Keith Kirby

Experience

• 

  Opryland USA

  Mar 1988 - Dec 1993

  Sound technician
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  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