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       Name: Walter
       Position: Service Delivery Specialist
       Location: Bellevue, Wash.


How long have you been with Symetra?
I’ve been here for six years.
What’s your professional background?
I started as an intern on a popular Seattle radio show, but when I discovered free concert tickets and T-shirts don’t feed the family, I decided to change careers. I did a fast-track college program in computer technology and earned a number of certificates that qualified me for a job providing support for employee computer issues, which taught me a lot about systems.  
Can you describe your day-to-day work?
I'm responsible for managing the vendor relationship that provides desktop support and service desk functions for Symetra’s employees. I spend most of each day working to maintain and improve the quality of service provided by our vendor. I review “Rate Your Experience” surveys submitted by employees and monitor how quickly the Service Desk answers phones and how often problems are resolved at the first call. I then talk with the vendor about how things can be improved. An equal part of my day is spent working with various Symetra IT teams to help fulfill whatever requirements they have that impact desktops
What does it take to be successful in your role?
Talking with people is a big part of my job. That's where my radio background comes in handy. You need to be able to relate to people and have the ability to connect with them, build relationships and pull the right people together to get things done.
What motivates you?
I'm motivated by the sense of accomplishment I feel when I look back at the end of the day and see that I helped people get their work done. I thrive on that. I want each employee’s experience with the Service Desk and Desktop Support to be pleasant and for employees to know their issues were resolved.

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