Sherry Hodgson
About Sherry Hodgson
Sherry Hodgson is the Service Desk Team Lead at ExxonMobil, where she has worked since 2005. She has a background in systems analysis and network administration, and has led various initiatives to improve service desk operations and customer satisfaction.
Professional Experience
Sherry Hodgson currently holds the position of Service Desk Team Lead at ExxonMobil, a role she has fulfilled since 2005. In this capacity, she has been instrumental in coordinating the 2012 Global Audit, ensuring tasks were completed on schedule and meeting the auditors' needs with minimal comments. Previously, she worked as a Systems Analyst at Moncton City Hospital from 2000 to 2001. She has also led a team of 6 Quality Assurance Analysts at ExxonMobil from 2004 to 2006, improving error rates by 6% through trend analysis and monthly meetings.
Educational Background
Sherry Hodgson studied Network Administration at BKM, completing her studies from 1999 to 2000. Prior to this, she attended Saint John Vocational High School in 1970.
Service Desk Improvements
As part of her role at ExxonMobil, Sherry Hodgson played a key role in the development and implementation of improvements plans for the Service Desk. These initiatives led to a 25% increase in customer satisfaction results. Additionally, she contributed to the creation of self-help documents, resulting in significant operational savings equivalent to 3 full-time equivalents (FTEs) within the first year.
Global IT Collaboration
Sherry Hodgson has collaborated on a global scale to develop IT Chat at ExxonMobil. Her responsibilities included coordinating training and staffing requirements and developing processes for its implementation. This initiative aimed to enhance IT support services across the organization.