Lars E. Email & Phone Number

Hanover, Maryland, Us

Hanover, Maryland, Us

Lived in: India, Canada

Sunnyvale, Ca, Us

Lived in: Singapore, India, USAResponsible for unifying internal support strategy with our employee self-service support web platform for IT, Production Operations, HR and Finance departments. Created vision for and developed managers for four core teams: Global 24x7 IT Service Desk; Customer and Support Effectiveness (responsible for Metrics, Knowledge Management, Training, and the 7-star customer experience); Support Intake and Delivery (Project Management); and Software Development and Analysis - ServiceNow.• Headcount ~40. Budget ~6M annual. Two worldwide locations.• Achieved ≥ 98% SLA; ≥ 98% agent satisfaction; ≥ 97% customer satisfaction with a yearly NPS score of 44.• Maintained IT case volume with >40% LinkedIn employee growth and >70% additional service offerings since 2014 by introducing Knowledge Management, self-service, an automation program and driving transparency and consistency in SLAs and KPIs across IT.• Developed strategy to map the customer support experience to the self-service web experience. This resulted inincreased self-service usage by 52% after re-launch of a newly designed service management platform to allLinkedIn employees and support agents across IT, Finance and HR.• Rolled out change management and problem management within the ServiceNow platform for all of IT.• Introduced 24x7 IT support and saved $200k annually by shifting weekend support cost to a lower tier of support.• Launched Chat Support - a new, lower cost support channel which allows support analysts across IT and HR to work with up to three customers at one time.• On-boarded new teams onto the ServiceNow platform for support ticketing.• Designed and implemented a multi-year roadmap and processes for operationalizing ServiceNow softwaredevelopment lifecycle, requirements prioritization, feature enhancements, upgrades, and maintenance.

Raleigh, Nc, Us

Lived in: India, Ireland, United Kingdom, Singapore, USA, ChinaIT Manager responsible for global 24x7 delivery of Service Desk function to the Red Hat organization supporting the broad spectrum of IT, Facility and Finance services to almost 6500 employees and contractors. Center operations are based out of Raleigh, NC USA and Pune, India. Core responsibilities include all aspects of business unit operations: execution of day-to-day operations, core competencies ownership and management - tools, processes, communication, service delivery planning and solution integration, strategic initiatives, service level agreements and financial and personnel management.Highlights• Coordinated organizational alignment of the Service Desk and Regional IT groups. • Completed transformation of support model & key constructs of operation. • Portfolio expansion: New Self Help Portal. • Built a team to focus on implementing Knowledge Centered Support (KCS) supporting IT. • Reduced cost by transitioning over 300 support processes from higher-level support teams to the Service Desk. • Defined appropriate set of metrics that enabled the Service Desk to deliver the highest level of service delivery through focus on key performance indicators. • Accomplished a 30% increase in productivity for Service Desk agents through automation and process simplification. • Achieved ≥ 96% customer satisfaction.