Steven Cole Email & Phone Number

Sturbridge, Ma, Us

Sturbridge, Ma, Us

Round Rock, Texas, Us

Round Rock, Texas, Us

Round Rock, Texas, Us

- Accountable for the ongoing vision and design of the enterprise service portal. Built on ServiceNow, theportal is IT’s main face to all Dell employees, offering a service catalog, self-help knowledgebase andsupport engagement. Engage with IT Service Owners to establish their service presentation and fulfillment workflow in the enterprise service portal.- Partnered and collaborated with development and user experience teams to retire a heavily customized Service Portal and migrate to a new Service Portal leveraging ServiceNow’s out of the box portal technology. Ensured that existing functionality was maintained, and in many cases improved, including full mobile and tablet responsiveness. Interacted with scrum team to populate, groom and prioritize the feature backlog. Coordinated process and catalog consolidation for key services.- Configured and managed the deployment of the ServiceNow mobile app within the Dell organization.Assembled POC, gathered feedback and implemented recommendations for a company-wide roll-out.

Framingham, Massachusetts, Us

• Manage and partner with global support vendors responsible for Tier 1 incident management and standard change execution. • Effectively leverage lean enterprise to define and continuously improve production operations services globally. Coordinate with application teams to identify and transition services to Tier 1.• Develop and actively maintain process documentation and metrics to deliver Global Application Operations objectives. Create and effectively utilize visual management for both internal and customer-facing processes. • Monitor KPIs to ensure quality service is provided to the business within SLA. Investigate improvement opportunities and implement action plans to ensure future attainment.

Framingham, Massachusetts, Us

• Oversaw a Service Desk team of Bose employees and contractors. Phone screened, interviewed and hired Bose employees and contractors. Provided quarterly and yearly reviews for Bose employees.• Managed the daily operations of a Service Desk that answered an average of 200 calls per day. The Service Desk resolved approximately 4000 customer incidents and requests per month while maintaining a 65% catch rate.• Stabilized a team that experienced 100% contractor turnover and 50% Bose Employee turnover while facing unprecedented increases in call and ticket volume. • Represented the Service Desk on a variety of projects and coordinated the appropriate knowledge transfer to ensure proper go-live support.• Accountable for HyperCare (Early Life Support) preparedness, ensuring system stability immediately following project go-live.

Framingham, Massachusetts, Us

• Managed business critical incidents by ensuring quick initial response, involvement of appropriate technical resources and incident resolution within service levels. Provided frequent high-level communications to internal management and customers.• Monitored incoming tickets for trends based on incident type and categorization. Developed ad hoc reports to demonstrate trends and analyzed increases in incident volume. • Developed monthly reporting and presented results to CIS management teams and directors.

Framingham, Massachusetts, Us

• Appointed the SAP Business Area Representative and Super User for RDG, partnered with development teams on changes to the system, introduced new system benefits to RDG, and participated in regression testing. Provided first level support for store SAP questions and incidents. Entered CIS tickets and coordinated between stores and SAP support teams. • Researched incidents, provided data and assisted Loss Prevention and Corporate Security management in investigations. Held stores accountable for policies and procedures while maintaining a strong and supportive working relationship.• Assisted stores in researching and resolving operational incidents and inventory variances. Coached and educated RDG store management teams on SAP and operational procedures through daily phone and e-mail interactions.• Audited returns from RDG stores to Bose returns facility. Researched monthly in-transit report and reviewed with remanufacturing team to ensure that RDG is credited for returns shipments.

Order picking, packing & shipping. Cycle counting. Discrepancy research.

West Boylston, Massachusetts, Us

Day-to-day operations of golf course pro shop. Oversaw cart and bag room staff.

Masters, Business Management

Bachelor'S Degree, Business Management