Dave Ramsey Email & Phone Number

Beaverton, Or, Us

Beaverton, Or, Us

• Led seamless global transition of Nike’s IT Service Desk, Deskside Services and Retail Field Services to a new managed service provider, reducing costs while elevating quality to provide an elite user experience.“This is the third Service Desk transition I’ve been a part of in my career and this was by far the best I’ve seen.” – Jim Scholefield, former CIO • Consistently delivered record-breaking year-over-year employee engagement, with scores of 98% positive engagement.• Implemented proactive strategic solutions to effectively manage growth in demand for support services while driving down cost per contact by 30%. Examples include: Self-service password reset, AI-enabled Virtual Service Desk Agent, and Process automation.• Negotiated contracts and managed vendors to realize over $6 million in savings over a 4-year period.• Expanded wireless best practices and cost management tools from North America to global teams in 24 countries. • Provided thought leadership for peers and senior leadership to drive continual improvement.

Phoenix, Az, Us

Banner Health is one of the largest non-profit health care systems in the United States, with over 40,000 employees at 23 hospitals and multiple ambulatory clinics across 7 states. Banner has been recognized as one of the top ten Integrated Healthcare Systems in the nation by SDI and Modern Healthcare Magazine.Accomplishments • Led team of 60, providing 24/7, Level 1 support to all Banner employees.• Hired, trained, evaluated and retained a team of highly skilled employees, supporting 400+ applications, with an overall first call problem resolution rate of 75%. • Instituted metrics-driven staff performance assessment to assure customer satisfaction and incident resolution goals were met or exceeded while controlling staffing costs.• Implemented a web-based incident management solution based on ITIL best practices to measure and drive I/T efficiency. • Implemented and successfully promoted multiple customer self-service tools, reducing Level 1 call volume by as many as 60,000 interactions annually.• Collaborated with other I/T groups to deploy innovative technology solutions to control costs while improving the quality of operations. Examples include: a fully automated notification and escalation system integrated with I/T's incident management application to reduce customers' wait for service and reduce Level 1 support time by as much as 3 minutes per interaction, and a phone system with intelligent routing used to prioritize physicians and other VIP callers, minimizing delays to reach support and connecting callers to the staff most qualified to address their issue. • Consistently met department and project budget targets and managed projects to ensure deliverables were completed on schedule. • Created service level agreements for I/T and vendor interactions and actively monitored subsequent performance to ensure obligations were met.

Executive Mba, Business Administration And Management, General

Bachelor Of Science, Psychology