Paul Rivers Email and Phone Number

- Managed a total of 80 team members (5 Supervisors and 75 Analysts)- Worked with Nordic HR to transition team members from RSFH & BSMH to Nordic Global- Transitioned BSMH team to new Genesys phone system in less than 2 months.- Refined call routing process to evenly leverage all team members across analyst levels- Reduced call times by streamlining call opening procedures- Enhanced Quality Assurance process by focusing the questions towards the customer experience- Improved SLA reporting for the BSMH Service Desk- Deployed Knowledge Centered Services methodology to improve team knowledge base

- Managed twelve team members on the IT Service Desk and one ServiceNow administrator. Also managed the Identity & Access Management team, and the Hospital Desktop Team- Worked with IT managers to reduce ticket backload and improve customer experience- Deployed Footprints ITSM Solution in 2015, replacing older Trackit software- Deployed ServiceNow ITSM Solution replacing Footprints in 2022- Designed and developed customer self-service portal on both Footprints and ServiceNow platforms- Work with ServiceNow admin to develop roadmaps to roll out ServiceNow changes through a release schedule- Constantly analyzing customer data to inspire new enhancements to the ITSM solution- Work with business to understand their needs and develop solutions in ServiceNow- Conduct training classes for all IT team members on ServiceNow.- Built Identity Access Management Team, evaluated and purchased Saviynt IAM automation solution- Automated New Hire account creation process using Saviynt solution- Automated account terminations, disabling of unused accounts, and name changes using AD Manager solution- Streamlined Move/Add/Change process by developing ParentMAC/Child MAC system in Footprints- Developed Problem Management process based on ITIL to properly, record, manage and investigate root cause of critical incidents- Run Change Management Meetings to ensure the process is followed correctly- Developed Critical Incident Management process to formally govern response to Major Incidents- Formalized monthly metrics reporting to produce clear and detailed insight into team service level agreements, customer satisfaction and call statistics- Created ticket evaluation process for improved customer service- Managed Desktop Team in the rollout of PC Hardware for the move to Cerner Medical Records System- Made hardware purchases of computers and accessories based on historical data and projected new hires

- Managed Customer Support team, Training program, and Online Community Manager for Target Analytics business unit of Blackbaud- Developed a 6 month plan to enhance Target Analytics training program that focused on training quality, driving revenue, attendance, and improving customer retention- Developed and deployed Target Analytics community website to increase customer engagement, deflect support contacts, improve retention, and enhance the customer experience- Formalized monthly metrics reporting to produce clear and detailed insight into team Service Level Agreements, and call statistics- Deployed chat support to improve customer experience while streamlining the team's ability to handle more contacts- Brought together teams to drive customer escalations to a close, ensure customer needs were handled, and customer satisfaction was maintained- Followed up with dissatisfied customers and repaired customer confidence

- Managed team of ten Support Technicians- Rolled out ServiceNow Incident, Request, Change, and Problem Management systems to better manage and account for IT processes- Partnered with ServiceNow admin to enhance the solution. Improving customer self-service portal, agent interface, and reporting.- Deployed Dell K1000 and K2000 systems to enable better security patch management, asset tracking, and image deployment- Worked with the IT Governance team to uninstall unused licensed software from the environment.- Worked with Support Center team members to develop a culture dedicated to providing excellent customer service- Managed, deployed and tracked all corporate desktops and laptops- Lead team to achieve an average net promoter score of 80%- Deployed call competency routing on phone system to allow for better coverage of incoming calls and improved customer service- Improved support of both PC and MAC through team certification and training.- Initiated development of improved customer facing and internal knowledge management using Knowledge Centered Solutions principals and ServiceNow software- Developed trend reports to give management insight into Service Desk metrics, financials, and ROI- Reduced abandon rate, and average speed to answer below SLA goals.- Focused on enhancing customer experience from deployment of equipment, to support, to replacement of old devices.

- Designed a Critical Incident and Problem Management process based on ITI- Managed resolution of critical incidents as they occurred then followed up as Problem Manager to ensure root cause was found and infrastructure changes deployed when appropriate- Managed fleet of 150 network printers. Worked with vendors to improve printer support and roll-outs of new devices- Designed and implemented Help Desk self-service website- Developed Service Level Agreements for Help Desk. Monitored team’s ability to achieve SLAs, and made process changes as needed to improve metrics- Created a customer satisfaction survey to measure the customer experience - Documented all department’s policies and procedures. Worked with team members to ensure policies and procedures were enforced and followed correctly- Implemented Knowledge Centered Solutions (KCS) strategy to retain technical knowledge. This resulted in a shorter time to resolve incidents, and improved ramp-up time for new agents