Rick Ohl Email & Phone Number

Mason, OH

Manage a multi-site team consisting of 3 technical managers and 38 individual contributors.Drove increased self-service opportunities by developing the internal Service Portal and knowledge base.Over a year, increased knowledge use and self-service by 45%.Identified and drove shift left opportunities from the IT organization, saving approximately 1000.

Mason, OH

Grew a team of 6 service desk specialists to 16 after in-sourcing activity.Developed KPI's through requirement gathering with business partners and senior leaders.Over a one year period, reduced team abandon rate from 30%-6% and average answer speed from 10:00-1:00. Increased first callresolution from 50%-70%.Stood up internal team knowledge base and.

Florence, KY

• Track existing call center metrics and institute additional metrics appropriate for a service desk
• Design and recommend new workflow and staffing models based on collected data
• Examine current workflow and process to find and incorporate efficiency gains
• Develop staff and tools cost models to
• Contributed to process mapping and instituted offshoring program for some duties
• Began and currently lead Command Center improvement project

Florence, KY

• Supervised, coached, and grew a staff of 6-8 IT professionals
• Managed workflow and distribution of responsibilities among staff
• Managed High Incident process and facilitate communication between parties during the process
• Created and executed action plans for transitioning staff and training/integrating new staff

• Hire, supervise, schedule, and coordinate payroll of 27 student employees
• Develop and utilize key performance indicators to evaluate staff
• Create and maintain materials to assist and train phone technicians
• Managed transition of 20+ employees while maintaining high metrics and meeting organizational goals
• Created a new support model for first point of contact
• Worked with senior management to create yearly budget for staffing and supply

Youngstown, Ohio Area

• Promoted to Field Director from Coordinator after 2 months in position
• Completed the “88” initiative: setting up organizations in all 88 Ohio counties
• Organized 150+ volunteers in 88 counties through country organizations
• Acted as a proxy at speaking engagements and events
• Worked personally and through organizations to secure 15, 000 signatures for candidacy and ballot initiatives
• Met campaign goal of registering 5,000 voters

• Selected as first “Student Supervisor” for IT Support Desk; managed other students during staff meetings
• Assisted in creating the first training materials for Support Desk Students
• Maintained high ratio of work taken from the email queue