United States
• Service Management & XLA Leadership: Directed and mentored a high-performing team of 11 User Support and Senior Support Technicians across 18 offices, establishing a high-touch, "white-glove" service delivery model focused on maximizing user productivity. Pioneered the operational transition from traditional SLA reporting to Experience Level Agreements (XLAs), utilizing user sentiment data to drive staffing and support decisions. • ServiceNow Platform Governance: Owned and optimized the Firm’s ServiceNow (ITSM) platform, standardizing data models to eliminate fragmented usage and establishing strict platform adoption across regional teams. Designed custom workflows, technical configurations, and automated reporting dashboards to provide IT leadership with clear visibility into service reliability and operational performance. • Enterprise Virtualization & Ownership: Managed full-lifecycle asset management and service ownership for a 900+ user base utilizing ISO-certified frameworks. Spearheaded the enterprise virtualization strategy by leading the rollout of a 900-seat VDI and thin-client deployment, drastically reducing long-term cost-to-serve while stabilizing remote service performance. • Talent Lifecycle Management: Oversaw the complete talent lifecycle, including recruiting, onboarding, and implementing structured professional development plans that increased staff retention and technical capability. • Proactive Problem Management: Served as the primary escalation point for complex, high-visibility technical issues, partnering with cross-functional network and systems teams to drive swift resolutions. Analyzed ticket data and endpoint telemetry to identify underlying infrastructure patterns, driving proactive problem management initiatives that reduced overall incident volume. • Knowledge & Risk Governance: Championed Knowledge Management by designing and maintaining a centralized Knowledge Base to accelerate first-contact resolution (FCR) through standardized documentation. Modeled secure behavior and enforced strict adherence to privacy, compliance, and information security standards across all endpoints.
Management & Strategy: ITIL Foundation Certified, Agile Project Management, SLA Monitoring, Asset Management, Change Management, Continuous Improvement. Leadership & Interpersonal: Stakeholder Management, Team Leadership & Mentorship, Cross-Functional Collaboration, Problem-Solving & De-escalation. Technical Operations: End-User IT Service Management, Deskside Services, Managing Hardware/Device Deployment & Rollouts, ISO-Certified Frameworks. Leadership & People Development: Directed and mentored a high-performing team of 11 User Support and Senior Support Technicians across 18 offices, fostering a culture of empathy, technical excellence, and accountability. Managed the full talent life cycle, including recruiting, onboarding, and conducting performance reviews with personalized development plans to ensure staff retention and diversity. ITSM & Operational Oversight: Owned and optimized the Firm’s ServiceNow (ITSM) platform, including the design of custom workflows, configurations, and automated reporting dashboards for IT leadership. Enforced strict SLA compliance by monitoring daily ticket queues, ensuring meaningful updates, and performing weekly quality reviews. Knowledge & Asset Management: Spearheaded Knowledge Management by approving and maintaining a robust Knowledge Base, accelerating incident resolution through standardized documentation. Managed full-lifecycle asset management for a 900+ user base utilizing ISO-certified frameworks to track inventory and optimize costs. Escalation & Technical Guidance: Served as the primary escalation point for complex or high-profile technical issues, partnering with departmental SME’s to drive swift resolutions. Identified patterns in recurring incidents to lead problem management initiatives, successfully reducing ticket volume by 11%. Maintained team security awareness, modeling secure behavior, ensuring the team adhered to strict standards.
Keno Kozie & Associates Help Desk Operational Manager | May 2012 - March 2019 Client Relationship & SLA Management – Responsible for managing 63 law firm relationships that generate 18,000+ monthly contacts. This includes the firm’s largest revenue generating client (13 person dedicated) in addition to the client with the largest user base (80,000 users). These obligations focus on meeting contractual Service Level Agreements and improving customer satisfaction through continual process improvement, knowledge management and issue remediation. Participation in daily client meetings, making sure to instill confidence and add value wherever possible. Quality Assurance & Process Improvement – Led multiple quality assurance initiatives. Streamlining operations and improved efficiencies by contributing to best practices, process improvements and standards for client services. Team Performance & Profitability – Maintaining a high level of analyst productivity through goal setting and metric monitoring, while striving to increase efficiency. Received company recognition for creating changes to the Help Desk organizational and call routing structure by developing new defined tiered level roles for all analysts. This lead to a 5% increase of efficiency. Staff Performance Evaluations – Responsible for conducting quarterly evaluations and annual reviews of all 46 staff members. Leading weekly team leadership meetings as well as weekly team lead one on one discussions. Innovative leadership encourages cooperation and communication, creating team spirit both within the staff, cross-functional service units, and with the clients. SLA Reporting & Metric Analysis – Prepared SLA reporting and analysis of all key performance indicators for departmental service delivery meetings. Staffing & Scheduling – Responsible for 24/7/365 staffing and the scheduling of all 46 staff members utilizing Tableau and Erlang-C.
Keno Kozie Associates Technical Support Team Lead | December 2011 - May 2012 Client Management - Responsible for supporting one of the company’s top client relationships that generated around 6,000 monthly contacts ever since being promoted to Team Lead. SLA Awareness - Constantly reviewed statistics making sure service level agreements are made while working with upper management addressing any concerns. Quality Assurance - Daily review of open and escalated incidents, making sure issues were handled properly and providing additional support if necessary. Knowledge Management – Responsible for the creation or transfer of knowledge and maintenance of the Knowledgebase. On-Call Rotation - Participate in an on-call rotation that provides support in attempt to prevent an escalation. Collaboration - Schedule, organize and facilitate weekly meetings addressing client updates and individual concerns.
Call & Email Request Handling – Responsible for supporting multiple law firm clients and unique client environments. Incident Management - Responsible for recording all calls and emails in various ticketing software. Follow up - Daily update of all open tickets and strive to close them in a timely manner Creation of Knowledgebase Articles - Update and create KB articles Problem Management - On advanced issues research was done with the vendor to resolve issues
Smith Bucklin & Associates Helpdesk / Managed Services / Telco Administrator | February 2000 – November 2009 Telecommunications Management - The position responsibilities included the daily operations of company telecommunications systems spanning over four locations. Researched, planned, and assisted with the installation of Nortel Meridian PBX systems in Chicago, Washington, DC, and St. Louis as part of a communications consolidation project resulting in annual savings of $50,000 per year. Led project to assess new Blackberry phones and providers. Researched vendor selections, device selection, and evaluated online billing systems. Deployed all new Blackberry phones. Developed an efficient tracking and payment process for Telecom, Internet, and computer invoices. Audited existing services and achieved significant cost savings by canceling multiple inactive accounts. Served on Customer Transition teams to ensure that new customers had all of their telecom services operating upon joining Smith Bucklin. Helpdesk - Provided helpdesk support troubleshooting for hardware, software and network related issues. Developed system to inventory over 200 PC’s, 40+ printers and all mobile devices. Managed Services - Access control on various shared drives, aliases, inboxes, user-accounts and financial data. Participated in the on call rotation, running back ups and monitoring disk health overnight. Conference Services - Maintained the new $40K conference center, which included updates, hardware installs, and testing. New Hire Orientation - Trained new helpdesk analysts and created daily content for the company’s LMS.