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Rick Tyler
ITSM Consultant

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ITSM+ Process Mapping+ Coding+ ITIL+ CRM+

Information Technology professional with extensive experience managing IT projects and operations by containing expenses, reducing support costs, increasing staff retention and improving customer satisfaction. Strong record leading departments, system implementation projects, customer engagement and IT Service Management.

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About Me

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Rick Tyler

ITSM - Process Mapping - Coding - ITIL - CRM - Cloud Implementations

Information Technology consultant with extensive experience managing IT projects and operations by containing expenses, reducing support costs, increasing staff retention and improving customer satisfaction. Strong record leading departments, system implementation projects, customer engagement and IT Service Management

  • Email: ricketyler@gmail.com
  • Location: St. Louis, Missouri.
  • Website: http://www.ricketyler.com

Where I Shine

Process Improvement
Leading Development
Building Dynamic Teams

Areas of Focus

Existing Skills

100%
75%
100%
50%

Knowledge

  • IT Service Management
  • ServiceNow
  • Customer Relationship Management
  • IT Strategy and Design
  • IT Operations
  • Incident Management
  • Problem Management
  • Change Management
  • Service Catalog Management
  • Knowledge Management
  • Business Analysis
  • Project Management
  • Account & Vendor Management
  • IT Systems Training Development

Technical Training Underway

20+ Years IT Management Experience

2014 - Present ITSM
Leading ITSM Programs

Sr. Director responsible for ServiceNow and shared leadership of IT Service Governance and ITIL process improvement. Experience establishing enterprise-class ServiceNow teams, business process mapping, ITSM programs and recruiting, hiring & training developers, BAs and admins to ensure to ensure high quality service delivery via fulltime staff and managed service providers.

2008 - 2014 IT Management
Directing Diverse IT Teams

Responsible for five departments: call center, desktop, identity & access management, infrastructure and media services. Included strategy development for services and governance models. Also included management of $1.3M in volume licensing and direction of mobile application development team. Managed a combined budget of $6.2M and 52 staff.

1999 - 2008 General Administration
Managing Projects

Project Manager for $620,000 Student Commons Renovation. Developed a new café style lounge, complete with integrated media wall, wireless access ports and servery. Designed and implemented a series of department systems to streamline data entry and reporting capabilities. Applications included a Grant Tracking System, Financial Aid Award System and the Internship Management System. Established senior leadership team. Required working with HR and leadership to ensure a smooth transition, while reorganizing all key business departments.

Education and Certifications

USAF

Programmer Certification

1992
Webster University

Master of Information Management

1996
ISACA

Information Systems Auditor Exam

2007
Axelos

ITIL v3 Foundation Certified

2013

Hobbies & Interest

Family
Coding
Analytics
Soccer
Philosophy

Get In Touch With Me

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