Service Desk Help

-** Years of IT Experience With an ITIL Expert Certification

Qualifications Summary

Seasoned, results-focused, and highly analytical professional with wide-ranging experience in business consulting, continuous process improvements, change and project management, and billing and help desk administration for IT organizations.

Adept at conceptualizing and implementing enterprise-wide solutions and best practices as well as designing and executing world-class IT operations.

Expert in bringing new businesses and developing growth tactics to ensure bottom-line results, profitability, and steady progress.

Equipped with exceptional leadership skills in building and directing cross-functional staff to attain set-forth objectives.

Armed with articulate communication and interpersonal abilities in establishing and maintaining positive working relationship with all levels of individuals.

Areas of Expertise

Service Desk Management

Incident Management

Problem Management

Root Cause Analysis

Vendor Management

Agreement Negotiation

Risk Assessment and Mitigation

Employee Mentoring and Coaching

Professional Experience

Lamb Weston Nov 2020-Oct 2024

IT Analyst

Service Desk

oCustomer Salisgactioon/Disatisfaction Weekly Review and Action traking

Incident Management - worked directly the Unisys Service Desk and the incident management process.

oWeekly review of the CSAT and DSAT surveys for improvement opportunities.

oWeekly review the AHT, to identify, document and track improvement opportunities.

oon demand meetings when the SD needs help with an issue that they need help solving.

o

Major Incident Management (MIM)

oDuring a MIM

Communication to the Leadership Team

Status Updates

oPost Incident Review with all groups involved the MIM

Problem Managements

oRoot Cause analysis meetings for each MIM

oProblem Review meetings

Metrics - Produced, analyzed and presented results for the Incident, Problem and MIM processes.

oUnisys Weekly Business Review of all Unisys Results

Jatembs Consulting, Kennewick, WA

Owner/Operator Jun 2017–Present

Provide hands-on oversight to the overall operations of the business, from ground up

Offer wide-ranging consulting services to different companies and organizations, with focus on IT operations, strategies, and service management

Career Highlights

Spearheaded the delivery of business consulting services for the following successful contracts:

oStrong-Bridge LLC in Seattle (a major communications company in Alaska): Served as business consultant, in charge of leading the transformation of multiple billing systems into one managed billing system; facilitating four dry-runs and dress rehearsals of launch activities; documenting lessons learned for application to subsequent iterations of project plan and approach; and accomplishing the project with no unexpected system outage and issues

oHope Medical of Washington in Kennewick: Efficiently functioned as interim executive director overseeing the entire medical and clinic operations; defining clinic’s mission and vision statement; administering funding and staffing levels; and assisting with selection and interview of candidates for permanent executive director position. Made substantial contribution in augmenting donation levels by 50%

InComm Digital Solutions, Portland, OR

Director, Production Support Sep 2016–Jun 2017

Provided expert supervision to the production support organization accountable for creation and operation of custom-developed software used for selling stored value cards as well as support of infrastructure, DBA, application, and desktop

Offered assistance to several Microsoft Windows operating systems and Microsoft SQL for all environments that included development, testing, and production

Worked collaboratively with the Production Support Team in overseeing all weekly deployments across test and production; research; resolution and escalation of all support tickets; as well as organization and response to all monitoring and alerting

Steered key efforts in negotiating operational-level agreements with all internal partners for production support

Career Highlights

Successfully transferred from Rackspace Datacenter in Chicago to QTS Datacenter in Suwanee, Georgia by transforming a terabyte of data and upgrading into Windows 2012 R2 and SQL 2016 systems without any occurrence

Implemented an IT-wide initiative that generated the first instance of metrics involving availability of services, root cause analysis of all problems, and internal customer satisfaction

Received MANGO awards with Production Support Team for outstanding customer service and effective delivery of services and projects

Pacific Northwest National Laboratory, Richland, WA

Senior Manager, Service Management and User Support Services Jan 2011–Aug 2016

Administered the service management program, help desk, lean IT program, Performance Assurance Office, and Service Center Billing

Led all affiliated laboratory of Battelle Service Management Community of Practice

Forecasted and administered $2M annual operating budget and $500K shared capital expenditures

Rendered guidance to over 20 member help desk, 4 member of the Hardware Support Team, 4 member of Performance Assurance Office, and 3 member of the Lean Program Team to guarantee attainment of IT organization customer expectation

Created and submitted presentations at the National Lab IT, IBM Pulse, and PNNL Industry Day conferences

Identified and executed key improvement opportunities such as problem management initiative

Career Highlights

Significantly boosted overall performance, efficiency, and productivity while cutting costs by conceptualizing and executing multiple service management initiatives

Developed and established continual service improvement program that based-lined, set performance goals, as well as enhanced and surpassed expectation for key performance indicators (KPIs) such as the following:

oService availability;

oMean time to restore service;

oMean time between service interruptions;

oChange success rate;

oFirst call resolution; and

oCustomer satisfaction and net promoter scores

Steered key efforts in attaining all-time highs for all help desk and USS key metrics that involved net promoter score and first call resolution notwithstanding staff and funding reductions

Enhanced help desk customer service through the launch of Reimagine and Reinvent Project

T-Mobile USA Wireless, Seattle, WA (1998–2011)

Earlier Positions Held

Senior Manager Jan 2009–Jan 201

Program Manager, IT Service Management

Senior Director, Application Management

Director, Billing Operations

Manager, Business Continuity and Disaster Recovery

Earlier Career

Computer Science Corporation, Champaign, IL

Account Manager

Conversion Specialist and Product Support

Business Development Representative, Computer Sciences Corporation

Cellular Information Systems, Denver, CO

Billing Manager

Education

Bachelor of Business Administration University of Montana, Missoula, MT

Professional Development

ITIL V3 Expert Certification

ITIL Practitioner Certification

Service Offerings and Agreements; Operational Support and Analysis; Release, Control, and Validate; Continual Service Improvement; and Planning Protection and Optimization

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