Kimberly Pasko

MetLife IT Service Desk

454 followers

Clarks Summit, Pennsylvania, United States

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Timeline
About me
Manager, IT Services at Valvoline Inc.
Education
- Wyoming Area Secondary Center
  -
Experience
- Siemens
  Feb 1998 - Sept 2002
  MetLife IT Service Desk
  • Triaged, resolved or escalated computer, server, security and hardware incidents and requests. • Tracked all incoming activities through client-specific incident management tool (BMC Remedy)• Provided training and mentor-level ongoing support for new employees• Managed incoming requests via centralized email box• Provided premiere level response times and support in compliance with Service Level Agreements• Facilitated support in Sales, Administrative and Customer Care Support disciplines/desks Show less
- Atos
  Sept 2002 - Jun 2021
  • Facilitate investigation, response/remediation and final response for all AMO Service Escalations• Overall Management and Reporting of Customer Satisfaction surveys• Facilitate weekly Touch-point meeting between HDL1 Management and AMO Team• Identify process improvement opportunities and coordinate Atos process updates• Assist XLC Service Management team with questions, reactive escalations, research information, etc.• Distribute and trend aging reports for all support groups• Oversee ICM process by developing & updating workflow as needed and serving as primary POC for team. Show less • Analyze, report and distribute metrics for Atos surveys across all 30+ client sites and disciplines • Manage Customer Satisfaction metrics to compliance per Service Level Agreements• Facilitate process improvements; draft and distribute process reviews • Facilitate investigation, response/remediation and final response for all service concerns • Present Customer Service Training for Atos technicians as scheduled• Provide Operational HD Support for Executive (VIP) support, field process questions, and host team meetings - Lean Six Sigma Yellow Belt Certified Show less
  - Quality and Performance Manager - Ashland & Valvoline
    Feb 2017 - Jun 2021
  - Business Analyst - XL Global Services
    Jan 2014 - Feb 2017
  - Customer Satisfaction Management - MetLife
    Sept 2002 - Jan 2014
- Valvoline Inc.
  Jun 2021 - now
  - Manager, IT Services
    May 2024 - now
  - ITSM Supervisor
    Jun 2021 - May 2024
Licenses & Certifications
- Certified Business Resilience IT Professional (CBRITP)
  BRCCI
  Feb 2022
- ITIL Foundation Level
  PeopleCert
  Mar 2023
Honors & Awards
- Awarded to Kimberly Pasko
  Promotion Announcement Lynette Zajac May 2024
- Awarded to Kimberly Pasko
  Atos Gold Accolade Atos North America Management Team Feb 2017 In honor of Kim Pasko For recognition by your company, Atos, your peers, and management team for going above and beyond in your achievements with team spirit and commitment to execute for Atos. You are hereby awarded a Gold Accolade for your high level of performance and accomplishment. Nominated by: Jason Marshall Message:Thank you for your excellent performance on the XLC escalation service. Your commitment to Atos and our customer is very much appreciated. You made this a… Show more In honor of Kim Pasko For recognition by your company, Atos, your peers, and management team for going above and beyond in your achievements with team spirit and commitment to execute for Atos. You are hereby awarded a Gold Accolade for your high level of performance and accomplishment. Nominated by: Jason Marshall Message:Thank you for your excellent performance on the XLC escalation service. Your commitment to Atos and our customer is very much appreciated. You made this a success and I thank you! Show less
- Awarded to Kimberly Pasko
  Positive Customer Feedback Jeffrey Liddy, XLC Manager of Global End User Services Jun 2016 "Kim Pasko has done a remarkable job for our account in responding to, tracking, investigating and writing up all escalations and feedback sent to Atos Action and Atos Feedback. These two escalation paths are critical to XLC and Kim is always very responsive to each escalation and takes ownership of them through to resolution and final writeup. I can always count on Kim to follow through on anything and everything thrown at her. And what's more amazing is her great attitude and pleasant and… Show more "Kim Pasko has done a remarkable job for our account in responding to, tracking, investigating and writing up all escalations and feedback sent to Atos Action and Atos Feedback. These two escalation paths are critical to XLC and Kim is always very responsive to each escalation and takes ownership of them through to resolution and final writeup. I can always count on Kim to follow through on anything and everything thrown at her. And what's more amazing is her great attitude and pleasant and sunny disposition. The escalation process is now an extremely efficient process with her behind the wheel. All accounts should adopt a similar process." Show less
- Awarded to Kimberly Pasko
  Employee Recognition / Service Desk QCI SIEMENS May 2011 Attached
Volunteer Experience
- Hospice volunteer
  Issued by Allied Services on Oct 2025
  Associated with Kimberly Pasko
- Volunteer / Companionship for Patients
  Issued by Hospice Of The Sacred Heart on Jan 2010
  Associated with Kimberly Pasko
- Host Family
  Issued by The Fresh Air Fund on May 2016
  Associated with Kimberly Pasko
- ESL Tutor
  Issued by United Neighborhood Centers of NEPA and United Neighborhood Community Development Corp. on Jun 2018
  Associated with Kimberly Pasko