Director, Service Desk Resume

Title
Director, Service Desk

Primary Skills
Helpdesk, Service Desk, Call Center Mgmt and strategic direction

Location
US-IL-Chicago

Posted
Sep-21-09


TECHNOLOGY SERVICE DIRECTOR

Results-oriented Technical Service Director with comprehensive experience supporting operations for helpdesk and network infrastructures. Adept at streamlining processes to improve operations along with productivity. People manager with ability to mentor and train in formal and non-formal settings. Background includes third party support for clients such as, Children's Memorial Hospital, Blue Cross Blue Shield Association, Career Education, Red Bull North America, Doner (Advertising), Omron Healthcare, EmployBridge Staffing Company and Baxter Credit Union. Recipient of Event Award in 2006 and Team Corporate Excellence Award in 2005 from Tribune Company.

PROFESSIONAL EXPERIENCE

PROFILE SYSTEMS LLC, (Merrillville, IN) 2008 to 2009
Director, Customer Service ~ NOC

· Led operations and strategic direction for technical customer service group including inbound and outbound support for NOC, sales orders, RMAs, and device configuration.
· Developed training and departmental procedures for call center management, order processing along with fulfillment.
· Maintained compliance for network operations service level agreements with clients and third party vendors.
· Created functional metrics to drive continuous improvement and customer service excellence across business lines.
· Collaborated across departments ensuring service excellence and timely response to requests.
· Directed group efforts and served as key contact for internal projects, human resources, finance along with research & development.
· Designed escalation process for critical clients and internal staff.

ABS ASSOCIATES, INC., (Rolling Meadows, IL) 2006 to 2008
Director, Service Desk

· Led service desk and desktop operations for third party service provider including service level agreements, scope of services provided and deliverables.
· Ensured all operations including process and procedures were in compliance including documentation, quality metrics, and client support analysis.
· Mentored and trained 35 team members in client requirements, support and project initiatives.
· Improved process and efficiency through pro-active sales support along with evaluating next generation services resulting in increased revenue and growth.
· Analyzed data and trends; provided consultative advice to leadership team and management for corrective action.
· Served as key point of contact for project and product presentations to new clients and partners relevant to help desk initiatives.
· Directed five projects to integrate new clients including Children's Memorial Hospital, Ennis Knupp, Doner, Logicalis and EmployBridge.
· Championed 24/7 remote agent strategy to maintain and exceed client service levels.
· Increased service level percentages by evaluating key performance indicators and quality metrics; made recommendations on operational changes.
· Maintained 98% plus service level adherence.
· Implemented corporate standard for reporting to business sponsors, stakeholders and clients.

TRIBUNE COMPANY (CHICAGO TRIBUNE), (Chicago, IL) 1996 to 2006
Manager, Technology Service Desk (2005 to 2006)

· Led 24/7 technical service desk with 15 team members providing first level support for production systems, network infrastructure, telecommunications along with data security across 26,000 employees nationwide.
· Supported Microsoft products, intranet and VPN applications through phone, remote access tools plus desk side support.
· Oversaw department budget and enhancement projects. Participated in IT strategic planning with leadership team and key stakeholders.
· Directed Corporate and Chicago Tribune Help Desk migration eliminating redundancy and streamlining issue resolution. Improved performance and quality of service.
· Championed operational excellence through implementing process and procedure evaluation along with changes based on customer feedback .

Manager, Tribune Information Systems Customer Support (2001 to 2005)

· Led day to day operations for technical customer support help desk including employee skill evaluation along with technical aptitude.
· Championed business infrastructure pilot for Enterprise Help Desk software selection; implemented “best practices” for vendor due diligence efforts.
· Migrated “run the engine” operations to centralize Technical Help Desk department from across IT and corporate groups.
· Directed full lifecycle ticket resolution for product and first call issues; exceeded close rate targets along with ACD metrics.

Corporate Training Coordinator (1998 to 2001)

· Directed training development program for Tribune Publishing, Broadcasting and Interactive business division; integrated eLearning platform.
· Trained and mentored internal team members and company-wide employees for web-based conferencing and training software applications.
· Led Corporate Learning Center along with training modules and events for MS Office Suite and relevant computer applications.
· Developed training and instruction program for corporate expense reporting project implementation with touch points across 26 locations.
· Provided consultative advice and hands-on support for group or independent training through corporate website or intranet.
· Designed corporate intern agenda including “corporate culture” review and policy training.
· Mentored Tribune “Hire the Future” program supporting human resource succession planning.

Systems Consultant (1996 to 1998)

SKIDMORE, OWINGS & MERRILL, Chicago, Illinois 1995 to 1996
Computer Specialist

BAKER & MCKENZIE, Chicago, Illinois 1989 to 1995
Supervisor, LAN Administrator

EDUCATION

INDIANA UNIVERSITY NORTHWEST, (Gary, IN)
Master of Business Administration

GOVERNORS STATE UNIVERSITY, (University Park, IL)
Bachelor of Arts, Elementary Education ~ Math, Science and Computer Technology

Certifications
Help Desk Institue Director Certification
ITIL Foundations


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