Donovan Hebert

Experience

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  Dell

  Aug 1999 - Sept 2005

  Technical Resolution Specialist/Assistant Manager

  • Developed and deployed a training curriculum for technician proficiency in PC and hardware troubleshooting, resulting in increased productivity and improved operational effectiveness.• Managed performance and conducted quality audits for a technical team, ensuring consistent adherence to service standards and effective resolution of complex issues.• Facilitated the onboarding and ongoing education of new staff using the ETQ program and contributed to the creation of web-based tools to enhance team operations and business process efficiency. Show less

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  CVS/Caremark

  Oct 2005 - Mar 2008

  Customer Care Supervisor

  • Managed a team of up to 35 members, ensuring high-quality customer service and adherence to performance standards; oversaw disciplinary procedures and handled recruitment, including candidate interviews and selection.• Launched a comprehensive onboarding program to streamline new hire integration, and partnered with the Training team to refine training methodologies; contributed to process optimization by creating new documentation and implementing electronic tracking systems.

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  Deloitte

  Mar 2008 - Nov 2023

  • Managed strategic operations for Knowledge Management and Service Readiness, ensuring adherence to Agile methodologies and the Software Development Lifecycle.• Improved change management procedures, achieving enhanced delivery of projects and strategic initiatives within customer support.• Guided team members in leadership development, leading to the effective management of over 100 product and software projects annually and upkeep of 20,000+ knowledge assets.• Oversaw User Acceptance Testing and Organizational Change Management for Contact Center Infrastructure applications and platforms, facilitating training for approximately 1,200 agents in over 20 countries. Show less • Oversaw ITSM-Knowledge Management operational activities for a team of Knowledge Specialists, focusing on implementing self-service strategies to improve customer independence.• Directed the migration of knowledge base content to ServiceNow, enhancing support resource accessibility for staff and clients.• Enhanced team efficiency and productivity by optimizing processes, achieving a substantial 14-fold improvement.• Provided expertise in knowledge management and contact center operations through collaboration with cross-functional teams, and mentored team members to support their professional development. Show less • Developed support strategies and knowledge solutions for new product and service launches, improving the application of technology to enhance resource accessibility.• Coordinated with cross-functional teams to manage the implementation of technical solutions, mitigating risks to ensure seamless product deployments, and achieved alignment on solution strategies.• Conducted trend analysis to identify and resolve pre/post-launch issues, maintaining effective communication with management and key project teams to synchronize on updates and outcomes.• Created and delivered tailored training materials for varying experience levels and provided mentorship, elevating team proficiency in technical and business support areas. Show less

  • Manager, Service Readiness

    Sept 2020 - Nov 2023

  • Manager, Knowledge Management

    Oct 2013 - Sept 2020

  • Sr. Analyst, Service Readiness

    Mar 2008 - Oct 2013
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  Summit BHC

  Feb 2024 - Aug 2024

  Director of IT Service Delivery

  -Lead and manage the IT Service Delivery team, including service desk, service management, end user computing, and identity and access management functions.-Develop and implement IT service delivery strategies that align with business objectives and ensure high levels of performance and reliability. -Foster a culture of excellence, accountability, and ongoing improvement within the service delivery team.-Oversee the delivery of IT services to all locations, ensuring consistent and reliable performance. -IT Service Desk operations and continual service improvement -PC procurement and inventory management -Desktop support for end users -Identity and Access Management (IAM) -Implement and monitor service level agreements (SLAs) to ensure high-quality service delivery. -Identify opportunities for process improvements and implement best practices in IT service management (ITSM). Show less

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  Acadia Healthcare

  Aug 2024 - now

  Director, IT Policy, Process, and Communications

  • IT Policy Developmento Collaborate with key stakeholders and senior leaders to develop and update IT policies, standards, and guidelines based on industry best practices and organizational needs o Ensure that IT policies are aligned with the overall business strategy and comply with relevant laws and regulations as well as partnering with Information Security leadership to ensure risk mitigation.o Regularly review and update existing policies to address emerging challenges and incorporate feedback from relevant stakeholders.• IT Process Managemento Establish, document, and maintain IT processes and workflows to promote efficiency, consistency, and adherence to policies.• Compliance and Governanceo Ensure IT practices align with relevant regulatory requirements, industry standards, and security protocols.• Change Managemento Lead weekly Change Management meetings; track all changes, exceptions, and outcomeso Develop and implement IT change management policies, processes, and procedures to minimize risks and disruptions caused by changes to IT infrastructure, systems, and applications according to industry best practiceso Track and report issues, define and measure success metrics, and monitor change progress.o Coordinate IT changes to minimize the business impact of downtime. Show less