Desktop Support Manager

Lee Webber

West Orange, NJ

908-***-**** *********@****.*** linkedin.com/in/leewebber

END USER SUPPORT SERVICE DELIVERY PROCESS DEVELOPMENT PROJECT MANAGEMENT

REVITALIZES DESKTOP EXPERIENCE: Streamlines business operations to expedite the delivery of powerful, engaging technology solutions and customer experiences.

ELEVATES ORGANIZATIONAL PERFORMANCE: Supercharges IT desktop engineering & service delivery teams, improving capabilities of individuals and groups throughout global operational and project management initiatives.

PRODUCES INNOVATIVE INSIGHTS: Formulates visionary metrics and analysis processes, providing laser-focused insights into opportunities to enhance operational and technical agility.

PROFESSIONAL ACHIEVEMENTS

Reduced Average Speed to Answer (ASA) by 78%, cut abandoned rate 57%, and voicemail instances 83%, an average 73% improvement, all while handling over double the incoming volume of service requests.

Envisioned & Redesigned Desktop Support to encompass total End User Experience by implementing recognized Best Practices of Agile/Scrum/Waterfall/Hybrid Management. Reduced service incidents 24%, service requests 18% and post implementation remediation 41%.

Decreased Desktop Support costs 50%, hardware costs 20%, and print costs 52% - averaging savings of 41% achieved through strategic partnerships to increase IT equipment and service standards.

Improved transactional costs 93% through the redesign of IT engineering and support processes, identifying and eliminating over 100 redundant, non-value-add activities.

Boosted “White Glove” Customer Experience metrics during the delivery of technical support services; enhanced support case intake, handling, and resolution, won customer trust and confidence, driving annual engagement growth by 100%.

PROFESSIONAL EXPERIENCE

WILSON ELSER, Florham Park, NJ - Sr. Manager (Contractor), End User Support (2019 – 2020)

Tasked with developing and implementing comprehensive operations management for End User Support. Direct responsibility for distributed team of 24 encompassing Support Desk, Desktop Support/Engineering and Audio/Video Conferencing for 38 offices worldwide.

Implemented holistic Service Delivery Improvement program leveraging internal and external service providers to deliver “White Glove” support for the firm’s 2,000 employees.

Restructured teams and management, identified and replaced underperforming personnel (approx. 50%), hiring proven high performing replacements to support firm leaderships growth and expansion goals.

Streamlined tasks and implemented automation in lieu of error prone, manual processes, reducing ticket backlog ~85% and repeat calls ~45%. Implemented SLA’s and reporting, emphasizing KPI’s and end user impact.

Developed programs to implement new, multimodal ITSM tool, revamp ACD phone system, modernize Audio/Video conferencing hardware & platforms, and introduce Jira Confluence Knowledge Management.

VITAMIN SHOPPE INDUSTRIES, Secaucus, NJ - Director, IT Services (2016 - 2019)

Hired to improve the performance of End-User Computing (EUC) and Engineering organizations. As the Service Delivery Manager and Business Relationship Manager for Corporate, Stores and Distribution Center segments, succeeded by developing distributed teams and implementing transformative IT policies, processes, and procedures.

Developed and directed initiatives to overhaul Service Desk & End User Computing. Implemented metrics & analysis in conjunction with continuous improvement processes to measure and report results to stakeholders.

Streamlined operations, eliminated redundant processes, and provided standardized IT enterprise coverage by consolidating DC engineering & support into the EUC organization with “follow the sun” remote support model.

Developed and implemented escalation and major incident communication/tracking processes. In conjunction with related End User Services process improvements, decreased escalations 62% in first year.

Drove Service Desk volume from 70% self-service/30% phone to 60% over phone through innovative coaching, mentoring, process development, technology innovations, and hiring/mentoring/developing top talent.

NEW YORK LIFE Lebanon, NJ and New York, NY - Vice President, Service Delivery / End-User Support (2013 - 2016)

Brought on board to direct service delivery of call center, desktop, mobility, executive support, IMAC, and break/fix functions, and to oversee IT project management, process development, and standardization initiatives.

Organized and managed a new offshore call center team in the Philippines; vetted, hired, trained, and mentored team members to conduct work according to high-level corporate and customer expectations.

Directed successful ITSM tool transition from Remedy to ServiceNow.

Developed and implemented strategy that reduced ASA 12%, abandoned calls 40%, improved First Contact Resolution (FCR) 8% and supported 5% monthly call volume increase, ensuring that support scaled with business growth.

Increased user satisfaction 8%, reduced incident costs 4% and cycle times by 23 seconds after implementing enhanced self-service support processes.

CREDIT SUISSE, New York, NY - Project Manager (Contractor), Windows 7 Migration (2010 - 2012)

Appointed to fulfill multiple roles in the Application Development/Remediation Engineering team within the iDesktop (Windows 7) Product & Service Engineering group, providing technical support and project management leadership.

Unified global product teams and resources to manage business-critical remediation issues associated with Windows 7 application migrations, ensuring stability of business-critical applications during transition.

Developed change management processes across multiple business areas, creating policies, processes, and workflows to govern change management deliverables more effectively.

Centralized global support with unified reporting to handle migration development issues more efficiently.

200 WOODLAND ASSOCIATES, Summit, NJ - Principal, Technology Program Manager (2009 - 2013)

Chosen to cultivate strong technology development and customer engagement strategies throughout initiatives to architect, deploy, and implement customized enterprise-class IT products and services.

Managed the design, procurement, configuration, implementation, and administration of enterprise IT platforms, including Point of Sale (POS) systems, accounting packages, and SaaS solutions.

Enabled customers to efficiently manage and use new technologies by creating and delivering comprehensive training programs that were uniquely tailored to customers’ operational requirements.

BEAR STEARNS & CO., New York, NY - Assoc. Director / VP / Help Desk Manager / End-User Support (1999 - 2008)

Selected to improve the performance of global End-User Computing support services, coordinating 200 distributed IT support personnel across multiple locations, while governing global IT policies and procedures, managing budgets of up to $62 Million, and implementing cost savings of more than $1 Million.

Enhanced the performance of End-User Computing support teams 11% while reducing headcount 7% through the implementation of cross-training, ensuring consistent white glove service delivery globally.

Decreased service downtimes by approximately 90%, standardizing the hardware support model and ensuring the immediate availability of replacement equipment with no additional costs.

Cut development times 26%, achieved an 18% reduction in costs, and reduced distribution issues by 8%; integrated Desktop Engineering and Electronic Software Distribution into the Desktop Support lifecycle.

EDUCATION & CERTIFICATIONS

Bachelor of Science, Accounting (Graduated with Distinction) - BABSON COLLEGE, Wellesley, MA

Project Management Professional (PMP #1328003)

Scrum Master Certified (SMC #722821)

ITIL Intermediate Qualified

HDI Support Center Director

Oracle Application Administrator

MAGIC Customer Service System

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