Ross B. Talbot

Evanston, IL - 847-***-**** - adg3uh@r.postjobfree.com

https://www.linkedin.com/in/ross-b-talbot-a0166b3

IT SUMMARY

High-performing operations-management professional with extensive experience leading specialized and multi-disciplinary operations teams. Expertise in building/optimizing organizational processes and measurement systems to maximize business results in a Healthcare, Retail, and Services organization.

A proven leader that is flexible reliable, knowledgeable, and successful to my organization’s growth and success.

IT Strategy & Planning - Operations - Service Delivery - Project Management & Deployment - Business Analysis - Time Management - Interpersonal Skill - Training & Development - Teambuilding & Mentoring - Process Improvement/ITSM/ITIL

PROFESSIONAL EXPERIENCE

Walgreens, Bannockburn, IL

IT Manager (1995 – 2020)

Managed, mentored, and developed teams of Tier 2 Support Engineers who provide technical trouble shooting for 10,000+ Walgreen stores, corporate offices, distribution centers, and healthcare clinics.

Motivated and empowered staff through effective and open communication, performance feedback (KPI’s, CSAT, and other support metrics), and teambuilding.

Created and maintained strong working relationships with vendors and service providers, (onshore & offshore), networking and infrastructure teams, and internal/external business partners.

Developed SOPs to standardize support process and assist with shift-left activities that increased the efficiency of the operation.

Created Walgreens Tier 2 Photo team in order to support Walgreens entry into in store film processing. Supporting store team members care and maintenance of thousands of film processors.

Led the Systems Support & Development team supporting our Walgreens call centers. Implemented Remedy, purchased and rolled out (I3) Interactive Intelligence phone system (now Genesys Pure Connect), created self-help web site (FixIt) for our stores to self-service and create tickets without calling into our call centers. Integrated FixIt, Remedy, and I3 in order to maximize team member productivity.

Stood up Walgreens Tier 2 team to support our entry into online film and gift product ordering. Worked closely with business, network, vendor, and service provider teams. Supporting millions of customer Gift and Photo orders.

Created team to support Walgreens in-store and employer workplace health care clinics based in Nashville. Managed support of thousands of instore clinics.

Managed Walgreens Corporate User Support team, supporting all Corporate team members in all campuses, distribution centers, district offices.

Selected as Management team member of our Microsoft/Walgreens initiative LEAP. Charged with utilizing MS tools to change the way we work both corporately and in store.

Store Manager (1984 – 1995)

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