Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Additional Information
Timeline
Generic

Shanna Gilberg

Millbury,MA

Summary

Versatile Senior Manager specializing in Technical Support and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Strong focus on driving organizational maturity, Customer Experience and improving the Customer Journey through better use of technology, streamlined processes and behavior change management.

Overview

28
28
years of professional experience

Work History

Sr Manager, L2 Support

Amwell
05.2022 - Current
  • Provide strong leadership to enhance team productivity and morale
  • Improved L2 Employee Engagement score from 32% to 74% in first year
  • Systematically identified new systems, tools, and processes to improve L2 support delivery
  • Implemented and developed operational standards, policies and procedures
  • Delivered over $150,000 in value via process improvements and shift left in less than one year
  • Conduct performance evaluations, compensations and hiring to maintain appropriate staffing requirements
  • Rebuilt reputation of L2 Support and gained respect of internal and external stakeholders within first year
  • Transformed L2 Support into a productive and successful technical support team
  • Eliminated 4500+ case backlog and brought KPIs within expectations in less than one year
  • Successfully built cross-functional relationships across the company to drive support improvements
  • Developed a strategic roadmap and aligned the team vision to position L2 Support for success as the company continues to grow and evolve

Service Delivery Manager

HCL Technologies, Staples
07.2017 - 05.2022
  • Responsible for Service Delivery and SLA management of 24/7/365 Off-shore IT Services:
  • End-user Computing (Global Service Desk, Provisioning, Remote Desktop Support and Retail Level 2 support teams), Knowledge Management, ITSM (Critical Incident Management, Change Management and Problem Management), and Database tracks for Staples
  • Maintain customer retention and procure new business by delivering an exceptional Customer Experience
  • Achieved Annual Net Promoter score of 100 each year from 2017-2022
  • Maintain employee retention through proactive progression and succession planning and providing an exceptional employee experience
  • Conduct gap assessments and propose new solutions and services to Customer, including leveraging Artificial Intelligence and Machine Learning innovations such as AI Chat Support and ‘self-healing’ tools powered by ML
  • Partner with Staples ITSM tool (ServiceNow) team to identify and implement ServiceNow enhancements to enhance Customer Experience (through improved self-service and user-facing knowledge management), and improve IT employee experience (through smart ticket routing, integrations with ACD system, identification of VIP stores and individual users, etc.)
  • Optimizing resource management, utilization and productivity while balancing Customer requirements with account P&L (Balanced Scorecard)
  • Identify opportunities for proactive problem management, automation, efficiencies and value-adds, resulting in YoY incident elimination, improved MTTR and reduced Customer downtime
  • Delivered over $1 million in value-adds to Staples Customer annually
  • Manage a team of 6-8 direct reports and over 100 indirect reports

Manager, Help Desk

Boston College, Information Technology Services
01.2007 - 07.2017
  • Managed the daily operations of the technical Support Center, including budgeting, hiring and managing a staff of 12 and ensuring service delivery targets were met
  • Responsible for leading the ITS student employment formation program for over 200 Boston College student employees
  • Coordinated ITS involvement in First Year Experience and Back to School activities
  • Managed internal and cross-functional projects, including outsourcing internal hardware repair to an external vendor
  • Managed Computer Hardware Repair and Printer Repair Vendors
  • Led strategic planning activities for Support Center services to meet evolving University needs and expectations
  • Responsible for developing and leading Incident Management and Knowledge Management strategies
  • Managed Support Center operations based on industry best practices, principles of operational excellence and continuous service improvement
  • Developed entry-level Help Desk Specialists and prepared staff for promotions within Boston College.
  • Cross-trained existing employees to maximize team agility and performance

