ANITA HASBURY-SNOGLES

13377 Westwood Lane

Orange, VA 22960
Cell 540 395 4222
Home 540 661 3429
ahc7c060@westpost.net

PROFESSIONAL SUMMARY
Proactive, passionate Service Desk Manager and Business
Support Analyst with 10+ years experience in high-volume
academic and government environments. Committed to
responsive user support, approaching all issues with
patience, flexibility, a positive attitude and a sense of
urgency. Achieved national recognition for innovative
solutions to process improvement and service delivery.
* Skilled relationship builder, with a proven track
record in managing high-performance teams and partnering
with business leaders to achieve a common strategic vision.
World traveler, adept at working with multinational staff
across all cultures.
* Consistent, well-organized and dependable performer who
stays on-task and on-time despite shifting priorities and
tight deadlines.
* Highly analytical and resourceful in solving complex
problems, striving to ensure that issues are resolved to the
customer's satisfaction. Reputation for turning the most
difficult customers into service ambassadors.
KEY COMPETENCIES
Service Desk Management ITIL Best Practices
Helpdesk Operations User Training and Meeting Facilitation
Outsourcing SLA Management/Vendor Relations
Reporting and Metrics Hardware/Software Acquisition
Project Management Client Relationship Management
PROFESSIONAL CERTIFICATIONS
ITIL - Version 1; Version 3 in process
PROFESSIONAL EXPERIENCE
UNIVERSITY OF VIRGINIA, Charlottesville, VA; 02/2009 -
Present
HELP SERVICES MANAGER/SIS HELP DESK ANALYST; 1 year 7
months
Charged with overseeing seamless move to an outsourced
Helpdesk. Transitioned from PeopleSoft Help Desk Analyst.
Monitor vendor SLAs and drive process improvements
to reduce response time and increase customer satisfaction.
Provide technical support to faculty, staff, students and
parents regarding all aspects of university life, including
admissions, records, finance and administration.
KEY ACCOMPLISHMENTS:
* Ensured Helpdesk agents were fully prepared to handle
any technical queries encountered over the different stages
of the university year.
* Suggested major changes that substantially improved the
tracking and monitoring of calls, statistics, incidents and
escalations.
 * Identified and rectified vendor SLA problems with:
> email cases that had not been responded to for 4 weeks
despite the SLA indicating it was being met in 10 minutes.
> 60% allocation for key metric, enabling directors to
renegotiate a lower cost.
* Played major role in PeopleSoft implementation; quickly
mastered new product and contributed to testing, massive
data cleanse and management report setup. Provided
unparalleled customer support to first-time system users.
* Instrumental in development of a comprehensive support
knowledgebase.
Environment: Remedy, PeopleSoft, Windows, VPN
HORSEQUEST USA LLC; 02/2007 - 12/2008
PERSONAL SABBATICAL; 1 year 10 months
Rode horseback throughout the USA for charity. Designed and
developed content for group Websites, including shopping
site and membership site.
TEST VALLEY BOROUGH COUNCIL, Andover, England; 1998 - 2007
9 years
BUSINESS SUPPORT MANAGER (2004 - 2007) / Supervisor (2000 -
2004)
Promoted to manage IT Services supporting 500+ users in a
Citrix thin client Windows, Active Directory and Exchange
environment. Led and empowered personnel and cost-
effectively tracked IT spend. Selected and procured new
hardware/software and directed implementation and upgrade
projects through the life cycle. Monitored SLAs and
coordinated with networking and other teams to ensure
targets were achieved. Compiled user and performance
statistics using Crystal Reports and other general survey
methodologies. Liaison between third party suppliers and
consultants.
KEY ACCOMPLISHMENTS:
* Transformed service function from reactive to proactive
by implementing ITIL best practices: incident, problem
and change management.
* Recipient of National UK "Sunrise ITSM Excellence
Award", as the person contributing most to the improvement
of Service Management within their organization. Award was
presented by Noel Bruton, author of "How to Manage the IT
Helpdesk".
* Introduced a newsletter that kept users informed of
short-/long-term IT developments.
* Prevented the purchase of unnecessary, costly
hardware/software licenses.
* Organized and delivered training/workshops for new
hires and existing users.
* Developed sound policies and procedures for new IP
Telephone system.
* Effectively represented Service Department at various
internal and external events, including itSMF (IT Service
Management Forum) and HDI (Helpdesk Institute UK).
Environment: Windows, Citrix, MS Office, Active Directory,
Exchange, VNC, RSA Secure ID
Earlier Role: HELPDESK ANALYST (1998 - 2000)
PRIOR EXPERIENCE
Office Manager, Leisure Dept, Test Valley Borough Council,
Andover, England
Office Manager and Licensed Real Estate Agent, San Diego,
California
Scientific Research Assistant in Toxicology, Boots Co PLC,
Nottingham, England
TECHNICAL SUMMARY
PLATFORMS: Windows, Citrix Thin-Client
SOFTWARE: MS Project, MS Office Suite, Visio, Remedy, Active
Directory, Exchange, PeopleSoft, SharePoint, Crystal
Reports, GIS
PROFESSIONAL TRAINING
Train the Trainer
Project Management (PRINCE2), Management Program and
Supervisory skills
City and Guilds Computer Skills, Cricklade College, Andover,
England
EDUCATION
Trent University, Nottingham, England
A.S. (equivalent - HNC), Applied Biology