WILLIAM ZIEHM

Work History

Helpdesk Manager

INGLES MARKETS

11.2018 - Current

Led the Helpdesk team, consisting of 2 direct reports and 26 indirect reports.
Transformed the Helpdesk department from a lightly used store operations support group to a full-service desk integrating all first and second line support for Ingles stores and corporate users.
Increased call answer rate from 32% to a steady 95+%.
Decreased response times for incidents and cases.
Sourced and led the implementation of a true call center phone system (3CLogic).
Developed training and mentoring programs to ensure hiring higher quality staff capable of moving into more advanced positions within the Ingles IT structure.
Enhanced Deskside support technicians with consistent staffing hours and dedicated resources to keep in-office staff and executives up and running with minimal delay.
Reduced time to train new tier 1 and tier 2 analysts to approximately 1 week through defined training programs and developing a dedicated Helpdesk trainer and documentation specialist.
Fostered communication between the Helpdesk and other IT groups.
Led the Order Management team, consisting of 1 direct report and 3 indirect reports.
Developed this department into a customer service-driven group despite having little prior experience.
Extended hours availability for order issues by cross-training all Helpdesk staff to assist with store orders.
Hired staff capable of taking overflow for Helpdesk calls.
Mentored a new supervisor who is fostering teamwork and communication in the department.
Integrated the Order Management team onto the phone system used by the Helpdesk, allowing store and enterprise users to have a single contact number for technical or order assistance.
Utilized technical background and business skills to communicate effectively with both technical and business professionals.
Collaborated with the Director of IT Operations to screen printer vendors and order enterprise-wide printer replacements.
Mentored all direct reports and built succession plans to ensure operations continue at a high level.
Built strong rapport with store leadership and corporate executives.
Developed Ingles IT Problem Management, proving the need for this critical business function and allowing in-depth investigation into recurring incidents, leading to better uptime of critical systems.
Utilized ITIL skills to improve Ingles Incident, Major Incident, Problem, Change, and Knowledge Management processes.
Created the Major Incident Response Team (MIRT) process, ensuring proper staff and communication are available to resolve critical incidents quickly.
Led quarterly open forum discussions with other departments to identify areas for improvement in IT operations.

PSS Manager

BATTERIES PLUS BULBS

08.2012 - 10.2018

Managed a team of five direct reports, eleven indirect reports, and three temporary off-site analysts in Point of Sale help desk.
Supported over 700 stores.
Maintained team schedule to ensure proper phone coverage and staffing levels.
Organized projects related to support.
Developed and maintained KPI and performance metrics for executives and trend analysis.
Scored recorded calls for quality assurance and coaching.
Liaised with other teams inside and outside of IT to maintain smooth support for over 700 corporate and franchise-owned stores.
Ensured desired problem-solving tactics were followed and service level agreements were met.
Analyzed calls, identified trends, and proposed solutions. Escalated recurring problems as necessary.
Managed the use of store applications and provided technical support to internal and external end-users.
Developed, implemented, and improved operational policies and processes.
Monitored call database and analyzed call and problem trends to ensure maximum issue resolution.
Performed hiring, disciplining, and rewarding of support team members.
Managed department, analyzed skills, and delegated ad hoc assignments for development opportunities.
Promptly addressed performance and behavior problems. Provided ongoing communication, leadership, and coaching. Conducted regular performance evaluations.
Evaluated new products and services and recommended changes to better aid end users.
Acted as an escalation point for stores for proper problem resolution when vendor service levels were not met.
Developed and maintained relationships with vendors and service providers. Oversaw service metrics, compliance, and contract terms.

Senior Business Analyst

BMO HARRIS BANK (FORMERLY M&I BANK)

01.2008 - 07.2012

Led the team for Remote Deposit Capture (Check Scanning) hardware/software.
Acted as project liaison for support of all new or upgraded software.
Responsible for sending corporate-wide communications for all technical updates and outages.
Member of Change, Problem, and Incident teams.

Local Technical Support

SC JOHNSON

06.2007 - 01.2008

Provided level 2/3 technical support for all hardware and software issues via desk side, telephone, and email support.
Coordinated PC moves within the campus or to remote buildings.
Supported multiple locations with minimal supervision.

Technology Assistance Center Analyst III

FOLEY AND LARDNER LLP

03.1999 - 02.2007

Coached and mentored level 1/2 analysts.
Handled highest level escalated technical issues.
Represented Technology Assistance Center at Technology Open Houses throughout the country.
Provided technical support for attorneys and staff from multiple locations both domestically and internationally.

Summary

Overview

Work History

Helpdesk Manager

PSS Manager

Senior Business Analyst

Local Technical Support

Technology Assistance Center Analyst III

Education

Computer Information Systems

Skills

Timeline

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