Stephanie Lebsock Email & Phone Number

Loveland, Co

Loveland

Currently on a team of 2 supporting 1500 employees as a 1st line of contact for a broad spectrum of issues and problems. Support delivered VIA email and phone. Liaison for Mobile Telephony services with 3rd party vendor. Responsible for compiling monthly cost analysis and providing it to the IT director as well as identify areas for cost savings on mobile services and use.Provide remote support to field employees using various tools and technologies using the current ticketing system ZendeskAssist in knowledge document creation based on new processes and procedures as well as first hand knowledgeEnsure all tickets are answered in a timely manner and with superior customer service.

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Project Manage various teams to implement IBM ticket tools. Completed deployment of Goldman Sachs ISM ticket tool as well as Integrations for custom support bridges including: eBond bridge, and Envision bridge for auto ticketing. Past account deployments include: Direct Energy, Manpower, Morgan Stanley Smith Barney, Chubb Insurance, Standard Insurance, Flour and DeCa CARTS.Responsible for daily touch points with teams to ensure projects are on target. Maintain project plans in Microsoft Project, Project Definition reports, financials and reporting, and personnel reporting back to TTIM. Maintain ISM teams, Integration Service teams and align with process Project Manager for seamless deployment.IBM ITIL Certified as well as HDI certifiedBest BuyEnd User Services Project Manager Dates: June 2008 – March 2010 Conducted Due Diligence of client’s existing environment Collaborated with multiple owners and stakeholders in acquiring and documenting client’s existing knowledge into the CKM knowledge database, including Oracle, SAP, Mainframe and Remote Desktop. Reviewed and tested 50+ scenarios as outlined in the Helpdesk Statement of Work. Partnered with Accenture to define and submit EUS requirements for the Impact Problem and Change Management tool Developed and documented online agent training modules Led classroom training for 100+ agents in preparation to support the on-boarding company’s infrastructure Provided continual education to existing agents, while keeping current on training module and training processes  Completed daily reports using IMPACT for daily management status meetings

Boulder

USDA Forest ServiceEnd User Services Trainer Dates: June 2004 – June 2008 Completed Due Diligence of client’s existing environment Developed and customized the agent’s training package Trained an average of 20 Help Desk agents per month Provided continual training to an average of 20 agents per month, while keeping current on training modules and processes  Manned the control desk for high severity issues Conducted customer calls to identify areas to improve ticket and agent qualityHalliburtonEnd User Services Team Lead Dates: May 2001 – June 2004 Obtained clear understanding of the client’s existing environment Customer focal point for ticket quality, SLA/SLO’s, staffing and documentation updates Investigated and ensured resolution of all severity 1 tickets to ensure SLA attainment Ensured all documentation in the agent’s CKM database was accurate and up-to-date Provided 24x7 on-call support Resolved staffing and scheduling issues to ensure all gaps were addressed Performed quality telemonitors on each agent Compiled and provided “brown bag” sessions on new documentation for current and new agents

Education record

Psychology

High School, General