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Randy Nepsund Itil Lion

Documentation Manager @ Interactive Media Technologies

Major Incident Management Lead

San Antonio, Texas Area

Ranked #732 out of 14,639 for Documentation Manager in Texas

Section title

Randy Nepsund Itil Lion's Email Addresses & Phone Numbers

Randy Nepsund Itil Lion's Work Experience

Interactive Media Technologies

Documentation Manager

1989 to 1991

Scottsdale, AZ

Capgemini America

Problem Manager

May 2015 to December 2015

Austin, Texas Area

Perspecta

Major Incident Manager Lead at Perspecta for DHA Global Service Center

San Antonio, Texas

Randy Nepsund Itil Lion's Education

Bethany Lutheran College

North Hollywood High School

Wisconsin Lutheran Seminary

Randy Nepsund Itil Lion's Professional Skills Radar Chart

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Principled
Engaging
Goal-oriented

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52% Left Brained
48% Right Brained

Randy Nepsund Itil Lion's Estimated Salary Range

About Randy Nepsund Itil Lion's Current Company

Interactive Media Technologies

Frequently Asked Questions about Randy Nepsund Itil Lion

What company does Randy Nepsund Itil Lion work for?

Randy Nepsund Itil Lion works for Interactive Media Technologies


What is Randy Nepsund Itil Lion's role at Interactive Media Technologies?

Randy Nepsund Itil Lion is Documentation Manager


What is Randy Nepsund Itil Lion's personal email address?

Randy Nepsund Itil Lion's personal email address is r****[email protected]


What is Randy Nepsund Itil Lion's business email address?

Randy Nepsund Itil Lion's business email addresses are not available


What is Randy Nepsund Itil Lion's Phone Number?

Randy Nepsund Itil Lion's phone (214) ***-*182


What industry does Randy Nepsund Itil Lion work in?

Randy Nepsund Itil Lion works in the Defense & Space industry.


