Dana Monteith Email & Phone Number

Salisbury, Nc

Salisbury, North Carolina, Usa

Salisbury, Nc, Usa

I built this team of 11 ServiceNow power users from the ground up – establishing policies, procedures, best practices, training and communications for incidents, KPI reporting, onsite and crisis management escalations. We support 50K users across 1300 retail stores, 10 distribution centers and 3 corporate offices. In this role, I’ve contributed to the development of a 5-year roadmap and continuous service improvement plan in collaboration with enterprise leadership – the organization’s first ITSM department to do so. As an IT Health and Readiness project leader, I bridged the IT-Business divide, streamlined transparent communications, and co-led the establishment of a Problem Management team engaged in root cause analysis, long-term data tracking and monitoring.ITSM SUCCESS BY THE NUMBERS ☑ 57% 30-Day Ticket Reduction☑ 30% Crisis Management Resolution Time Reduction☑ 50% Major Incidents ReductionCUSTOMER-FOCUSED COLLABORATION:  Partnered with Service Delivery organization to ensure accurate dissemination of data key to business partner communication and vendor SLA monitoring and adherence.  As retail ITIL SME, collaborated with Change, Event, Configuration and Problem Management teams to address gaps and drive ITSM integration following July 2016 acquisition.

Scarborough, Me

Hired to replicate previous Executive Support success, I established yet another White Glove Support team – this time for Retail Executives, during a period marked by corporate acquisitions, divestitures and IT revamps.I led daily Corporate Desk Side, Retail Level II and White Glove Support team operations prior to outsourcing, directed all IT acquisitions and ordering activities, and facilitated our self-maintenance contract with HP. My team supported acquisition-related store re-openings, and drove the completion of all equipment activity in just 90 days following a 3-brand divestiture impacting 120 stores. I established an ITIL environment and ITSM areas and drove data consistency via incident standards and policies, help desk/data entry protocols.Additionally, I defined control frameworks to ensure compliance, and gained buy-in for a conversion to ServiceNow’s cloud-based platform.Tasked with guiding the outsourcing of these areas from RFP to implementation in 18 months, I’m proud of retaining 35 of 40 associates during this transition – far beyond our projections. I was an integral project team member during the overhaul of our network infrastructure and implementation of next-gen POS software across 1,300 retail locations. I evaluated support needs, business partner impact, remediation steps and problem escalation for root cause and ROI evaluation throughout.ITSM ACHIEVEMENTS: ☑ $1.5M Outsourced Labor Savings☑ $10M Support Function Consolidation Savings

I decided to take the plunge and jump into IT in an official capacity. Delhaize hired me as an early ITSM advocate, where I led the in-house return of our outsourced Level II and Desk Side Support. My efforts streamlined processes, and tangibly improved customer service engagement and prompt issue resolution. My team of 15 troubleshot, researched, diagnosed, tested, documented and resolved technical issues related to software, MS Exchange, networking, hardware and peripherals. We supported 1,200 associates – 300 of whom were remote. Our Level II retail support spanned 1,600 U.S. locations encompassing POS technology, remote desktop and servers, and required me to maintained close collaboration with technical vendor partners throughout. ITSM ACHIEVEMENTS:☑ 2-3 Day Downtime Reduction to 15-20 Minutes☑ Desk Side Support Ticket Reduction from 8.5 Days to 48 Hours ☑150 to 0 Backlog Elimination☑ 80% Damaged Items Returned to Service via HP Warranty Negotiation☑ Established organization’s first White Glove function that supported global activities of C-level executives.☑ Developed and executed a roadmap to integrate our team with our NC-based counterpart –– a move that generated $180K in annual savings and enabled a 4% environment reduction.

Scarborough, Me

I discovered my love of tech working in the home mortgage industry, and acquired technical and leadership skills while serving double duty as technical support go-to for data server backups, laptop configurations and ticket systems development.In fact, I developed and implemented a digital scanning storage system that decreased time to close while also enhancing our audit capabilities.