Robert Moore

Experience

• 

  WTW

  Apr 1998 - May 2024

  Implemented Problem Management processes by utilizing ITIL practices and ServiceNow capabilities. Greatly improved the environment reliability and stability, including reducing problem records from over 1,600 to about 700, for applications used on six continents. Ninety percent transitioned from on-premises operations to Azure.• Led Root Cause Analysis (RCA) sessions and activities for complex on-premises and cloud issues.• Enhanced RCA investigations using data analysis. For example, used SQL queries to study logging tables.• Periodically led efforts that solved difficult problems, where previous attempts failed.• Collaborated with cross functional teams, such as server, storage, network, cloud, developers, users, etc.• Frequently met with key stakeholders to determine, refine, prioritize, and follow up on corrective actions.• Provided backup support for the Major Incident Management team, including running P1 calls.• Prioritized problems via risk scoring, based on impact & likelihood of reoccurrence, and other factors.• Managed problem inventory, including periodically reviewing Accepted Risk records.• Developed trending reports to proactively identify issues before they became serious problems.• Provided crisp and robust communications to all levels of the organization, both verbal and written.• Reported incident & problem trends, key observations, and status updates to senior IT management.• Led a global matrixed environment that included Europe, India, the Philippines, South America, & the US.• Wrote problem procedures, trained both IT & vendors in their use, and enforced compliance.• Onboarded and trained new hires.• Implemented Problem Management for a different business unit that used Jira.• Created 200+ knowledge articles, more than anyone else on the team, used by the Help Desk and others.• ServiceNow fan and SME who used product extensively for over ten years. Show less Team Lead, developer, and analyst for Accounting, Finance, and Insurance systems, including implementing PeopleSoft Financials and Applied Epic Policy System. Previously performed similar duties for legacy in-house written systems which were replaced by the new vendor-provided ones.• Designed, developed, and supported a dozen Accounting, Finance, and Insurance systems.• Established reputation for determining solutions for difficult and complex issues.• Was subject matter expert for legacy Accounting systems. Supervised transition from them to PeopleSoft.• Managed Finance systems integration projects, including Concur Expense, Cognos Contributor, and ADP.• Implemented Epic across the 108 US & Canada offices. Hosted the system in an on-premises data center.• Designed and built interface from SurePath Tinubu to legacy policy system and Epic.• Led in yearly Epic major upgrades and quarterly hot fix installs.• Active in Change Management, including creating 200+ change requests & attending 100+ CAB meetings.• Utilized these technologies: VBA, VB.Net, C#, Epic API, Oracle DB, SQL Server DB, T-SQL, SSIS, and DCL. Show less

  • Problem Manager

    May 2017 - May 2024

  • IT Accounting, Finance, and Insurance Systems Team Lead

    Apr 1998 - Apr 2017