Christopher Schuck Email & Phone Number

Saint Paul, MN, US

- Coach a SAFe team with a focus on Service Desk and User Support operations- Facilitate team meeting, and assist in coordinating and participation in Agile Release Train (ARTs) events (ex: Iteration Planning, Demo Days, etc…)- Work closely with SAFe Product Owner and Product Manager to create PI Objectives, features, and stories that are carried out by.

- Manage daily operations of Level1 Service Desk staff who support over 120,000 customers including Faculty, Staff, Students, Alumni, and Guests of the University of Minnesota - Responsible for hiring, developing, supporting, advising and performance management for a team of 35+ direct remote and onsite employees, plus an additional 35+ dotted-lined.

Greater Minneapolis-St. Paul Area

• Manage team of IT Desktop Support professionals responsible for provisioning, configuration, and troubleshooting of hardware and software from multiple vendors and platforms.
• Responsible for developing, supporting, and advising team of 20+ employees located throughout the Twin Cities campus
• Develop cross-functional relationships to better understand different University departmental support needs
• Responsible for hiring and performance management of team members
• Created and implemented monthly “Values Spotlight Award” highlighting employee recognition
• Managed temporary remote team in spring 2020 (due to Covid-19)

• Supervise, train and develop a team of 20+ direct reports and 20 dotted-line reports
• High focus on Net Promotor Score and Employee Engagement
• Participated in company-wide systems upgrade
• Cross-functional team launching and servicing special projects
• Assisted in development of Alpha and Beta phases of new technologies
• Created Supervisor Manual (SOP) to help train incoming Supervisors

• Develop and deliver new hire training
• Develop and deliver ongoing training
• Develop and maintain online Oracle Learning Management System
• Manage internal communications within the Customer Service department
• Work closely with Six Sigma team to develop new policies and procedures
• Work cross-fictionally with other departments to develop training's and communications

• Handle escalated customer issues
• Act as supervisor on duty as needed
• Respond to CEO letters and phone calls