Larry Tan Email & Phone Number

Chicago, Illinois, United States

Implement and build out 24x7 Service Desk operations. Lead a team responsible for delivering exceptional customer service. Collaborate with various stakeholders, including application owners, management, vendors, and teammates, to ensure effective support for service users. Contribute to projects aimed at improving efficiency and enhancing the end-user.

Chicago, IL

• Developed the SDI IT Innovation Hub Contact Center to be a mid-size national IT Managed Shared Services Provider, balancing growth with customer satisfaction, account expansion, talent development, scheduling, and.
• Oversaw accountability for 48,000 supported users, over 114,000 customer calls per year and over 120,000 customer contacts per year
• Onboarded 2 new customers to grow and take on increase in call volume from 6800 to 9500 calls per month
• Reduced operating costs by 15%
• Migrated from PanTerra to Amazon Connect VOIP system for a savings of 40%
• Migrated 3rd Party provider inhouse for a savings of 15%

Chicago, Illinois, United States

• Built, led, motivated and managed the Service Desk to deliver outstanding technical and non-technical support in a manner that is both timely and satisfying for the firm’s largest government account, City of Chicago.
• Responsible for SLA compliance
• Decreased average call time from 11 minutes to 6 minutes
• Decreased abandoned calls from 2.2% to 0.6%
• Increased First Call Resolution from 75% to 95%
• Maintained a customer satisfaction score of 4.8

Chicago, IL

• Managed and led the IT Services Service Desk and Walk-up Support Desks and enabled them to deliver an efficient customer support service in line with ITIL best practice guidelines and a delightful customer experience.
• Managed and scheduled Service Desk analysts for support of a user base of approximately 15,000 averaging 1,800 calls and 2,000 tickets per month
• Designed and delivered SLA compliance reporting and Continuous Service Improvement metrics

Chicago, IL

Oversaw and performed all ITIL Incident, Problem Management and Metrics procedures and processes for Treasury Securities & Services (TSS) of $97B company.

Naperville, IL

• Headed enterprise-wide effectiveness and efficiency for IT Service Desk, Desktop Services, Data Center Operations and IT Asset Management group for $8.6B company. Controlled and administered two of the largest key O.E..
• Facilitated and scheduled Service Desk analysts for support of a user base of approximately 2,000 users averaging 1,200 calls per month
• Reduced payroll budget $500K, by establishing a Strategic Direction plan, flattening organization, creating flexible team with increased skill/knowledge base in key technologies resulting in increased service levels.

Chicago, IL

Managed staff of technicians providing Executive Desktop Support and Voice Services at Aon Offices nationwide. Managed delivery of all services in support of IT outsourcing contract with BancTec covering Aon Midwest Region offices, Executive Support users, Corporate office, Aon Consulting Worldwide and Aon Services Corporation business units (10,000+.

Chicago, IL

Managed delivery of all IT services covering Executive Support, Aon Services Corporation, Aon Consulting Worldwide, Aon Reinsurance and Aon Risk Services (10,000+ users) for $10B company. Owner of the National Desktop Standards & Support Procedures Community of Practice. Led the Standard Operating Procedures Resources group responsible for providing all.

M.S., Information Systems

B.S., Commerce