Manager of IT Student Services

Harvard Law School
12.2004 - 12.2006
  • Led strategic planning and implementation of new services and technology initiatives for HLS students
  • Responsible for IT Student Services Computing Lab and Student Employment budgets
  • Responsible for all student-related communications, including creation of ITS student handbook and web pages
  • Coordinated incoming student orientation processes and distribution of ITS registration materials
  • Developed student IT related policies and procedures
  • Managed student computing lab and kiosk services
  • Served on ITS senior management team and represented student services on IT project teams
  • Managed and mentored a staff of 20 student employees and 1 FTE

Student Services Administrator, ITS

Harvard Law School
07.2001 - 12.2004
  • Responsible for all aspects of hiring, training and supervising team of 15 Student Help Desk employee specialists that supported approximately 2000 HLS students and visiting researchers
  • Established policies and processes for ITS Student Help Desk
  • Served as second tier support for Student Help Desk; coordinated with Vendors/ other departments to resolve technical problems that crossed network, server and desktop environments
  • Planned, researched, tested and implemented new initiatives and technologies
  • Drafted and managed ITS Student Services budget of $150,000
  • Maintained and deployed public use kiosk and labs
  • Developed and produced student-focused documentation, web pages, and communications
  • Represented student perspective on cross-group project teams

Accounting Assistant

Harvard Law School
11.1998 - 07.2001

Assistant Film Buyer

General Cinema
11.1997 - 11.1998

Residential Assistant

United Cerebral Palsy Of Western NY
05.1995 - 06.1997

Education

Master of Arts - Higher Education

Boston College
Chestnut Hill, MA
05.2014

CSS - Administration and Management

Harvard University Extension School
Cambridge, MA
06.2004

BA - Psychology, Educational Studies

STATE UNIVERSITY OF NEW YORK At FREDONIA
Fredonia, NY
05.1995

Certified XLA Ambassador -

HDI
2022

ITIL Operational Support and Analysis Certification, Pink Elephant -

Pink Elephant
2017

IT Leadership Program -

MOR Associates
2016

ITIL Foundations Certification, Third Sky -

Third Sky
2010

Support Center Manager Certification, Help Desk -

HDI
2008

Skills

  • Cross-Functional Communication and Collaboration
  • Employee Development and Experience
  • Managing Operations and Efficiency
  • Budgeting and Resource Management
  • Organizational Change Management and Continual Improvement
  • Data-Driven Decision-Making

Accomplishments

  • Delivery of over $1M in value added improvements annually for 5 straight years at HCL
  • 10% reduction in operating costs YOY while simultaneously improving SLA achievement and service delivery at Staples
  • Managed Annual Budgets and Contracts >$2M
  • Transformed L2 Support in less than 1 year at Amwell

Affiliations

Help Desk Institute, member since 2007

  • VP of Membership 2010-2016

NERCOMP, member 2001-2017

  • Served on Annual Conference Program Committee 2008-2010

Educause member 2001-2017

Additional Information

  • HDI Manager of the Year National Finalist, 2016

Timeline

Sr Manager, L2 Support

Amwell
05.2022 - Current

Service Delivery Manager

HCL Technologies, Staples
07.2017 - 05.2022

Manager, Help Desk

Boston College, Information Technology Services
01.2007 - 07.2017

Manager of IT Student Services

Harvard Law School
12.2004 - 12.2006

Student Services Administrator, ITS

Harvard Law School
07.2001 - 12.2004

Accounting Assistant

Harvard Law School
11.1998 - 07.2001

Assistant Film Buyer

General Cinema
11.1997 - 11.1998

Residential Assistant

United Cerebral Palsy Of Western NY
05.1995 - 06.1997

Master of Arts - Higher Education

Boston College

CSS - Administration and Management

Harvard University Extension School

BA - Psychology, Educational Studies

STATE UNIVERSITY OF NEW YORK At FREDONIA

Certified XLA Ambassador -

HDI

ITIL Operational Support and Analysis Certification, Pink Elephant -

Pink Elephant

IT Leadership Program -

MOR Associates

ITIL Foundations Certification, Third Sky -

Third Sky

Support Center Manager Certification, Help Desk -

HDI

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Shanna Gilberg