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Work Background
KONE CorporationService Manager - End User Devices
Sep. 2018 - Jun. 2022Moline, IllinoisOversaw service management capabilities through service lifecycle for End User Platforms Team globally. Supervised service delivery and operations, encompassing workstations (software packaging and distribution, image management, and security), VDI, MDM, print solution, and directory services. Ramped up new service development activities and agreed KPIs to meet SLA requirements. Contributed to IT Operations global network.
T-Systems InternationalService Delivery Manager
Mar. 2014 - Sep. 2018Moline, ILOversaw contracted services provided to KONE North America. Member of core global leadership team to deliver services, focused on end-user support. Primary contact with KONE senior management, dealing with technology and overall service improvements. Managed relationships with Hewlett Packard, Iron Mountain, and Insight. Oversaw third-party technical support service supplier (NCR) and 10 employees onsite.
Hewlett PackardIT Site Coordinator
Jun. 2011 - Mar. 2014Moline, ILRan IT US-related activities at KONE locations. Set customer expectations and delivered to MSA agreement to increase client satisfaction. Oversaw communications, deliverables, project and resource management, and customer third party vendors. Managed large desktop refreshes throughout US for fleet of 2K+ assets.
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