Larry Schweizer Email & Phone Number

Chicago, Il

Manage the relationship and performance of an outsourced Level 1 Service Desk and Level 2 technicians supporting sales, corporate and warehouse employees. Collaborates with business partners to ensure the IT Support key performance indicators are aligned with the current business strategy and agile enough to support changes and growth. Responsibilities include, but are not limited to, ensuring a first call resolution of 80% or greater supporting the Lawson Sales Team, maintaining and refreshing all corporate computers, developing and updating the support knowledge base as well as customer facing job aids, managing access administration processes, supporting Office365, as well as the overall corporate PC strategy and procurment.

Itasca, Il

Responsible for transitioning legacy OfficeMax ITSM functions to the OfficeDepot ITSM teams. Annually; 300k Incidents, 9k Changes, 3k Knowledge articles. Contributed to the design of the ITSM strategy for the combined IT organization through collaboration, brainstorming and decommissioning Remedy 7.6.

Itasca, Il

Manage all Service Desk activities, processes, and strategies of a technical and diverse team providing multifunctional, multiplatform first and second level major / urgent incident service restoration activities, minor incident support, problem management, change management, knowledge management, request fulfillment, information security administration, and workforce management.Developed and executed a strategy to consolidate two OfficeMax Help Desks into one Service Desk through formalized/modular training, resource planning and introducing a standardized knowledge process.Directly manage four Resource Managers and responsible for a team of sixty full time associates and contractors delivering support of IT services twenty hours a day and 363 days per year. Focus on continuous improvement of the Service Desk key performance indicators; average speed to answer, first contact, overall resolution as well as client and associate satisfaction.Insourced the OfficeMax Canadian Service Desk (Grand & Toy) and maintained Service Level Agreements without increasing staff size. Upgraded Remedy ITSM suite from 5.x to 7.6 Participated in two Service Desk outsource evaluations. Both evaluations deemed the productivity and cost of the insourced model was better than outsourcing.Responsible for forecasting and managing a $4M annual budget.

Itasca, Il

Managed technical and procedural support for all OfficeMax non-retail customers via a 14 hour a day, 5 days per week Help Desk.Managed insourced desk-side support resources responsible for pc deployment, printer lifecycle, wireless telephones and various software deployment strategies.Developed, negotiated and managed an outsourced desk-side support program for 128 remote sites.

Itasca, Il

Supervised a team of nine Help Desk associates responsible for incident resolution. Transitioned logon ID administrative functions from the security team to the help desk which resulted in improved service levels, accuracy and resource flexibility.Independently managed the urgent incident / IT service restoration process.

Itasca, Il

•Was responsible for the business forms sales strategy to include customer integration and relationship management for large contract customers. Annual sales approximately $2M. •Attended key sales trade shows and customer presentations to discuss the value add of Boise’s business forms program.

Traveling Position

•Supervised a team of traveling trainers responsible for system and process training and implementation of distribution software supporting forty-five nationwide distribution centers.•Conducted bi-annual performance evaluations and salary recommendations•Project manager for delivery systems development and implementation..

Itasca, Il

•Professionally managed order entry, pricing requests and credits for Boise’s thirty largest Chicago area customers with combined sales exceeding $100M.

Itasca, Il

Education record

Education record

Education record