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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLESkillsChange & ITIL ManagementBusiness Process EngineeringQuality Assurance ManagementProductivity ImprovementConflict ResolutionSoftware/Hardware SolutionsTeam Building/ Coaching & DevelopmentTeam Leadership/TrainingWorkforce Management AdministrationProject Management PlanningProcess ImprovementBudget Optimization/ P&LCall Center DevelopmentWorkforce OptimizationReporting & Analytics/ SQLStaffing & SchedulingITIL Process ImplementationSoftware Asset Management/ProcurementCustomer Service DevelopmentService Now/JIRA/HP Service Desk Manager/ HP Open View/Remedy Ticketing SystemsVendor Management/Contract Demand HubSecurity Operations/ Privacy/BreachService Now Application ManagementOperations & Inventory ManagementIT OperationsIT Service ManagementTeam BuildingHuman Resource GeneralistKnowledge Base Creation/MaintenanceManagement MentoringCoaching & Orientation DevelopmentPerformance improvement documentationQuality Data ManagementProject ManagementITSM ManagementTechnical Support LeadershipServiceNow Reporting & Analytics DashboardService Now HRSDPayroll Application Support UKG/Utli-Pro Core/UKG Reports/ADPEPIC/ CERNER Medical ApplicationsExperienceAmazon Senior IT Manager October 2021 CurrentWorks with upper management to develop plans, forecasts, and budgets for the I.T. department.Creates and manages escalation procedures and ensures service levels are maintainedDesigned and developed solutions with SaaS solutions such as Service Now in an Agile Software Development environment.Responsible for vendor relationships, team structure, monitoring service levels and performance metrics across the technical support team, vendors, and contractors. Define identification and reconciliation rules. Create/update/remove identification and reconciliation rules. Produces management information, including KPIs and status reports, with an operational and a management focusServiceNow Dashboard Reporting and Analytics SME for service desk, IT Department, and executive support.Manages a portfolio of projects and continuous improvement initiatives through data-driven training and quality assurance guidelines.Collaborates with management to develop helpdesk standards, as well as research and procurement of relevant technologyMain point of contact for all escalations, VIP and executive level ticketing issues and incidents and final resolution provision.Prepares progressive reports for all work performed to present to executive and C-suite team members.Documents and trains on all work performed, attendance, processes and procedures etc. for technical governance and recommendations to developers on platform wide development solutions.Develops IT tech schedules, prioritizes support calls and resources for installation and supportEvaluate analytically and systematically problems of workflows, organization, and planning and develop corrective action for sharing data within SNOW.Provides input and assistance in addressing any IT security related plan of action and milestones and patching within SNOW.Develops, manages and maintains reports for internal support teams and IT management to provide necessary issue statusManaged the day-to-day operations of the Information System (IS) Help Desk, to include, but not limited to: resolving issues, developing our knowledge base, and providing a superior level of customer service.Oversaw the development, implementation, and administration of help desk staff training procedures and policies. Manages staff that supports desktop environment, networks, communications services (video conference, phones, email) and other basic IT functions from various facilities and locations.Federal Express Supply Chain Senior IT Manager January 2020 October 2021Troubleshooting and resolving complex technical issues and escalations while ensuring any issues are resolved in a timely manner.Making recommendations to improve operational efficiency throughout the incident process. Building valued relationships with business partners, defining and developing the IT Strategy to ensure alignment with expected business outcomesHelping shape strategies that will be pivotal in transforming and accelerating business and IT results through understanding business strategy, organization capability maturity models, industry, technology and digital transformation capabilities and trends, process optimization models, and key performance metrics.Establishing a model to enable Enterprise Architecture function including the Enterprise Process Framework, Reference & Data Architecture, Technical Architecture and Application ArchitectureDefining IT Architecture Principles as well as Governance Policies, Procedures and Guidelines to achieve IT Operational Excellence, Value Creation for the company at the speed of businessPlanning solutions focused on low code/no code implementations while minimizing customizations in Service Now modules of CMDB, SAM, HRSD & Service Now backlog review and prioritization.Provides governance to ensure the integrity of the Configuration Management DatabaseDesigns enhancements/improvements for the maturity of the CMDB and Configuration Management process and translates them into business requirementsCoached, mentored and developed clients by teaching best practices, overview and protocol for UKG, ADP, payroll processing to prevent discrepanciesProvided training on UKG processes with clients on payroll processing, time import tools and