IT Operations
2015-2016
ITSS Team Leader
Critical Incident Coordinator
Working in support has given me a comprehensive view of all the software within our organization.
This role allowed me to see software support from a different perspective compared to my experience as a developer.
I learned how to coordinate IT teams to quickly resolve issues and minimize downtime, transitioning from an individual contributor to leading developers across various areas for effective problem solving.
Business Achievement
Providing Incredible Customer Service
At Wegmans, the focus is on providing excellent customer service. Leading the help desk team resulted in quicker resolution of customer issues, with an aim for an 85% first call resolution rate. This target was achieved through process improvements.
A partnership with development was initiated to ensure the team received thorough training on new features and technologies before release. This preparation allowed for better support of customers and proactive refinement of documentation.
Career Goals Achieved
Customer Solutions
Focus
-
Added chat messaging for issue reporting
Managing Others
-
First-time team management
-
Developed managerial courage and facilitated tough conversations
-
Learned to handle change through team collaboration
Process
Improvement
-
Converted manual reports into automated ones using Remedy, our support tool