Valerie Kroetsch
Service Delivery Manager
- Role
- Service Delivery Specialist at Insight Global
- Location
- Franklin, OH, US
- LinkedIn followers
- 500 followers
About Valerie Kroetsch
Experienced with Customer Relationship Management, Project and Program Management…
Experience
Service Delivery Specialist
Jun 2020 — Present · Cincinnati, OH, US
Provided support and services working on different projects and programs, identifying ways to make service offerings better or creating new service offerings and resolving service problems.• Resolve customer issues with access to applications and review access management requests for external and internal users and resolve access issues by working with users or their managers. Train others on what this process is, why it’s used, and what they need to do to get access. Work with the L1 Service Desk for best practices and resolving access issues. Using ServiceNow (SNOW), update service tickets, add comments and requests, close tickets, and create reporting to identify service trends.• Identified an opportunity and created a TEAMS autobot to automatically send out reminders to users to renew their access forms prior to their expiration dates. The bot increased the renewals and prevented those users from going inactive. Worked with the development team on creating the bot reminders ensuring that they go out only to renewing users. • Wrote reference documents and PDFs for a new application service desk, training the team how to write new troubleshooting guides. Maintained documentation for both internal and external web pages describing what the software is, how to access it, how to use it, and how to request support in ServiceNow.
Education
University of Phoenix
MBA
2005 — 2006
Wilmington College (OH)
Bachelor's degree
Skills
- Project Management
- Management
- Cross-Functional Team Leadership
- Customer Satisfaction
- Data Center
- Servers
- Crm
- Customer Service
- Service Delivery
- Process Improvement
- Enterprise Software
- Logistics
- Solution Selling
- Hp
- New Business Development
- Cloud Computing
- Program Management
- Business Development
- Business Process Improvement
- Customer Relationship Management (Crm)
- Hp Products
- Storage
- Vendor Management
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