Leslie Eubank
IT Sr Leader - IT Support Center and Customer Sales & Service Contact Center @Vail Resorts
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WORK HISTORY
IT Sr Leader - IT Support Center and Customer Sales & Service Contact Center @Vail Resorts
Broomfield, CO, US
In August 2021: Leading the customer-facing Corporate Sales and Service Contact Center responsible for a staff of over 300 handling in excess of 1M contacts annually.IT Support Center (Nov 2020-July 2020): Within nine months, transformed IT Support Center through assessing capabilities against industry best practice and creating a people, process, and technology roadmap. Drove organization redesign, created career pathing for team members, implemented multiple process improvements, and led the implementation of a new IT Service Management platform.
EDUCATION
Colorado State University
Bachelor of Science (BS)
Colorado State University
Master of Science (MS) - Mechanical Engineering
ABOUT LESLIE EUBANK
I am a successful IT Professional with extensive senior leadership experience across a variety of IT disciplines. I am a highly energetic, driven, passionate leader and positive change agent. Maintaining the status quo is not an option. I have demonstrated success and expertise in many IT functions- Service Management- Service Desk- Desktop Support- Test Center of Excellence- Applications Operations/Support- Program Management- Applications Integration & Development, Several organizations (Test CoE, Apps Operations, and IT Release Management) were created from the ground up, including vision, charter, staffing, methods & procedures. My experience includes contract negotiations, vendor management and working with large, outsourced service providers as well as large-scale in-sourcing and integration initiatives. I have a strong fiscal management background and recently became certified in Technology Business Management (TBM). As part of a leadership growth opportunity, I had the opportunity to lead several business operational areas: International Customer Service / Logistics Planning, Material Management, Reverse Logistics and Warehousing. Core competencies include- Creating and realizing a strategic vision - Creating a culture of continuous improvement - Contract negotiations and vendor management - Employee development and growth - Fiscal responsibility and management - Managing with data, metrics, and transparency - Building relationships built on trust - Positive change agent as evidenced by metric/financial results as well as accomplishments outside of official roles - Continued self-development as evidenced by self-sought certifications In addition to my core roles, I have had the passion and pleasure to lead the creation of programs for employee engagement, recognition, job exposure, and college internship. Contact me at 30••••••10 or l••••••••@comcast.net for IT Senior Leadership opportunities in the areas of IT Service Management, Service Desk, Desktop Support, Applications Integration, Program Management or IT Testing.** I am passionate about making a positive difference as measured by customer satisfaction, employee engagement, key business metrics, and bottom line results!**
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