Charles Jordan Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, Us

Los Angeles, California, Us

• Implemented ServiceNow and transitioned IT organization from Jira for tracking and managing IT services resulting in improved visibility, response time and resolution of IT issues. • Established daily review meetings focusing on metrics, high impact issues and roadblocks which helped to reduce backlog from over 200 incidents to consistently under 10 in 3 months• Collaborated with process shareholders to leverage Service Now to implement formal onboarding process that included, account creation, provisioning and shipping of equipment, departmental communications and first day orientation. Successfully onboarded over 100 new hires using the new process. • Designed and deployed Service Desk internal web portal for self service that leveraged workflows and automation to facilitate access request, IT equipment needs, outage notifications and offered real time web chat with agents using Bomgar for immediate support. • Integrated Dev Ops and Production Support activities using integration hub to pass tickets seamlessly between Jira and ServiceNow resulting in greater visibility and alignment for the work passed between the two teams. • Introduced Customer Satisfaction Survey to get real-time feedback on the user experience. Between May and August people who said they were Very Satisfied with the service went from 46% to 77%. Overall customer satisfaction is now consistently over 90%. • Transitioned security and data risk teams from using spreadsheets to Jira for tracking and following up with actions from Pen test, audit points and compliance requests. This helped all teams better understand, prioritize, and track the things that actually needed to be done and made teams more efficient overall.

Los Angeles, Ca, Us

• Lead on a 15-person team providing 24/7 Global Service desk delivering white glove support in a fast-paced private equity company.• Established operational structure and daily meeting expectations based on Agile and Lean methodologies resulting in 6 consecutive months of exceeding SLAs and a reduction of a ticket backlog from over 100 to 7. • Revamped onboarding process for Remote Work during the pandemic leveraging automation between Service Now and Workday to drive efficiency and accountability throughout the entire onboarding lifecycle.• Drove adoption of leveraging virtual reality for meetings and collaboration. Hosted VR training sessions, VR vendor demos and VR Team Building functions resulting in the purchase of 100+ Oculus Quest 2 headsets for the business environment. • Transitioned team to using Jira for project tracking resulting in increased visibility, accountability and collaboration, allowing the team to effectively handle spikes in customer traffic and eradicate roadblocks and re-occurring issues.

Glendale, Ca, Us

• Earned a sterling reputation for establishing and implementing exceptional improvement initiatives in transitioning the IT structure from a small help desk to an advanced infrastructural platform for a growing company• Demonstrate mastery in designing various strategies to facilitate ServiceNow implementation processes for supporting a fast-growing user base while overseeing the assignment group structure; evaluated performance metrics and ServiceNow best practices in collaboration with cross-functional teams during weekly training sessions• Appraised for leading the team to achieve a record increase in the first call resolution from 30% to over 50% in 3 months, and drastically reduced the ticket backlog by a 40 % rate• Mastermind the initiation of top-notch process improvement opportunities and launched plans for their successful execution using exceptional metrics and design thinking abilities• Conceptualize and design an automated web form to accelerate the new-user onboarding process and these streamlined the existing practice that requires the analyst to develop up to 8 different tickets for a single onboarding request• Leverage expertise in establishing a process that reviews and ensures 5 analysts manage ticket calls with a common expectation while documenting and handling ticket incidents using a QA Scorecard• Achieved an increase in the baseline score from 60% to 95% in 3 months resulting in a 20% increase in customer satisfaction rate through outstanding coaching and training programs

Vevey, Ch

• Successfully aligned project initiatives with business goals to meet and exceed corporate expectations as regards the effective delivery of IT services while overseeing all IT Teams operating in locations across North and South America • Proven success as an efficient problem-solver accomplished in collaborating with cross-functional teams to facilitate root cause analysis and subsequently designing a comprehensive action plan to prevent incident recurrence; achieved a 20% decrease in overall business disruption while top over 100 problem-solving operations• Enhanced functional knowledge of on Nestlé’s LEAN methodology to eliminate waste and eradicate business disruption through coaching and training over 500 IT team members across North and South America• Accomplished in identifying operational bottlenecks and supporting teams to define metrics that aligned their performance with the business expectations; responsible for coaching managers and team members on Operation Review best practices and root cause elimination processes to optimize workflow efficiency and productivity• Possessed a stellar record of leading teams to meet and exceed personal set goals to support the global business objectives while functioning as the Digital Ambassador for IT Operation delivery, committed to implementing initiatives for leveraging virtual reality in the training and onboarding processes• Key member of the Nestlé Digital Immersion Program for exploring means of using emerging technology like mixed reality and artificial intelligence to maximize brand engagement and strengthen customer loyalty

Vevey, Ch

• Offered exceptional support to the team assigned to function as the first point of contact for all IT related issues in North America. Competently led the process of transitioning from Tivoli to Peregrine without any record of business interruption or impact on customer satisfaction• Established strategies for facilitating 24/7 help desk service for 65,000 clients across multiple locations including sales offices, plants, factories, homes, and corporate offices; provided specific support procedures to meet business priorities of each brand including Nestlé Waters, Nestlé Canada, Nestlé Purina, and Nestlé USA• Champion the operations and metrics review for each operating company as well as identify improvement opportunities in collaboration with vendors; maintained solid relationships with stakeholders to align and initiate action plans for maximized customer service experience • Accelerated escalation and resolution operations for high impact incidents encountered within the business environment while utilizing LEAN methodology to determine the root cause and communicate appropriate action plans to stakeholders in collaboration with assigned teams• Recognized for competently leading the U.S division of the global deployment of Peregrine Service Desk across the IT firm. Introduced and trained teams on effective usage of advanced working standards and Peregrine best practices

Vevey, Ch

• Served as the first line of Help Desk support for IT issues encompassing Windows and Mac computers, network, servers, AS/400s, mainframes, UNIX, and SAP for 47,000 users of Nestlé USA; oversaw the 60-person team in providing 24/7 coverage in multiple locations across Glendale and Phoenix.• Attained statutory position and applauded by the Help Desk institute as a World Class Help Desk for rigorous training process, compliance with best practices and delivery of outstanding customer service; responded to 70% of our calls within 30 seconds, resolved 80% of resolvable incidents on the first call, and maintained a customer satisfaction rate of over 90%• Spearhead the provision of Hyper Care support for various IT services, including Disaster Recovery Exercises, SAP implementations, product recalls, software distributions, national sales meetings, acquisitions, and security breaches.• Responsible for transitioning the internal Nestlé USA Help Desk to an outsourced vendor in collaboration with the governance team; the project helps achieve an 80% resolution rate for resolvable calls, and 70% of calls answered in 30 seconds.• Promoted to the role of a North American Service Desk Manager for successfully spearheading a project aimed at consolidating all North American operating companies under one outsourced vendor due to previous success.

Vevey, Ch

Leading member of the team that served as the first point of contact for all IT related issues in Nestlé USA. My high technical ability, intuitive communication skills, and ease of interacting with people enabled me to thrive in this demanding environment. • Led team in calls taken, first call resolution rate and positive user feedback and received several Company Spirit Awards for my assistance on critical user engagements. • Established a knowledge base that enabled the team to increase first call resolution rate by 20% • Coached and mentored teammates to successful roles on the team, which enabled my promotion to Help Desk Manager