Duvelsza Baxter

Managed a Digital Operations Center team consisting of Analysts II and Analyst III, responsible for monitoring production systems using Datadog and supporting facilities and end users through ServiceNow incident tickets, phone, or scheduled server maintenance.

• Monitored the performance of all IT services to ensure SLAs were being met or exceeded.
• Provided guidance on best practices for incident management, problem resolution, and change control.
• compliance with company policies, procedures, and standards regarding the use of IT services.
• Tracked user requests using ticketing systems such as ServiceNow or JIRA; created reports on incidents resolved, opened tickets.
• Planned weekly team meetings to inform the team of new processes or procedures to ensure we were all on the same page.
• Created PTO and call off procedures in Confluence to ensure staffing needs were met.
• Maintained close connection with project personnel to quickly identify and resolve problems.
• Created task lineup for our team to use as a focus base that they use today to stay on target on ticket queue. I.E. INCs / Account Creations / Terms / Tasklist/ PTO/Sick.
• Wrote a guideline entitled "New Year Productivity Guide" for productivity and phone etiquette and knowing your audience to help the team focus on productivity on tickets and and calls in general.

• Provided Client support via clear verbal and written communications through our department support line and through our then ticketing system Assistme.
• Able to contact and triage the appropriate support for P1/P2 or escalated issues without guidance via PagerDuty, Slack, and Email.
• Provided thorough written P1/P2 documentation to our stakeholders.
• Deliver support, install, and configure desktop software using standard procedures.
• Maintain detailed notes, network documentation, and updated tickets to further along the issue or resolve and close them.
• Monitor/work in the various queues in our ticketing systems called Service Now.
• Maintain systems through regular scheduled and unscheduled maintenance during the day and during Scheduled Wednesday maintenances.
• Managed Account creation in multiple applications, Active Directory, LDAP, Duo, as well as assist with setting up Office 365 for activating and exiting employee accounts and peripherals.
• Monitor, maintain, systems to help support all teams.
• Supported handheld devices such as; Handheld, Ring scanners, Honeywell and assisted managing damaged devices to ship out for repair and programming them after repair.
• Operations support, Fast Pick Centers, and Click and Collect store trouble shooting or escalation to product owners.

Customer Care Supervisor, Peapod LLC , Lake Zurich, IL Nov 1997 – Oct 2007

* Managed a team in Customer Care to support with Marketing, procedures and ideas to help our department assist customers with any and all issues.

* Assisted with training marketing materials weekly with my team as well as any ideas to put in place "Focus of the week" to bring focus to the team on service record codes to ensure we were logging any customer issues properly.

* Monitor/work in the our call queue with the goal of answering calls in a timely fashion and at a rate daily to ensure customers needs were met.
* Strived to keep moral up in the workplace on a daily basis, and maintained a professional relationship with my department and team.

* Assisted with taking customer calls during different spick in calls throughout the day to keep myself up to date with customer concerns and assisted working with other teams to bring attention to issues.

* Maintain department goals such as percentage of calls and assigning individual to work on eGain to assist customers via email. We also used Telecom orders at this time and would have a group taking customer calls for orders placed of the phone.

* Listened and reviewed calls with my team to assist with maintaining our goal to assist, educate and resolve any customer issues.

* Completed yearly reviews for each individual on my team.