Harley Loomis

Experience

• 

  OpenText

  Dec 2011 - Jul 2015

  Technical Analyst

  As a RightFax Technical Support Analyst, I was responsible for supporting RightFax Administrators from all over of the world. This support included everything from the answering of basic questions to extensive issue troubleshooting, all while providing a high level of customer service. As an On-The-Job Trainer, I was responsible for sharing my knowledge and skills to new Technical Support Analysts. In both positions, extensive use of the ITSM systems and adherence to ITIL processes was required.

• 

  Pomeroy

  Jul 2015 - Jan 2024

  RightFax Systems Administrator - Team Lead

  I have been the IBM-Kyndryl RightFax Team Lead for the Kaiser Permanente account for the last 8.5 years, overseeing everyday operations, scheduling, and project planning/management for the team of 3-8 individuals. In addition, I have been responsible for SLA adherence, escalations, and maintaining relationships between various technical teams within the organization. Also, I have been deeply involved with interaction and cooperation between various cross-functional teams within the organization such as IT Service Management, Change Management, Incident Management, and Problem Management. I have worked extensively to develop and deliver IT process/service metrics and reporting, resulting in daily operations reporting, monthly service reporting, and ad-hoc reporting per business needs or to address any observed issues. Furthermore, I have been deeply involved in partnering with cross-functional teams and stakeholders to develop, deliver, and monitor business workflow solutions to ensure their respective success within the ITIL standards. Show less