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Gerry Yates

IT Leader in IT Service Management (ITSM)


A humble and adaptable leader with advanced IT experience and business acumen with the right balance of initiative, tenacity and tact. Extensive experience in Service Management, and a champion of IT Operational Excellence committed to maturing Services that add measurable value and aligns to the business and customer quality expectations.  Seeking to leverage these strengths in a senior-level enterprise IT position from strategy through execution and continual improvement.


*   Enjoy leading and working as a team with the ability to influence others to gain motivation and cooperation with sensitivity.  

*   Thrive and find satisfaction in mentoring, coaching and observing staff flourish and mature their skills and careers.

*   Recognized as an achievement oriented individual who works well under pressure and is motivated by a challenge.

*   Demonstrate adaptable communication skills, and develop healthy rapport with peers, superiors and subordinates. 

*   Acknowledged for a high level of integrity that is characterized by a trustable image.

*   Strengths are in process improvement and being able to analyze, develop and improve processes and increase efficiency.

*   Driven by quality and performance based measures as an instrument to guide actions towards realistic improvements.

*   Seasoned from the technical & business trenches, with excellent analytical and creative problem solving capabilities.

*   A creative problem solver, who is at home in collaborative environments with an emphasis on a pragmatic approach.

*   Dedicated advocate of many Quality Frameworks and active member of itSMF USA and PNW Local Interest Group.

*   Proven leader of highly visible initiatives across multiple domains and disciplines. 

*   A naturally discerning aptitude to assess multifaceted information resulting in good judgment and decisions.

*   An inclusive approach that naturally brings people together to a unified vision, strategy and improvement tactics.


* BMC Remedy ITSM Suite * CA Unicenter ITAM/ITSM Suite * MS Office * MS SharePoint * MS Project * MS VISIO * Multiple Scripting languages * SQL Database experience * Data Taxonomy & Normalization * Data Transformation (ETL) * Report writing, MS Access, Crystal
Governance & Methodologies
* IT Services Management (ITIL) * Lean Kaizen Everyday * Statistical Process Control (SPC) * ISO 9001, policies & procedures * Architecture methodologies (TOGAF) * Total Quality Management (TQM) * COBIT Controls experience * Analytics, CSF & KPI reporting * Maturity assessments using CMMi * Business process workflow design * Policies, Standards & Procedures * Business Continuity Planning
Interpersonal & Business
* Managing & coaching staff * Leadership & mentoring aptitude * Team dynamics & team building * Project  Management * Vendor Management (Contracts/SOW) * Strategic planning & alignment * Service and Quality orientated * Tech writing & documentation * Speaking & written communications * Training & Development * Customer focused

Work experience

Jan 2004Present


*   ITSM Program & Team Development:  Rallied and matured a detached ITSM team and program into a very mature and proven team of strong performing capabilities of People, Process and Technology operating in harmony.

*   ITSM Strategy & Roadmap:  Initiated, led and coordinated cross-domain participation, to successfully develop and socialize a long and short-term continual improvement plan aligned to organization strategies and objectives.

*   Continual Service Improvement Framework:  Inspired and directed the development of a CSI framework to register all improvement ideas to scope, size and prioritize into formal plans. Brought visibility of the program value enabling support.

*   ITSM Awareness & Training:  Accountable for ITIL skills and learning program.  Guided internal/external resources to bring foundational ITIL language to IT teams, leadership, and advance training for Process Managers and Practitioners.

*   Core ITSM Processes Owner:  Accountable for Change, Problem, Knowledge, SACM and CSI processes.  Guiding Process Managers ensuring processes continually mature in efficiency and effectiveness to meet business quality needs.

*   Measures That Matter:  Initiated, led, and promoted top down (CIO) buy-in for a new Service availability model “Business Impact Index” (BII).  Evangelized value from top to bottom of IT.  Oversaw CSF/KPI framework supporting a weekly ITSM Dashboard incorporating BII into core processes for overall ITS health assessment distributed to CIO down to Directors.

*   ITSM Tools Replacement:  Led several large scale ($3-6M) cross-division ITSM platforms projects.  From business case, requirements definitions, through RFP, POC, Vendor selection, SOW contracts to successful implementations.

*   Service Catalog:  Oversaw the publishing of a Business and Technical Services catalog.  This detailed important attributes like ownership ensuring accountability, and improved service health reporting to Incidents, Problems and Changes.

*   Service Dependency Mapping:  Initiated, promoted, designed and led the operationalization of a unique CMDB approach, which enabled vital information availability that facilitates solid service management practices. Centralized important CI tracking and management, defined up/down stream dependency mapping, maturing ITSM processes resulting in increased Business Service availability, and IT efficiency & effectiveness.

Jul 2011Present

Technical Account Manager

Microsoft Corporation

IT Consultant, Principle ITSM Lead

Premera Blue Cross

IT Systems Engineer III

Premera Blue Cross

B&ST Project Systems Engineer II

Premera Blue Cross

Client Server Systems Engineer II

Premera Blue Cross

Network Engineering Systems Engineer I

Premera Blue Cross

IT Manager

Magna Design

Production Support Manager

Magna Design

Production Information Manager

Magna Design

Production Planner

Magna Design

Production Floor Team Lead

Magna Design

Recent Work



Consulting Skills for IT Professionals

Ouellette & Associates

Executive and Management Decision Making

Washington Employers

Microsoft Certified Systems Engineer NT 4.0 (MCSE+I)


HP Server Accredited System Engineer (ASE)


ITIL Foundation Certificate in IT Service Management (ITILF


ITIL Practitioner in Support and Restore (IPSR)


Leadership Development Program

Premera Blue Cross

Vendor Management

ICN, International Computer Negotiations, Inc.

Lean Leader - In Progress

Premera Blue Cross

MOF v4


Microsoft Certified Professional (MCP)

Aug 2014Present

ITIL Operational Support and Analysis (OSA)

APM Group

Awards & Recognitions


Analytics, Metrics and KPI's


Are you LinkedIn?

Performance Reviews

ITSM Roadmaps and Socialization

Professional Certifications