Ryan Dean

I am a dynamic, results-driven IT leader with extensive experience implementing ITIL-aligned processes, leading cross-functional teams, and driving operational excellence. With a proven track record of managing enterprise applications, streamlining workflows, and executing large-scale technology initiatives, I excel at aligning IT services with key business objectives. Throughout my career, I have been recognized for spearheading innovative solutions, reducing costs, and improving service delivery.

Notable achievements include a 30% reduction in service desk ticket volumes and a $1M budget reduction through tool consolidation and process efficiencies. I bring expertise in incident, problem, and change management and compliance initiatives such as HIPAA and SOC 2. Additionally, I am skilled at building high-performing teams, mentoring talent, and fostering a culture of accountability and continuous improvement.

I am passionate about optimizing IT operations to enhance efficiency, empower employees, and deliver measurable business impact.

Sr. Manager IT Service Desk & Enterprise Applications 

Forward-thinking, results-driven IT leader with demonstrated success in implementing ITIL processes, delivering large-scale implementations, and identifying critical opportunities for automation and streamlining workflows. Highly skilled in aligning IT services with business objectives, reducing operational costs, and driving continuous process improvements. Leverages experience in incident, problem, and change management to standardize and enhance IT processes and deliver impactful solutions.

Well-regarded for leadership and mentoring strengths, underscored by a history of leading cross-functional teams and seamlessly managing technical support operations. Remains committed to empowering teams, optimizing performance, bolstering company culture, and supporting organizational goals through innovation and strategic leadership.

CORE COMPETENCIES

• ITIL Best Practices
• Change Management
• Incident Management
• Contract Negotiations
• Vendor Management
• Strategic Planning
• Problem Management
• Data Reporting 
• Data Analytics
• Mentoring
• Coaching
• Continuous Improvement
• Stakeholder Engagement
• Cost Saving Initiatives
• Customer Onboarding
• Implementation Planning
• Product Training
• Project Management
• SaaS
• Technical Product Training
• Travel Management
• Usage Metrics
• Workflow Mapping

Sr. Manager IT Service Desk & Enterprise Applications – Shutterfly, LLC | 2016 – 2024

Led a high-performing team of 22 support agents across multiple time zones, including Level 1 and 2 Service Desk Agents (onshore and offshore) and specialized teams such as ServiceNow Administration, Atlassian Administration, and Enterprise Applications. Drove several key initiatives throughout this 8-year tenure, notably within the company’s business-to-business unit, including module rollouts, asset management systems, and supporting a large contract with United Health Care, to enhance equipment tracking and operational efficiency while consistently delivering on time and within budget.

• Championed the implementation of ITIL-aligned processes within ServiceNow, which improved employee satisfaction, expedited HR inquiries, and reduced service desk ticket volume by 30%. 
• Designed and implemented a centralized incident, change, and problem management system using ServiceNow, a project initiated from inception; spearheaded the development and deployment of this solution, which automated workflows, reduced ticket resolution time, and decreased monthly ticket volume by 15%. 
• Received the Top Shot Award for outstanding performance and contributions in Q2 2021.
• Established a centralized service desk for Shutterfly Business Solutions, a separate entity from the consumer division—created a dedicated team to manage IT incidents and support needs, ensuring alignment with corporate standards.
• Improved service delivery and employee development through 1:1s, performance reviews, coaching, and training.
• Enhanced team performance and fostered an innovative environment by mentoring and developing IT staff.
• Led the successful migration of Jira to the cloud, employing ITIL best practices to ensure seamless integration and scalability; this migration enhanced system performance, reduced operational costs, and facilitated the support of additional users and teams, strengthening the organization’s service management.
• Ensured HIPAA compliance across all IT infrastructure and operations, including data security, access control, and breach reporting protocols, safeguarding sensitive patient health information.
• Collaborated in ongoing SOC 2 audit, assisting with the collection and organization of evidence for security, availability, processing integrity, confidentiality, and privacy controls
• Leveraged communication skills to negotiate vendor contracts and manage vendor relationships, resulting in optimized service delivery and alignment with organizational goals.
• Partnered with managed services teams to ensure seamless operations and SLA achievement.
• Reduced the budget by nearly $1M by consolidating tools\platforms, licensing efficiencies, and eliminating shelfware.
• Implemented a QR code-based system for employee returns, enabling seamless drop-offs and automating the asset recovery process; achieved a 30% increase in return rates and streamlined operations, resulting in over $45K in cost recovery in the first year.

