Paul A. Riffe
Greensboro, NC paul@riffeonline.com 336.255.6538
Information Technology
(IT) Business / Systems Analyst
Professional
Overview:
Solutions-focused
IT professional with almost 20 years of varied experience ranging from Service
Desk through Desk Side support to Service Request Management and Process
Management.
Utilize effective communication skills, out-of-the box thinking, and attention
to detail for the resolution of standard or non-standard issues. Respected
leader and collaborator; serve as “go-to” person for ideas, solutions, and
mentoring. Able to translate complex solutions into easily
understandable concepts as well as support large on-demand systems requiring
high functionality and availability.
Certifications
Microsoft Certified Systems Engineer (MCSE) ● Microsoft Certified
Systems Administrator (MCSA)
Microsoft Certified Professional + Internet (MCP+I) ● Microsoft
Office Specialist (MOS)
Certified Help Desk Professional (CHDP) ● A+ Certification ●
ITIL v3 Certification
Professional
Experience
Senior Service
Management Analyst—Service Request Management Team 2007 to
June 2017
Ralph Lauren
Corporation—Global Data Center Greensboro,
NC
Awarded leadership
advancement to oversee process improvement, systems re-engineering, and communications
across teams.
Participated in process system design meetings. Planned,
developed, and delivered program and process status reports. Documented
process and sub-process systems. Filled in as a
Service Desk representative as needed based on volume.
·
Designed,
developed, and analyzed process systems based on business functional
requirements
·
Created
and modified process systems based on user requirements
·
Played
key role in identifying and defining roles required to support the newly
designed processes
·
Assisted
in establishing process policy and performance management plans to ensure that
processes achieved their desired objectives
·
Evaluated
process cycle time and reviewed opportunities to eliminate or reduce waste in
the workflow
·
Designed
and delivered training, materials, and presentations to global IT teams on
process systems
·
Planned
and conducted quality audits on process systems; supported internal and
external audits, such as PCI and SOX; coordinated with audit teams
·
Demonstrated commitment and ingenuity in
resolving non-standard situations, diagnosed underlying causes of difficulties,
and devised solutions or workarounds to ensure the effect on operations was
minimized.
·
Regularly monitored the incidence, status, and
speed of resolution of inquiries and problems; was
pro-active in devising improvements and recommending changes to systems,
processes, or services
·
Compiled reports for Senior Management
regarding Service Now metrics, e.g. Task/Incident volume, Group loads, SLA
Compliance using Service Now and manually complied reports via Excel
·
Performed QA/QC on Tasks and incidents
completed. Identified reoccurring errors and referred to respective teams for
remediation or training
·
Coordinated with ITSM / ITIL groups for process
improvement or implementation
·
Participated in Rollout of Service Now for
Ralph Lauren Europe and Ralph Lauren Asia
·
Served as Member of the IT Procurement team;
processed requests from Service Now; placed orders through Ariba,
and maintained contact with vendors to ensure delivery and remediate problems
·
Fulfilled System Administration Tasks (AD and
AS400 user maintenance, Software install via SCCM, AD group maintenance, Folder
request management via DataVantage and AD groups,
AS400 and Active Directory User Termination)
Senior Service Desk
Generalist 2004
to 2007
Ralph Lauren
Corporation—Global Data Center Greensboro,
NC
Handled high-volume customer and user issues via telephone
calls or emails while recording incident or task details for each issue. Utilized Service Management tools to create/update
incidents/tasks.
·
Coordinated user administration processes and
password resets for all Ralph Lauren platforms Corporate and Retail Globally.
·
Assisted in the development of training
activities and documentation for operational support processes.
·
Regularly monitored the incidence status and
speed of resolution of inquiries and problems; proactively provided
improvements and recommended changes to systems, process or services.
·
Contributed articles to knowledge base tools
and functionality to support IT Customer Service team in resolving customer
related issues.
·
Dealt with customers courteously at all times,
diffusing stressful situations where conflict and unreasonable demands from
users required tact and diplomacy.
IT Team Lead 1999-2004
Falk Integrated
Technologies / iWorkSoftware Greensboro,
NC
·
Functioned as key member of PC/LAN/WAN support team;
supervised 5 technicians; 200+ users.
·
Awarded fast-track leadership advancement within first
year of tenure while also serving as Team Member PC/Support Team and Member
Help Desk Support Team.
Additional
Previous Experience
Department Manager—Band and Orchestra Department Moore
Music
Music Instructor Winston-Salem/Forsyth
County Schools
Assistant Manager Rock-Ola
Café
Instrumental Music Instructor Mercer
County Schools
Interim Instrumental Music Instructor Fayette
County Schools
Instrumental Music Instructor Raleigh
County Schools
Prior
Military Service
Sergeant
E-5, Headquarters Troop (HHT) - 1st Squadron 150th Armored Cavalry, West
Virginia Army National Guard, Bluefield, WV. Honorable
Discharge 1987. Duties: Senior Intelligence Analyst (OJT), Assistant
Squadron Intelligence Sergeant (OJT), and Teletype Team Chief - Communications
Security Custodian.
Education
& Professional Training
Bachelor of Science: Music Education (K-12), with
concentration in composition
Concord College, Athens, West Virginia
ITIL v3 Foundations
Six Sigma Yellow Belt - Continuous Improvement Practices
Managing Your Time │ Project Management
Engaging and Developing People │ Developing the Potential in
Others
Keys to Effective Communication │ Introduction to Business
Analysis
Leadership: Understanding It and Using It
Myers-Briggs Type Indicator (MBTI) – INFP