Sabrina Bender
Service Manager at Endurance IT Services- Claim this Profile
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Bio
WT Guthrie, MBA, PMP, Lean Six Sigma Black Belt
Sabrina is the lead of our Help Desk. She is responsible for managing 7 people and over 30,000 tickets per year. She continually strives to improve processes and upgrade our systems to include more functionality. She runs our morning meetings and has developed numerous reports to capture metrics ensuring we are providing world-class support. I highly recommend Sabrina as she will do an outstanding job.
Ken Esser
In my position at Smithfield, I worked extensively with Sabrina in troubleshooting technical and other issues involving the logistics systems at Smithfield. Sabrina was detail oriented, and always followed through to completion on every issue that came up. I enjoyed working with Sabrina, not only because she cared about the job being done right, but also cared about the people she worked with. Sabrina was a pleasure to work with, and I hope that in the future, we have an opportunity to work together again!
WT Guthrie, MBA, PMP, Lean Six Sigma Black Belt
Sabrina is the lead of our Help Desk. She is responsible for managing 7 people and over 30,000 tickets per year. She continually strives to improve processes and upgrade our systems to include more functionality. She runs our morning meetings and has developed numerous reports to capture metrics ensuring we are providing world-class support. I highly recommend Sabrina as she will do an outstanding job.
Ken Esser
In my position at Smithfield, I worked extensively with Sabrina in troubleshooting technical and other issues involving the logistics systems at Smithfield. Sabrina was detail oriented, and always followed through to completion on every issue that came up. I enjoyed working with Sabrina, not only because she cared about the job being done right, but also cared about the people she worked with. Sabrina was a pleasure to work with, and I hope that in the future, we have an opportunity to work together again!
WT Guthrie, MBA, PMP, Lean Six Sigma Black Belt
Sabrina is the lead of our Help Desk. She is responsible for managing 7 people and over 30,000 tickets per year. She continually strives to improve processes and upgrade our systems to include more functionality. She runs our morning meetings and has developed numerous reports to capture metrics ensuring we are providing world-class support. I highly recommend Sabrina as she will do an outstanding job.
Ken Esser
In my position at Smithfield, I worked extensively with Sabrina in troubleshooting technical and other issues involving the logistics systems at Smithfield. Sabrina was detail oriented, and always followed through to completion on every issue that came up. I enjoyed working with Sabrina, not only because she cared about the job being done right, but also cared about the people she worked with. Sabrina was a pleasure to work with, and I hope that in the future, we have an opportunity to work together again!
WT Guthrie, MBA, PMP, Lean Six Sigma Black Belt
Sabrina is the lead of our Help Desk. She is responsible for managing 7 people and over 30,000 tickets per year. She continually strives to improve processes and upgrade our systems to include more functionality. She runs our morning meetings and has developed numerous reports to capture metrics ensuring we are providing world-class support. I highly recommend Sabrina as she will do an outstanding job.
Ken Esser
In my position at Smithfield, I worked extensively with Sabrina in troubleshooting technical and other issues involving the logistics systems at Smithfield. Sabrina was detail oriented, and always followed through to completion on every issue that came up. I enjoyed working with Sabrina, not only because she cared about the job being done right, but also cared about the people she worked with. Sabrina was a pleasure to work with, and I hope that in the future, we have an opportunity to work together again!
