St Paul, Minnesota, United States
Passionate about process improvement, simplification of the user experience, and leveraging combinations of data and experience to move process maturity forward. Finding opportunities to make both the customer and support experience simple and engaging is always a top priority for me. While I have many years of experience working directly with the various ITSM and ITIL processes, I started my career from the ground up as a support analyst. I have experienced support from both sides of the fence and enjoy working to make the process more effective for everyone!
Process Owner for Incident, Major Incident, Problem, and Change Management (and formerly Knowledge Management). Leveraging and adapting the ITIL v3 and ITIL v4 frameworks to meet the needs of a unique and varied IT support environment. - Provide leadership, strategy, vision and implementation of ITSM processes. - Implement ITSM policies and processes as appropriate across the organization. - Develop, implement and track KPIs that tell the story of the ITSM environment. - Review, manage and prioritize ITSM process enhancements. - Create and maintain ITSM process documentation. - Periodically audit the ITSM processes to ensure compliance to policy and standards. - Work directly with process and customer stakeholders in all areas of ITIL/ITSM, including: Incident, Problem, Knowledge, Change, Release, Service Request, Hardware and Software Asset, Configuration Management, and Service/Support pillars. - Be a champion and change leader regarding process updates and changes. - Consult with groups and manage relationships with a variety of support and business users. - Strive for continuous improvement and constantly seek areas of potential growth or improvement.
• Process ownership for the complete end to end management of the knowledge and incident management processes • Responsibilities include process advertisement, standardization, process compliance review, documentation, and process improvement • Builds and manages relationships between business, support and offshore managed teams to drive efficiencies through process utilization • Serves as the single point of contact for knowledge and incident process issues, concerns, questions or suggestions • Defines, creates, implements and promotes new process objectives and practices • Proactive identification and advertisement of process utilization opportunities to simplify support through a combination of data driven metrics, best practices and organizational awareness • Reduce support requirements and cost by integrating effective knowledge content and knowledge management principles • Builds and fosters relationships between various process areas including request, incident, change, release, availability, problem and event management
+ Role focused on management of the internal knowledgebase functioning as support documentation portal and self-service portal for an audience of 80,000+ users. + Responsibilities included writing content for targeted audiences, creation of reports, training new users, metric & KPI tracking, and advertisement of services provided by the tool. + Key contact and accountable party for questions, updates, changes or issues with the knowledge tool, knowledge module and integration with ticketing software. + Trained and supported a distributed network of Subject Matter Experts across a global, matrixed organization + Format and edit support documentation via HTML + Provide Level 2/Level 3 support for technical issues as they arise
+ First line technical support for employees globally, providing troubleshooting and account management for a wide array of applications. + Troubleshooting and triage for hardware and software issues including: Browsers, VPN, Printers, Network drives, LAN/WAN, Application Installs and Troubleshooting, Windows OS, Mobile devices (iOS, Android, Blackberry, email config), in addition to other issues as they occurred + Responsibilities included account and group management via Active Directory. + Completed support ticket queues and maintained Service Level Agreements. + The role included a strong focus on combining customer service, technical support, and team-building. + Coordinated with scheduling department to assure that call queues, chat queues, ticket queues and email queues were being staffed and an acceptable level.