About Randy Nepsund Itil Lion

📖 Summary

Documentation Manager @ Interactive Media Technologies From 1989 to 1991 (2 years) Scottsdale, AZProblem Manager @ Capgemini America Successfully managed multiple simultaneous problem investigations and consistently delivered high quality formal Root Cause Analyses to executive business and IT stakeholders at State of Texas agencies. Drove key process activities such as logging, prioritizing and diagnosing the root cause, as well as collaborating with IT SMEs to create corrective actions to drive process and software defects from the DCS environment. Coordinated IT resolvers and chaired meetings to ensure fulfillment of root cause analysis efforts, problem tasks, change requests, and general problem investigations were completed on time and met SLA deadlines. Monitored resolution SLAs, identified improvement opportunities and implemented solutions. Produced reports and led proactive and reactive reviews to common trends in incidents, events, requests, and failed changes to recommend points of improvement. Built awareness of Problem Management Process across engaged parties. From May 2015 to December 2015 (8 months) Austin, Texas AreaMajor Incident Manager Lead at Perspecta for DHA Global Service Center @ Perspecta San Antonio, TexasLead Major Incident Manager at DXC.technology DHA Global Service Center @ DXC Technology As MHS Genesis Major Incident Management (MIM) Lead, I manage and control the ITIL major incident process components including the core Outage Reporting process, documentation, training, investigation and quality control. - Align MIM process to support key service partners.- Create and manage the Continual Service Improvement Plan for the MIM Process.- Assign a Major Incident Coordinator to each major incident to ensure end to end ownership and accountability throughout.- Oversee the communications process for all major incidents ensuring comprehensive and proactive communications plans are defined at the start of each major incident, reviewed throughout and delivered against accountable for ensuring that conference calls are held where appropriate for major incidents.- Ensure a clearly defined time line is maintained throughout major incidents- Coordinate with Problem Management to open appropriate problem investigations following major incidents.- Ensure that an impact statement exists for each critical business system.- Promote and educate MHS Genesis vendor support resolution teams both internal and external of the Major Incident Management Process and tool steps related to outage reporting, AOT’s etc.- Ensure post incident reviews are conducted for significant incidents as it pertains to outage reporting. From April 2017 to May 2018 (1 year 2 months) San Antonio, Texas AreaMajor Incident Manager Lead MHS Genesis DHA Global Service Center @ Hewlett Packard Enterprise As MHS Genesis Major Incident Management (MIM) Lead, I manage and control the ITIL major incident process components including the core Outage Reporting process, documentation, training, investigation and quality control. - Align MIM process to support key service partners.- Create and manage the Continual Service Improvement Plan for the MIM Process.- Assign a Major Incident Coordinator to each major incident to ensure end to end ownership and accountability throughout.- Oversee the communications process for all major incidents ensuring comprehensive and proactive communications plans are defined at the start of each major incident, reviewed throughout and delivered against accountable for ensuring that conference calls are held where appropriate for major incidents.- Ensure a clearly defined time line is maintained throughout major incidents- Coordinate with Problem Management to open appropriate problem investigations following major incidents.- Ensure that an impact statement exists for each critical business system.- Promote and educate MHS Genesis vendor support resolution teams both internal and external of the Major Incident Management Process and tool steps related to outage reporting, AOT’s etc.- Ensure post incident reviews are conducted for significant incidents as it pertains to outage reporting. From October 2016 to March 2017 (6 months) San Antonio, Texas AreaFounder | Major Incident Problem Manager | Operations Analyst | Technical Writer @ Leaders in ITIL Foundations | Major Incident Problem Management in the San Antonio, Texas Area Attending networking events Researching Industry LeadersTracking Industry TrendsParticipating in Industry Discussions From January 2012 to April 2012 (4 months) Major Incident Manager, Availability Command Center @ USAA with Randstad Technologies (Sapphire Technologies) As one of the first Major Incident Managers at USAA, assertively and collaboratively facilitated return to service for high priority major service interruptions and critical situations using the ITIL major incident management process resulting in a greater than 50% reduction in enterprise Return To Service (RTS, MTTR) times over a 3 year period. Led cross-discipline ad hoc teams of IT SMEs in complex diagnostics of root cause. Coordinated activities by change management, business continuation, vendor technical management and problem management for return to service and problem mitigation supported by an international team of IT professionals to assure 24/7 availability and site reliability. Escalated and communicated in a timely fashion the status of major incidents and problems with IT and business stakeholders including senior business executive management. Negotiated business acceptance of workarounds and schedules for fixes. Engaged external service vendors to facilitate return to service to meet contractual SLAs. Regularly managed the agenda and hosted the daily IT major incident meeting chaired by the Assistant Vice President of Availability. Documented service interruptions and analyzed for ITIL operational metrics and SLOs. Audited major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics. Supported preparation of monthly analytic dashboard briefs for executive IT management as well as provided concise executive summaries and trend analysis. Edited, revised, and tested Intelligent Operation Procedures for format, clarity, accuracy, grammar, and conformity with newly introduced ITIL process revisions and formats. From December 2005 to December 2011 (6 years 1 month) Microsoft Office Automation Analyst – Trainer @ Educational Testing Services Analyzed processes and technical requirements for test items targeted for web and print. Trained content editors. Utilized Word VBA to automate formatting of test questions including math equations to meet changing style guidelines and exacting standards for custom large-scale K-12 tests. Tester for .NET and XML based test and item publishing system.• Boosted productivity of Key Entry document technicians by ten-fold through building a growing integrated library of VBA Word macros and technicians in their efficient use.• Designed automated report modules to invalid formats, styles and metadata, and hyperlinks to the errors.