Sandra Hackett Email & Phone Number

Scottsdale, Arizona, Us

Working for TB Consulting - On the Business Transformation team using ServiceNow to transform client ITSM business workflows.

Scottsdale, Arizona, Us

TriWest Healthcare Alliance. Role was to help build and/or improve ITIL processes, specifically, Incident, Major Incident, Service Management, Service Catalog, Request Fulfillment, and Knowledgebase. A number of the projects worked on streamlined service desk operational tasks, extended customer self-service, and improved the level of detail and accuracy of information in tickets, resulting in better input for decisions.

Scottsdale, Arizona, Us

Tri-West Healthcare Alliance - Role was to help build and/or improve ITIL processes, specifically, Incident, Major Incident, Service Management, Service Catalog, Request Fulfillment, and Knowledgebase.

Continued the Progilisys work as an employee helping to build and improve ITIL processes, specifically, Incident, Major Incident, Service Management, Service Catalog, Request Fulfillment, and Knowledgebase.

Chicago, Il, Us

- Built and led ITSM/Site Management team that focused on core ITIL practices (Incident Management, Request Fulfillment, Change Management (Enablement), CMDB and Service Catalog, Problem Management (+RCAs) and drove conversations and interest around other ITIL focus areas for Cloud based software product. - Recently working to align ITIL practices to support Agile and Lean as part of the engineering transition to DevOps. - Passionately drove strategic roadmap of innovation projects around maturing and streamlining processes along with the use of tooling innovation to drive efficiency, reduce costs and improve customer/employee experience. - Built team that is highly effective in their work through support, coaching, training and guided experiences and stretch projects.- Participated in company internship and other programs that bring in untapped talent from overlooked communities to learn and build career skills and experience.

Chicago, Il, Us

· Launched new IT team to focus on service management, service desk and customer experience to help with IT transition from a Technology to a Service focused organization.· Rolled out incident management, request fulfillment, service portfolio and knowledge management processes to increase business value of support, improve efficiency, drive employee self-service and provide a better customer experience. · Introduced change management improvements to minimize business risk around system changes.· Assisted Relativity Service Delivery team on a medium length project to enhance change management practices in order to provide more structure and consistency in the change practice, create transparency across the business regarding upcoming application and infrastructure changes in an effort to minimize risk and reduce customer impact.· Created informal center of excellence to provide guidance, training and drive use of common best practices across our teams for both internal/external customers.

Chicago, Il, Us

· Developed operational strategy, roadmap, processes, quality program, reporting/metrics and managed IT Salesforce/Atlassian, business applications support team and related budget.· Instituted regular business stakeholder meetings to expand team relationships, discuss business objectives, roadmaps and upcoming software releases for defects, and features. · Hired and managed team of Salesforce/Atlassian administrators and software developers.· Worked with outside vendors to perform a Salesforce health check in order to validate if business was following best practices, identify areas of technical debt, and to augment team resources for some of the resulting projects.· Built out team skillset through expansion of team roles, cross training, external training, certification and stretch assignments.

Chicago, Il, Us

· Focused on development and evolution of service operation quality control program to monitor the effectiveness of team process, client interactions, reporting/metrics and staff performance.· Recommended, designed and implemented improvements to drive team efficiency.· Prepared, analyzed and presented a series of reports/dashboards to management team, in order to to highlight operational and staff trends.· Managed small team of analysts that supported the quality effort.· Worked with other departments to implement standard support and reporting practices.· Managed the Relativity Best In Service client recognition program.

Chicago, Il, Us

As a Quality Control Manager I measured and monitored the effectiveness and efficiency of the Client Services operations and staff and drove process/efficiency improvement initiatives. This position had frequent interactions with CS staff, and other kCura resources and clients to ensure that the best possible customer service quality was being delivered.

Chicago, Il, Us

· Developed operational strategy, processes, SOP and reporting/metrics for rapidly growing startup client support group.· Worked with consultants to identify business requirements for series of Salesforce changes required in order to have CRM support service processes. Involved in all aspects of work from POC to training, documentation and implementation.· Developed “Hot Client” workflow and served as escalation point for external client issues.· Hired, mentored, and coached client services team.

Profile Systems, LLC is a privately held company that manufacturers a line of wireless devices that monitor and control environmental equipment, such as HVAC, lighting, irrigation systems, and many other commercial uses. As the director of customer service, I had responsibility for managing the operations and strategic direction of the customer service group. Client responsibilities included: providing day to day phone support to clients, understanding client contracts and deliverables, facilitating sales orders, small part orders and RMAs, configuration of devices and shipping. I was responsible for creating SOPs, training, evaluating and updating processes and procedures, mentoring and monitoring of staff, performance appraisals, quality review of support calls and tickets, staff hiring and retention. This position provideed support to project management, sales, human resources, accounting, field support and R&D. In addition, I worked directly with clients and as a point of escalation for staff.

Naperville, Illinois, Us

· Led service desk and desktop operations for third party service provider including service level agreements, scope of services provided and deliverables.· Ensured all operations including process and procedures were in compliance including documentation, quality metrics, and client support analysis.· Mentored and trained 35 team members in client requirements, support and project initiatives.· Improved process and efficiency through pro-active sales support along with evaluating next generation services resulting in increased revenue and growth.· Provided consultative advice to leadership team and management for corrective action regarding service.· Directed five projects to integrate new clients. Served as key point of contact for project and product presentations to new clients and partners relevant to service desk initiatives.· Championed 24/7 remote agent strategy to maintain and exceed client service levels.· Reviewed service quality trending and made iterative adjustments as needed to ensure service quality· Implemented corporate standard for reporting to business sponsors, stakeholders and clients.

Chicago, Il, Us

Manager, Technology Service Desk (2005 to 2006)Manager, Tribune Information Systems Customer Support (2001 to 2005)· Led 24/7 technical service desk with 15 team members, providing first level support for production systems, network infrastructure, telecommunications along with data security across 26,000 employees.· Oversaw department budget and enhancement projects. Participated in IT strategic planning with leadership team and key stakeholders. · Directed Corporate and Chicago Tribune Help Desk consolidation eliminating redundancy, streamlining issue resolution, while improving performance and quality of service.· Championed business infrastructure pilot for Enterprise Help Desk software selection; implemented “best practices” for vendor due diligence efforts.· Directed full lifecycle ticket resolution for product and first call issues; exceeded close rate targets along with ACD metrics.Corporate Training Coordinator (1998 to 2001) and Systems Consultant (1996 to 1998)· Directed training development program for Tribune Publishing, Broadcasting and Interactive business division; integrated eLearning platform.· Led Corporate Learning Center along events for MS Office Suite and other computer applications.· Developed training program for corporate expense reporting implementation across 26 locations.· Provided consultative advice and hands-on support for group or independent training. · Mentored Tribune “Hire the Future” program supporting human resource planning.

Mba, Business Administration

Ba, Elementary Education, Elementary Education - Math, Science And Computer Technology