End User Experience Manager
CurrentRL Canning Inc. is a global provider of information technology consulting and managed services headquartered in Chicago, IL. We deliver innovative IT services that offer our customers the flexibility to meet unique business needs and the opportunity to transform and perform through services. Our people, and their capabilities, make a difference and share a passion for excellence and commitment to the customer experience.Current and former responsibilities include: Administration… Show more RL Canning Inc. is a global provider of information technology consulting and managed services headquartered in Chicago, IL. We deliver innovative IT services that offer our customers the flexibility to meet unique business needs and the opportunity to transform and perform through services. Our people, and their capabilities, make a difference and share a passion for excellence and commitment to the customer experience.Current and former responsibilities include: Administration and architecture of one of the largest Nexthink installations to date. Assisting in managing and distributing workload, data collection, and data accuracy among the team as well as maintaining a relationship with the vendor.• Maintaining Nexthink environments totaling over 200k endpoints, 5 portals and 35+ engines.• Spearheaded all support tickets with vendor• Assisted in multiple integrations• Lead meetings with internal service owners to prove tool value and gain adoption of the tool• Meeting with stakeholders to verify all essential data is being collected and accurate• Worked with the vendor to influence and drive several version releases• Custom score creation for easy digestion of data• Ensuring that data is being continuously collected and validating dataManaged a service desk of 15 analysts. Worked day to day with the customer to drive alignment and processes though the Phase 2 go live. Administered the RemedyForce ticketing system and automated many manual processes.• Managed a team of service desk analysts and hired many more in preparation for phase 2 go live• Coordinated training and access for new hires• Administered RemedyForce Ticketing System• Automated and updated email communications to end users• Automated “3 in 5 Process”• Increases efficiency in team through new processes or process modification• Drove SLA’s above requirement even with ever increasing ticket volume• Expanded the responsibilities of each role on the team as members skill sets grew Show less
