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Click here or scroll down to respond to this candidateCandidate's Name
St. Peters, Mo Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLE LINKEDIN LINK AVAILABLEService Management ProfessionalHelpdesk Leader Change Management Leader Incident Management Security Awareness ManagerCustomer Service Manager Call Center Operations Major Incident Manager Project ManagementInformation Technology Service Operations professional with a wealth of experience in streamlining Information Technology processes and procedures.Business-focused IT Specialist strives to create the optimal customer experience at every opportunity. Interact with customers to understand and anticipate their needs. Combines technical acumen with leadership to build highly effective teams from scratch to align stakeholders, tackle business challenges, and generate trust. Promotes an inspiring atmosphere that fosters innovation and transparency, bridging the gap between technical and business-minded individuals. Recognized for outstanding work in developing, mentoring and managing teams to serve the needs of the organization.SKILLS SUMMARYBuilding High-Performing TeamsLeading Change ManagementBusiness Process ImprovementITIL MethodologyDefining Standards for IT and SecurityPromoting Stakeholder EngagementOutspoken Customer Experience AdvocateOrganizational DevelopmentRelationship ManagementService Level ManagementCustomer Service MindsetSecurity AwarenessPROFESSIONAL EXPERIENCEBunzl Distribution Creve Coeur, Mo Apr 2017 presentBunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries.Service Management Managero ITIL MethodologyIntroduced Incident, Request, Problem, Change and Critical Management.Wrote the SOPs Standard Operating Procedures for each module and trained all of IT.This resulted in concise reporting for management to identify their top issues that needed to be addressed as well as increased the understanding of the root cause.oManaged Client Systems administration team.Ensured we met Customer Objectives of the Client Systems Team. Monitored and drove down Average Handle Time (AHT) and After Call Work (ACW) without impact to Incident Resolution (IR), Average Speed to Answer (ASA), or Customer Satisfaction.Improved customer satisfaction by building a dialog, listening to the customers needs and providing solutions, Maintained a 97% Customer Satisfaction rate.oManaged Change Management for all the IT department.Managed Change Management for all of IT resulting in approving over 1,000 changes last year with a 90% success rate.Implemented Change Management Process and Procedures to the Infrastructure teams, these processes were defined to assist in ensuring that the IT infrastructure stays aligned to Bunzl business requirements with a minimum amount of risk. Looking to enable rapid change while minimizing the possibility of disruption to services.oManaged Service NowNegotiated contract for 3-year period resulted in a reduction of over 20%Developed discovery calls for all stakeholders and grew the companys usage of SN over 50%Drove Knowledge Base articles up 75%Managed the Service Now platform with one developer.Candidate's Name Page 2oManaged Security Awareness ProgramLed Security Awareness Program, reducing phishing susceptibility from 18% to 4% through quarterly campaigns and monthly training.Negotiated Knowbe4 contract, reducing costs and implementing PhishER for improved phishing attempt management.Managed our partnership with Optiv, achieving 100% training completion in 2023 through daily reporting and task management.Worked on our internal PEN test with our partner Optiv, remediated after testing with our customers.Ran campaign for annual Cybersecurity month. Newsletters and communications to all end users.Managed partnership with Optiv, achieving 100% training completion in 2023 through daily reporting and task management.Worldwide Technology Maryland Heights. MO May 2013 Feb 2017Worldwide Technology (WWT) is a global systems integrator and supply chain solutions provider that brings an innovative and proven approach to how organizations around the world evaluate, architect and implement technology.Global Service Desk ManageroManaged Client Systems administration team.Ensured we met Customer Objectives of the Client Systems Team. Monitored and drove down Average Handle Time (AHT) and After Call Work (ACW) without impact to Incident Resolution (IR), Average Speed to Answer (ASA), or Customer Satisfaction. Improved customer satisfaction by building a dialog, listening to the customers needs and providing solutions, Maintained a 97% Customer Satisfaction rate.Lead team collaboration to identify processes, gather