It Analyst
IT ANALYST GLOBAL IT – CARGILL INC. (2007 – 2014)Lead continuous process improvement and cost saving initiatives in the Service Desk, Client Services and User Administration towers. Partner with Cargill IT Level 2 teams, global IT Service Desks, Corporate Functions, customers, and vendors to resolve short-term issues and recommend long-term process improvements. • Played an integral role in the successful transformation of 16 Service Desks into 1 outsourced service desk managed by EDS. • In partnership with application owners, designed and implemented a new user setup form with an end to end management approach. The form streamlined the onboarding process for new user setups, resulting in a savings of approximately 3hrs per request and increased customer satisfaction.• Key contributor of a new domain/location move process that decreased mean time to fulfill from approximately 30 days to 8 days. • Completed a comprehensive inventory of divisional devices. Determined which devices needed repair or shipment to disposal company. Disposed 100 devices and corrected multiple software issues with other devices. Reduced ongoing software licensing and hardware costs on unused devices.• Primary contact for an internal audit. No issues were found and no remediation efforts were recommended.• Collaborated with users, management and the Software Development Team to expand functionality based on business needs and implement enhancements to helpdesk.cargill.com’s service request and incident request functionality.
