. • Ran and presented weekly progress reports to NYSDOH. • Trained new employees… Show more • Monitor shared inboxes to ensure that users receive a prompt response. • Ensured usage of proper encryption when sending and receiving protected health information (PHI) in accordance with HIPAA. • Assisted users with application usage, account unlocks, password resets, and basic VPN configuration. • Performed troubleshooting on browser compatibility issues, system errors, and additional user errors. • Ran and presented weekly progress reports to NYSDOH. • Trained new employees in ticket triaging protocol, telephone support and utilization of necessary systems and applications.
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Commercial Investigations LLC
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United States
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Security and Investigations
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1 - 100 Employee
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Research Investigator
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Mar 2014 - Nov 2015
• Performed numerous data entry and clerical tasks. • Maintained confidentiality and compliance along FCRA guidelines and regulation. • Accurately verified education and employment history daily. • Collected personal and professional references. • Utilized database management tools to obtain criminal history information. • Assisted clients by responding to daily inquiries via email and telephone. • Trained new employees in criminal investigatory procedures and practices in… Show more • Performed numerous data entry and clerical tasks. • Maintained confidentiality and compliance along FCRA guidelines and regulation. • Accurately verified education and employment history daily. • Collected personal and professional references. • Utilized database management tools to obtain criminal history information. • Assisted clients by responding to daily inquiries via email and telephone. • Trained new employees in criminal investigatory procedures and practices in compliance with company guidelines. Show less • Performed numerous data entry and clerical tasks. • Maintained confidentiality and compliance along FCRA guidelines and regulation. • Accurately verified education and employment history daily. • Collected personal and professional references. • Utilized database management tools to obtain criminal history information. • Assisted clients by responding to daily inquiries via email and telephone. • Trained new employees in criminal investigatory procedures and practices in… Show more • Performed numerous data entry and clerical tasks. • Maintained confidentiality and compliance along FCRA guidelines and regulation. • Accurately verified education and employment history daily. • Collected personal and professional references. • Utilized database management tools to obtain criminal history information. • Assisted clients by responding to daily inquiries via email and telephone. • Trained new employees in criminal investigatory procedures and practices in compliance with company guidelines. Show less
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Education
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2009 - 2013
University at Albany, SUNY
Bachelor of Arts - BA, Sociology
Community