requirements and perform GAP analysis to develop a Global Service desk supporting Desktops, Enterprise Applications, Exchange, Voice, Video, Instant messaging, Printing, File Services and Asset Management.Built inventory processes to improve the tracking of assets. This led to being able to forecast and control costs within the IT business as they doubled their employee base from 2,000 to 4,000 in one year.Coach, mentored and developed employees, including new employee onboarding, performance feedback, recognition and rewards as well as disciplinary actions.Implemented Self Help Community to our social stream environment WWT United (SharePoint).Collaborated with Risk Management team to develop our controlled documents process and ensure we were within the companys audit guidelines.Implemented recycle program to raise money for local charities.Drove the implementation of Mobile Device Manager (MDM) Identify, Access Management (IDM), and VPN to environment by setting up roadshows, documenting step by step instructions and firsthand assistance with our customers.Organized and facilitated Agile into the Service Desk environment by daily planning, backlog grooming, retrospective and collaboration with our Product Owner.Ensured there was collaboration, prioritization, team accountability, visibility and continuous improvement.Cigna Healthcare St. Louis, Mo Oct 2011 May 2013Cigna offers health insurance plans such as medical and dental to individuals and employers, internation healthy insures, and Medicare coverage.Customer Service DirectoroManaged Customer Service Department.Managed seven direct Customer Service Managers with 20 per team analysts servicing over 100,000 members.Managed the team performance to deliver a true Customer Centric experience for each member.Managed resources to ensure we met objectives and stay within assign budget.Ensure compliance with the organizations policies and government regulations were met.Managed employee engagement and development for employees.Directed the review of operations systems and procedures, recommended improvements to increase efficiency.Candidate's Name Page 3TEK Systems St. Louis, MO Oct 2010 Oct 2011A leading Global Services Organization.Boeing Program ManageroManaged Global Helpdesk for Boeing.Managed daily operations for Enterprise Helpdesk. Supported 150,000 users.Responsible for coaching, issue resolution, service level compliance, and quality assurance.Revitalized and restructured teams to improve productivity across 5 supervisors with 24x7 support.Implemented call scripts/campaigns to focus on driving defects out.the team performance to deliver a true Customer Centric experience for each member.Citigroup OFallon, MO July 2003 Oct 2010Citi a leading global financial services company, has approximately 200 million customer accounts and does business in more the 140 companies.Service Desk and Command Center ManageroManaged Service Desk.Managed 4 supervisors, tier 1, tier3 and Senior agents to ensure customer service levels were met.Developed staff through consistence coaching, career counseling, mentoring and training.Conducted all performance planning, review, hiring and disciplinary actions.Specialized project work including Offshore Consolidation, Incident Reduction, Voice of the employee, Focus Group Development and Team Building.Transitioned Single sign on password resets to offshore team which simplified support, enabled utilization of existing staff in India and reduced expense for SSO password resets from 2150K per year to 100K per year.Responsible for coaching, issue resolution, service level compliance, and quality assurance.Revitalized and restructured teams to improve productivity across 5 supervisors with 24x7 support.Implemented call scripts/campaigns to focus on driving defects out.the team performance to deliver a true Customer Centric experience for each member.Transitioned High Severity 1 support for all Lines of businesses to one support team which allowed simplification of processes, promoted standardization and reduced expenses resulting in an annual saving of 198K as 10 resources were released.Managed offshore consolidation.Implemented Incident Management team.oManaged Command CenterManaged 2 supervisor that monitored all systems and escalated as need to on call staff as needed.Maintained 24x7 Support for critical incidents.Wrote process and procedures to escalated and manage critical incidents.EDUCATIONSanford Brown St. Louis MO Data ProcessingCERTIFICATIONSoITIL IT Service Management Essentials CertifiedoHelpdesk Institute Support Center Analysts CertifiedoHelpdesk Institute Support Center Manager CertifiedoHelpdesk Institute Support Customer Support Specialist Certified |
