Franco Karlowicz is a seasoned IT professional with extensive experience in IT Service Management (ITSM), having held key positions at Optum from August 2022 to February 2025, including Senior ITSM Process Manager and Senior ITSM Process Analyst, where responsibilities included documenting incident response procedures and migrating legacy ITSM processes to Optum's ServiceNow platform. Previous roles include Service Operations Analyst and Senior Service Operations Analyst at The Walt Disney Company, contributing to the development and implementation of ITIL-compliant problem management processes and governance structures. Additional experience includes IT support roles at Geek Squad, Nemours, and Solomon Auto Group, complemented by a Bachelor of Arts in Digital Communication and Media/Multimedia from Waynesburg University.
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