Jon Savidusky Email & Phone Number

Madison, WI, US

Madison, Wisconsin, United States

• Leadership of the TDS and OneNeck IT Service Desks.
• TDS Service Desk: First level internal IT support for 10,000+ end users across the TDS Enterprise.
• OneNeck Service Desk: First level technical support and system alert mitigation for Managed Services and Microsoft CSP customers of OneNeck IT Solutions.
• Span of Responsibility: 5 supervisors, 35-45 team members, 20,000–30,000 support tickets per month.
• Accountable for all aspects of service delivery, including service definition, relationship management, strategic planning, SLA performance, metrics & reporting, resource management & development.

Middleton, WI

• Leadership of the Client Solutions, Operations Support and TDS Enterprise Service Desk teams.
• Client Solutions: Administration and support for end user IT systems, including operating system, virtual desktop environment, application deployment, software licensing compliance, and video collaboration.
• Operations Support: Lifecycle management for 5,000+ end user IT devices and virtual desktops, including procurement, deployment, break/fix support, retirement, and asset tracking.
• TDS Service Desk: First level internal IT support for 10,000+ end users across the TDS Enterprise.
• Span of Responsibility: 5 supervisors, 40-45 team members, 10,000-12,000 support tickets per month.
• Accountable for all aspects of service delivery, including service definition, relationship management, strategic planning, SLA performance, metrics & reporting, resource management & development.

Middleton, WI

• Leadership of the TDS Enterprise Service Desk.
• Span of Responsibility: 5 supervisors, 35-100 team members, 15,000-50,000 support tickets per month.
• Accountable for all aspects of service delivery, including service definition, relationship management, strategic planning, SLA performance, metrics & reporting, resource management & development.
• Implemented a shared resource model to combine separate business unit Service Desks into a single, cross-trained Enterprise support team.
• Developed a ‘balanced scorecard’ approach to metrics and performance management.
• Led a rapid expansion from 35 to 99 technicians in support of a large-scale business unit initiative.

Middleton, WI

• Leadership of the Client Services team, providing lifecycle management for 5,000+ end user IT devices, including procurement, deployment, break/fix support, retirement, and asset tracking.
• Accountable for relationship management, strategic planning, SLA performance, metrics & reporting, resource management & development, vendor/supplier management.
• Provided coaching, support, and career development assistance to team members.
• Maintained high levels of business results and employee satisfaction.

Middleton, WI

• One of three supervisors for the U.S. Cellular IS Support Center, providing first level internal IT support for U.S. Cellular associates, agents, and contractors.
• Provided coaching, support, and career development assistance to team members.
• Coordinated day-to-day operations to ensure achievement of team performance commitments.
• Drove the continuous improvement of internal processes and capabilities.

Middleton, WI

• Operational support role within the U.S. Cellular IS Support Center.
• Ownership of the Knowledge Management and internal trainings programs.
• Prepared the team for new support rollouts or other support changes.
• Leadership of small projects and contributed to department and/or enterprise level projects.

• Multiple levels of the Support Analyst role within the U.S. Cellular IS Support Center, providing first level technical support.
• Authored and conducted quality assurance for technical documentation.
• Facilitated the major incident management process.
• Provided peers with mentor assistance for technical/procedural questions.