Credentials
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Microsoft Certified: Azure Fundamentals
MicrosoftJan, 2022- Nov, 2024 -
ITIL 3.0
BMC SoftwareNov, 2006- Nov, 2024
Experience
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Endurance IT Services
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Service Manager
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Feb 2019 - Present
Reports to the VP of Delivery and oversees the daily operations of 12 Service Desk and 5 Field Engineers. Serves as point of escalation for Service Desk Team, vCIOs, virtual IT Managers (vITM), and Field Engineers. Responsible for process development and deployment with the team. Ensures everyone adheres to Incident Management, Problem Management, and Change Management Processes. Engages teams as needed while maintaining positive relationships with support and engineering teams. Coordinates schedules to utilize resources.Serves as point of escalation for clients, providing support to ensure a positive and effective client experience. Creates cross-functional teams as needed to achieve customer satisfaction and incident resolution. Analyzes client’s business, and infrastructure requirements to suggest solutions to align with industry-standard best practices. Identifies proactive activities and drives continuous improvement from lessons learned and other processes to prevent escalations. Provides, composes, and sends communications via email to the client when a Global event or general communication occurs. Interviews, hires and trains new team members. Mentors team as a Staff Support Manager (SSM) for the Managed Services Desk Team which includes career training and promotions. Manages and coordinates Service Desk and after-hour work schedules to ensure proper coverage always occurs. Investigates tickets or issues that are outside metrics. Creates and documents support procedures, policies, and processes based on ITIL to improve the customer experience, increase first call resolution rates, and provide information to support the client. Recommends business processes, and anticipated requirements, uncovered areas of improvement and development, and implements solutions to improve efficiencies. Performs evaluations of current processes to ensure they are meeting standards. Suggests improvements to processes to maintain adherence to metrics. Show less
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Infrastructure Consultant/ Project Manager
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Mar 2016 - Feb 2019
Provided onsite technical client support, which included managing software updates, servers, backups and troubleshooting Incidents, and fulfilling service requests. Responsible for composing and delivering communications via email to the User community when a Global event or general communication occurs.Created and documented support procedures, policies, and processes based on ITIL to streamline and improve the customer experience, increase first call resolution rates, and provide information to support the client. Evaluated business processes, and anticipated requirements, uncovered areas of improvement and development, and implemented solutions to improve efficiencies. Performed user acceptance testing that involved applications utilized to improve new or existing processes. Led ongoing reviews of business processes and developed optimization strategies for clients we supported. Managed projects, developed project plans, and monitored performance for client onboardings. Monitored deliverables and ensured timely completion of projects. Served as a liaison between stakeholders and users by providing verbal and email communications which included gathering critical information with various stakeholders to present recommendations for moving the business forward with technology. The objective was to enhance efficiencies to improve the business and ROIs.Stayed up-to-date on the latest process and IT advancements to automate and modernize systems. Show less
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Wall, Einhorn & Chernitzer, P.C.
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United States
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Accounting
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1 - 100 Employee
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Information Technology Support Analyst III
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Jul 2009 - Mar 2016
Worked under the direction of the IT Director to provide the primary interface between Information Technology and users of the firm. Responsibilities included managing the day-to-day department activities, IT projects, the Help Desk, and, providing support to users who need assistance in order to adequately utilize the Firm’s technology resources. Responsible for the planning, scheduling, and writing of step-by-step document processes and management of software installations, rollouts, troubleshooting, and providing training on new software and features. Served as a liaison between stakeholders and users by providing verbal and email communications which included gathering critical information and reporting it to IT Director to present recommendations for moving the business forward with technology. Evaluated business processes, and anticipated requirements, uncovered areas of improvement and development, and implemented solutions to improve efficiencies. This included administering and utilizing a service management ticket system to create an onboarding and offboarding process that was utilized across all departments involved in the process. Served as the primary point of contact when user escalations were sent to the IT Department. Analyzed the issue and solved the problem either directly or indirectly, by utilizing staff to perform the resolution. Once resolved, followed up with the User to make sure the issue was resolved and then documented the solution in the Knowledge base section of the ticket system, to prevent this from happening again. If the issue was repetitive, researched the issue, documented a solution, and then got all stakeholders involved in order to plan, schedule, and implement the solution. Served as the project manager on small projects by managing and creating project plans, monitoring deliverables, and ensuring timely completion. Show less
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Smithfield Foods
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Smithfield, VA
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Help Desk Supervisor/Remedy Administrator
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May 2005 - Jun 2009
