Bruce Hekmatnia Email Address

Director, Information Technology Service Management

Cutting Edge Medicine and Advocacy Regardless of Ability to Pay

High energy IT leader with a deep knowledge of IT Service Management and passion for customer success. Twenty years leading IT Service Desk and IT Operations teams delivering the highest levels of customer satisfaction. Leveraging my IT Operations and IT Service Management experiences I build, lead and establish IT service culture through coaching, training, persuasion, driving service management practices, championing continuous process improvement, implementing policy and procedures. Designed, directed implementation and operations of ServiceNow and HP Service Anywhere cloud-based ITSM solutions (Incident, Problem, Request, Change, Knowledge, Self-Service and Service Catalog). Drive and contribute change through enabling ITSM solutions. I have a unique technical and business expertise in managing delivery of multiple large projects and resolving issues by influencing people, facilitating cooperation among teams and establishing trusting relationship across all areas of the business and service teams. I use my bilingual (C-Level and IT) skills to identify business needs and collaboratively developing and implementing technology solutions to meet the requirements. Extensive experience in facilitating and leading senior management and technical staff presentations. ITIL V2 & V3 Certified. Specialties: IT Service Management (ITSM), Service Delivery, User Experience, IT Management, Business Process Improvement, Program and Project Management, Resource Management, IT Strategy & Governance, Vendor Relations and Negotiations, Unified Communications, Service Desk