Stephen Dover
Columbus,United States
Summary
Technology Operations Leader specializing in team leadership and cross-functional collaboration. Achieved increased incident resolution rates through implementation of ITIL foundations and innovative problem-solving techniques, enhancing service delivery and operational efficiency. Focused on driving system performance and user satisfaction through effective solutions and strong team collaboration.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Help Desk Manager
JPMorgan Chase & Co.
Columbus, Ohio
05.2022 - Current
- Led team of Loan Level Support Analysts for MAX/MPX and loan level applications.
- Managed daily team performance, effectively addressing escalations and critical issues to maintain service quality.
- Assessed and implemented enhancements to improve operational effectiveness and service delivery.
- Analyzed team quality performance trends, recommending improvements based on findings.
- Directed major projects and process improvement initiatives while fostering positive employee experience.
- Acted as liaison with internal partners including Relationship Managers and Technology.
- Analyzed team quality performance trends, recommending targeted improvements to enhance service delivery.
- Directed major projects and process improvement initiatives, enhancing operational processes while promoting positive employee engagement.
Operations Delivery Manager
Accenture
United States
04.2021 - 04.2022
- Oversaw day-to-day operations of delivery team, assigning tasks and setting deadlines for optimal performance.
- Facilitated communication between clients and internal teams to enhance project execution.
- Facilitated communication between clients and internal teams for streamlined execution of projects.
- Developed risk management strategies to proactively mitigate potential project issues.
- Developed risk management strategies to address potential project issues proactively.
- Oversaw daily operations of delivery team, assigning tasks and setting deadlines to ensure project milestones were met.
Cloud Services Support Manager
Insight
Lewis Center, Ohio
11.2018 - 04.2020
- Led support team to enhance customer service by resolving inquiries efficiently.
- Monitored customer service metrics to pinpoint areas for improvement and implement solutions.
- Improved internal processes, resulting in quicker customer response times and increased employee productivity.
- Collaborated with cross-functional teams to streamline support processes and improve communication.
- Analyzed feedback data to identify trends and recommend service enhancements.
- Monitored customer service metrics to identify improvement areas and implement targeted solutions.
- Fostered an inclusive team culture, boosting collaboration and morale among support staff.
- Conducted regular meetings to address customer challenges and strategize solutions.
Information Technology Help Desk Manager
SafeAuto
Columbus, Ohio
01.2018 - 05.2018
- Oversaw help desk operations, ensuring timely issue resolution and enhancing client trust.
- Monitored help desk activities to swiftly deflect and manage escalated issues.
- Facilitated regular meetings to identify challenges and collaboratively develop solutions, fostering team cohesion.
- Collaborated with customer service supervisors to resolve daily customer concerns.
- Monitored help desk activities to proactively manage escalated issues and maintain service standards.
IT Manager
State of Ohio
Columbus, Ohio
09.2016 - 10.2017
- Managed two internal help desks at Ohio Department of Health, overseeing team of 10 technical support analysts to ensure efficient service delivery.
- Implemented Workforce Management tool for WIC help desk, reducing average speed of answer from three minutes to one minute and call abandonment from 16.5% to 8.7%.
- Increased satisfaction scores by applying conflict resolution and problem-solving techniques.
- Coordinated deployment schedule for Windows 10 and Office 2016 upgrade across department to ensure timely implementation.
IT Help Desk Manager
Nationwide Insurance Corp.
Columbus, Ohio
07.2012 - 04.2016
- Presented key performance indicators during daily stand-up meetings to align team objectives with performance goals.
- Managed operations of 15 Software Support analysts, focusing on business metric attainment.
- Managed operations of 15 software support analysts to achieve business metric targets and enhance service delivery.
- Monitored and presented key performance indicators via daily stand-up meetings.
- Handled communications during major technology outages, natural disasters, and virus outbreaks.
- Elevated Gallup Engagement scores from 3.58 to 4.31 through focused initiatives.
Service Delivery Manager
Techinsource
08.2010 - 01.2012
- Managed team of 22 technical support analysts and three team leads, driving operational efficiency and service quality.
- Conducted performance evaluations and made hiring, disciplinary, and salary decisions.
- Facilitated staff meetings to promote collaboration and communication within the team.
- Developed and delivered monthly Help Desk metric and productivity reports to executives and stakeholders, informing strategic decision-making.
- Ensured achievement of contracted SLAs by developing and implementing effective processes and procedures.
Client Support Service Manager
Cardinal Health
03.2006 - 07.2010
- Supervised team of 10 to 14 technical support analysts, improving performance evaluations and streamlining hiring processes.
- Supervised team of 10 to 14 technical support analysts, enhancing performance evaluations and hiring processes.
- Developed productivity reports that increased output and reduced request ticket turnaround times.
- Restructured four business application teams, achieving service level goals for the first time in a year.
- Created comprehensive reporting systems for business units to monitor web request volume and service levels.
