Stefanie McCollum

Service Management Supervisor at Columbia Insurance Group
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Contact Information
us****@****om
(386) 825-5501
Location
Columbia, Missouri, United States, US

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Credentials

  • HDI KCS V6.0 Foundation
    HDI
    Sep, 2020
    - Oct, 2024
  • HDI Support Center Analyst (HDI)
    HDI
  • HDI Support Center Manager (SCM)
    HDI

Experience

  • Columbia Insurance Group
    • United States
    • Insurance
    • 100 - 200 Employee
    • Service Management Supervisor
      • Nov 2018 - Present

      • Oversee the processing of requests to the support desk, ensuring courteous, timely and effective resolution of end user issues. Serve as an escalation level in incident resolution by giving in-person, hands-on support to end users or coordinating other resources. • Train, coach and mentor assigned staff. Oversee the development, implementation and administration of support desk staff training procedures and policies. • Develop Service Level Agreements (SLAs) to establish incident resolution expectations and timeframes. Coordinate delivery of solutions to enhance quality of service and prevent future incidents. • Track and analyze trends in Help Desk requests and generate appropriate reports. Assess need for system reconfigurations based on request trends and make recommendations as necessary. • Lead or assist with problem resolution and change management activities. • Organize and conduct service management related meetings and other communications. Show less

  • Columbia College
    • United States
    • Higher Education
    • 700 & Above Employee
    • Director of Technology Solutions Center
      • Jan 2009 - Nov 2018

      • Supervise Solutions Center, Computer Lab, Training, and Testing Center teams consisting of five full-time, five part-time, and twelve student employees • Develop technology communications regarding outages, planned maintenance, project implementations, training offerings, etc • Generate and analyze reports based on key performance indicators • Identify trends and provide steps for improvement in quality of service offerings and processes • Administer incident management system, remote desktop tool, and web conferencing system • Develop and deliver technology training classes for faculty and staff • Create and manage Solutions Center, Computer Lab, Training, and Testing Center budgets Show less

    • Helpdesk Analyst/Training Coordinator
      • Aug 2007 - Jan 2009

      • Plan, develop, schedule, market, and instruct in-seat and online training on various software applications and instructional technologies. • Create training materials and documentation, including training manuals, quick reference sheets, and video and interactive training modules on new software implementations.• System administration of CustomGuide, Blackboard Collaborate, Footprints Training workspace.• Establish a Security Awareness program proactively educating faculty and staff on security best practices. • Serve as first and second-tier support on various software applications over the phone and in-person documenting problem and resolution in a helpdesk ticket. Show less

  • William Woods University
    • United States
    • Higher Education
    • 200 - 300 Employee
    • Coordinator of Academic Technology/Instructional Technologist
      • Jul 2003 - Aug 2007

      • Administer and train students and faculty on Jenzabar Internet Campus Solution Online Course Management System • Supervise Computer Lab Specialist/Trainer in project planning, technology training workshop development and day to day activities • Consult, assist and train faculty on creation of online/hybrid course materials • Develop training materials and present workshops for faculty, staff and students in the operations of technologies promoting integration of technology to support university initiatives• Administer all aspects of instructional technology including marketing, scheduling, room setup and coordination with relevant academic departments• Manage Academic Technology yearly budget• Manage, schedule and train 10-13 student lab assistants Show less

    • Computer Lab Manager
      • May 2000 - Jul 2003

      • Provide technical training and assistance to faculty, staff, and students through workshops and documentation• Collaborate with faculty on hardware and software needs within university classrooms and computer labs to support learning through technology• Communication liaison between academics and information technology department• Daily Operation, hardware and software maintenance, and technical support for 12 Computer Labs --150 computers• Develop lab policy and procedure protocols for computer labs standardizing operations• Manage, schedule, and train 10-13 student lab assistants Show less

    • User Support Specialist
      • Aug 1999 - May 2000

      • Provide support and troubleshooting for faculty, staff, and students with hardware and software questions via phone and face-to-face contact• First-tier helpdesk support contact for all network-connected computers on campus• Track, follow up, and document help desk calls

Education

  • William Woods University
    MBA, Human Resources emphasis
    2003 - 2004
  • William Woods University
    B.S., Sports Medicine
    1995 - 1999

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