Keith Kirby

Keith Kirby

Sound technician

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location of Keith KirbyBrentwood, Tennessee, United States

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  • Timeline

  • About me

    Information Technology Service Delivery Manager at Ryman Hospitality Properties

  • Education

    • Stratford Comprehensive High School

      1981 - 1985
      Graduate Basic studies
  • Experience

    • Opryland USA

      Mar 1988 - Dec 1993
      Sound technician
    • Delek US Holdings

      Nov 1992 - Dec 2020

      • Director of Service Desk, Asset & Configuration Management, Request Management, Service Now Platform• Utilized ITSM processes for managing day to day operations of IT Service Desk team consisting of 3 managers and 17 technicians responsible for maintaining personal computer hardware and addressing issues with Microsoft Office 2010, 2016, O365 as well as other enterprise applications throughout the organization.• Led department through technology transitions including migration to Office 365, Win 7 to Win 10 upgrade, installation of menu driven self-attendant IVR, Web conferencing software and hardware.• Led IT department in implementing ITIL best practices and repeatable processes to deliver a more stable environment.• Led Implementation of Service Now platform for Incident, Problem, Request, and Change Management. • Managed forecasting for operating expenses and capital budgets for all computer hardware and software upgrades. • Managed approximately key vendor partners for additional support services and held to agreed SLA’s• Regularly reviewed incidents with team members for Quality Assurance and improvement opportunities. Show less

      • Director of IT Support Services

        Mar 2011 - Dec 2020
      • Service Desk Manager

        Sept 2006 - Mar 2011
      • Project Manager

        Aug 2004 - Sept 2006
      • Pricebook Manager

        Jul 2002 - Jul 2004
      • Field Technician

        May 2001 - Jun 2002
      • Store Manager

        Nov 1992 - May 2001
    • NTT DATA Services

      Apr 2021 - Sept 2021
      Helpdesk Manager

      • Helpdesk manager in charge of US Department of Labor IT call center • Managing a team of 39 direct reports.• Review daily, weekly, and monthly reporting on SLA’s, scheduled time adherences and customer surveys for coaching opportunities.

    • Ryman Hospitality Properties

      Sept 2021 - now
      Information Technology Service Delivery Manager
  • Licenses & Certifications

    • ITIL Foundation v3

      Loyalist
      Mar 2012
    • HDI Support Center Director (HDI)

      HDI
      Nov 2018
      View certificate certificate