Robin R. Kirkey is an experienced IT Service Delivery Consultant seeking a new position. She has over 30 years of experience in IT service management, with expertise in request management, process improvement, and communication. Her background includes roles at Hewlett Packard Enterprise Services and Electronic Data Systems implementing and supporting ITSM tools, managing client data, and developing best practices.

1. ROBIN R. KIRKEY
Gulfport, MS  (214) 793-2505  RobinRKirkey@gmail.com  www.linkedin.com/in/RobinRKirkey
ITO SE RVI CE DE LI VE RY CONSULT ANT
 As a dedicatedandknowledgeable professional with extensive experience in ITO Service Delivery, I
seek to bring my abilities to add value to your organization. I am a self-motivatedindividual with a
proven track record of increasing efficiency, performance, quality, and revenue continuously.
AREAS OF EXPERTISE
 Providing Service Management, overseeing highest-quality, customer-focused Service Delivery.
 Identifying and implementing Process Improvements to increase quality and efficiency.
 Handling Request Management, applying in-depth expertise with multiple systems.
 Communicating clearly and effectively with clients, colleagues, and other professionals.
 Developing and maintaining relevant policies, procedures, standards, and best practices.
PROFESSIONAL EXPERIENCE
HEWLETT PACKARD ENTERPRISE SERVICES — Texas / Remote
ITO Service Delivery Consultant III, 2013 – 2016
 Provided global application request support of CRM tool HP Service Manager (HPSM).
 Implemented and supported enterprise ITSM tools used to manage IT services for customers.
 Handled globally-leveraged Incident, Change, Problem, and Request Management support.
 Supported multiple Regional Instances of HPSM for over 1k clients and 500k users.
 Developed Standard Operating Procedures for the request management team effectively.
 Coached and developed global team members in request management handling.
 Oversaw automated Mentoring Training session for new Tier 2 Support Team members.
 Facilitated creation of request management catalog structure used by over 1k clients.
 Created Request Management improvement programs, increasing service efficiency.
 Designed automated Excel solutions for handling of Request Management team tickets.
 Actedas Subject Matter Expert for Request Management data load applications knowledgeably.
 GeneratedHP University Training Guide for user Request Management Load Data Spreadsheets.
ITO Service Delivery Consultant II (EDS, an HP Company), 2006 – 2013
 Provided effective Tier 2 Technical and Data Administration Support for ITSM toolset.
 Managed, analyzed, and loaded client data according to standards and requirements.
 Performed troubleshooting and resolution for complex request and incident issues.
ELECTRONIC DATA SYSTEMS (EDS) — Plano, TX
Infrastructure Analyst, 2003 – 2006
 Delivered Tier 2 Technical Support for HP Peregrine Service Center and Asset Center.
 Handled Data Administration for systems and acted as subject matter expert on data issues.
 Coordinated with team members to resolve complex production incidents and testing defects.
 Facilitatedsystem enhancements, releases, and client implementations, meeting timeframes.
 Processed client data add, change, and deactivation requests for steady state clients.
 Carried out Client Data Implementations within Plano, Toronto, and GM client instances.
 Revieweddata validity and application functionality for DW production client implementations.
 Conducted User Acceptance Testing client data implementations and feasibility studies.
 Identified and created continual improvement programs and processes to enhance efficiency.

2. R O B I N R . KI RK E Y Phone: (214) 793-2505  Page 2
PROFESSIONAL EXPERIENCE (CONTINUED)
ELECTRONIC DATA SYSTEMS (EDS) — Plano, TX
Infrastructure Associate, 1996 – 2003
 Executed client implementation projects according to requirements and standards.
 Utilized Vantive Help Desk and HP Peregrine Asset Center and Service Center.
 Managed, analyzed, andloadedclient data in data migration and system regression production.
 Gathered and loaded client data for test environments according to needs.
ADDITIONAL EXPERIENCE
ELECTRONIC DATA SYSTEMS (EDS) — Plano, TX
Operations Technical Analyst, 1991 – 1996
Data Entry Operator Lead, 1987 – 1991
Data Entry Operator, 1985 – 1987
TECHNICAL PROFICIENCIES
 MS Office
 MS OneNote
 Skype for Business
 HPE MyRoom
 SQL Advantage
 Service Manager
 Junos Pulse
PROFESSIONAL DEVELOPMENT AND CERTIFICATION
 Certificate ITIL Foundation V3
 ITIL - Process Suite (IPS) Overview
 ITIL – Request, Incident, Change & Problem Management Introduction
 Enterprise Service Management-Global Community College - Business Intelligence
 Enterprise Service Management-SM Archiving Operations/Technical Knowledge Transfer
 Using SQL/QMF: Basic Reporting (Mainframe)
 Relational Data Base OV: DB2/SQL (Mainframe)
 Security Awareness & Privacy and Data Protection Training
REFERENCES
Available upon request.