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PROFESSIONAL with extensive experience in IT, HR, AP and Payroll Service Desk Management. Excellent Analytics, Customer Service, and Service and Incident Management. Possessing strong technical, troubleshooting, and customer service skills. Administration support in ServiceNow, SAP Learning, Talent and Performance Management Experience in implementation of industry best practices, identifying inefficiencies and implementing smarter methods of work, while aligning with with the business. My recent positions have allowed me to work closely and frequently with teams in all areas of IT infrastructure, applications, and projects. As well as Shared Service organizations such as Human Resources, Accounts Payables, Payroll and Supply Chain. Heavily involved as an early adopter of new technology and the integration of new technologies and processes into the workplace as well as documentation for both support teams and customers. Solid people skills and can work easily with the most technical teams as well as the nontechnical users.
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Senior Business Analyst LeadEntergy Oct 2019 - PresentNew Orleans, La, Us -
Shared Services Support Center ManagerEntergy Aug 2015 - Oct 2019New Orleans, La, UsManage the day to day operations of a shared services contact center that supports Entergy’s employees (active and inactive), retirees, and suppliers with inquiries related to Human Resources, Payroll, Accounts Payable and Supply Chain. We support by phone and email the tools and processes and policies of Entergy. In addition to managing the personnel in the support center, I am a point of escalation for particularly difficult issues that require multiple levels of support or advanced escalation. It my responsibility to keep the lines of communication open between Tier 1 (Support Center) and Tier 2/3 through regular meetings and the development of Operational Service Levels. Among some of the metrics I record and report upon are case volume, customer satisfaction, service levels, and first contact resolution. Our service management system is ServiceNow which we use for both case tracking, service catalogs for each area, and knowledge for Tier 0 and Tier 1 (Support Center) I am the key resource for all projects affecting Shared Service offering, ServiceNow and the Cisco IVR. It is my responsibility to ensure the team is working smarter and more efficient each day while offering world class service in the form of customer service and swift first contact resolution.
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Critical Incident ManagerHcl Technologies Nov 2014 - Aug 2015Noida, Uttar Pradesh, InAs a Critical Incident Manager it was my primary responsibility to organize IT groups in order to troubleshoot and mitigate major IT issues affecting Entergy’s IT services and/or business. I was responsible for tracking the support groups involved and requesting presence of additional support and/or management personnel imperative to mitigation of the major incident within allotted time per the managed service agreement between HCL and Entergy. Management of the incident often included working across multiple vendor groups as well as in House IT. I was responsible for documenting during troubleshooting, managing conference bridges and call outs, tracking mitigation process, hourly reporting to management and affected users during the major event, and finalizing the Critical Incident report for turnover to Problem Management. -
It Service Desk ManagerLeidos Health May 2002 - Nov 2014Reston, Virginia, UsManaged the day-to-day operations of a full-service IT Service Desk which supports 22,000+ internal customers from 2 locations (Little Rock and New Orleans.) -
Ismc Process ManagementSaic Mar 2001 - May 2002Reston, Va, UsCreated business processes and job aids for the ISMC groups IT Service Desk and Network Operations Center. Also handled new business (new customers or products) for these groups. -
It Service Desk AnalystSaic Feb 2000 - Mar 2001Reston, Va, UsSupported customers IT needs via phone, email, and/or remote control.
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Network Manager (Skagit Smatco)Oil States May 1999 - Feb 2000Houston, Texas, UsManaged the network, servers, and email accounts. Provided hardware and software support for approximately 60 users. Integral roles on projects to implement corporate manufacturing software locally and replaced the old time card system with a new barcode/scanner based system. -
Educator And Technology CoordinatorEdward Douglas White Catholic High Aug 1989 - May 1999I was a high school math and computer instructor. My courses ranged from Pre-Algebra to Honors Advanced Math as well as Computer Literacy, Computer Applications, and Computer Science. I provided network, software, and hardware support throughout the school. I implemented three 30 pc classroom computer labs and installed the first computers with Internet and large scale video in individual classrooms to be used to enhance instruction. I chaired the computer department, performed the duty of Technology Coordinator, and developed a Computer Applications course which was approved by the Louisiana Board of Secondary Education as an alternative course to meet computer graduation requirements.
Monica Roger Skills
Monica Roger Education Details
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Nicholls State UniversityMathematics And Computer Science
Frequently Asked Questions about Monica Roger
What company does Monica Roger work for?
Monica Roger works for Entergy
What is Monica Roger's role at the current company?
Monica Roger's current role is Senior Lead Analyst at Entergy.
What is Monica Roger's email address?
Monica Roger's email address is mr****@****rgy.com
What is Monica Roger's direct phone number?
Monica Roger's direct phone number is +150426*****
What schools did Monica Roger attend?
Monica Roger attended Nicholls State University.
What skills is Monica Roger known for?
Monica Roger has skills like Technical Support, Information Technology, Disaster Recovery, Troubleshooting, Networking, Itil, It Service Management, Integration, It Management, Software Documentation, Hardware, Requirements Analysis.
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