Sheila Kuester
Service Delivery Manager @Aspirus Health
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WORK HISTORY
Service Delivery Manager @Aspirus Health
Implemented ITIL-based processes for Change Management, Major Incident Management, and Root Cause Analysis, enhancing operational consistency and accountability.Collaborated with cross-functional teams to identify pain points and improve the overall customer experience.Developed and maintained weekly, monthly, and annual performance reports using ServiceNow to track KPIs and service trends.Conducted in-depth workflow analyses to identify inefficiencies and recommend process improvements.Achieved a 20%+ improvement in SLA compliance through targeted process enhancements and proactive issue resolution.
EDUCATION
University of Wisconsin-Stout
Information and Communication Technologies
Rhinelander High School
General Studies
Nicolet Area Technical College
Computer Programming/Analyst
ABOUT SHEILA KUESTER
Strategic IT leader with extensive experience in ITIL/ITSM frameworks, service desk…
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