Service Improvement Analyst Resume Plainsboro, NJ - Hire IT People

SUMMARY:

A highly regarded, well - qualified, dedicated, and seasoned Service Improvement and Help Desk Specialist with a wide range of talents including more than 12 years of comprehensive experience in global Information Services support, planning, analyzing, implementing, and monitoring service deliverables.
Well versed at aligning the voice of the customer with corporate values and objectives.
A superior communicator; adept at forging and fortifying strong professional working relationships.

AREAS OF STRENGTH:

PROFESSIONAL EXPERIENCE:

Confidential

Plainsboro, NJ

Service Improvement Analyst

Responsibilities:

Created a culture of continuous improvement. Analyzed weekly achievement survey data and determined agent knowledge gaps which contributed to low satisfaction ratings. Structured and implemented improvement plans resulting in a customer satisfaction rate increase.
Provided highest degree of customer satisfaction by resolving complexed incidents. Demonstrated expert knowledge of the services provided.
Coached Service Desk Agents on problem-solving, conflict resolution, effective task handling, and waste reduction. Collaborated with the Incident Manager to develop service policies, processes, and procedures and document in knowledge base.
Worked with Subject Matter Experts to validate documented knowledge articles. Created metrics to capture real-time data, and expose/remove process waste.
Investigated, negotiated, and formulated service delivery improvement processes; standardized service delivery processes to reduce variations and achieve improvement. Analyzed processes used to identify root causes of problems in the backlog process. Engineered improvement efforts to reduce backlog waste by 20%.
Triaged incidents, performed incident management tasks after escalation via telephonic and written communication.
Conducted troubleshooting and problem solving to minimize personnel down time. Installed, upgraded and supported applications, hardware and networking.
Performed remedial repairs on laptops, desktops, printers and mobile devices.
Provided high level critical thinking and analysis. Administered successful resolution to high impacting, complex incidents. Used ServiceNow Service Management for workflow management and to monitor incidents and networking problems.

Selected Achievements:

Traveled to Geneva Switzerland to collaborate with Information Services colleagues in Europe, Asia Pacific, and Brazil to create a high performance culture.
Reduced technical escalations from the Service Desk to other support groups by 2.5% for an annual savings of $106K.

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Service Improvement Analyst Resume

Plainsboro, NJ

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