Eric Reding Email & Phone Number

Omaha, Ne, Us

Lead a team of IT support analyst which provides technical support for internal applications, remote VPN access, virtual desktops, network connectivity, telephony, desktop hardware, software, and provisioning of conditional access management Implemented Service Operations Workspace within ServiceNow, enhancing productivity measures and streamlining customer contact reporting for the Solution Center TeamAutomated weather alert communications, leading to faster response times and more consistent messaging

Des Moines, Iowa, Us

Led a team of service desk technicians who provided level 1 & 2 technical support solutions for custom internal applications, virtual desktops, Microsoft environments, telephony, desktop hardware, software, and provisioning of conditional accessManaged the service desk team by hiring, training, providing performance evaluations and employee developmentResponsible for testing and deploying of monthly Windows security patches to desktops at remote locations and regularly reviewed system accessReviewed support ticket trends and partnered with infrastructure and application teams to identify root cause and implement solutions Responsible for engaging infrastructure engineers to facilitate quick and efficient recovery of issues effecting IT operationPartnered with engineers in testing, implementation, and communication of enhancements to infrastructure technology. Projects included deployment of Defender and Intune to endpoints, migrating to O365, upgrading VMWare Horizon environment and migrating end users Enacted major incident process by engaging infrastructure engineers to facilitate quick and efficient recovery of high priority issues effecting operationsDrove pending action items identified in major incidents in effort to remediate future occurrences as part of the problem management processProcured hardware, deployed and owned the lifecycle of hardware which included inventory, repair, replacement and disposal of equipmentLed effort to outsource desktop hardware deployment to third party vendor to reduce cost and improve service desk efficiencyEstablished and maintained a knowledge repository for support documentation and procedures Developed and implemented change and problem management processes and controls Led initiative to upgrade IT ticketing system to an ITSM Service Management tool (Cherwell)Incorporated acquired business customers and IT systems into service desk support by providing documentation and technician training of new systems

Minneapolis, Mn, Us

Act as primary vendor relationship leader for desktop operations & support vendor teams. Role responsibilities include contract adherence and ensuring performance levels are being met Actively participated in live sourcing events, evaluated vendor responses, and consulted with other key stakeholders in selecting a desktop hardware vendor.Elicited business requirements for desktop operations as part of RFP efforts to identify best desktop hardware support vendor using brainstorming sessions and documentation analysis.Facilitated collaboration efforts with key stakeholders in writing new vendor contract and led vendor transition.Accountable for ensuring 25,000+ HQ workstation assets in Service Now Asset Management adhere to lifecycle standards. Supplied business requirements to development teams in effort to create Service Catalog forms for desktop operations, tested Service Catalog requests for proper functionality, and ensured adoption of new request forms.Created & prioritized user stories for scrum team that developed Service Now Asset Management tool, tested tool for business and functional specification, and ensured adoption of new tool.Documented process flowchart video conference support, conduct process analysis with technology support teams, presented recommended process improvements to leadership. Led value streams mapping, identified process waste, and implemented process changes in effort to eliminate process waste.Completed basic Agile train and have conceptual knowledge of agile methodologies.Serve as liaison by gathering inventory & deployment data for budget owners, and provide recommendations on current equipment needs and aging hardware disposal.Key accomplishments:1. Successfully reduced service level agreement and transitioned computer hardware vendors with minimal to no impact on end users of service.2. Migrated IT Asset Management Tool from HPAM to Service Now

Minneapolis, Mn, Us

Provided guidance on batch processing (Control-M) tool requirements to application teams implementing batch processing schedules to ensure successful implementation. Acted as job scheduling technical resource to on application team designing job schedules. Managed day-to-day operations of job scheduling. Task included work direction, implementation guidance and performance feedback.Provided key metrics to leadership and drove improvement on metrics. Key accomplishments were:1. Reduced implementation defect rate from over 10% to below 5% in 18 months through resource training and process improvement.2. Simplified and reduced work intake review by updating tool requirements documentation and transitioned to contractor resources

Minneapolis, Mn, Us

Assessed impact of technology issues while working with management, support and client groups to facilitate a quick and efficient incident recovery. Created and maintained 24x7 phone coverage and on-call schedule for 12 team members. Worked with peers to develop and implement new processes, and update existing documentation to increase team efficiency and productivity through the use of ITIL methodology. Communicated high severity incidents to Target Technology Services leadership and business clients as part of ITIL Service Desk. Documented recovery information for Root Cause Analysis meetings. Attended meetings held by Problem Management to determine root cause of incident. Acted as representative at weekly outage planning and change meetings to evaluate impact to Client Support Center helpdesk. Planned for upcoming system outages and technology changes by communicating outage details to impacted clients and call center specialists. As team lead responsible for training and feedback to other Incident Managers. Acted as Lead on Duty for approximately 30-60 call specialists on weekends.

Minneapolis, Mn, Us

Managed daily operations of call center to meet goals by identifying global technology issues, used call center resources to accommodate increased call volume and engage 2nd level support to begin recovery.Coordinated call center efforts utilizing various tools: TPM\​REMEDY, IVR messages and Center Vu.Analyzed improperly handled tickets, identified trends, and implemented steps to improve ticket handling. Answered various business, system, and application support calls from support, vendors and call center agents.Trained 100+ call center agents on all Target Corporate, Stores, Distribution Center and Voice systems.Handled first-level incident troubleshooting and recovery for all Target systems. Provided quality customer service by exercising proper ticket management, contributing to team knowledge base, and partnering with second level teams to resolve client issues.