1. Donna Hutto
Professional Summary:
I am a customer service professional with expertise in creating operational excellence through consistent and cost
efficient processes, technology alignment and staff engagement. I’m experienced in managing 24x7 Service Desks;
skilled at motivating team performance in meeting SLA’s always achieving high marks in customer delight.
Professional Experience:
Cherwell Server Administrator
CHI - St. Lukes Hospital
September 2016 – January 2017
• Managed the Cherwell Server and application database
• Worked to improve the functionality and ease of use of the Cherwell tool
• Designed and Created a Self-Service Portal and a Service Request Tool
• Created reports and presentations
• Performed on-site and off-site training of the application
• Maintained service level agreements according to the SOP
Service Desk Manager
Tech Mahindra
August 2015 – September 2016
• Responsible for recruiting, training, and leading the Help Desk team.
• Manage the Help Desk team including consultation on performance evaluations, promotions, hiring and
disciplinary responsibilities.
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities.
• Ensures that decisions made to improve the overall customer support experience of the Help Desk are
continually carried through and benchmarked against our Customer Satisfaction Index (CSI).
• Coordinates personnel scheduling to ensure Help Desk coverage during normal business hours.
• Coordinates training requirements of Help Desk personnel and contributes to departmental productivity
and development objectives by participating in training programs.
• Accountable for meeting the demands of the customer’s Service Level Agreement established in their
contract.
• Designs workflows for the telephone system to effectively manage and route calls; analyzes call trends to
facilitate proactive solutions and appropriate courses of action; and takes corrective action as required to
improve service.
• Promotes a culture of teamwork, collaboration, and mutual respect.
International IT Service Center Manager
Frank’s International
September 2013 – May 2015
• Manage the Onsite Desktop support and helpdesk effort for both domestic and International sites, both
onshore and offshore. Responsible for managing 15 technician’s workload through the service
management process, monitoring ticket queues and responding timely to new tickets. Also track
outstanding tickets and contact users informing them of ticket progress and escalations in order to meet
the Customer Service objective.
31310 Ashton Village Ct • Spring, TX 77386 Donnahutto@sbcglobal.net Cell: 281-454-1871

2. • Hands on Manager to include but not limited to configuring computers, printer, scanners, and other
peripherals. Imaged computers utilizing KACE.
IT Quality Control Manager
DYONYX
February 2008 thru August 2013
• Review of Information Technology Services Organization resources to determine staffing needs for
reorganization – interviews performed with Data Center Operations, Service Desk, Desktop Support,
Technical Applications Support and Security team members.
• Identified all functional responsibilities of each team and determined gaps, functional redundancy across
teams and certifications held by IT as an organization.
• Created new Organizational Structure based upon IT Strategic Plan Service Delivery goals and functional
responsibilities with assigned resources.
• Defined and created all job descriptions for service desk.
• Created Incident and Crisis Management processes for Information Technology Services Organization in
accordance with ITIL best practices.
• Created SLA for Service Center Organization based on “Time to Respond” and “Time to Resolve” target
metrics.
• Defined business requirements for the implementation of a new Service Management System.
• Evaluated Cherwell, MS System Center Service Manager & Remedy to determine the best fit for
environment and strategic efforts
• Tracking, analyzing, and leading initiatives for all quality & customer complaint issues within the Service
desk.
• Provide day-to-day leadership to QA Department.
IT Services Supervisor/Trainer
Baker Hughes
December 2001 thru February 2008
• Coordinate Windows support efforts of Help Desk personnel.
• Oversee day-to-day support activities including problem resolution, request fulfillment and software
maintenance.
• Responsible for assuring internal customers are provided efficient timely support in a 24x7 environment.
• Responsible for validating that all Windows desktop/laptop systems meet Enterprise standards.
• Maintained a central knowledge base of information.
• Management of Windows desktop/laptop hardware and software vendor relationships.
• Manage department budget, staff schedules, task assignments, and project deliverables.
• Managed Help Desk staff including consultation on performance reviews, promotions, hiring and
disciplinary responsibilities.
• Maintained reporting and enforced IT Support SLA.
• Ensured that decisions made to improve the overall customer support of the Help Desk are continually
carried through.
Education
Stephen F. Austin State University, Nacogdoches, Texas
Concentration in Business
Comp-U-Tech, The Woodlands, Texas
A+ certified computer technician
ITIL Certification
Version 3 – June 2008
31310 Ashton Village Ct • Spring, TX 77386 Donnahutto@sbcglobal.net Cell: 281-454-1871

3. HDI Support Center Manager
Certified November 2009
CSM Qualifications
• Altiris
• Cherwell
• Connectwise
• UHC
• Heat
• Remedy
• Frank’s proprietary
• Tivoli
31310 Ashton Village Ct • Spring, TX 77386 Donnahutto@sbcglobal.net Cell: 281-454-1871