Walter Benard

Background

About Walter Benard

As a regional service manager at Cognizant, I have over 10 years of experience in the IT services industry, with a bachelor's degree in information technology services from Mississippi State University. My core competencies include managing teams of technicians, ensuring service quality and customer satisfaction, and overseeing project activity and demand. I am passionate about delivering innovative and efficient IT solutions that meet the needs of large and complex manufacturing environments. In my current role, I support EUC Tier 2 and 3 field services operations in multiple sites, including remote locations, for one of our key clients, Toyota North America. I review team performance metrics against Statements of Work to ensure SLA, KPI, and CPI requirements are met. I also manage demand and capacity for project activity, and assess and analyze ongoing staffing requirements and right-sizing per site. I interact with customer business and IT contacts and share performance reports as needed. I also participate in service improvement programs and identify improvement areas for technical performance. Some of the skills I use and apply in this role are help desk support, hardware, and printers. I value collaboration, communication, and continuous improvement, and I bring diverse perspectives and experiences to the team.