Lee Bishop

Experience

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  MidSouth Data Systems

  Jul 1993 - Jan 2001

  Responsible for overall leadership, direction and support to the Parts Inventory Department. Reduced MidSouth’s part inventory by 11.8%, resulting in an 18.4% increase in profitability for Parts department in 1997. Responsible for onsite equipment repairs for a variety of Customers in the Upstate of S.C. territories. Repaired a variety of IBM, NCR, Fujitsu POS terminals, printers, personal computers, scanner/scales, deli/meat scales and packaging machines. Maintained a Company owned vehicle with $25K worth of parts inventory and test equipment.

  • Parts Inventory Manager

    Jan 1997 - Jan 2001

  • Customer Engineer

    Jul 1993 - Jan 1997
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  Kyrus Corporation

  Jan 2001 - Jan 2004

  Depot Repair Manager

  Responsible for all management functionality for Depot and Repair Departments, including monitoring and managing parts backlog, margin, completion and time to repair parts, and customer satisfaction.

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  Agilysys Inc

  Jan 2004 - Jan 2007

  Service Delivery Manager

  Directly responsible for entire service delivery process from scoping services to contract signing to delivery to project close out. Responsible for monitoring and managing implementation progress and customer satisfaction. Engage with parts administration to develop service procedures for customers. Ensure depot/repair technicians follow established procedures. Responsible for account planning and meeting revenue and profit objectives for department. Hire, develop and mentor staff to ensure resource pool is sustained to meet business objectives. Show less

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  Kyrus Solutions

  Jun 2007 - Dec 2013

  Business Process Manager

  Directly responsible for Hardware Service Administration and the business process development around the Metrix Service Software. Responsible for developing, documenting, and implementing processes for the following functions: receiving, shipping, inventory, outsourcing, parts procurement, service call management, and billing. Hire, develop and mentor staff to ensure resource pool is sustained to meet business objectives.

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  Tolt Solutions

  Jan 2014 - Aug 2015

  Business Process Manager

  Directly responsible for Hardware Service Administration and the business process development around the IFS Metrix Service Management Software (CRM). Responsible for developing, documenting, and implementing processes for the following functions: receiving, shipping, inventory, outsourcing, parts procurement, service call management, and billing. Primary IT support contact for the Metrix application, web, and database servers. Led development effort for new interface between Metrix System and Microsoft Dynamics SL ERP for inventory, invoicing, and cost transactions. Establish new audit and compliance objectives for the Metrix System and provide necessary reporting. Hire, develop and mentor staff to ensure resource pool is sustained to meet business objectives. Show less

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  Retail Business Services

  Aug 2015 - Feb 2018

  Manager Service Delivery

  Directly responsible for Service Delivery Management of the business process development around the BMC Remedy AR ITSM system and interfaces. Responsible for process improvement and documentation of the following functions: incident, knowledge, reporting, and dashboards. Primary IT support contact for the BMC Remedy AR ITSM system and interfaces. Assisted in the process development effort where a new interface between BMC Remedy and ServiceNow ITSM systems was created to pass incident tickets. Establish new operations dashboard reporting for period reviews of Vendor performance. Developed new Microsoft SQL views in the BMC Remedy Database to be used for Reporting and Dashboard tools. Hire, develop and mentor staff to ensure resource pool is sustained to meet business objectives. Show less

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  Ahold Delhaize USA

  Feb 2018 - now

  Service Delivery Manager

  Directly responsible for Service Delivery Management of the business Process, Controls, and Performance Analytics development around the ServiceNow ITSM system and interfaces. Responsible for process improvement and documentation of the following functions: Incident, Integrations, Reporting, and Dashboards. Primary IT support contact for the ServiceNow ITSM Interfaces. Assisted in the process development effort where a new interfaces between our Partner ITSM systems and our ServiceNow ITSM system were created to pass incident ticket data real time. Assisted in the stand-up of the Field Service Module (FSM) in our Servicenow instance, the creation of related training materials, and personnel training. Established new operations reporting for period reviews of Vendor performance and Brand reviews. Hire, develop and mentor staff to ensure resource pool is sustained to meet business objectives. Show less