Bryan White

Service Desk Manager, Information Services @WakeMed

Raleigh-Durham, NC, US

Deliver transformation via process, policy, system, and teamwork maximization by effectively implementing quality-focused objectives to continually enhance performance and metrics. Expand and enhance exceptional service and support on Technical - Epic Service Desk through consistent, strategic planning and execution-Transformed the “Helpless Desk” into a Healthcare IT Service Desk resulting in an increase in Service Desk resolution rate from <20% to 46% of Information Services total incident / request volume, 90% of incident tickets resolved in <= 1 reassignment, Customer Satisfaction Survey score average of 97% satisfied, and misrouted ticket rate of <=2%. These improvements saved 62k+ ticket escalations to 2nd tier support over a four year period-Initiated a Service Desk vendor RFP selection process choosing vendors, chairing the presentation of capabilities, compiling the RFP then evaluating responses, creating a decision matrix that included a comprehensive cost comparison analysis, evaluating vendors during site visits, spearheading the selection of a new partner, negotiating costs, and co-writing the Statement-of-Work (SOW) with the new vendor.

Gonzaga University

Master’s Degree, Organizational Leadership

Ohio Dominican University

Bachelor's Degree, Business Administration