• Successfully on-boarded global applications to be supported by the Global Service Desk• Created and implemented large scale outage procedures for global solutions• Developed meeting structure for different employee levels ranging from agent to VP• Investigated and implemented operating hours of the two GSD locations to provide support for ten countries• Provided expertise on methodology and approach to share knowledge across Aldi South Group • Conducts GSD Service meetings to service owners• Conduct interviews to fill GSD agent positions• Perform annual performance evaluations and goal reviews • Conduct monthly one-on-ones to provide feedback and growth to GSD personnel• Creation of agent personal goals and responsible of yearly performance reviews• Assist in creation of KPIs, SLAs and OLAs• Resource planning• Create implementation schedules for roll-out• Creation and coordination of system and regression testing

• Conducted service meetings• Created day-to-day processes and procedure to increase efficiency• Oversaw the day-to-day operation of 4 Center of Expertise agents that supported SAP• Collaboration with the integration team for resolution to aging tickets • Creation and presentation of reporting to VPs• Created and executed Solution Manager training to end users• Created communication and knowledge articles for end users of SAP

• Developed and led 25 helpdesk agents• Primary supervisor responsible for staffing the ALDI helpdesk• Creation of job descriptions• Provided recommendations for promotions, improvement plans, and terminations• Conduct one-on-ones, goal reviews, and performance evaluations• Responsible for training agents on all solutions the helpdesk supported• Created knowledge articles• Responsible for agents payroll • Developed resourcing schedules

• Provides support for requests regarding hardware, software or network issues • Creates a written ticket logs and documents issue thoroughly, resolves and meets timely resolutions• Knowledge of ALDI's business system environment and processing requirements; ability to understand overall data flow from user specifications considering all input and output, hardware, software and the operating environment• Provides support to, corporate offices, 18+ divisions, and 1200 + stores and training centers• Provides guidance on methodology and approach to share knowledge across Aldi South Group countries• Monitors deployment of projects• Contacts appropriate internal personnel or external vendors when required• Has the responsibility and ability to carry out individual tasks to support Global Leads which are of the nature of the job description or result out of necessity of the business• Adheres to standards, policies, and pre-established guidelines to perform the functions of the job