Eric Saxe Email & Phone Number

St. Louis , Us

Responsible for a team of a 17 blended onshore and offshore engineers including one manager that supports the middleware infrastructure for (IIS, Websphere, Liberty, PEGA JBoss EAP/JWS).Key Accomplishments: • Monitor and maintain support for over 700 applications for 24x7x365. • Supervise the creation and maintenance of monitoring tools on Dynatrace, Sitescope and Spelunk. • Proactively identify areas team members need to improve. Coach and mentor team members, ensure follow up and provide feedback to stakeholders. • Proper documentation and tracking of opportunities for team member improvement. • Provide regular feedback to Management on team performance and how department can improve. Also, provide feedback on potential roadblocks and department needs. • Monitor quality of calls, tickets and customer service to ensure team expectations are met, provide feedback to employees and summary to upper management. • Facilitate and foster a work environment that is proactive, innovative, positive, team-friendly, focused, accountable, and efficient & reliable. • Review monthly feedback forms with team members, input yearly team member goals. • Manage monthly Service Request Metrics used in ServiceNow platform. • Managed the Monthly, Quarterly and Yearly Service Metrics, and Platform Agreements. • Managed Off-shore Contractors and their corresponding contracts. • Managed compensation yearly review for all engineers.

St. Louis , Us

In my current position, I oversee all aspects of IT core operations, including enterprise scheduling platform administration,tier one operational monitoring, IT systems analysis, and file/data transfer management. I lead a cross-functional team of21 employees, including hiring, training, and employee development. I also analyze and identify opportunities for processimprovements and workflow efficiencies, ensuring change control is performed and aligned to corporate standards. I’ve made several significant contributions during my time here, among them:► Ultimately responsible for 5 million checks being produced for members and providers totaling $7 billion dollars.► Created department metrics and tracking sheets to measure technician and department performance.► Introduced testing to measure knowledge retention among technicians.► Developed and implemented standardized work flow intake and SLAs utilizing ServiceNow► Established policy, process, and standard operating procedures (SOPs) for department► Created new work flow process, within existing ticketing system. This includes, SLAs, Metrics, and satisfaction surveys.

In my current position, I oversee all aspects of IT core operations, including enterprise scheduling platform administration,tier one operational monitoring, IT systems analysis, and file/data transfer management. I lead a cross-functional team of20 employees, including hiring, training, and employee development. I also analyze and identify opportunities for processimprovements and workflow efficiencies, ensuring change control is performed and aligned to corporate standards. I’ve made several significant contributions during my time here, among them:► Ultimately responsible for 2.2 million checks being produced for members and providers totaling $3.2 billion dollars.► Created department metrics and tracking sheets to measure technician and department performance.► Introduced testing to measure knowledge retention among technicians.► Developed and implemented standardized work flow intake and SLAs utilizing ServiceNow► Established policy, process, and standard operating procedures (SOPs) for department► Created new work flow process, within existing ticketing system. This includes, SLAs, Metrics, and satisfaction surveys.

Nashville, Tennessee, Us

While working here, I oversaw technical problem management, conducting reactive root cause analysis and proactive trendanalysis. I also assessed efficiency of operational processes and remediated, documented, and implemented changes asneeded to provide consistent client satisfaction. And I performed analysis on recurring problems, identifying trends and keyproblem areas.I had a number of achievements here as well, including:► Improved end user satisfaction by decreasing average problem resolution time from 75 to 31 minutes.► Achieved $2M in savings by creating hundreds of new practices based on ITIL standards.► Coached key stakeholders and team members on quickly resolving common issues.

Nashville, Tennessee, Us

In this role, I directed the coordination and facilitation of training for employees covering new policy, process, andtechnology partners. I evaluated and revised training manuals, ensuring correct formatting, as well as wrote policies toensure compliance with ITIL standard.My accomplishments here were:► Accelerated productivity by developing, implementing, and maintaining training and policies for Operational Excellenceteam.► Saved approximately $1M per year with training and efficiencies gained from new IT ticketing platform.

Nashville, Tennessee, Us

Responsible for the global support for all of ASURION's Application Infrastructure support on a 365 day, 24 hour basis. Maintaining a 99.999% uptime of applications and support systems is the number one priority, while exceeding internal customers expectations.Recruits and interviews prospective staff to fill project and functional needs.On-boards new hires by orienting them to the company and coordinating functional training, and prepares staff members for new assignments by providing project-specific guidance, familiarization, and trainingMaintains an inventory of core competency skills and tracks individuals' skills by proficiency, frequency and context of use. Run and develop SQL queries to dive into data or update tables. Monitor company IT environment using monitoring tools like Spunk, OpNet, PRTG, Nagios, and Spectrum. Escalate and work with other teams in order to resolve major incidents affecting business production.Manages resource utilization with respect to project and functional staffing needs, measuring productivity, forecasting future staff needs, identifying skill development needs and capacity planningAssists staff members with career development by coordinating individual development plans, coaching and mentoring, and preparing the staff member for promotion and/or successively more responsible positions.Manages performance by setting performance goals, assigning performance objectives, aligning individual and collective goals, collecting performance feedback, conducting performance reviews, and disciplinary actions.Initiates staffing requests for both full time and contracting resources.Define and maintain a vendor scorecard to drive quality and cost effective resource solutions.

Nashville, Tennessee, Us

Here, I oversaw 365/24/7 global support of company application infrastructure, monitoring IT environment and resolvingmajor incidents. I also managed resource allocation, vendor relationships, employee development, and performancereviews.A selection of my contributions:► Maintained 99.999% uptime of applications and support systems while exceeding customer expectations.► Designed new network operation center and coordinated move into new location.

In this position, I Managed tech support for residential, wholesale, and commercial customers, meeting service levelagreement (SLA) objectives for 42K calls monthly. I also supervised 40 employees, including training and employeedevelopment.My achievements:► Decreased average speed of answer from 12 minutes to less than one minute.► Reduced mean time to repair to six hours or less.

I supervised a team of technicians, coaching and training employees to realize potential. In addition, I collaborated withnetwork operations center, customer service, and field repair teams to maximize customer satisfaction.My accomplishments included:► Decreased average customer call time from 21 minutes to under six minutes.► Created and maintained technician training guidelines and policies.