Milwaukee, Wisconsin, United States
I have broad IT support and operations expertise developed over fifteen years working for mid-sized organizations. I am productive and solution focused. I enjoy developing new expertise and contributing to the growth and success of my colleagues.
I supervise the activities of the IT Service Desk to ensure quick and satisfactory resolution of issues and fulfillment of requests from our internal customers. I process access requests and work with colleagues to improve our access management processes. I advise and collaborate on improving our implementation of ITIL processes in order to mature our abilities regarding incident management, request management, change management, problem management, asset management, and knowledge management.
Provided daily IT support for 200 staff across four work sites, including regular executive conferencing needs. Responded rapidly to any issues impacting manufacturing or QA. Executed migration to cloud storage for critical lab equipment. Extensively involved in setting up a new IP based phone system while setting up and supporting staff during a major office relocation.
While providing daily support as part of the IT Service Desk, I partnered with IT management to institute knowledge practices for the support team and wrote nearly 300 articles during this time. These articles aided support staff in providing quick and consistent resolutions to users during a period of high impact IT change which included a major upgrade of Microsoft Office and Windows. (We skipped four outdated generations of Office to move to from Office 2000 to Office 2013 & Office 365 cloud services.) I also provided one-on-one Service Desk training to eight new temporary staff during this period. I customized the pace of the training to match their skills and ensure comfort and mastery. I submitted 30 change requests to the Change Advisory Board during my tenure to proactively and reactively address application security concerns and to improve the end-user desktop experience resulting in important patches being kept up to date and user interruptions being kept to a minimum. I left after three years to make time to pursue my interest in a non-IT side project.
APS Healthcare focuses on improving the health of millions of people in the dozen states they serve. The IT Service Desk ensures that the 1,500 staff who support that mission are empowered through technology to do so efficiently. I helped elevate the newly created IT service desk from being barely visible and minimally structured into a trusted go-to resource which was highly rated (3.7 overall satisfaction rating on a 4 star scale) and consistently growing in capability. My particular emphasis was on excellence in communications, self-service resources, and internal team knowledge by creating an IT Service Catalog and an IT self-help website, by leading contributions to the team knowledgebase, and through collaborating with the team to perfect our outage process and communications. I also streamlined the incident submission process by 40%, eliminated account access emergencies by creating a reporting system for accounts due to expire, and cut on-call response times by building a centralized on-call availability calendar for the operations teams.
ManpowerGroup is a Fortune 500 workforce solutions provider. I joined Manpower to help on a large project which was underway to modernize their worldwide recruiting system. I left when I realized that significant technical problems could not be addressed.