Sean Bossinger Email and Phone Number
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I am a successful leader of technical customer service specialists, systems engineers, and managers. My successes stem from a broad technical knowledge and my education, but mostly from a keen ability to understand the needs of my customers and teammates. I am interested in the development and use of standards-oriented frameworks for the delivery of Information Technology services, especially as these relate to improvement of service delivery in the higher education sector.Specialties: Information Technology service desk leadership, technology integration, technical writing, process design, improvement, management, and improvisation.
University Of Wisconsin-Madison
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Cio And Director Of Information Technology, School Of Veterinary MedicineUniversity Of Wisconsin-Madison Nov 2019 - PresentMadison, Wi, UsProvide strategic direction and management of the Information Technology function for the school and the Veterinary Medicine Teaching Hospital. -
Assistant Director Of User Services - Help Desk ManagerUniversity Of Wisconsin-Madison Dec 2011 - Nov 2019Madison, Wi, UsLead the change of a technology-focused culture to one embracing the power of customer service, diversity, and inclusion. Develop high-value business opportunities delivering extraordinary customer service throughout the campus and 26-institution UW System. Work closely with technology service teams to ensure delivery of exceptional customer service. Support the university's teaching, research, and service missions by mentoring employees and colleagues from across campus, helping them find and develop their passion.
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Director Of Information TechnologyUniversity Of Wisconsin School Of Veterinary Medicine Nov 2019 - PresentMadison, Wi, Us -
Assistant Director - User Support ServicesFlorida International University Dec 2010 - Dec 2011Miami, Fl, UsIdentified need for and implemented peak period staff augmentation (using in-house temporary resources) doubling capacity for the Service Desk during the six week period surrounding start of Fall 2010 term. Organized training and development activities for staff of 24 direct reports. Provided service management performance guidance to executive leadership. Managed and maintained BMC Remedy ITSM 7.0 and BMC Remedy AR System 7.1 environment. -
Information Technology Service Desk ManagerFlorida International University Apr 2003 - Dec 2010Miami, Fl, UsImproved call handling by implementing Automated Call Distribution (ACD) system replacing multi-line hunt group with voicemail as primary inbound support channel. Added new support channels including LivePerson-based chat, Remedy Requester Console, and walk-up service window. Implemented use of Desktop Sharing capabilities of Microsoft Office Communication Server (OCS) as a stopgap measure to provide some remote desktop capabilities to improve first call resolution. Integrated use of Qualtrics survey application with Remedy to provide statistical analysis of incident management and resolution. Launched implementation of ITIL standards-based service oriented framework. Implemented automated scheduling system enabling scheduling of staff according to forecast staffing needs. Led implementation of customization on Remedy Action Request System to automate customer notification of opening and resolution of service requests.
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Enterprise Systems EngineerStratasys Group, Llc. (At Baptist Health South Florida) 1999 - 2003Effectively managed team efficiency to maximize $1.1MM worth of revenue from major desktop services project, achieving a profitability of 40%. Maintained a turnover rate below 5% during tenure as manager of the desktop services project, reducing the cost of initial training for our team. Reduced quality control and customer service perception issues by designing and implementing policies and procedures for PC installation and support. Provided technical consulting to the client, which assisted in resolving technical issues with the client's environment, thus improving the overall operation of the network. Provided budget consulting to the client for their enterprise desktop needs, to further reduce the total cost of ownership of their infrastructure. Mentored engineering staff and led successful certification study efforts for the company, resulting in several staff promotions from the desktop team to server integration teams.
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Corporate Account RepresentativeSungard Data Systems Sep 1998 - Nov 1999Developed and managed software customization projects for the home offices of our clients, which ensured delivery of quality software to our clients. Provided third-line support to our clients’ help desks by resolving software and system issues that oftentimes were unrelated to our software, thus improving our clients' customer service to their insurance agents. Improved turnaround time of customized software by 25% by effectively managing projects.
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Quality Assurance And Technical Support ManagerSungard Data Systems Oct 1996 - Sep 1998Managed a team of fifteen individuals who worked both Technical Support and Quality Assurance on a rotating basis. Implemented test scripts and led a program of automating the testing of our software. Ensured that customer satisfaction goals were met on a consistent basis. Developed and implemented a system where team members worked closely with developers to improve quality of our software. Proved the need for, and subsequently developed and led a team of support professionals in resolving technical support issues with the software produced by our department. Responsible for improving and maintaining motivation, as well as productivity, of the support professionals.
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Help Desk AnalystVitas Healthcare Mar 1996 - Oct 1996Miami, Fl, UsTrained new help desk analysts. Provided assistance to physicians, nurses, clerical and support staff in utilizing Vitas Exchange, a proprietary patient management system for managing information about hospice patients. Provided telephone support to external pharmacies when prescriptions were rejected by our pharmacy management system. Provided telephone support to staff regarding the use of office automation applications such as word processing and spreadsheet applications. Created documentation for training customers in appropriate use of office automation applications. -
Help Desk AnalystAssurant Specialty Property Sep 1995 - Mar 1996Atlanta, Georgia, UsProvided telephone-based support to internal customers using office automation and mainframe applications. Interfaced with computer operations department, network control, and external electronic data interchange vendors to determine extent of system-wide problems. Provided telephone-based support to external agents utilizing dial-up connectivity to corporate mainframe system. -
Document Shop OperatorAssurant Specialty Property Jun 1993 - Sep 1995Atlanta, Georgia, UsDeveloped and implemented work tracking and management system so that weekly productivity reports were created in automated fashion, rather than manually by each operator. Created documents based on customer requests, recommending appropriate graphic design as needed. Transcribed dictation as requested by customers.
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Computer Lab OperatorUniversity Of Florida 1988 - 1992Gainesville, Florida, UsCo-managed the largest educational PC lab in the State of Florida (at the time).
Sean Bossinger Skills
Sean Bossinger Education Details
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Mor AssociatesOrganizational Leadership -
University Of FloridaGerman Language And Literature
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South Dade Senior
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Florida International UniversityAnd Related Support Services
Frequently Asked Questions about Sean Bossinger
What company does Sean Bossinger work for?
Sean Bossinger works for University Of Wisconsin-Madison
What is Sean Bossinger's role at the current company?
Sean Bossinger's current role is CIO and Director of Information Technology at University of Wisconsin-Madison School of Veterinary Medicine.
What is Sean Bossinger's email address?
Sean Bossinger's email address is se****@****fiu.edu
What is Sean Bossinger's direct phone number?
Sean Bossinger's direct phone number is +130591*****
What schools did Sean Bossinger attend?
Sean Bossinger attended Mor Associates, University Of Florida, South Dade Senior, Florida International University.
What skills is Sean Bossinger known for?
Sean Bossinger has skills like Project Management, Troubleshooting, Software Documentation, Management, Leadership, Networking, Technical Writing, Microsoft Office, Sharepoint, Technical Support, Access, Higher Education.
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