
Robin Woolridge

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About me
Service Delivery Manager @ DXC Technology | IT Service Management
Education

Richland College
-Buisness
Experience

DXC Technology
Nov 2000 - nowOversee operations for an Account Technical Service Desk Level 1 and 1.5 team of over 250 employeesCultivated and have maintained a trusted relationship with our client.Ensure Service Desk is delivering quality service and is meeting all KPI’s and SLA’s. Provide leadership and direction to the Service Desk.Meet with client and DXC Leadership regularly to review reporting on metrics, continuous improvement opportunities, receive and provide feedback. Escalation point of contact between Service Desk and the client.Oversee staffing levels, service desk spending, and identify areas for efficiencies. Show less -Oversee daily operations of level 1 helpdesk. - Ensure monthly SLA’s and KPI’s are met- Identify and mitigate potential negative volume impacts- Analyze Service Desk metrics, recognize trends and provide ad hoc reporting as needed- Identify opportunities for efficiency, automation and continuous improvement opportunities for the Service Desk and implement solutions- Ensure Service Desk is prepared for new support roll outs or process changes- Perform RCA’s as needed- Ensure staffing levels are met for required productivity, including interviewing, hiring of both direct hire, and working with external staffing vendors Show less
Service Delivery Manager
Nov 2019 - nowOperations Manager
Jul 2009 - Nov 2019Help Desk Supervisor
Apr 2005 - Jul 2009Escalation Specialist
Apr 2004 - Apr 2005Customer Service Representative
Nov 2000 - Mar 2004
Licenses & Certifications
- View certificate

Introduction to Prompt Engineering for Generative AI
LinkedInJun 2024 - View certificate

What Is Generative AI?
LinkedInJun 2024
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