Heath Larson Email & Phone Number

Brooklyn Park, Mn

• Responsible for startup, engagement and driving high severity technical issues to recovery.• Created companywide communications detailing recovery actions and business impacts.• Reviewed changes and problems to drive understanding in the root cause analysis process.• Created and implemented training to onboard new onshore and offshore resources reducing the required training time by one week.• Proficient in using Kepner-Tregoe problem solving and decision making methodologies.• Implemented automated bridge setup process reducing the time needed to setup a recovery bridge by five minutes for every call.• Created training, managed testing and oversaw system validations as a subject matter expert during xMatters engagement and notification deployment.• Managed monitor alerting process for technology operations center.• Managed team schedule and on-call rotation ensuring 24x7 coverage.• Created and updated internal wiki pages with team and process information.

Brooklyn Park, Mn

• Responsible for providing quality related feedback to 30 technical call center specialists and collaborating with leads on individual quality goals.• Worked as subject matter expert (SME) for all technical support areas within call center. • Facilitated new hire training through one on one coaching and class room instruction.• Led quality committee responsible for a 13% improvement in quality scores over a 3 month period.• Partnered with business and technical resources to automate credit restart process and reduce recovery time by seven minutes.• Supported ServiceNow deployment as a subject matter expert to over 100+ specialists and 75 vender partners.• Created, reviewed and updated technical troubleshooting documentation used by 100+ onshore and offshore resources.

Brooklyn Park, Mn

• Assisted Target Corporate, Store, and Distribution Center team members with the recovery of technical issues.• Led development sessions as a mentor to new team members.• Developed and executed a training program to support the transition of overnight call responsibilities to vendor agents and leadership. • Created, reviewed and updated technical troubleshooting documentation.

Bs In Information Technology, Information Technology, 4.00

Associate Of Science (A.S.), Information Technology