Shawn Arnshek
Eastpointe
Summary
Dynamic IT leader with a proven track record at Comerica Bank, excelling in authentic leadership and data analysis. Spearheaded initiatives that consistently achieved over 95% customer satisfaction while driving team performance and collaboration. Expert in change management and efficiency, fostering a culture of continuous improvement and high-quality service delivery.
Overview
28
28
years of professional experience
Work History
VP Service Desk Manager
Comerica Bank
01.2011 - 10.2016
- Led a motivated team of 4 supervisors and 50 support technicians in providing IT services for 12,000 users in a 24/7/365 environment
- Directed the creation of reporting metrics to reflect production impacts and ensured that service levels were met on a consistent basis
- Initiated partnership with IT project teams to ensure proper support documentation was created prior to project implementation
- Consistently achieved customer satisfaction ratings of over 95%
- Planned and led implementation of project to upgrade from Peregrine to Computer Associates Service Desk
- Managed migrated from Nortel Symposium call center solution to Cisco Contact Center software
- Completed benchmarking review against other financial institutions with The Corporate Executive Board Company. Used results to drive continuous improvement efforts.
VP Request Fulfillment/Access Provisioning Supervisor
Comerica Bank
09.2006 - 01.2011
- Supervised dedicated MAC (moves/adds/changes) team handling access provisioning and request fulfillment for new and existing employees
- Maintained and adhered to compliance guidelines to mitigate risk to the organization
- Responsible for selection of candidates for permanent and contract analyst positions
- Ensured that timely performance feedback and reviews were performed
Help Desk Supervisor
Comerica Bank
02.2002 - 09.2006
- Supervised team of 15 support technicians
- Interviewed and evaluated candidates for permanent and contract analyst positions
- Performed regular performance feedback and reviews
- Evaluated tickets for trend information and proper escalation path
- Maintained schedule for 24/7/365 environment
Knowledge Manager
Comerica Bank
05.2000 - 02.2002
- Implemented software solution knowledgebase (Knowlix) for the help desk
- Defined documentation standards for process and procedure documentation
- Promoted cooperation and teamwork between the help desk and project teams
Field Support Technician
Comerica Bank
06.1998 - 05.2000
LAN Administrator
Jaffe, Raitt, Heuer & Weiss
08.1992 - 06.1998
Computer Operator
The Rehmann Group
01.1989 - 06.1992
Education
Bachelor of Science - Community Development: Community Services
Central Michigan University
Mt. Pleasant, MI12-2025
Skills
- Authentic leadership and change management
- Team building and collaboration
- Efficiency oriented
- Data analysis
- Goal setting
- Human resource management
- Performance management
- Motivating employees
- Customer service
Accomplishments
- Directed and motivated a team of supervisors and IT technicians supporting 12,000 users in a continuously changing 24/7/365 environment
- Successfully managed incident, problem and change management, assuring minimal service impact in the face of continuing calls for increased efficiency and staff reduction
- Initiated drive to enhance continuous improvement procedures through completion of benchmarking review against other financial institutions (The Corporate Executive Board Company)
- Identified and implemented software solution knowledgebase (Knowlix) to improve help desk responsiveness (service levels) and increase user satisfaction
- Improved help desk service quality by establishing process to ensure proper support documentation creation by project teams prior to server/desktop implementation
Primary Skills
- Authentic leader and change agent
- Able to create a capable, effective team in a challenging work environment
- Efficiency oriented; driven to analyze relevant data, establish and achieve goals
- Talented human resource manager; experienced in addressing underperformers as well as motivating high potential employees
- Focused provider of superior customer service
Timeline
VP Service Desk Manager
Comerica Bank
01.2011 - 10.2016
VP Request Fulfillment/Access Provisioning Supervisor
Comerica Bank
09.2006 - 01.2011
Help Desk Supervisor
Comerica Bank
02.2002 - 09.2006
Knowledge Manager
Comerica Bank
05.2000 - 02.2002
Field Support Technician
Comerica Bank
06.1998 - 05.2000
LAN Administrator
Jaffe, Raitt, Heuer & Weiss
08.1992 - 06.1998
Computer Operator
The Rehmann Group
01.1989 - 06.1992
Bachelor of Science - Community Development: Community Services
Central Michigan University