Connel Valentine

Senior Manager, Reporting & Analytics

I’ve been in the IT Service Management industry for over a decade and if I’m not helping a fellow colleague solve a problem, you’ll find me digging through Service Now for data patterns.​

With me, it’s all about change.

Bringing about change with calculated risks, backed with a data driven approach, keeps my job exciting and my team motivated.

Through continuous service improvement, I was able to reduce operational costs by $468K annually, while providing more value to senior leadership with automation.

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Senior Manager, Reporting & Analytics

2015 – Present

Cross-Functional Collaboration

Gathered business requirements from various teams by meeting with the team manager, understanding objectives, actively listening to their needs and pain points, and promising solutions and insights that helped both their teams and senior leadership. This collaboration provided confidence and buy-in from any solutions created with minimal scope creep.

Analytics

Designed and implemented daily/weekly and monthly scorecards and self-serve dashboards that allows support team managers, directors and VPs operational insights into their assets and services. Dashboards are automated, self-serve and real-time. This reduced operational spend on manual activity by 50%, reducing IT major incidents and customer impact by 50-80% in 2019.

Communication

With requirements gathered from various teams, I coordinated with our vendor and reporting team to design datasets and visual proof of concept dashboards, managing and forecasting capex and opex spend for project development work, and ensuring designs are built to specifications. Clear and open communications and a close watch of project progress allowed us to deliver to our customer’s needs.

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International SOS
IT Manager, IT Operations

2007 – 2015

Documentation

Maintained an inventory of company assets and managed the intake process of new staff members. Reported key areas of high operational costs in vendor asset management and telecom costs. Engaged in a self-initiated project to reduce opex costs by 30% by changing telecom providers, marketing best practices on reducing opex costs.

Reporting

Designed a monitoring strategy to record and report on data capacity and storage usage, anti-virus reports, server health monitoring. This info was gathered in dashboards and reported to senior management to comply with audit standards, where we scored >95% consistently for our best practices in infrastructure monitoring.

Coaching

Trained and managed a team of IT specialists, showing them how to be organized, customer-focused and quick to react in crisis situations. Feedback received from senior management for their services were always positive, and their career development strategies I developed kept them motivated.

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Skills

Leadership

Commit to one-on-ones.
Actively listen to concerns and challenges.
Delegate to team member’s strengths.

Communication

Talk straight and make asks crystal clear.
Emails and presentations are to the point.
Listen without interrupting.

Eye For Design

Presentations have graphics, not text.
Dashboards are clear and attractive.

Coaching

My team takes accountability.
We take action towards their career development goals.

Analytics

Connect disparate numbers to reach a goal.
Find trends and highlight the top causes.

Problem Solving

Come to meetings prepared with solutions.
Present strong business cases with ROI.
Believe nothing is impossible until someone says “No”.

Education

Bachelors in Computer Science

Champlain College

ITIL Certified

Operations | CSI

PMP Certified

Connel

“The biggest benefit I bring to your organization is reducing operational costs by driving automation and collaborating with internal and cross functional teams”

connelvalentine@gmail.com