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Joe Lopez

Troy, Michigan
I have over six years experience with Incident & Problem Management within a major financial institution and am currently seeking a new opportunity in IT Service Management in the Greater Detroit area.

- Created a Problem Management team and reduced the time to determine root cause from weeks to days while consistently meeting Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics while compiling and reporting that data to all levels of senior leadership.
- ServiceNow Problem Module process owner for 5 years and am proficient using Incident, Change, CMDB & Reporting modules.
- 20+ years experience with EDS and Ally Financial creating internal runbooks/process and procedures which constantly met internal security and audit requirements while striving to streamline workflows and make things more efficient.