Rose Abraham Email & Phone Number

Michigan, United States

Grosse Pointe, Michigan, United States

• Drive successful starts ups of DXC Global Service Desks
• Consistently high level of account and client satisfaction
• Create and update project plans and adhere to budget and project guidelines
• Improvement Opportunities implemented through detailed lessons learned activities
• Effectively transfer Knowledge from incumbent Service Providers to DXC Service Desks
• Collaborate with Training and Operations to ensure success at implementation

Pontiac, MI

• End-to-end accountability for the Knowledge Management process, standards and strategic direction of Knowledge Management.
• Develop Strategic direction to align to organizational goals.
• Drive Best Practices for Knowledge Management using Industry Standards.
• Organizational interface representing and promoting the Knowledge Management for End User Services.
• Coordinate implementation of the knowledge tool (EKMS, SM, etc.) in any country and at any Support Delivery Unit.
• Supervise all KM transitions into End User Services for new clients.

Pontiac, MI

• Drive KM Best Practices amongst multiple global GSD locations for Global Clients
• Single Point of Contact between the Client, Operations teams, and various leveraged support groups providing information, answers to technical questions, guidance and direction in the use of best practices and tools.
• Effectively manage all onboarding projects for the Client ensuring that training and testing are aligned.
• Coordinate agent level knowledge in a multi-supplier environment
• Successfully managed Go to Green Initiative for the Knowledge Tower, migrating the agent knowledge to a new toolset and driving positive results.
• Daily interaction with the Client, managing expectations, leading towards best practices and helping to influence decisions regarding Service Desk

• Assisted in design of EKMS for GM Global Service Desk, which won the TSIA Star Award in 2012
• Responsible for updating and maintaining agent level knowledge for global service desk
• Effectively gather information from multiple support levels and multiple vendors to provide to service desk
• Set standards of authoring based on global best practices for all EDS service desks
• Conduct Internal QMS Audits to ensure compliance

Update and maintain Enterprise Knowledge Management System for GM Global Service Desk.KM Project Lead for application and service on-boarding for the GM Global Service Desk and GM Request to Pay Service Desk.

Provided level 1.5 help desk support and troubleshooting for GM MGO account.

Provided Level 1 troubleshooting support to SAP users in the following modules: PTP, OTC, FI/CO, SecurityProvided Level 1.5 Security functions including ID creation and maintenance.

Bachelor Of Arts, Psychology, Sociology

Diploma, College Preparatory