Carl Erickson Email & Phone Number

Long Beach, California, Us

Led transition from Freshservice to ServiceNow, empowering Molina staff with up-to-date resources for improved issue resolution.Integrated merger processes, ensuring seamless transitions and minimal disruptions.Conducted cross-training sessions with Molina, improving team versatility and knowledge-sharing.Migrated all knowledge base articles and processes, empowering Molina support staff with updated resources.Spearheaded ServiceNow implementation, revolutionizing IT support and streamlining operations for enhanced efficiency across Molina Healthcare.

Bloomington, Minnesota, Us

Developed Service Desk staffing model and hired 10 top-tier support agents for 1,000+ users, achieving seamless operations.Implemented Freshservice ticketing tool, enhancing efficiency and tracking.Established KPIs and SLAs for senior leadership, providing data-driven insights for strategic decision-making.Managed Change and Incident Management processes, including Change Advisory Board, improving response times.Established a baseline for ticket backlog (less than 5 days), and IT request time (less than 3 days).Responsible for Onboarding and Offboarding processes in the technology area. This included: setting up/removing access, and imaging and deploying company laptops to all new hires.

Minnetonka, Minnesota, Us

Led cross-functional teams across the US and India, orchestrating NOC, Wireless, Incident, Change, and Release Management operations.Created a new Status page for major incident communication, enhancing customer transparency.Drove incident reduction by 63% through proactive monitoring and code enhancements, ensuring thorough root cause analysis and follow-ups.Implemented dashboards for Incident and Release Management, providing critical visibility into operational performance and trends.

Eden Prairie, Mn, Us

Led operations, network operations center/command center (NOC/UCC), including mainframe / open systems / network at 2 locations, 2K stores, and 100 offices. Developed and mentored a staff of 20 supervisors, operators, and engineers.Partnered with HR, developing a business case to outsource work streams with no impact on the business, reducing expenses by $185K.Managed staff of 18 technical analysts, responsible for recovering failed Mainframe jobs and running 30 schedules including supply chain, corporate, and financial schedules, leading to transportation logistics with minimal downtime.Reduced 200 recurring job failures, facilitating faster processing for warehouse schedules.Collaborated with the Windows engineering group, moving 10 repetitive daily tasks from higher to lower cost per ticket, enhancing budget, and allowing engineers to focus on project work instead of firefighting.Supervised staff of 50 providing 24/7 Level 1 and 2 desktop support via ticketing and phone calls, consistently exceeding 85% customer satisfaction survey results.

Eden Prairie, Mn, Us

Eden Prairie, Mn, Us

Bachelor Of Science - Bs, Management

Mini Master - Retail Excellence