Rick Anderson Email & Phone Number

Irving, Tx, Us

Dfw Airport, Tx, Us

Plano, Tx, Us

- Working as a SME for ServiceNow during divestitures- Selected as SOX owner for terminations & new hires; made major improvements to the term process, leading to greatly improved term SOX performance- Helped run projects to update ServiceNow Service Catalog & Hardware Asset Management- Successfully completed a project to replace or reimage PCs across 70 Atlantic Aviation FBOs in order to improve the customer experience for pilots. Project completion was met with a great deal of kudos from customers as well as staff- Built the Service Desk (SD) team from the ground up to better support the shared services model, with an initial team of 4 SD Analysts & 6 SD Admins - Set time aside each day for the first few weeks with the org. to get hands-on with support tickets in order to better understand what was being asked of the SD- Worked closely with IT Ops team to arrange training for the SD team & utilized these relationships to ensure SD support was right-fit for our org.- Continually seeking to "shift left" and have led to the SD taking over many support functions that were previously owned by other teams- Created numerous policies & procedures to set expectations- Tested multiple call center platforms to find best option; selected Five9- Designed call flows & IVR to fit the shared services model- Launched SD On-Call to provide 24/7 support without needing to add headcount- QB'd the resolution of a backlog of hundreds of aging tickets from before the SD team was brought on board- Worked closely with Service Delivery Director to create the 1-mo timeline for transitioning support for each of the 5 companies under the MIC Global Services umbrella away from the outsource partner and back in house- Constantly working on improving the tools we have, such as right-fitting a call stats dashboard, improving our ServiceNow instance, or improving metrics reports- Performed Admin functions for ServiceNow, Webex, Bomgar, PagerDuty, O365 & Five9

Irving, Texas, Us

- Provided mentoring, coaching, information and instruction to a team of 12 Helpdesk Analysts & 1 Helpdesk Team Lead- Managed day to day work & yearly goals and objectives for the HMS Helpdesk team- Quickly determined the biggest information gaps on the Helpdesk, and created several relevant policies & procedures to set clear expectations- Created training & documentation for the ServiceNow Support Chat; Support Chat launched less than 2 months from start with company- Quickly built relationships with other support teams and utilized these relationships to transform how the Helpdesk interacts with these teams- Delegated tasks to Team Lead on an as-needed basis; coached and developed Team Lead in how to truly lead a team- Worked closely with Team Lead and other IT team members to create monthly reporting for all IT teams- Responsible for people management functions such as recruiting, performance management, timekeeping, creating work schedules, and employee relations issues- Participated in IT Event Manager On-Call rotation; very quickly adapted to how Events are handled the HMS way; challenged other IT Leaders to improve documentation on Events in order to improve RCA and accountability- Provided escalated support as needed- Monitored performance of the Helpdesk team to ensure SLA agreements & quality standards are being met; sought opportunities for improvement on a consistent basis- Identified and provided standards for gathering information for use in trend analysis and reports information to company management as needed

Denver, Co, Us

- Continued all responsibilities from time as Team Lead- Managed day to day work & yearly goals for the DaVita Rx SD team- Constantly strove to improve Tier 1 First Call Resolution (FCR) via data analysis, coaching, garnering feedback, and filling training gaps. In time as Sup., drove the team avg of 59% FCR in July 2015 to 80% for the entire year of 2016- Ensured the DRx SD team received training for AirWatch; became a SME for AirWatch issues. Supported ~2000+ iOS users via AirWatch on a cloud based AirWatch environment- Recognized by several execs/EAs as their go-to for AirWatch issues- Assisted hundreds of teammates (TMs) in transitioning from MobileIron to AirWatch; implemented a plan of action for outliers- Attended weekly MDM meetings to discuss call drivers & upcoming phases of the transition- Kept a strong focus on TM engagement by providing meals, creating the FCR Champ of the Month program, working alongside my team in times of high volume, consistently garnering their feedback, and ensuring TMs had fun while they worked- Created a QA Call Monitoring program to strive for improved service excellence - Created the IT Escalation Mailbox to provide a single point of contact for business leaders to escalate the tickets which needed urgent attention or were not being handled properly- Coordinated the creation and implementation of “22-HELP” – a DRx-specific SD number for all DRx IT Support, outside of the Main DVA SD number- Launched SD On-Call Support after main business hours & on Saturdays based on the needs of the business- Coordinated an emergency effort to roll out HP Connected Backup software to execs- Assisted in the creation of a budget request presentation for the upcoming fiscal year- Created the End User Services Template Library; a collection of templates created for the SD team to use when gathering info on calls- Provided real-time coaching, bi-weekly 1x1s, and quarterly career development conversations to SD TMs