validation, pending pays, direct deposit setup, instant checks & off cycles, reversals of direct deposits etc.Implemented deduction and earning configurationsMonitor CMDB health and resolve conflicts between data sourceWorked with the Director of Payroll Tax Compliance to resolve product issues, improve operations and provide exceptional customer service.Developed and tested new product offerings prior to release to assist development team in bug identificationWorking closely with IT peers across the enterprise to execute against the strategic plan, principles, policies, procedures and guidelines with respectful and collaborative discussion, challenging the status quo to create value for the companyEducating and mentoring other enterprise IT leaders and professionals at various levels regarding technology, strategy, trends and strategic planning capabilitiesBuilt a strategic roadmap to mature and increase the adoption of the ServiceNow platform.Provided training on the as-is state of ServiceNow modules and challenges or opportunities with additional integrations.Coordinated and facilitated the rapid resolution of incidents and timely response to service requests impacting business operations through a mixture of hands on technical support and resource management.Developed and provided training opportunities to all team members for growth.Developed and maintained service descriptions, and service development and documentation. Ensured the help desk staff uses the required tools and software to identify, document, track and resolve reported problems.Planned, prioritized and scheduled help desk activities to ensure maximum issue resolutions in minimum time. Analyzed help desk activities and developed tools and process improvements to optimize service and staff performance.Maintained help desk software and made recommendations for new systems. Managed the processing of incoming calls, faxes, and/or e-mails to ensure courteous, timely, and effective resolution of customer issues.Hilton Hotel Corporation Senior Manager of Corporate Support May 2019-February 2021Partnered with Tier II and Tier III help desk peers based in the US, India and Brazil to resolve complex problems that required escalation. Provided detailed descriptions of issues in the trouble ticket system and followed up diligently to ensure swift resolutions.Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.Broke down and evaluated user problems using test scripts, personal expertise and probing questions for applications i.e. ADP, UKGPlanning and implementation of integrations between ServiceNow and other systems, guiding developers or engineers, and providing alternative analysis and recommendations as a SME in the Agile environment.Be an active member of the IT Strategy and Planning lead teamDefine configuration items and classes, their attributes, data collection, and governance that are important to support other ITSM modules and business objectivesBuild and support integrations with data sources other than ServiceNow DiscoveryTrained UKG processes with corporate new hires, PTO plans, and benefit interfacesResponsible for support for a $35 million + payroll with an average of 7500 corporate employees to include maintaining attendance systems, month end accrual entries, report analysis and distributions of hourly payroll tracking reports,Technical Support for processing 401k vendor (fidelity), reconciliations, yearly true-ups, deferrals and loan deductionsResolved payroll support issues with a 24 hour turnaround for any issues around schedules, exhibit summaries, metrics via payroll and production Enterprise Resource Planning (ERP) reconciliations for various internal and external customers through complex data manipulation within UKG or ADP modules.Leading the software development lifecycle backlog reviews and priorities in ServiceNow.Enhanced the maturation of Configuration and Hardware Asset Management with, (SAM) Software Asset Management and Human resources service desk (HRSD) in ServiceNow.Leading a small team of diverse and potentially geographically dispersed team members through effective and efficient management and supporting the career growth and development of all team membersSimplified the search and reporting experience of expert and general users through ServiceNow workflow development.Establishing effective partnership(s) with external IT consulting partner and other 3rd party service providersCity of Chattanooga Director IT Support & Solutions April 2018 Feb 2019Supervised professional and technical support staff to include prioritizing and assigning work; conducting performance evaluations; ensuring staff is trained; ensuring that employees follow policies and procedures; maintaining a healthy and safe working environment and making hiring, termination and disciplinary recommendations.Managed and oversaw day-to-day technical support activities and operations which includes planning, coordinating, administering and evaluating programs, projects, processes, procedures, systems, standards and/or service offerings; ensuring compliance with federal, state and local laws, regulations, codes and/or standards; coordinating activities between multiple service areas and working to integrate and coordinate service areas.Provided advanced level technical support in maintaining server and legacy systems.Directed and reviewed the analysis of a variety of data and information; formulates recommendations based on findings; manages priorities, work processes and