- Designed end-to-end Case Management Process for Service Center accountability and Tier II ownership.
- Migrated MPM/Presource helpdesk operations into Service Center, delivering presentations to senior leadership.
- Facilitated monthly meetings with Dublin EIT Tier II groups to coordinate technology supervision efforts.
Help Desk Technical Support Manager
Time Warner Cable
03.2005 - 03.2006
- Managed team of 8 to 10 level 3 technical support specialists, overseeing desktop support issues and resolutions to identify trends and ensure adherence to support procedures.
- Promoted and given full accountability to introduce new technologies, standards and best practices into Technical Support Organization to support rapid growth and ensure highest quality support.
- Contacted customers to follow up on unresolved support issues. with dissatisfied customers to ensure that problems are resolved and customer service is improved.
- Developed processes and procedures for weekend and after-hours support for in-house and on-call technical support analysts, enhancing overall service availability.
- Scope of accountability spanned strategic planning, team building and leadership, project and program management, risk assessment, issue resolution, change management, process improvement, Service Level Agreements (SLAs), and customer desk and partner relationship management.
- Promoted and given full accountability to introduce new technologies, standards and best practices into the Technical Support Organization to support rapid growth and ensure the highest quality support.
- Pivotal role in migrating and monitoring operations of the Help Desk Organization to an outsourced partner.
- Follow-up on support issues with dissatisfied customers to ensure that problems are resolved and customer service is improved.
- Provided vision, leadership and framework to actively identify needs and resolve critical issues.
Help Desk Manager
AT&T
07.2001 - 02.2005
- Managed daily call center functions for diverse clients across Ohio, including state government and educational institutions.
- Developed processes for helpdesk personnel, improving issue resolution efficiency.
- Supervised staff to ensure adequate coverage while meeting management objectives.
- Provided ongoing training to enhance customer service skills and software proficiency.
- Produced and presented call-centric metrics reports to upper management, informing strategic planning.
- Oversaw hiring and training of personnel to maintain high service effectiveness.
- Implemented new policies to enhance customer support and align with product changes.
Program & Web Content Manager
AOL
01.1993 - 03.2001
- Developed and implemented targeted web content strategies to enhance user engagement across multiple platforms.
- Coordinated with cross-functional teams to align content with marketing initiatives.
- Oversaw content management system to optimize publishing processes and maintain site integrity.
- Analyzed user engagement data to refine content and enhance audience interaction.
- Oversaw content management system to streamline publishing processes and ensure website integrity.
- Monitored industry trends and competitor activities to inform content strategy and maintain competitive edge.
IT Help Desk Support Manager
CompuServe/AOL
01.1993 - 01.1998
- Led and empowered a 15-member team delivering efficient technical and customer service in a fast-paced call center.
- Trained new hires on ethics, professionalism, technical tools, and customer service standards to ensure effective team integration.
- Chaired strategic planning meetings to align team goals and improve communication across departments.
- Utilized reporting tools to provide upper management with insights for strategic and tactical planning.
- Trained new hires on ethics, professionalism, technical tools, and customer service principles.
- Chaired strategic planning meetings to motivate employees and enhance communication.
- Utilized reporting tools to support upper management in strategic and tactical planning.
- Represented CompuServe at industry trade shows, promoting services to current and prospective members.
Education
Military History
The Ohio State University
Skills
- Team leadership
- Ticket management systems
- Vendor management
- ITIL foundations
- Problem resolution strategies
- Service management
- Team leadership and building
- Creative problem-solving
- Agile methodologies
- Decision-making skills
- Communication skills
- Help desk supervision
Certification
- State of Ohio Leadership Program
- Targeted Selection Interviewing Certification Program
- Agile Expert Certificate of Proficiency
- Lean Six Sigma Yellow Belt Certification
- ITIL Foundation Level 3.0
Portfolio
www.linkedin.com/in/stephendover-60796a1
Timeline
Help Desk Manager
JPMorgan Chase & Co.
05.2022 - Current
Operations Delivery Manager
Accenture
04.2021 - 04.2022
Cloud Services Support Manager
Insight
11.2018 - 04.2020
Information Technology Help Desk Manager
SafeAuto
01.2018 - 05.2018
IT Manager
State of Ohio
09.2016 - 10.2017
IT Help Desk Manager
Nationwide Insurance Corp.
07.2012 - 04.2016
Service Delivery Manager
Techinsource
08.2010 - 01.2012
Client Support Service Manager
Cardinal Health
03.2006 - 07.2010
Help Desk Technical Support Manager
Time Warner Cable
03.2005 - 03.2006
Help Desk Manager
AT&T
07.2001 - 02.2005
Program & Web Content Manager
AOL
01.1993 - 03.2001
IT Help Desk Support Manager
CompuServe/AOL
01.1993 - 01.1998
Military History
The Ohio State University