Otis White

Background

About Otis White

Innovative EUS Solutions Architect with 22 + years of proven success in leading and managing professional service delivery, with demonstrated expertise in Service Desk, Field Services and Desktop Engineering solution development. Customer-centric technical business partner and trusted advisor who has been recognized for abilities to achieve targeted cost savings while aligning customer needs with available technology solutions. An effective problem solver who identifies and removes roadblocks to client success and innovates solutions that lead to complete IT transformations that boost productivity and improve team dynamics. Dedicated team player who thrives in a fast-paced environment with competing deadlines where every detail counts, and responsiveness is critical. CORE COMPETENCIES AND ACHIEVEMENTS Solutions Architecture: Gathered and analyzed historical service desk and field services tickets and performance data to uncover customer needs and develop solutions that bridge gaps, improve service delivery, and provide cost savings for customers. Team Leadership: Built and led high-performing teams of up to 150 global team members, including onshore, nearshore, and offshore service desk support models. Proven track record of hiring, training, and leading service desk teams for new accounts. Client Relationship Management: Customer-centric account manager and business partner with demonstrated abilities to cultivate strong relationships with customers and key stakeholders to foster long-term client success and retention. Communication: Effective communicator with expertise in developing documentation, creating proposals, and delivering customer-facing and executive presentations, including new business proposals, contract renewals, and expanding the scope of work. Dynamic Workplace Solutions (DWS): Creative problem-solver and solutions architect with expertise in service desk, field services, and desktop engineering solutions. Subject Matter Expert on leveraging tools and technology that reduce touchpoints and improve service desk delivery options, including the implementation of self-service tools and portals.