Marcy Best Email & Phone Number

Plano, Tx, Us

Plano, Texas, United States

Plano, Tx

Performance Management – Developed, maintained, and presented daily, weekly, and monthly performance metric reports to Service Desk Director, Operations Managers and Supervisors. Used data analysis to identify process, performance, and tool improvements to increase efficiencies.Quality Management – Increased efficiencies through the design and implementation of a quality assurance evaluation process. Facilitated the change of the call monitoring evaluation form to best accommodate and provide the information needed for the supervisors and senior leadership. Developed additional quality metrics and automated reporting capability.Change Management – Recorded, evaluated, authorized, and implemented process and tool changes affecting the Service Desk in a controlled manner.Knowledge Management - Facilitated the creation of customer facing self-help documentation. Responsible for annual review and maintenance of internal and external knowledge base. Increased efficiencies through identification and implementation of process improvements within the knowledge management team.Continual Improvement – Led continual root cause analysis based on multiple inputs ranging from customer satisfaction surveys, leader escalations, performance metric indicators, and quality assurance data. Identified and implemented improvement opportunities resulting in published process changes, tool changes, communications, and training. Managed Service Desk productivity initiatives, facilitating brainstorming sessions to identify opportunities, providing regular updates, and tracking financial impact.Delivery Readiness – Managed implementation of new business changes impacting the Service Desk that ensured readiness at delivery.Training and Communications - Ensured consistency and standardization of Service Desk communications. Managed new hire and progression training content.

Plano, Tx

Organized and facilitated the effort to define and document a detailed concept of operations that clearly identified the critical support service along with associated relationships, processes, procedures, and workflows.Led effort to merge Service Request Management, Service Desk, and Field Services (FS) change control processes that resulted in greater consistency, wider visibility, and generated increased communication between organizations.Developed and implemented a continual improvement process to conduct root cause analysis on poor performance metrics, develop and execute action plans for improvements. Measured results and took corrective actions where expected efficiencies were not achieved.

Plano, Tx

Used Business and Operational Support System (BOSS) and Service Manager 7 reporting tools to query data for incorporation into historical BMC Remedy metrics.Produced monthly performance metrics, trends, and reports for Director of End User Services and FS. Used extensive SQL database querying skills and displayed attention to detail.Responsible for the development of internal and customer-facing reporting.Assisted other organizations within the corporation with development of metrics and measurement systems.

Plano, Tx

Designed, implemented and led the change management process and developed a change advisory board that served as the authoritative source for all process related issues.Identified incidents and problems within Field Services (FS) and acted as the liaison between FS and Incident Management and Problem Management teams in order to comply with Information Technology Infrastructure Library (ITIL) standards.Developed a system to create, maintain, and review internal FS corrective action preventative action (CAPA) records for Quality Management System (QMS) audit results. Participated in process audits, and ensured FS Support compliance with QMS initiatives. Designed a process to ensure current FS documentation in line with the FS Quality Plan. Worked with multiple teams to streamline processes and tools, using the results to update process documentation and communicate to the field.Developed and delivered training solutions for over 500 technicians across 63 individual physical sites throughout the US and Japan to improve FS understanding and compliance with current process documentation.

New Orleans, La

Analyzed ticket data and reported findings determining process bottlenecks.Defined, calculated, and reported billing metrics for New Orleans and surrounding sites. Submitted monthly data calls reflecting delivery of services that generated 120 invoices for customers in the New Orleans and Baton Rouge areas.Reviewed and recommended approval for task order modifications, and managed delivery of services.Updated asset records to ensure accuracy, and worked with customers to match order records to Asset Center records.

Master Of Science - Ms, Analytics

Bachelor Of Science, Industrial Engineering

Minor: Information Systems

Masters, Business Administration

Concentration: Finance