Aaron Bitterman

Experience

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  OppenheimerFunds

  Jun 1997 - Sept 1999

  Customer Service, Correspondence

  Provided customer service to shareholders via correspondence from written letter and e-mail. All communications were individually drafted and tailored to each shareholder's request. Obtained SEC series 7 license during employment here.

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  IBM

  Sept 1999 - Apr 2009

  Experienced and versatile account management professional trusted with supporting some of IBMs most critical accounts. Working with application customers and technical support as liaison for managing day-to-day operations, managing customer projects for various environments. providing customer communications on impacting events, and educating customers on process and tool use all while maintaining high customer satisfaction levels of 95% or better. Have experience managing both IBM internal customer accounts and large commercial clients. Show less

  • Service Delivery Manager: Account Management/Client Relations & Communications/Project Management

    Jan 1999 - Apr 2009

  • Systems/Problem and Change Managment Coordinator

    Sept 1999 - Jan 2005
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  IBM Global Services

  Aug 2009 - Aug 2013

  Availability Manager

  Availability Manager at IBM Global Services for commercial customer. Providing incident, change and root cause management for a large financial institution. Working directly with customers and support teams to resolve critical situations, manage change process and provide root cause analysis. Additionally providing reporting, trending and tracking issues for the account team. Acting as liaison between IBM support and customer taking a leadership role for incident and process while supporting account and management teams. Show less

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  Voya Financial

  Aug 2013 - now

  ITIL V3 Foundation Certified, ITSM Service Delivery Manager and Process Owner at Voya overseeing Internal and offshore contractor hybrid team for execution of Incident, Problem and Knowledge management processes. Thru process execution along with trending and data analysis, responsible for ensuring stability is maintained throughout the IT environment. Additionally responsible for reporting on service delivery metrics and team's continual service improvement plans. Incident Manager for Voya IT Operations performing critical situation management.

  • ITSM Operations and Process Manager

    Nov 2017 - now

  • Sr Technology Services Incident Manager

    Aug 2013 - Nov 2017