Luc Richard Email & Phone Number

United States

IT Service Desk Manager

Draper, Utah, United States

• Acted as the Subject Matter Expert (SME) and IT lead for project to replace the organization’s service management platform: analyzed cross-functional support team survey feedback, led support team focus groups.
• Rebuilt the Service Desk team by creating new roles and onboarding three new Sr. Support Specialists
• Developed career paths and development plans for individual team members resulting in two promotions
• Revamped and optimized the team's knowledge management framework and processes
• Applied a data-driven approach to drive customer service and improve organization-wide outcomes
• Developed a weekly service management KPI dashboard used by executives and team leaders across the organization to drive the University’s Net Promoter Score

Greater Salt Lake City Area

• Leader of the Network Operations Center (NOC) and IT Service Desk teams
• Implemented and supported the company's IT Service Management system (ITSM), applying the ITIL framework
• Implemented the company’s endpoint management system for over 6,000 endpoints and synchronized the asset inventory to the ITSM configuration management database (CMDB)
• Reduced the IT Service Desk’s open ticket count by 60% and reduced incident mean time to resolve (MTTR) by 50% within a 6-month period with no increase in staff
• Directed IT Operations teams to order, provision, configure, and support desktop hardware and software, enabling a significant portion of the company's employees to work remotely in 2020
• Managed the Network Operations Center (NOC) for 24/7/365 operation with no gaps in coverage, and consistently exceeded the company's uptime SLA's

Greater Salt Lake City Area

• Managed IT infrastructure and operations at multiple sites
• Managed key customer relationships
• Regional data center management
• Call center infrastructure support
• IT service management utilizing the ITIL framework
• Continuous process improvement using KPI's

Greater Salt Lake City Area

• Managed IT application development, application support, and DBA teams
• Managed a portfolio of 50+ Finance, Accounting, and administrative applications
• Alignment of IT resources with business needs
• Project management

Greater Salt Lake City Area

• Managed the IT Services department consisting of 30 management and technical staff
• Supported applications, servers, network, phone system, workstations, high-speed scanners, and printers
• Supported cross-functional, multi-year project to integrate systems with Eckerd Drug upon acquisition in 1996, and later to support the sale in 2004