Tom Palmer
About Tom Palmer
Tom Palmer serves as the Supervisor of IT Service Management at Sutter Health, where he has worked since 2019. He has a strong background in IT service management, with various certifications and roles within the organization since 2004.
Work at Sutter Health
Tom Palmer has been serving as Supervisor of IT Service Management at Sutter Health since 2019. In this role, he coordinates and leads Problem Management meetings, focusing on updates from problem owners, root cause documentation, and problem reporting. He is responsible for discovering and cleaning up obsolete data within the ITSM platform. Palmer provides on-call support for various modules in the Cherwell ITSM ticket application suite, which includes Incident, Service Request, Problem, Asset, CMDB, and Change modules. His previous positions at Sutter Health include IT Service Management Application Analyst 3 and IT Service Management Application Analyst 2.
Education and Expertise
Tom Palmer has a diverse educational background in IT and business management. He studied Business Management at American River College from 2008 to 2010. He has achieved several certifications, including ITIL Service Transition in 2014, Network+ Certification in 2004, and DevOps Essentials Certification in 2017. Additionally, he completed the Sutter Certified Leader program in 2018 and Organizational Change Management in 2019. His technical expertise is further supported by certifications such as ITIL 2011 Foundation Certification, MCSA, and A+ Certification.
Background
Tom Palmer's career at Sutter Health began in 2004 as a Help Desk Agent. He progressed through various roles, including Problem Management Chair & Project Management Lead in the Quality Control Department from 2006 to 2012, and Configuration Management & ITSM Application Support from 2012 to 2014. His experience spans over 15 years in IT service management, with a focus on problem management and support processes within a healthcare environment.
Achievements
During his tenure at Sutter Health, Tom Palmer led the development of the Service Desk knowledge base strategy, enhancing support operations in a healthcare setting. He has played a crucial role in coordinating problem management efforts and ensuring effective documentation of processes and procedures. His contributions have helped streamline IT service management practices within the organization.