procedures; ensures adherence and compatibility with organizational goals, objectives and strategic initiatives.Developed and implemented procedures and controls to promote the efficient and effective utilization of Agency resources.Collaborated with internal departments, applicable Boards and Commissions, task forces, advisory groups, the general public, external agencies, contractors, attorneys and/or other interested parties to coordinate activities, review work, exchange information and resolve problems.Represented the Division and/or the City at a variety of meetings, public events, training sessions, on committees and/or other related events or groups to receive and convey information.Cross- functional collaboration and integration support with SNOW platform including, ITSM, ITOM, ITAM, APM, etc.Provided SME-level guidance on implementation considerations at both the ServiceNow platform and solution levels for enterprise-wide or large scale information systems.Technical support to perform calculations in overtime, vacation and sick hours to provide accurate data and payroll processing database for the organization.Investigated payroll discrepancies and variances with employee claims to resolve and balance financial records.Researched payroll processing errors with UKG.Verified and submitted timesheets for accurate and efficient payroll processingProvided technical evaluation of demands against ServiceNow platform architecture, capabilities and best practices.Directed, reviewed and participated in the development of a variety of reports, work papers, communications, schedules and/or other related documents to and from internal departments, governmental entities, external agencies, contractors and/or other interested parties.Participated in developing and managing the division budget; approves expenditures; reviews financial statements; manages financial operations.Marketing of IT including understanding, evaluating, and helping to improve the experience IT consumers have with IT providers; managing the promotion of IT products and services through key channels such as the intranet, success stories and other creative meansDisplaying leadership for continuous quality and efficiency improvementsState of Tennessee Helpdesk Manager February 2017 August 2018Drove comprehension improvement initiatives through monitoring and enhancing key performance indicators (KPIs) including call handling, call quality, and learning and development (L&D).Created Service Desk in approximately 1 month, while implementing Service Now from HP Service Service Manager 5.0 and Zendesk.Primary responsibility was building a fully functional Service Desk to provide 24/7 support to various agencies and institutions.Provided extensive training overcoming objections and product value to improve transitional sales success for call center professionals. Providing feedback to external and internal customers regarding vendor relationships with Service Now, Apple, Microsoft etc.Ongoing training and support to reach SLA for all agencies and customers by reporting metrics and business reports to help desk analyst, team leaders, and other business leaders.Tracking inventory of equipment such as cell phones, printers, external hard drives, laptops, monitors etc.Work with vendors to ensure specified equipment meets product and process standards with regards to efficiency and reliability. Works directly with suppliers on the installation and qualification of equipment to ensure the facility meets the start-up schedule.Aided & trained on Customer correspondence.Provided performance feedback by reinforcing the positive & coaching where needed.Identified opportunities to improve and streamline the overall SNOW platform and its performance for each organization.Design and documented technical specifications, configurations, and customizations for out of the box, new solutions and system integrations.Takes part in process improvement technology that will deliver product integrity, increased quality and lower operating costs.Creates a platform for capturing and measuring the customer experience, includes avenues for clients to provide suggestions, feedback and concerns to management teams as well as creating a formalized structure to capture and share customer service best practices; reports operational metrics and project status to management and team on a regular basis.Manage case routing and scheduling to ensure optimized coverage; works closely with workforce managers to forecast and hire optimized staffing needs for case volume.Supervise a team of Customer Service Support assigned to respond to phone calls regarding TCRS, DHS, DCS, and other state agencies providing coaching, and technical assistance, to support a high level of customer service ensuring prompt, courteous and accurate information.Managing end user support from a team perspective to ensure efficiency with ITIL process and protocol is strategically implemented.Implemented employee recognition program to improve employee morale.Defined and reviewed expectations, removed poor performers, and rewarded top producers to increase operational efficiency and employee retention.Managed remote agents maintaining constant communication of contact center floor needs, concerns, and plans to all agents.EducationMaster of Education, Union University. Jackson, TN 2011Masters Business Administration, University of Phoenix. Phoenix, AZ 2007Bachelor of Science (Public Relations & Marketing) MTSU Murfreesboro, TN 2002ITIL v3 Certification 2017 |
