Open to opportunities

Jeffrey Rose

@jeffreyrose

IT professional specializing in incident/change management and technical support with leadership and project delivery strengths.

United States

Message

What I'm looking for

I seek a technical leadership role focusing on incident/change management, cross-team collaboration, and process improvement within a growth-oriented IT operations team.

I am an IT professional with extensive experience in incident, problem, and change management, combined with hands-on technical support and systems administration. I lead cross-functional teams to resolve critical incidents quickly and create processes that reduce repeat outages.

At my current role I review and coordinate changes across teams, host stakeholder meetings, and manage war rooms during major incidents to minimize business impact. I have a strong track record in ServiceNow CMDB cleanup, root-cause analysis, and vendor collaboration to implement long-term mitigations.

Earlier roles include hands-on client support, VoIP and Exchange administration, machine operation, and management of sales, inventory, and technical support functions—demonstrating my ability to bridge technical and business needs while delivering projects on time.

Experience

Work history, roles, and key accomplishments

Current

IT Enterprise Process Analyst

Current

ABC Supply

Jan 2022 - Present (3 years 8 months)

Reviewed and coordinated cross-team change, problem, and major incident management processes, hosted stakeholder meetings, and improved ServiceNow CMDB hygiene to reduce deployment conflicts and accelerate incident resolution.

Change Management Problem Management Incident Management ServiceNow Root Cause Analysis War Room Coordination

Service Desk Technician

ABC Supply

Oct 2021 - Jan 2022 (3 months)

Diagnosed end-user issues and collaborated with the support team to improve resolution speed and reliability for business users.

User Support Troubleshooting Ticketing Systems Escalation Management Windows OS Active Directory

Machine Operator

Pratt Industries

Mar 2021 - Oct 2021 (7 months)

Configured and operated production machinery, optimizing setups to achieve quick turnarounds between jobs and maintain production targets.

Machine Setup Team Collaboration Quality Control

Client Support Specialist

Dimax Office Solutions

Sep 2019 - May 2020 (8 months)

Provided on-site customer service, performed network assessments, configured VoIP systems, and managed Exchange servers for multiple clients to ensure reliable operations.

VoIP Troubleshooting

Manager

Telev ere Systems, Llc

Dec 2009 - Sep 2019 (9 years 9 months)

Oversaw sales, inventory, technical support, and shipping teams; managed remote developers and spearheaded projects to scale revenue and product functionality.

Team Leadership Project Management Customer Relations Technical Support Vendor Management Remote Team Management