Took ownership of coordinating incident responses for 24/7 NOC, ensuring high service availability through ITIL-based incident management principles—monitoring the health of the infrastructure issues by gathering necessary teams to swiftly address and resolve problems, deliver root cause analyses and reports to customers, and mitigate impact to ensure transparency and trust.

• Led a team of 4 Incident Leads, applying ITIL methodologies to manage issue escalations and drive timely resolution.
• Leveraged extensive ITIL experience to train staff on Incident Management best practices and improve team efficiency.
• Matured and implemented a formal ITIL-aligned change management process, notably reducing incident resolution time and improving SLA tracking, reporting, and communication of key metrics. 
• Resolved significant incidents by identifying root causes, implementing fixes, and managing clear communication with customers and employees to ensure minimal disruption.
• Conducted postmortems and documented findings in alignment with ITIL’s continual service improvement framework, identifying opportunities for process improvements to prevent future issues.
• Participated in Change Advisory Board (CAB) meetings, providing insight on major changes to facilitate smooth implementation.
• Coordinated live event bridges during major customer releases, ensuring effective communication and issue resolution.

Created and implemented an end-to-end, ITIL-aligned change management process, transitioning from paper to electronic records—resulting in streamlined workflows, improved efficiency, and accurate, safe handling of live patient data, ensuring HIPAA compliance and mitigating risks that could potentially harm patients. Employed strong leadership and effective communication to ensure all tech and healthcare staff followed the structured approval processes.

• Implemented and managed the process for 160+ employees and handled 2,000 changes monthly from review to implementation, notably increasing Change Management maturity from 0.5 to 2.5 in a COBIT audit.
• Developed a seamless procedure for monthly system shutdowns and updates, coordinating overnight “war room” sessions to ensure minimal disruption and successful transitions while adhering to ITIL change management principles.
• Prioritized, tracked, and reported on changes each week while proactively updating process materials and creating communication plans to keep stakeholders abreast of changes.
• Established and led the CAB for Electronic Medical Records and IT Infrastructure teams, mentoring staff on best practices and change management principles. 

IT Change Manager – Go Daddy 

Managed 700-900 change records per week for GoDaddy.com, led daily CAB meetings, and ensured the timely and compliant execution of technical changes. Reduced customer downtime and boosted the change process success rate from 86% to 99.7% by implementing and formalizing the change management process. Consistently maintained data integrity in the change management database, presenting weekly reports to executive leadership.

NOC Command & Control Incident Manager – Go Daddy 

Ensured continual website availability for GoDaddy.com through proactive incident and fault management. Entrusted to train and support NOC Analysts and manage redundant systems to ensure uptime and minimize disruptions.

IT Command Center Supervisor – MGM Resorts 

Led a team of 15 Technical System Analysts in the Command & Control Center, ensuring 24/7 network and application availability for 15 casino and resort properties. Applied ITIL and Six Sigma service models and supported 250 applications, resolving network issues and technical incidents to minimize downtime.

CERTIFICATIONS

ITIL Release, Control, & Validation Capability – Intermediate, Csme.Us

ITIL V3 Foundations, EXIN

TECHNOLOGY & SOFTWARE

ServiceNow, Jira, MS O365, Copilot, Excel, Active Directory, Visio, Jamf, SCCM, Intune, Slack

ITIL v3 and ITIL Release, Control and Validation.