Ronald Tang

Experience

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  Cardinal Health

  Jan 2002 - Jan 2019

  Managed daily operations for a team of 55 employees and contractors with a focus on internal business applications and work force management. Main responsibilities of the teams include tier one business application support, security administration (SAP, iSeries), customer eCommerce support, metrics/reporting and quality assurance.• Saved $2M by increasing efficiency, driving down call volume, promoting the use of self service, and controlling costs such as overtime and shift differential.• Eliminated several thousand request tickets through the implementation of several key enhancements, identifying opportunities for automation and removing wasteful processes that resulted in Type 2 savings.• Reduced labor costs by 20% over two years by increasing utilization while improving coverage and maintaining high service levels.• Led efforts to establish key performance indicators, develop new reporting in Tableau, and update quality assurance program which improved efficiency and customer satisfaction. Show less Managed a team of twelve technical specialists that provided IT infrastructure support at two large customer service centers (500+ employees at each location) and several distribution centers within the United States. Also managed two IT Asset Management senior analysts responsible for IT hardware asset life cycle management and inventory compliance.• Led migration of 1,500 users from Windows XP to Windows 7 and Office 2010 in a single year, reducing risk from potential viruses/malicious software and avoiding expensive extended support costs.• Led migration of our CRM system from Clarify to ServiceNow which included the creation of a new service catalog, designing process workflows, as well as developing proper service level metrics and reporting.• Participated in the migration of our IT asset management system from Altiris to ServiceNow. Defined and implemented hardware life cycle stages and disposal of hardware assets which prevented overspending. Show less Managed three different teams while in this role. The Active Directory team, responsible for user account management and network folder access within the Cardinal Health domain. The Messaging team, responsible for email, fax, instant messaging, and Blackberry management. The Identity and Access Management team, responsible for account provisioning and access management of internal business applications and external customer eCommerce applications.• Collaborated with application teams to automate repetitive tasks such as provisioning/deprovisioning in Identity Management, Active Directory and Exchange to dramatically reduce ticket volume.• Reduced labor costs 30% by streamlining processes, automating tasks, and improving efficiencies while decreasing errors. Savings gained here were re-invested to expand automation in other areas.• Continually challenged our processes to find opportunities for improvement. For example, the realignment of iSeries password resets to the IT Service Center allowed for faster issue resolution and a seamless customer experience. Show less Supervised a staff of 10 employees and several contractors. Daily responsibilities included user provisioning and access management of Active Directory domains, SAP, AS400, and customer eCommerce applications.• Realigned team members to leverage their strengths and improved the engagement process by creating new user-friendly request forms. This increase in efficiency allowed my team to process more tickets and take on more responsibilities without adding additional headcount or costs.• Consistently met or exceeded monthly service level agreements with the business and improved customer satisfaction by decreasing request fulfillment time.• Participated in multiple SOX compliance reviews, internal/external audits, as well as user access reviews. Researched service request tickets to track history, verify manager approvals and ensure the correct processes were followed. Show less

  • Manager, IT Service Center

    Jan 2014 - Jan 2019

  • Manager, Regional IT Support and IT Asset Management

    Jan 2010 - Jan 2014

  • Manager, Messaging and Directory Services

    Jan 2008 - Jan 2010

  • Supervisor, Identity and Access Management

    Jan 2005 - Jan 2008

  • Supervisor, Desktop Supoort

    Jan 2004 - Jan 2005

  • Senior Analyst, Desktop Support

    Jan 2003 - Jan 2004

  • Analyst, IT Help Desk

    Jan 2002 - Jan 2003
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  The Ohio State University

  Sept 2019 - now

  Senior Manager of Customer Experience