Created workflow that would assist Remedy Support Users to launch remote software from within Remedy instead of going outside the system to launch the remote software. As Remedy Administrator/Developer upgraded Remedy 6.3 to BMC Remedy ITSM 7. Provided data administration, Remedy Support, troubleshooting system issues, installation of patches to the system and development and testing of program changes and adding other application features. Handled database outages coordinating with database administrators, network system administrators in order to find solutions. Used BMC Remedy knowledgebase and ARSList website along with other forums in order to research and get answers on development questions, database errors and Remedy errors when they occur. Managed BMC Remedy ARS forms, active links, filters, and associated objects. Created customized/ad hoc reports using Seagate Crystal Reports, version 11 and SQL language, and Excel 2003; and reviewed data for accuracy and completeness. Analyzed the reports for trends and issues the help desk may have in delivering customer service. Reports were also used by senior management to monitor Help Desk performance and identify areas that needed improvement. Managed team of 9 members of The Smithfield Help Desk which supports over 3,500 employees located throughout various areas of the country. In charge of creating, documenting support procedures, policies, and processes based in ITIL in order to streamline customer service, and increase first call resolution rates and knowledge transfer within the IT Department. Leads the day-to-day activities on the Help Desk, including receiving and troubleshooting Incidents, as time permits. Increased help desk team’s average first call resolution from 40 percent to 60 percent within 18 months. Responsible for composing and delivering communications via email to User community when a network event outage occurs. Show less
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Keane Inc
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United States
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1 - 100 Employee
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Remedy Administrator/Help Desk Team Lead
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Apr 2004 - May 2005
Appointed to the contract to assist the Help Desk Manager to revamp the existing help desk by developing policies, and procedures in order to streamline and develop policies that would improve the teams customer service, improve first call resolution and knowledge transfer with the rest of the IT Department. The Smithfield Help Desk 6 team members supported over 3,500 employees located throughout various areas of the country. Primarily on the East Coast. Documented support procedures, created a troubleshooting guide for the Smithfield Help Desk and trained staff. Lead the day-to-day activities on the Help Desk, including receiving and troubleshooting Incidents. Increased Average first call resolution to 60 percent. This was 20 percent more than what the current goal was during this period of time. Worked on upgrading Remedy 6.3 from TrackIT help desk software system, which included directing the Remedy Developer, on configuring and enhancing Remedy 6.3 as the Administrator of the system. Created customized/ad hoc reports using Seagate Crystal Reports, version 8, 9 and SQL language and Excel 2003; and reviewed data for accuracy and completeness. Analyzed the reports for trends and issues the help desk may have in delivering customer service by using the TrackIT and Remedy 6.3 systems. Reports were also used by senior management to monitor Help Desk performance and identify areas that needed improvement. Show less
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TDS, Inc - Because Centurum, Inc.
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Arlington, VA
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Desktop Team Lead/HEAT Administrator
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Apr 2000 - Apr 2004
GSA Contract – United States Department of Justice, Office of Justice Programs – Public Trust Clearance Managed the OJP Desktop team responsible for deploying desktops for the OJP Help Desk supporting over 1,000 users. Coordinated and scheduled desktop deployments with customer; implemented procedures improving the Help Desk’s desktop management program. Worked on implementing i-HEAT 8.03 (web based HEAT) and HEAT 8.03 Auto Ticket Generator. Streamlined Help Desk service delivery and problem resolution by implementing HEAT’s Business Process Automation Management solution to report and escalate problems via email to pagers and cell phones, i.e. Open Ticket, Virus and Network Outage Alerts. Appointed as HEAT Administrator responsible for managing OJP’S ticket tracking system application. Maintained the HEAT application, SQL 2000 server, HEAT Database and client software configurations. Upgraded the HEAT Application from version 4.11to 6.01 and recently to 8.01. Converted the database from Access 97 to SQL 2000; and performed routing SQL 2000 server and HEAT database maintenance. Created customized reports using Seagate Crystal Reports, version 8 and SQL language; and reviewed data for accuracy and completeness. Analyzed the reports for trends and issues the help desk may have in delivering customer service by using the HEAT system. Reports were also used by senior management to monitor Help Desk performance and identify areas that needed improvement. Drafted the OJP Help Desk user guide and technical manual, detailing the proper use of the system and documenting its information and network infrastructure. Trained Help Desk staff on ticket tracking procedures. Served as the administrator and primary support contact for OJP’s PC fax application software, RightFax, version 8.5. Performed installations and troubleshooting; and developed RightFax quick reference guide for new users. Show less
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CENSUS, UNITED STATES BUREAU OF THE
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United States
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Government Administration
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1 - 100 Employee
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Computer Assistant, CAMS Help Desk
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Apr 1996 - Apr 2000
Assisted supervisor managing CAMS Help Desk personnel; participated in Help Desk policy and procedural decisions, and implemented change to improve Help Desk operations. Document support procedures, create a troubleshooting guide for the CAMS Help Desk and trained staff. Provided end user support for the Bureau’s proprietary software Administrative Information Management System (AIMS) and Commerce Administrative Management System (CAMS);and other standard software including Windows 95 desktop software and VAX/VMS. Collaborated with database administrators, computer specialists and system analysts to resolve user issues; and developed and maintained tracking system for system enhancement requests using Microsoft Access 97. Performed database maintenance for AIMS; and recovered documents using QBF. Installed COTS software packages and updated AIMS user profile information on the network. Office Automation Clerk, AIMS Help Desk Provided end user support for the Bureau’s proprietary software, Administrative Information Management System (AIMS); and other standard software. Support delivery included troubleshooting software and hardware problems; installing COTS software; creating macros and similar aids for users. Worked with database administrators, computer specialists and system analysts to resolve user issues. Maintained AIMS user profile information on the network. Conducted AIMS Training. Trained all new employees and existing employees. A total of 12 to 14 people per class. Show less
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Education
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College of Southern Maryland
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