KEVIN TAYLOR

DESIGN SIMPLY | BUILD MEASURABLY | ITERATE EFFECTIVELY

STRENGTHS CERTIFICATIONS
Proven experience designing modular, repeatable programs with simplicity and
PMP PMI
quantifiable benefits
CSM Agile
Fearless in decisively taking well-vetted action, balancing immediacy of a critical outcome
with situational awareness and thoughtful analysis ITIL V3 Foundation

Consistent pattern of successful delivery, from clarifying intent to defining priorities to

AREAS OF EXPERTISE
leading teams to fully realized execution
Program Management
Passionate about creating healthy, high performing teams and cultivating productive,
engaging work environments PPM & PMO
Obsessively data driven, measuring the tangible and intangible experiences necessary to Operational Excellence
achieve total customer success ---
Known for calm, methodical persistence in complex, dynamic, and high consequence Production Support
environments Incident Management
---
FOCUS
Metrics–OKR/KPI/SLA
Masterfully design support and incident management lifecycles that evolve by active inquisition
and applied learning with customer trust as the crucial measurement Process Engineering
---
Conviction in customer advocacy by developing and nurturing partnerships to advance product
delivery and adoption to drive retention strategies and quicker revenue recognition IT Compliance (ISACA)
IT Governance (COBIT)
Establishment of innovative project life-cycle methodologies, portfolio management best
practices, tools and controls to measure success in solution delivery ---
Customer Onboarding
Highly committed to creating seamless onboarding experiences, product adoption and white
glove support enabling customer value to be fully realized Account Management
---
Established foundation in IT audit and compliance, including development of controls and
remediations, policies/procedures development and active advocacy industry best practices Partner Integration
Managed Providers
Adroit in organizational readiness, from evaluation of impact to risk and preparation using a
formula of curiosity, receptiveness, urgency, and determination to guide the process ---
Service Enablement
PROFESSIONAL SUMMARY Process Engineering
Autodesk / San Francisco 2013 – 2019
Program Manager, Consultant SKILLS
Continued engagements that align with Autodesk’s rapid digital transformation strategy initiatives Project Management
Designed Operational Excellence programs optimizing delivery of enterprise offerings, from Agile/Scrum/Kanban
development of policies, processes, systems, to deployment, GTM and production support Roadmap Development
Developed sustainable stakeholder relationships, including customer success, sales Process Development
enablement, back-office order management, consulting and finance RACI/LCR Development
Partnered with product, engineering, offering management and customer success teams on Dashboard Development
the incremental and iterative delivery of the digital transformation roadmap OPEX/Program Playbooks
Successful on-target delivery of the following strategic projects: Resource & Budgeting
1) SOC2 Compliance - upgrade of 1500+ enterprise servers 2) Annual Global Launches Implementation
3) Services Marketplace - adoption/consultation model 4) B2B/B2C - partner integration Release Planning
Proven effectiveness in joining high visibility inflight projects and programs, quickly establishing Partner Onboarding
team cohesion and ruthlessly delivering on program expectations Speaking & Facilitation
Presentation Development
Readouts & Retrospectives
Continuous Improvement
Hitachi America / San Francisco 2012 – 2013 TECHNOLOGY DOMAIN
Senior Project Manager, Consultant SaaS
Implementation of SaaS based ITSM support model across all of Hitachi's global companies
eCommerce
Unified project management and delivery expectations across their global IT organizations, Enterprise Software
challenged due to non-uniform execution practices and insufficient levels of control
Telecommunications
Within 90 days, established global ITSM Steering Committee chartered to drive alignment and Retail
oversight on the policy and processes necessary to achieve enterprise ITSM initiative Consulting
Restoration Hardware / Corte Madera 2011 – 2012
PRODUCTIVITY
Shared Services Manager, Information Technology
Integrated multiple production support domains into a "One Call" ITIL Shared Services delivery Jira
organization supporting an internal customer base, 60+ RH retail stores and distribution centers Asana
Implementation of ITIL incident/escalation management framework, early warning system Clarity PPM (CA)
for holiday support demand, CSAT and business unit sponsorship with metric driven QBRs Salesforce.com
Within 60 days, effectively engaged business unit leaders to iterate on the Shared Services Siebel CRM (Oracle)
roadmap, proposed resource modeling and committed service level objectives and expectations Oracle OBIEE
Tableau Software
Copart / San Francisco & Reno 2006 – 2011
Smartsheet
Director, IT Support Services
Directed multi-tiered Support Services organization supporting a daily $11M ecommerce automobile ServiceNow
auction lifecycle – ITIL Service desk, production monitoring, incident management, and WEB Services PowerBI
Organization Office365 & GSuite

Global NOC – 365/24/7 production data center monitoring ensuring 99.999% availability
EDUCATION
Service Desk – production support 145 remote sites
Web Services – technical support BS, Business Management
Western Governors
Delivery Highlights
University (in-process)
Implemented Incident Management framework for critical production services & online auctions
enabling measurable MTTR, internal SLOs, root cause analysis and system refinements
Multi-phase integration of six helpdesks into an ITIL Service Desk lowering TCO, SLA/SLO adoption,
enhanced customer experience and accountability model with business units
Migrated Service Desk & Network Operations center (personnel, tools & monitoring) from
California to Nevada, with no service reduction or customer impact
Within 180 days, implemented Incident Management, resulting in a significant reduction in
service downtime, quantifiable MTTR and critical application improvements

MCI Verizon Enterprise / Napa & Sacramento 2000 – 2006

Network Services & Program Manager
Deputy Coordinator (PMO) – oversaw 5 year $24M annual managed services contract for
State of California's electrical power grid, delivery of contractual services, and SLA compliance
Network Services Manager – managed network services for CSAA, Apple, Roche and Cadence