Cynthia

Service Deliver Manager @Matthews International

Pittsburgh, PA, US

Drove the initiative to start a bot program to have chat at the Service Desk, implementing a small repository of FAQ’s for the Artificial Intelligence, AI, to use, and have a live agent answer • Lead projects with deliverables; ex FlexForce users were escalating all tickets for SAP Security, Improved escalation process for login resets to go to Service Desks and escalations for FlexForce users reduced by 98%. • Transformed Level 0 operations Service Desk from catch and dispatch to a Level 1 Service Desk acknowledging tickets with Knowledge articles and working tickets to resolution, or at least doing first steps before escalating to next level. • Implemented Gatekeeper process for any questions on Knowledge that are outstanding at the Service Desk instead of tickets bouncing or tickets Aging at the desk • Instituted the requirements for the Major Incident Management, MIM, log and how to utilize the data for Problem Management RCA Process • Delivered top quality documented process documents for Incident, Major Incident Management, Knowledge Management and Change as well as other documentation as needed • Spearheaded a full-scale hand off, of low-level Service Delivery items to a vendor providing training, documents, and supervision • Transformed the Daily Management Review, DMR, into a full level Service Management Daily Morning call • Established a training program around the Information Technology Infrastructure Library, ITIL, standards to train all of the technical resources • Initiated the Weekly Operations calls with tower leads **Customized a detailed ticket report and dashboard that is reviewed weekly with tower leads • Conceptualized, Communicated, and trained full end-to-end Customer Satisfaction process. Which included working with and training all the Tower Leads and Managers

Pittsburg State University

Master of Business Administration - MBA, Business Administration and Management, General

Strayer University

Bachelor of Business Administration (BBA) 2017, Business Administration and Management, General