Lynn Bernhard's Location
Stewartstown, Pennsylvania, United States, United States
Lynn Bernhard's Contact Details
Lynn Bernhard work email
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Lynn Bernhard personal email
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Lynn Bernhard phone numbers
About Lynn Bernhard
At Rentokil Terminix, our team is committed to maintaining the highest standards of IT service quality and performance. With my role as IT Senior Support Analyst, I contribute to the availability management process and work collaboratively to ensure that services meet and continue to meet all agreed standards.Leveraging my ITIL® Foundation Certificate and HDI certifications, including Problem Management Professional and Support Center Director, I've played a pivotal role in service level management and continual service improvement. My focus is on identifying service delivery improvements, enhancing organizational efficiency, and fostering robust stakeholder relationships, all while ensuring SLA compliance and end user satisfaction.
Lynn Bernhard's Current Company Details
IT Professional focusing on IT service quality and improvement
Lynn Bernhard Work Experience Details
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It Senior Support AnalystRentokil Terminix Feb 2024 - Aug 2024United StatesAn analytical support role to the business and IT, focused on business process, IT process that supports the business (directly and indirectly), requirements gathering, and delivery of quality support to aid decision making. As the most senior/experienced, these individuals review & assess work performed and produced by more junior analysts, guides the team on best practices, and identifies opportunities for development/skill building and experiential focus areas.Key Responsibilities include:• Gathering, developing, coordinating and maintaining documentation.• Assisting with planning, design, documentation, testing and deployment of projects. • Partnering with subject matter experts in the business and IT to facilitate the implementation of new or modified process and/or system changes.• Coordinating and/or performing testing of modifications and developing training and education tools/materials as needed. Validating that user requirements are met by solutions. • Supporting research and analysis into the nature, effect, and results of process-related, workflow-related and/or systems-related problems including root cause analysis through problem tickets resolution. • Understanding the source and use of key business data and preparing analysis reports to enable business and ITSM-related design decisions. • Assisting users with understanding company systems and supporting users with system issues.• Applying technology and business knowledge to solve business problems. Collecting and analyzing data to enable decision making and process improvements. • Identifying improvement opportunity trends and recommending potential solutions. • Coordinating and presenting various summaries and briefings to management.• Identifying innovative ways to understand the needs of the customers and increase customer satisfaction. -
Continual Service Improvement (Csi) Manager / Senior Information Technology Support AnalystRentokil Steritech North America Nov 2015 - Feb 2024Reading, Pennsylvania AreaKey areas of responsibility include: • Problem Management• Major Incident Management• Knowledge Management• Customer Management which includes identifying potential service delivery improvements and improve the organization’s efficiencyAdditional responsibilities include:• Developing and leading quality assurance efforts to include: Service Level Agreement (SLA) compliance audits, service performance audits and audits of end user satisfaction• Leading process assessments, identifying areas of opportunity for quality improvement, and leading quality investigations and analyses• Sharing knowledge of Industry Best Practices, quality assurance tools, and techniques and methodologies in order to promote a quality mindset across the service organization -
It Customer Service ManagerRentokil Steritech North America Sep 2013 - Nov 2015Reading, Pennsylvania AreaKey responsibilities include:• Oversee 100% of the requests, incidents and problems that come into the IT Service Desk. • Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Work in tandem with CSI Manager to resolve Major Incidents.• Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional support or escalation.• Work with Service Desk Supervisors to draw up schedules for Service Desk Specialists and provide backup support where necessary.• Act as a further escalation point for the supervisors and take on a wider customer service role, stepping in to assist when necessary.• Provide information to determine root cause of issues and communicate appropriately to internal and external customers. • Oversee knowledgebase and ensure top quality solutions are available to the staff. • Provide regular KPI reporting to the CSI Manager and participate in service reviews. Leadership• Ensure the IT Service Desk Team has the appropriate resources, training and tools to provide the highest level of customer service. Facilitate training for, and mentor, Service Desk Specialists including 1:1 meetings and career development. • Plan, direct, coordinate and review the work for the IT Service Desk Team staff. Assign work activities, projects and programs. Review and evaluate work, methods and procedures. • Be a leader, focusing on the vision and strategies of the group, while balancing the daily support needs with long-term strategy.• Adapt to unexpected setbacks and have a game plan for when things go wrong.• Set cultural tone - Managers need to be a champion of the strategic focus and guide people to more readily adapt new processes.• Work through personnel issues like performance issues, annual reviews, etc.
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Director Of Festival Operations (Part Time)The Vineyard At Hershey Feb 2013 - Oct 2019Middletown, PaPlan and coordinate participation in selected wine festivals. Includes completion of paperwork, wine selection and pricing, sales and profitability analysis as well as directing volunteers.
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Field Support Center ManagerTransamerica Sep 2005 - Nov 2012Baltimore, Maryland AreaManaged a highly functional help desk team of up to 14 staff, consistently maintained a minimum customer satisfaction rate of 96%. Jointly managed a $2 – 9 Million budget. Prepared and published departmental performance reports using automatic call distribution and call tracking system data. Developed and implemented customer surveys. Submitted recommendations for process, software and technology changes based on survey results. Approved field software/hardware change distribution dates. Developed and maintained vendor relationships.
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Help Desk SupervisorMonumental Life Insurance Feb 2003 - Sep 2005Baltimore, MdManaged support staff of up to 10 people and focused on staff development by use of individual call monitoring and call tracking system ticket analysis. Coordinated model office/quality assurance testing. Prepared and distributed release information to customers. Developed departmental standard root cause analysis process for software/mainframe/hardware problems. Coordinated development and updates to Help Desk procedures and reference materials. -
Senior Help Desk Analyst, Lead Help Desk AnalystMonumental Life Insurance Oct 1995 - Feb 2003Baltimore, MdHandled incoming calls, including logging, troubleshooting and resolving customer computer issues. Included hardware, software and procedural support. Conducted call monitoring and review with other analysts. Provided input on performance evaluations.
Lynn Bernhard Skills
Process Improvement
Leadership
Training
Customer Service
Management
Insurance
Team Building
Microsoft Office
Team Leadership
Project Management
Software Documentation
Troubleshooting
Technical Support
Microsoft Excel
Operations Management
Analysis
Business Process Improvement
Life Insurance
Business Analysis
Microsoft Word
Coaching
Outlook
Powerpoint
Problem Solving
Recruiting
Disability Insurance
Strategic Planning
Sales
Budgets
Vendor Management
Access
Budgeting
Term Life Insurance
Fixed Annuities
Property And Casualty Insurance
Sales Management
Employee Benefits
Leadership Development
Health Insurance
Account Management
Risk Management
Call Centers
Mentoring
Lynn Bernhard Education Details
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Computational Sciences (Math, Statistics, Programming)
Frequently Asked Questions about Lynn Bernhard
What is Lynn Bernhard's role at the current company?
Lynn Bernhard's current role is IT Professional focusing on IT service quality and improvement.
What is Lynn Bernhard's email address?
Lynn Bernhard's email address is be****@****net.net
What is Lynn Bernhard's direct phone number?
Lynn Bernhard's direct phone number is +161037*****
What schools did Lynn Bernhard attend?
Lynn Bernhard attended Hollins University.
What skills is Lynn Bernhard known for?
Lynn Bernhard has skills like Process Improvement, Leadership, Training, Customer Service, Management, Insurance, Team Building, Microsoft Office, Team Leadership, Project Management, Software Documentation, Troubleshooting.
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Lynn Bernhard
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