1. Samuel Cochran
(860) 519-7964
samuel.a.cochran@gmail.com
754 North Street, Suffield, CT 06078
Process-focused IT service delivery manager brings structure to incident management and service
request fulfillment, improving the interaction between IT and end users. Executes comprehensive
enterprise-level solutions for mission critical applications that enable organizational growth.
Hands-on manager of process is committed to continuous improvement and its integration into all
business processes. Earns the respect of peers and senior leadership through direct and honest
communication and valuing others’ input. Provides sound guidance and simplifies complicated processes.
Communicates comfortably across the organization, articulating issues clearly and winning support on
critical issues. Eager collaborator bridges the communication gap between divisions as a diplomatic
intermediary who recognizes the varying perspectives of each party.
AREAS OF EXPERTISE:
ITIL Service Operations Service Excellence Business Process Management
Continuous Improvement Client Relationship Management Hands-on and Proactive
On-Call Experience Strong Written & Verbal Skills
PROFESSIONAL EXPERIENCE:
Travelers Insurance 2007 to Present
Senior IT Ops Specialist/Escalation Manager
• Quickly responds to all notifications of unplanned service interruptions from the customer as well
as Travelers internal teams.
• Provides primary initial incident support. Documents, categorizes and prioritizes incidents as they
occur.
• Ensures that incident routing does not meet bottlenecks and that appropriate resources have
been engaged to effectively investigate and diagnose critical incidents.
• Understands SLA requirements and works to ensure those requirements are met.
• Successfully drives conference calls with the customer, Travelers internal support teams and third
party vendors.
• Provides timely feedback to upper level management, both Travelers and the customer on all
incidents. Feedback includes but is not limited to incident descriptions, executive summaries,
detailed timelines, action plans, workarounds and resolution of incidents.
• Provides detailed Root Cause Analysis (RCA) documentation to Problem Management and
attends RCA meetings with the customer to determine the root cause of incidents, SLA infractions
and primary ownership of any resulting action.
• Ensured that all facets of call escalation, follow-up and problem resolution meet process and
company guidelines in a high traffic 24x7 call center.
• Developed internal tracking tool to track incidents and send enterprise-wide communications.
