Summary
Overview
Work History
Education
Skills
Timeline
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Todd Peterson

Rio Rancho,NM

Summary

Dynamic Digital Support Manager with extensive experience, excelling in team leadership and technical support. Proven track record in enhancing customer satisfaction and streamlining operations through effective training and policy development. Adept at managing global service desk teams while ensuring compliance and data security.

Overview

29
29
years of professional experience

Work History

Digital Support Manager

Columbia Sportswear Co.
03.2018 - Current
  • Manage onshore and offshore Service Desk teams ranging 12-21 people who support 24x7x365 global operations for offices, retail locations and distribution centers spread over dozens of countries in four continents.
  • Assisted in the transition of several key enterprise platform and solution changes. Examples include, but not limited to: ERP platform migration from JDEdwards (AS/400) to SAP (MS SQL), HR Platform migration from PeopleSoft to WorkDay, and ITSM solution changes from Remedy to Cherwell to JSM.
  • SME in several key areas including; SOX/PCI compliance controls, global account management and data security processes, data backup and recovery, support process refinement, and global fleet management of print devices
  • Manage daily operations to ensure smooth functioning of the support department. This is accomplished through staff meetings and analyzing metrics for trends and potential areas of improvement.
  • Monitor employee and customer interactions to assess quality of service. This is accomplished by reviewing voice recordings and survey feedback for coaching and training opportunities.
  • Assigned as an attache' at the American Consulate in France to help promote peace in Eastern Europe. No, not really - just wanted to see if you were still reading this. However, I like to promote a culture of continuous learning and internal career pathing by collaborating with other managers to establish stretch assignments between IT support departments.


Senior Service Desk Analyst

Columbia Sportswear Co.
03.1999 - 03.2018
  • Functioned as a '2nd in Charge' role, which included managing minor projects, assisting with staff coverage issues and filling in as the manager when he was otherwise unavailable.
  • Primary trainer for new department hires, which included various solutions, support processes and other responsibilities the Service Desk handled. I was also a presenter for corporate New Hire Orientation presentations. This included brief instructions on initial account configuration steps, data security tips and how to engage the Service Desk for support.
  • Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance. For issues where remote assistance was unavailable, I would "convert geek-speek to English" approach to help promote understanding of the issue. This would help decrease the amount of reoccurrence.
  • Created and curated the first department knowledge base. The team was able to utilize process documentation for efficient, consistent results and remediation. We were also able to leverage user-facing documentation for a consistent self-service experience for several common IT issues.

Service Desk Analyst

Columbia Sportswear Co.
02.1997 - 03.1999
  • Provided technical support on a catalog of ~300+ applications and business processes, as well as monitored production systems during off-hours shifts.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support. Assisted users with not only remediation, but with the how/why to help prevent repeat incidents.
  • Assisted in upgrading the O/S platform on all corporate workstations from Windows 3.1 to Windows 95 and eventually Windows NT.
  • Assisted the migration of HP print devices to Lexmark, as well as implementing print-anywhere technology (PrintRelease) and an automatic consumable replenishment program.

Education

Associate of Arts - General Studies

Clark Community College
Vancouver, WA

Associate of Science - Sports Medicine

Washington State University
Pullman, WA

Skills

  • Technical support expertise
  • Teamwork and collaboration
  • Problem-solving
  • Technical support
  • Training and mentoring
  • Staff management
  • Policy development
  • Policy enforcement
  • Cross-functional collaboration
  • Customer service expertise

Timeline

Digital Support Manager

Columbia Sportswear Co.
03.2018 - Current

Senior Service Desk Analyst

Columbia Sportswear Co.
03.1999 - 03.2018

Service Desk Analyst

Columbia Sportswear Co.
02.1997 - 03.1999

Associate of Arts - General Studies

Clark Community College

Associate of Science - Sports Medicine

Washington State University

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Todd Peterson