Linda Lenox, Pmp, Itil Strategic Leader Email & Phone Number

Wichita, Ks, Us

Almost 50% of Service Desks fail to meet basic customer expectations….Now….re-imagine your IT Service Desk as the central hub of operational excellence, transformed from a reactive “help desk” into a strategic powerhouse, enabling seamless collaboration across departments.By leveraging the right tools, efficient workflows, structured processes, and empowered teams, the Service Desk can proactively resolve issues, streamline ticket management, and enhance user experiences.Ingleby Lenox, LLC, can reposition your Service Desk as a driver of innovation and continuous improvement, ultimately boosting productivity and aligning IT services with broader business goals.#ServiceDesksDoneRight

Greenville, South Carolina, Us

Publicly traded, $800+ million, consumer lender serving underbanked customers in the US and Canada markets. CURO currently operates over 600 branches, including Cash Money, LendDirect, Heights Finance, Southern Finance, Covington Credit, Quick Credit and 1st Heritage. Previously operated Speedy Cash (US), Flexiti (Canada) and Wage Day Advance (UK).Direct report to the CTO, leading a 24/7, multi-tiered Technical Support Center, Production Operations, Desktop Services, and ITSM for up to 4500 employees and up to 900 branches in US and Canada, corporate offices, and four call centers. Scope of leadership varied from 30 to 40 personnel and $4M budget.❖ Led Tech Support through the demand driven by the 2022/23 acquisition and integration of 600 US branches, simultaneous divestiture of multiple lending companies and a fast-paced cloud migration to close 5 data centers.❖ Implemented a Critical Business Impacting Incident process covering identification of issues, war room management, business and executive communications, post-incident review and follow up actions management.❖ Managed acquisition, implementation, integration and/or retirement of four ITSM solutions in three countries, and process improvement adoption by 13 non-IT departments driving 20K service requests monthly.❖ Assumed leadership of Change Advisory Board (CAB) and implemented an ITIL-based change process, integrating with ITSM solution, to capture and evaluate risk to the business, and measure success and impact of changes.❖ With HR, Security and Internal Audit, implemented consolidated, automated onboarding and offboarding processes resulting in a 95% on-time completion rate, up from 3% when TechOps assumed responsibility in Jan 2023.❖ Leading update of Disaster Recovery Planning and Business Continuity Planning from on-prem to cloud environment.❖ Led Network Services and Bus Apps teams for 6 months after departure of Infrastructure VP in 2023 completing in-flight projects on time.

Greenville, South Carolina, Us

Direct report to CIO leading up to 30 personnel, as part of a 24/7 multi-tiered technical Service Center and IT Service Management for CURO Financial Technologies’ corporate campus, four call centers, and over 400 store locations throughout the US, Canada and the UK.❖ Re-engineered Tech Support to provide 24/7/365 coverage for 3 countries, implemented an ITIL Service Operation framework, and managed up to a 400% increase in volume while continuing to meet and exceed 95% customer satisfaction and 90% service level targets. ❖ Implemented and maintained multiple support tiers, Knowledge-Centered Service (KCS), integrations with other IT teams, and an IT Travel Team performing over 900 semi-annual preventive maintenance and new store opening visits to US/Canada branches.❖ Established employee development career paths, productivity and quality scorecards, new hire program and on-going training/certification opportunities for analysts, and a manager mentoring program. Over 8 years, in addition to dozens of promotions, resulted in the growth of four employees from Support front line to Director level leaders.❖ Led IT Software Quality Assurance – 15 personnel in addition to Support from 2011 – 2016. o Updated testing protocols from only “high risk markets” to “all markets/all products” and full regression cycles. o Implemented automated testing, testing over 2,500 scenarios covering all products and markets.

Atlanta, Ga, Us

Largest privately held broadband provider and the third-largest cable provider in the US, serving around 6.5 million customers.Led 53 Network/Server Infrastructure, Production Support, and Application Development personnel supporting 4500 employees in the Cox Central Region and the Oklahoma system.❖ Implemented multi-state Regional IT Service Desk, SLAs and metrics/customer satisfaction benchmarking for all teams, using ITIL framework and educating/certifying team members on ITIL Foundations.o Overall IT SLA compliance rose from 40% to 95% in six months, maintained throughout merger and a 30% growth.❖ Consolidated SANs and server clusters, expanded VMWare environment, and established a Post Incident Review process.❖ Established an IT security function designed to detect and prevent network and server breaches.o 2010 Corporate IT Security audit returned an unprecedented zero findings.❖ Led fast, effective IT consolidation in the wake of the Cox Central Region merger, addressing security, email, telecom, server consolidation, and video conferencing/web needs.❖ Established relationships with Corporate IT that resulted in Central Region/OK being first choice for field testing enterprise applications, security initiatives and upgrades.

Atlanta, Ga, Us

Led 30 Telecom, Server and Network Management, IT Security functions, Help Desk, Desktop Support, and Asset Management personnel in support of Cox Communications Virginia System.❖ Integrated management and support of Roanoke and CMI network/server resources in support of consolidation.❖ Implemented IT Change Management, security processes and internal audits, and efficiencies that facilitated a 15% FTE reduction in IT Operations.❖ Virtual server environment that resulted in the decommissioning/reduction of 30 servers in data center, centralized license management and software deployment (SoftGrid), recouping hundreds of licenses.❖ Prepared and presented annual CAPEX and OPEX budgets to senior leaders, proposing upgrades and new technologies to ensure a high degree of security and availability of IT resources to end-users.

Smithfield, Virginia, Us

Led Help Desk, 2nd Tier Desktop Support, Asset Management, IT Strategic Sourcing, IT Training, IT Communications, Remedy Administration and Service Level Management functions in support of Smithfield East Coast facilities, the Smithfield Corporate office, and Smithfield Foods Executive office.❖ Re-engineered Help Desk and Desktop Support in line with ITIL framework for 3,000 geographically dispersed end-users; implemented single support portal strategy, SAP Go-Live and Stabilization support, service level management, IT strategic sourcing, asset management, IT communications, and OTS software literacy training. ❖ Led IT strategic sourcing initiative saving Smithfield $1.2M in first year.❖ Increased first level resolution from 10% to 60% and improved telephone metrics by 150% in less than 6 months.❖ Project management including Remedy ITSM implementation and upgrades, CMDB implementation, automatic call distribution (ACD).Process improvements resulted in the following recognition:❖ President’s Award – Smithfield Foods - 2007❖ Best Practices Award Winner for Business Process Improvement - Technology Managers Forum - 2006

New York, Ny, Us

Led Help Desk, HR and Finance Application Support, Desktop Support, System Account Management, and Asset Management for The New York Times, Boston Globe, and 42 business units. Process improvements for the newly established Shared Services Center resulted in the following recognition: ❖ ComputerWorld Premier 100 IT Leaders for 2003❖ Best Practice Awards Judge - Help Desk category – Technology Managers Forum - 2000 and 2001 ❖ Best Practices Award Winner - Help Desk category - eWEEK and Technology Managers Forum - 1999

Ms, Telecommunications Management

Bs, Business Management