Leia Strothcamp Email & Phone Number

City Place

Service Management Managero ITIL Methodology ▪Introduced Incident, Request, Problem, Change and Critical Management. ▪Wrote the SOP’s Standard Operating Procedures for each module and trained all of IT.o Managed Client Systems administration team. ▪Ensured we met Customer Objectives of the Client Systems Team. Monitored and drove down Average Handle Time (AHT) and After Call Work (ACW) without impact to Incident Resolution (IR), Average Speed to Answer (ASA), or Customer Satisfaction. ▪Improved customer satisfaction by building a dialog, listening to the customer’s needs and providing solutions, Maintained a 97% Customer Satisfaction rate.o Managed Change Management for all the IT department. ▪Managed Change Management for all of IT resulting in approving over 1,000 changes last year with a 90% success rate. ▪Implemented Change Management Process and Procedures to the Infrastructure teams, these processes were defined to assist in ensuring that the IT infrastructure stays aligned to Bunzl business requirements with a minimum amount of risk. Looking to enable rapid change while minimizing the possibility of disruption to services.o Managed Service Now ▪Negotiated contract for 3-year period resulted in a reduction of over 20% ▪Developed discovery calls for all stakeholders and grew the company’s usage of SN over 50% ▪Drove Knowledge Base articles up 75% improving customer satisfaction in self service.o Managed Security Awareness Program ▪Led Security Awareness Program, reducing phishing susceptibility from 18% to 4% through quarterly campaigns and monthly training. ▪Managed our partnership with Optiv, achieving 100% training completion in 2023 through daily reporting and task management.

Maryland Heights, Mo

o Managed, mentored, and developed a team of Support Specialists.o Introduced Incident, Request, Problem, Change and Critical Management processes along with writing the SOP’s Standard Operating Procedures for each module in the Service Now platform.o Fostered a collaborative and positive team environment that promoted high performance and continuous learning.o Conducted regular performance evaluations, provided constructive feedback, and created development plans for team members.o Managed, mentored, and developed a team of Support Specialists.o Introduced Incident, Request, Problem, Change and Critical Management processes along with writing the SOP’s Standard Operating Procedures for each module in the Service Now platform.o Fostered a collaborative and positive team environment that promoted high performance and continuous learning.o Conducted regular performance evaluations, provided constructive feedback, and created development plans for team members.o Drove the implementation of Mobile Device Manager (MDM) Identify, Access Management (IDM), and VPN to environment by setting up roadshows, documenting step by step instructions and firsthand assistance with our customers.o Organized and facilitated Agile into the Service Desk environment by daily planning, backlog grooming, retrospective and collaboration with our Product Owner.o Ensured there was collaboration, prioritization, team accountability, visibility and continuous improvement

Greater St. Louis Area

o Managed 7 direct Customer Service Managers with 20 per team analyst servicing 100,000 members.o Managed the team performance to deliver a true Customer Centric experience for each member.o Managed resources to ensure we met objectives and stay within assign budget.o Ensure compliance with the organization’s policies and government regulations were met.o Directed the review of operations systems and procedures, recommended improvements to increase efficiency.

o Managed 5 directs to support daily operations for Enterprise Helpdesk. Supported 150,000 users.o Responsible for coaching, issue resolution, service level compliance, and quality assurance.o Revitalized and restructured teams to improve productivity across 5 supervisors with 24x7 support.o Implemented call scripts/campaigns to focus on driving defects out.

o Managed 4 supervisors and senior agents to ensure customer service levels were met.o Developed staff through consistence coaching, career counseling, mentoring and training.o Conducted all performance planning, review, hiring and disciplinary actions.o Specialized project work including Offshore Consolidation, Incident Reduction, Voice of the employee, Focus Group Development and Team Building.o Transitioned Single sign on password resets to offshore team which simplified support, enabled utilization of existing staff in India and reduced expense for SSO password resets from 2150K per year to 100K per year.o Responsible for coaching, issue resolution, service level compliance, and quality assurance.o Revitalized and restructured teams to improve productivity across 5 supervisors with 24x7 support.o Implemented call scripts/campaigns to focus on driving defects out.o Transitioned High Severity 1 support for all Lines of businesses to one support team which allowed simplification of processes, promoted standardization and reduced expenses resulting in an annual saving of 198K as 10 resources were released.o Managed offshore consolidation.o Implemented Incident Management team.o Set up and Manager a 24x7 Command Center managing 2 supervisors that monitored all systems and escalated as needed to on call staff.o Wrote process and procedures to escalated and manage critical incidents.