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Work Background
Matthews InternationalService Deliver Manager
Apr. 2018 - Sep. 2024Pittsburgh, Pennsylvania, United States• Drove the initiative to start a bot program to have chat at the Service Desk, implementing a small repository of FAQ’s for the Artificial Intelligence, AI, to use, and have a live agent answer
• Lead projects with deliverables; ex FlexForce users were escalating all tickets for SAP Security, Improved escalation process for login resets to go to Service Desks and escalations for FlexForce users reduced by 98%.
• Transformed Level 0 operations Service Desk from catch and dispatch to a Level 1 Service Desk acknowledging tickets with Knowledge articles and working tickets to resolution, or at least doing first steps before escalating to next level. • Implemented Gatekeeper process for any questions on Knowledge that are outstanding at the Service Desk instead of tickets bouncing or tickets Aging at the desk
• Instituted the requirements for the Major Incident Management, MIM, log and how to utilize the data for Problem Management RCA Process
• Delivered top quality documented process documents for Incident, Major Incident Management, Knowledge Management and Change as well as other documentation as needed
• Spearheaded a full-scale hand off, of low-level Service Delivery items to a vendor providing training, documents, and supervision
• Transformed the Daily Management Review, DMR, into a full level Service Management Daily Morning call
• Established a training program around the Information Technology Infrastructure Library, ITIL, standards to train all of the technical resources
• Initiated the Weekly Operations calls with tower leads
**Customized a detailed ticket report and dashboard that is reviewed weekly with tower leads
• Conceptualized, Communicated, and trained full end-to-end Customer Satisfaction process. Which included working with and training all the Tower Leads and Managers
EnsonoDelivery Manager
Mar. 2017 - Mar. 2018Downer's Grove, IL Daily traction of Telecom, Network, Wintel, and Service Desk to ensure customer satisfaction with the IT services provided
Provided thought leadership to the client about business needs
Keep track of projects on both Ensono and Pregis sides to ensure that tasks are performed smoothly
Coordinated with Service Desk to Improve Services and the customer experience to Pregis, which exceeded expectations
Projects executed
o Leadership requested my guidance on the reorganizing of the Major Incident Management Process
o DHCP Scope remapping
o Headed up a Service Desk reorganization after the management was let go
CSC - Computer Sciences CorporationOperations Manager- Service Delivery
May. 2015 - Mar. 2017Pittsburgh, Pennsylvania• Implemented large scale transition to utilize SCRUM techniques to deliver Platform Services quickly; reducing over time and missed SLAs
o Massive transition of knowledge for new location in Puerto Rico from the Pittsburgh office. Broken down into sprints by team, created a database, knowledge path and training
o Unix Dirty Cow patching of 2000 servers to be done in two weeks completed on time
Ensure compliance with Service Level agreements (SLAs), Operational Level Agreements (OLAs), and contractual agreement are met at 100% for the combined server team to not incur penalties
Proactively managing complex projects and roll outs of new tools and systems for teams
Implemented complex incident documentation to be created in a standard space Five direct reports, Operational Leads with a team of 236 reporting to the leads
Facilitated a Service Enhancement Program for several accounts, where customer satisfaction improved by 90%
Managed 17 new accounts across all Service Management Capabilities, the Service Desk, and one large account for delivering Wintel and Unix servers, compliance, patching, EFS, etc. Maintained Budget/Forecasting and PO approvals for the Pittsburgh facility, holding 100 team members and accountable for 136 remote employees
• Helped develop the Internship program that is to be implemented within Service Management
• Moved accounts into a better position with the Incident Management Global Standards • Facilitated meetings with other SM areas to ensure that clients’ needs are met within the Global Standards
• Escalation point to IM and Major IM leads for driving down backlog, for better Customer Satisfaction
• Developed a new onsite team, set up, hired, trained, and managed
• Special project- Service Management Integration into the cloud environment • Driving server incidents down by proactively looking at root cause trending
CSCIncident Management Delivery Lead-Supervisor
Sep. 2014 - May. 2015Pittsburgh, Pennsylvania Implemented large scale transition to utilize SCRUM techniques to deliver Platform Services quickly; reducing over time and missed SLAs
o Massive transition of knowledge for new location in Puerto Rico from the Pittsburgh office. Broken down into sprints by team, created a database, knowledge path and training
o Unix Dirty Cow patching of 2000 servers to be done in two weeks completed on time
Ensure compliance with Service Level agreements (SLAs), Operational Level Agreements (OLAs), and contractual agreement are met at 100% for the combined server team to not incur penalties
Proactively managing complex projects and roll outs of new tools and systems for teams
Implemented complex incident documentation to be created in a standard space Five direct reports, Operational Leads with a team of 236 reporting to the leads
Facilitated a Service Enhancement Program for several accounts, where customer satisfaction improved by 90%
Managed 17 new accounts across all Service Management Capabilities, the Service Desk, and one large account for delivering Wintel and Unix servers, compliance, patching, EFS, etc. Maintained Budget/Forecasting and PO approvals for the Pittsburgh facility, holding 100 team members and accountable for 136 remote employees
• Helped develop the Internship program that is to be implemented within Service Management
• Moved accounts into a better position with the Incident Management Global Standards • Facilitated meetings with other SM areas to ensure that clients’ needs are met within the Global Standards
• Escalation point to IM and Major IM leads for driving down backlog, for better Customer Satisfaction
• Developed a new onsite team, set up, hired, trained, and managed
• Special project- Service Management Integration into the cloud environment • Driving server incidents down by proactively looking at root cause trending
CSCIncident Management Lead
May. 2011 - Sep. 2014Remote• Reduced the Incident backlog by 45%, created a report for Delivery Executive’s to utilize to assist in driving down
Successfully mitigated discrepancies by monthly monitor SLA targets Implemented Incident Auditing Created Resolver/Client training documentation on Incident Management processes Created Resolver IM Training documentation Initiated corrective action for IM metrics and targets Used creative techniques to build positive team moral
Initiated and managed service optimization and continuous improvement opportunities
• Set up Incident Management with Bell Service Executive
• Implemented the report for Global Daily Service Review meeting
• Created and monitored process for priority ticket Service Restoration Team Served as Root Cause Analysis Champion
• Trained Queue Coordinators for off shoring transition
CSCIncident Manager
Aug. 2007 - Jun. 2011Remoteo Created weekly Business Unit specific reports for customer meetings
o Supported the Asset Based ticket program and helped manage the queue volume
o Set up Incident Management with Bell SE
o Implemented the daily report for Global DSR meeting
o Processed all escalations, expedites, status requests responding to the End User and BURL
o Worked with spreadsheets, reports, and single workflow o Proactively monitored critical SLAs
o Overseeing of the File Restore process, ensuring that it was followed and tickets were assigned out in the appropriate amount of time.
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