• Developed HTML editing and formatting standards for web testing. Configured HTML tools and trained non-technical editors to apply custom tags. Subject Matter Expert for MathType/MathML. From 2003 to 2005 (2 years) Statistical Programer @ Harcourt Assessment Managed statistical test report and data deliverables as principle programmer for one of the largest custom educational testing programs in the nation (Virginia Standards of Learning "VSOL"). Utilized mainframe programs, utilities and PC applications to produce timely and accurate statistical reports and data tables essential to fulfill client requirements.* Produced, in collaboration with client and internal educational statisticians, scoring analysis reports and equated scaled score tables according to stringent statistical standards.* Restructured VSOL project libraries to speed setup, verify accuracy, and prepare for future transfer of processing to client/server relational database environment and so achieved over 70% reduction in number and size of code files.* Refined QA reports' for ease of use by working closely with QA analysts to clearly define VSOL objectives and select best practices in order to complete project accuracy checks on time and within budget while reducing the number and type of QA reports by two-thirds.* Solved Desktop Publishing/MS Word related problems and issues for client/server programmers developing new enterprise wide test writing client/server application, integrating test question metadata and test question composition using Oracle relational database and MS Word. * Coordinated with and advised program managers, content specialists and QA analysts on test construction, processing requirements, and scheduling resulting in accurate, on time deliverables. From 2000 to 2003 (3 years) Technical Writer and Technical & Sales Support Representative @ Interactive Media Technologies In a multimedia research and development start-up:Designed, installed, demonstrated, trouble-shot computer controlled cross-format multimedia presentation and audio/video editing systems (using broadcast and commercial audio/video VTRs, video laser disc players/recorders, cameras, etc.) for pre- and post-sale support of IMT's hardware and desktop software. * Advocated user needs, applications and feature requests/feedback to the hardware and software development teams leading to specific saleable product capabilities.* Demonstrated products and trained sales representatives, dealers and users in integrating wide variety of traditional and computer based video and audio technologies and products. * Analyzed market, qualified accounts and exceeded sales objectives by 10%.Researched and authored the IMTX 8000 User's Manual covering installation and use of the IMTX 8000 hardware and software for diverse audio/video/graphic/software professionals in United States, Japan and Norway.* Analyzed technical specifications, documented and tested software, facilitated and resolved technical issues between hardware and software engineers, management, and accounting resulting in the timely deliver of upgrades and fixes for users.* Authored, desktop published, proofread, expanded and revised the User Manual using Quark Xpress and Adobe Illustrator on schedule and under budget.* Specified requirements and contracted graphic design of technical reference illustrations, binding and production achieving on time delivery of manual.* Communicated effectively with development partners in Japan and Norway to localize IMT products to their markets. From November 1989 to December 1991 (2 years 2 months) Scottsdale, AZAgile Scrum Security Risk Development Support Technical Writer @ USAA As part of The Millennium Group, support the agile scrum project development of risk management tools for USAA's Enterprise Security Group (Information Security, Business Continuation, Fraud and Physical Security). Elicit highly technical information from process owners, process engineers, security analysts, and developers to create audience-relevant documents and presentations (which include customer facing work staff, developers, management, executives, etc.). Generate graphical representations (graphs, charts, tables, etc.) of technical information for visual utilization. Create articles, newsletters, flyers and other educational marketing material to enable organizational change management and to promote the values and security goals of USAA. Document processes, procedures, policies, meeting minutes, newsletters, intra/internet content. Coordinate, document and communicate the implementation of the new or revised procedures. From April 2016 to October 2016 (7 months) San Antonio, Texas AreaConsultant for ITIL Major Incident Management, Operations Analysis, Technical Writer @ Independent Consultant Consult and advice best practices and proven techniques of how to:- assertively and collaboratively facilitate return to service for major service interruptions using the ITIL major incident management process to meet and exceed resolution SLAs. - lead cross-discipline ad hoc teams of IT professionals to assure 24x7 availability. - escalate and communicate in a timely fashion the status of major incidents with IT and business stakeholders including executive management. - host effective and efficient daily/weekly operations meeting- train and mentor major incident managers- document service interruptions- provide oversight of resolver compliance with applicable policies, documentation, using ITSM management tools such as Service Manager, Remedy, etc. - advocate as Major Incident Process Owner for the alignment and refinement of major incident process, policies, procedures with ITIL best practices. From January 2012 to October 2016 (4 years 10 months) San Antonio, Texas AreaLead Major Incident Manager @ Capgemini America Assertively and collaboratively facilitated return to service for major service interruptions using the ITIL major incident management process to meet and exceed resolution SLAs for the State of Texas consolidated Data Centers. Led cross-discipline ad hoc teams of IT professionals to assure 24x7 availability. Escalated and communicated in a timely fashion the status of major incidents with IT and business stakeholders including executive management. Led and hosted the DCS daily operations meeting. Served as senior MIM team lead supervising up to 12 full and part time MIMs. Trained and mentored major incident managers. Documented service interruptions and provided oversight of resolver compliance with DCS policies, documentation, and use of ITSM Remedy v7.6 and 8.1. Served as Major Incident Process Owner advocating alignment and refinement of major incident process, policies, procedures with ITIL best practices. Edited, reviewed, and revised Service Management Manual for format, clarity, accuracy, grammar, and conformity with DIR ITIL policies, processes, and formats. From April 2012 to April 2015 (3 years 1 month) Austin, Texas Area


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In a nutshell

Randy Nepsund Itil Lion's Personality Type

Extraversion (E), Sensing (S), Feeling (F), Judging (J)

Average Tenure

2 year(s), 2 month(s)

Randy Nepsund Itil Lion's Willingness to Change Jobs

Unlikely

Likely

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