Sheree Kenner Email & Phone Number

Chandler, Az

Manages operational delivery of Managed technology solutions for clients, resource management, and service operations management. Manages risk, communication plans, change management, financial performance and overall client satisfaction. Manages networking and supervisory personnel to ensure technical solution expectations are met and internal and external customers. Serves as a ServiceNow SME and assists with design solutions and continual service improvement opportunities. Key contributor and catalyst to recommend and implement process and organizational change improvements that are scalable long-term solutions.

Lexington, Kentucky, United States

Charged with collaborating with cross-functional teams and external partners, while offering dynamic leadership and oversight to ensure task completion within requirements and deadlines. Utilized tactical data analysis skills to magnify data-driven refinement in on/offboarding, HAM/SAM, and ticket processes, resulting in efficiency enhancements. Led Tier 0 improvements, Tier 1, Tier 2 Desktop Engineering & Support teams to transform the culture, processes, and ServiceNow system utilization and automation. Gathered requirements, conducted vendor assessments, and analyzed results to select vendors for critical IT functions.• Transformed customer relations with store support teams and leadership, creating a collaborative environment that mended relationships and aligned with the overall vision.• Internal ServiceNow ITSM knowledge expert.• Piloted multiple initiatives to boost efficiency and effectiveness, including modifying forms, optimizing workflows, and addressing over 25 strategic analysis findings. • Created and implemented ticket and quick message templates to gain consistency and streamline processes.• Created and executed more than 20 new ticketing and team processes to drive operational consistency and data capture, team expectations, service delivery uniformity and positive end-user experience.• Implemented dashboards to proactively monitor ticket intake, aging, queue status, and critical performance metrics to ensure service levels were met and an elevated level of customer satisfaction.• Developed and executed standardization of Knowledge Base document processes, introducing style guides, templates, and CSS guidelines for pronounced consistency and user experience.• Upgraded Tier 0 Knowledge Base by revising design of customer-facing articles and publishing over 70 new or revised articles to drive a positive customer experience and attained stronger Tier 0 usage by using dedicated and methodical analysis to measure results.

Fort Collins, Colorado, United States

Served in a senior leadership capacity and led a 23-member department overseeing Tier 2 WAN Network Operations for Service Desk, QA, ITSM, and Tier 3 Network Engineering and Security. Employed analytical, methodical, and resourceful problem-solving, driving continual enhancements and innovative technologies. Leveraged methodologies such as ITIL, KCS, and Shift Left to modernize operations and oversee technical and business challenges. • Facilitated a seamless transition for a government client’s $1 billion digital transformation by providing crucial input into the transition plan and support workflow.• Won 2023 Innovation Spike Award by designing and introducing a holistic QA program and balanced scorecard to attain quality metrics and enhance team performance.• Established a culture of excellence by defining clear policies and expectations, resulting in a high-performing Single Point of Contact (SPOC) Service Desk.• Implemented a Knowledge Management program based on KCS and grew knowledge portfolio from 6 articles to 216 from 2021 - 2022, and increased ticketing article use 96% through process alignment and setting performance expectations. • Launched a Quality Control Program that drove ticketing quality up by 79%, while reducing assignment time by 85% by putting in place a Time to Assign ticket KPI.• Cut Time to Resolve for various ticket types (Cases, Manual Service Requests, Incidents) by 50-96%, and created and automated 38 ServiceNow and 4 Tableau reports to enhance operational efficiency and customer insights.• Established, authored, and published new ticket processes, greatly improving ticket quality by 87% over a two-year period.

Fort Collins, Colorado

Oversaw incidents, request fulfillment, and change requests, while managing product development lifecycle from concept to production. Served as dedicated customer liaison, collaborating closely with clients to obtain product specifications and provide outstanding support through all phases of development and deployment. Coordinated tasks for design teams, ensuring project deliverables were met, and took charge of generating comprehensive release notes for each customer release. Wrote, and edited training documents and backup processes. Expertly led interviews and testing processes to recruit new hires.• Led the development of 30+ new product features weekly.• Automated timekeeping reporting to ensure accuracy and to minimize manual work necessary to product payroll and company billing.• Proactively took leadership for developing and managing the knowledge base and company documents, including attention to detail with configuration, style guides, templates, editing, approval, and publications.• Assisted with Jira configurations, weekly updates, and collaborated with the customer regarding weekly releases and backlog.

Fort Collins, Colorado

I spearheaded operational performance enhancements by crafting and implementing top-tier standards and implementing the ITIL framework, guaranteeing the widespread adoption of processes and procedures throughout the organization. I introduced precise standards and metrics, resulting in a substantial boost in operational performance.• Acquired approval and funding for Cisco QAM by ensuring top-tier phone performance and reporting and successfully implemented a replacement knowledge system using Atlassian Confluence by devising a compelling business case and prototype.

Rtp, Nc

I led a global team of 31 direct reports across Service Delivery, Desktop Support, Service Desk, Knowledge & Content Management, and Application Development. I established a dedicated QA team to ensure ticket quality and compliance. I streamlined and optimized the Service Desk, setting uniform guidelines and mentoring staff for knowledge base management. I managed 24/7 international customer support across Service Desk, Knowledge Management, and Service Delivery.• Curtailed handling by 37% subsequently elevating efficiency and uniformity in customer inquiries response through centralization of tools for phone, conversation, and ticketing, incorporating templates and short messages.• Restrained turnover to scarcely 1% annually through the formulation of scorecards measuring staff performance, leading to superior staff continuity, and harmonious employee contentment.• Scaled down attrition to scarcely 1% per annum by implementing performance evaluation scorecards, resulting in superior staff continuity and high team morale.• Deployed repositories on SharePoint/ServiceNow for maximizing knowledge sharing and collaboration with over 1K entries and a customer-facing knowledge base of over 500 articles.• Diminished call handling by 37%, heightened consistency in response to customer inquiries by centralizing tools for phone, chat, and ticketing procedures.• Augmented knowledge dissemination and teamwork by employing SharePoint and ServiceNow repositories, expanding the Knowledge Base by 75%.• Introduced formerly nonexistent formal criteria for phone calls, tickets, and service channels, thereby permitting all-inclusive demand and capacity reports.• Averted expenses by $60K via internal development and deployment of Workforce, Incident Management application.• Efficiently managed budget of $2 million by confirming maximum utilization of resources.