Sheila Kuester
Rhinelander,WI
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
23
23
years of professional experience
Work History
ITSM Manager
Aspirus, Inc.
08.2022 - Current
- Implemented ITIL processes for Change Management, Major Incidents, and Root Cause Analysis.
- Worked with teams across organization to improve customer experience.
- Created weekly, monthly, and yearly reporting from Service Now to track progress.
- Analyzed Workflows.
- Increased SLA's by over 20%.
Service Delivery Manager
Ascension Technologies
01.2015 - 08.2022
- Lead Networking, Telecom, and Field Service teams over 7 hospitals and 21 clinics.
- Cross-trained teams to deliver timely and reliable solutions to technical issues.
- Created reports and dashboards in Service Now.
- Worked with clinical and technical leadership to resolve repeat issues.
- Improved SLA's.
- Created effective positive working relationships.
IS Technical Services Senior
University Of Wisconsin - Stevens Point
12.2014 - 01.2015
- Managed operations of campus switchboard and service center.
- Set standard for delivering exceptional customer service and technical support across wide variety of software and hardware technologies.
- Develop and maintain highly visible and positive presence and relationship with IT, faculty, staff, and students.
- Day-to-Day oversight of all Service Desk functions, ensuring efficient and effective problem resolution.
Desktop Support Technician
Nicolet Area Technical College
09.2000 - 07.2014
- Implemented first electronic tickets system.
- Implemented first online chat option.
- Purchased, setup and installed new computers.
- Worked with various systems, software and peripherals and various types of games.
- Obtained and evaluated information about new systems, peripherals and software technology.
Education
Some College (No Degree) - Information And Communication Technologies
University of Wisconsin - Stout
Menomonie, WIAssociate of Applied Science - Computer Science And Programming
Nicolet Area Technical College
Rhinelander, WI06.2000
High School Diploma -
Rhinelander High School
Rhinelander, WI06.1994
Skills
- Customer Relationship Management
- Verbal and Written Communication
- Project Management
- Performance Tracking and Evaluations
- Cross-Functional Team Management
- Key Performance Indicators (KPI)
- Change Management Process
- Document Organization
- Process Research
- Incident Management
- Performance Improvement
References
Available upon request.
Timeline
ITSM Manager
Aspirus, Inc.
08.2022 - Current
Service Delivery Manager
Ascension Technologies
01.2015 - 08.2022
IS Technical Services Senior
University Of Wisconsin - Stevens Point
12.2014 - 01.2015
Desktop Support Technician
Nicolet Area Technical College
09.2000 - 07.2014
Some College (No Degree) - Information And Communication Technologies
University of Wisconsin - Stout
Associate of Applied Science - Computer Science And Programming
Nicolet Area Technical College
High School Diploma -
Rhinelander High School
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