Heather Mueller Email & Phone Number

Appleton, Wi, Us

United States

United States

Appleton, Wi

Currently part of ServiceNow Admin team and CSA certified in 2019. Currently working on a cross divisional team to improve Knowledge Adoption and Customer Self-Serve support methods through a combination of Service Portal improvements and marketing/training opportunities. Along with daily work around Incident and Service Request process management.In 2018/19, Lead the entire Technology division at Gannett through the ITIL adaption process. Incident Management process owner and Knowledge and Problem Management Stakeholder. Monitor ticketing system to ensure ITIL principles are followed. Offer training to teams on ITIL workflow around Incidents and Service Requests. Previously managed relationship with outsourced HelpDesk team by monitoring workflow and processes and ensuring the SLAs and contractual agreements are met by the vendor. Provide continued guidance and training to the Offshore team.

Appleton, Wi

Direct Manager for Enterprise Level 1 Support team ensuring the best technical support possible to all Gannett employees. Indirect manager for Commerce and Digital Level 1 support teams. Also responsible for the Intake team which is the primary point of contact for all support requests via phone, email and self-service system. Develop, implement and monitor adoption of processes and procedures for HelpDesk team. Provide coaching and training for analysts. Encourage development of analysts to retain talent.

Appleton, Wi

Monitor day-to-day of the Help Desk team. Provide remote support to Gannett Midwest Group employees. Manage team of 7 associate analysts across multiple locations. Worked to create standards across group for processing help desk tickets. Responsible for maintaining & updating documentation for procedures.

Appleton, Wi

Provide technical support to Gannett Midwest IT group via Phone and ServiceNow ticketing system. Provided support for a variety of systems across all divisions. Documented troubleshooting steps and issues via ticketing system if unable to solve the issue for escalation teams.

Serve as liaison between advertising staff, customers and production staff. Monitor and prioritize workflow on a daily basis. Troubleshoot technical issues for internal and external customers. Troubleshoot quality issues and file issues.

Supervise 3rd shift in Ad Production department. Responsible for troubleshooting software and equipment problems, monitoring work load to meet multiple daily deadlines, research and solve internal and external customer inquiries, create staff schedules to cover work load, write and administer performance evaluations, participate in hiring process, launch and maintain quality programs.

Responsible for launching a new 2nd shift of ad designers. Launched several quality procedures in the department to reduce mistakes and credits. Launched or revamped several motivational and reward programs. Wrote and administered performance evaluations. Worked to improve communication between advertising and pre-press departments. Participated on AdQ committee to strive to reduce credits company wide. Created new reward program with AdQ. Also participated in Career Development programs in 2007 and 2008.

* Monitor and sort work to meet deadlines* Train new employees in department policies and procedures* Design advertisements based on customer/sales executive directionsWorked with AdTracker software, QuarkXpress, InDesign, Adobe Photoshop, Illustrator, MS Office.

Worked as an editorial assistant at the News Chronicle doing layout of weekly publications, classified ad layout, typesetting of legal copy. Transferred to AutoPlus Magazine in 2002.AutoPlus magazine responsibilties included: Typesetting ad copy and uploading photos from customers and sales reps. Design of full page automotive ads to customer expectations. Take corrections from customers and/or sales reps. Laid out the publication on a weekly basis and sent files to the printer. Weekly press checks. Troubleshooting problems with software and equipment. Worked with Adobe Photoshop, Illustrator, QuarkXpress, database software on a MAC platform

Created promotional material for eight different areas including but not limited to: National and local musical acts, comedians, social activities, trips and more. Materials produced include: posters, banners, fliers, table tents and more. Single color and full color productions.Helped the advisor upgrade the software for future graphic designers. Used MAC platform and Adobe software.

Associate'S Degree, Computer Programming, Specific Applications

Ba, Communication Arts/Graphic Design

Ba, Communications