Service Delivery Help Desk

HAGEN ZANG

630-***-**** *****.****@*****.***

PROFESSIONAL SUMMARY

Dynamic and results-driven IT leader with a proven track record of driving innovation and optimizing operations within complex organizational environments. Expert in leading large-scale transformation initiatives, implementing robust cybersecurity strategies, and aligning technology solutions with business objectives. Equipped with certifications in ITIL and Microsoft technologies, I possess a deep understanding of industry best practices and cutting-edge technological advancements. Known for fostering high-performing teams and delivering customer-centric solutions, I excel in strategic leadership, enhancing operational efficiency, and achieving continuous improvement. Ready to leverage my expertise to lead transformational change and deliver exceptional value to your organization.

KEY SKILLS

Leadership & Management

Strategic Planning

Cybersecurity & Risk Management

Budgeting & Cost Control

Project & Vendor Management

Change Management

Data-Driven Decision Making

Technical Proficiency (SAP, Azure, Intune, Cloud)

Digital Transformation

AI Development and Implementation

PROFESSIONAL EXPERIENCE

Director of IT – Service Delivery

Hearthside Food Solutions April 2019 – October 2024

• Led the IT Service Delivery function, reporting directly to the CIO, ensuring alignment between IT operations and executive strategy.

• Improved ERP (SAP) operational efficiency, reducing system downtime by 15% through process optimization.

• Enhanced IT customer satisfaction by 20% through the implementation of user-friendly support mechanisms and feedback loops.

• Streamlined IT budgeting processes, achieving a 10% reduction in expenditures while maximizing resource allocation.

• Established and led the IT Asset Management Team, saving $100,000 annually through improved asset tracking and procurement.

• Spearheaded a companywide Cybersecurity Awareness program, reducing security incidents by 50% via training initiatives.

• Authored critical policies (Smartphone, Hardware Lifecycle), resulting in a 25% increase in policy compliance and process standardization.

Global Help Desk Manager

Greencore USA February 2018 – April 2019

• Managed a 12-member IT team, improving performance by 20% through leadership and mentorship.

• Overhauled the service delivery structure, increasing efficiency by 25% and reducing ticket resolution times by 30%.

• Implemented GDPR standards, enhancing data protection and compliance across the organization.

• Developed a service delivery catalog, reducing incident resolution times by 40% and improving overall service consistency.

Senior IT Support Specialist

Jennings Strouss & Salmon February 2016 – January 2018

• Delivered advanced IT support to over 500 end users, achieving a 98% satisfaction rating from internal stakeholders.

• Led the implementation of Microsoft SCCM, improving system performance and reducing update times by 35%.

Help Desk Support Analyst

Jennings Strouss & Salmon February 2015 – February 2016

Support Desk Supervisor

Insurance Auto Auctions March 2014 – December 2014

Operational Manager of Help Desk

Keno Kozie Associates January 2012 – January 2014

Operational Lead of Help Desk

Keno Kozie Associates November 2008 – January 2012

EDUCATION & CERTIFICATIONS

• ITIL Foundation Certification

• Microsoft Certifications (SCCM Server 2012, Windows Server 2016, SharePoint Server 2016)

• MCP: Information Technology

KEY PROJECTS

AI Implementation in ITSM for Automated Request Handling

• Spearheaded the implementation of AI-driven solutions within the IT Service Management (ITSM) platform, reducing manual "First Line" support requests by 40%. The integration of AI Chat Bot and AI Email Bot technologies streamlined issue resolution, handling previously manual tasks automatically.

• This initiative resulted in significant operational efficiencies across multiple departments, saving the organization several hundred thousand dollars annually by reducing the need for additional headcount and cutting down hours spent on zero-level or first-level issues.

Company Knowledge Centralization for AI Integration

• Led a transformational, cross-functional project to consolidate and clean company knowledge, creating a centralized repository accessible to AI programs. This effort involved collaboration with key stakeholders from various business units to ensure data accuracy and relevance, providing internal customers with a more robust and reliable AI-driven support model.

• The centralized knowledge base significantly enhanced the quality and speed of AI responses, improving internal service delivery and contributing to increased operational efficiency.

Weston Foods (Interbake) Acquisition

• Led the onboarding of Interbake employees, overseeing hardware, email, file, and ERP (SAP) migrations.

• Reduced operational downtime by 20% and increased system adoption by 30% through targeted training programs.

IT Service Delivery Transformation

• Developed and presented a new organizational structure for IT Service Delivery, including new roles, resulting in a 30% reduction in response times and improved customer satisfaction.

Nationwide Printer Vendor and Maintenance Transition

• Achieved significant cost savings by transitioning away from leasing contracts and optimizing vendor relationships, enhancing service delivery and reducing expenses.

LEADERSHIP PHILOSOPHY

My leadership journey, shaped by my time as a firefighter and IT professional, emphasizes teamwork, resilience, and empathy. I prioritize collaboration, customer-centric solutions, and strategic decision-making to ensure both team and organizational success.

References available upon request

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