Denver, Co, Us

- Provided guidance, feedback, information and instruction to a small team of Service Desk Analysts- Represented the Service Desk in daily meetings with the DaVita Rx leadership team, reporting on daily metrics and trends, as well as providing high-level feedback when necessary- Constantly strove to improve FLR (First Level Resolution) via data analysis and partnering with Tier 2 & Tier 3 teams, resulting in an improvement from 40% to 56% over a 6 month period- Gathered, compiled, and reported on monthly Service Desk metrics, as well as the reason behind the metrics- Created daily schedule for Analysts, to ensure constant phone coverage, follow-up time, procurement time, were divided evenly amongst the team - Conducted phone and face-to-face interviews of candidates for Service Desk Analyst position- Enhanced interview materials to better screen and evaluate potential candidates- Answered calls in a queue-based system, fulfilled procurement orders to users throughout the workplace, and loaded DaVita Rx image on new systems upon arrival- Troubleshot all technical inquiries regarding computer hardware, Windows OS, MS Office Suite, as well as Internet, Intranet and desktop software- Assisted in the training and development of new Service Desk Analysts- Served as an escalation point of contact for all tier 1 Rx support tickets - Demonstrated constant flexibility of working hours to meet the needs of the business- Took on additional responsibilities & projects during a transition phase when the team was without a Supervisor

Waterloo, Ontario, Ca

- Performed call and email audits on technical support representatives with a focus on improving the customer experience- Created & consistently updated numerous audit trackers in Excel for the entire Irving QA team- Participated in call calibration sessions- Attended one-on-one's with scored agents to review audits and respond to feedback

Waterloo, Ontario, Ca

- Piloted an enhanced Technical Quality program which involved performing detailed Technical Quality audits for underperformers, and facilitating bi-weekly coaching sessions with underperformers to review trends, provide specific feedback for improvement, and develop measureable goals- Documented progress of TQ program participants, and provided verbal and written feedback to the customer support operations management team on their performance - Demonstrated continued success of enhanced TQ program with significant improvement month-to-month- Gathered, compiled, and reported site TQ performance & trends to customer support operations management team weekly- Designed and facilitated training sessions for analysts in the Technical Quality team- Facilitated training for new hires to introduce them to the Technical Quality program’s expectations

Waterloo, Ontario, Ca

- Answered calls in a queue-based system, and delivered an exceptional customer service experience, while striving for one-call resolution and managing customer’s time appropriately- Utilized multiple systems at once, including remote support systems, to research, diagnose, and troubleshoot customer issues for resolution- Assisted in the facilitation of new hire training, and provided feedback to learners and management on their performance; was asked to help with training within 4 months from my start date.- Assisted with callbacks on poor customer experience survey scores, often successfully being able to fix the customers issue and relieve their frustration.- Conducted on the job training, including technical labs for common issues, and guided new hires through call flow procedures to ensure they were prepared to handle customer interactions and troubleshoot effectively- Documented progress of new hires, and provided verbal and written feedback to management teams on their performance- Mentored fellow team members on better case management and email handling techniques - Was selected to travel off-site to provide support for a carrier partner as a SME, and resource for best troubleshooting practices

Bellevue, Wa, Us

- Assisted with training new hires- Was often utilized as a SME for multiple teams- Answered calls in a queue-based system, and delivered an exceptional customer service experience, while striving for one-call resolution and managing customer’s time appropriately- Kept a consistently high QA score- Troubleshooting all technical inquiries regarding network coverage, device information, and data services- Utilized multiple systems at once to verify provisioning, research, diagnose, and troubleshoot customer issues for resolution