Motivated Director of Application Support with 16 years of leadership experience at a Fortune 50 company. Strong track record for process improvement, cost reductions and improving customer value. Resourceful and well-organized with excellent leadership and team building record.
Accomplishments
Over a three year period, reduced organizations budgeted head count by six FTE and over $500k annually, through process improvements, automation projects, and shifting work to lower cost resources.
Transformed support organization by implementing ITIL framework for delivering services and Service Now as the method for managing services, which resulted in 30% reduction in contacts, reduced the mean time to restore by 50%, and increased customer satisfaction scores by 20%.
Developed and managed associated recognition program for 200+ associates in the Finance Technology organization.Developed Global Financial Systems training program that services thousands of end users annually.
Delivered instructor led sessions to over 3,000 associates and webinar sessions to over 10,000 associates.
Work Experience
Director - Global Finance Application Support, 10/2015 - Current Blitt & Gaines P.C. – Vernon Hills, IL,
Lead global finance application support organization providing services for 48 countries, 80 applications, and 48,000 user accounts
Manage support services including, Incident, Request, Access, Problem, Ledger Allocations, Reference Data changes, Audit controls, User Entitlement certification, Plan and Projection cycle maintenance and transition to operations
Application support portfolio includes Oracle PeopleSoft ERP, Hyperion Financial Management, Essbase, Oracle Analytics Cloud, Enterprise Planning and Budgeting Cloud Service, Reconnet, Booke TCP
Process average monthly volume of 300 incidents, 2,200 service requests, 7,000 reference data changes
Manage strategy road map for expanding support services, increased applications supported over three year period by 25% while reducing head count by 20%
Manage key customer relationships with regional Chief Financial Officers, Controllers, Chief Accounting office and other Senior level stakeholders, providing quarterly updates on performance metrics, problem updates, root cause and action plans, and status of improvement initiatives
Develop and lead associate development and engagement strategy
Create policy for operational processes including communication, business event management, time tracking, and budget
Drive adoption of Lean management systems including attend daily huddles, identify areas for process improvement, and facilitate problem solving sessions
Manage Service Level Agreement contracts with customers including service agreements for new applications
Manage, track, ensure accountability for Continuous Improvement projects, implemented process improvements that increased capacity by 20% for Access management and Service Desk operations
Manage Global System Training program for MetLife accounting systems including instructor training, web training, documentation, maintaining website
Supervisor - Global Finance Support, 07/2005 - 01/2010 MetLife – City, STATE,
Managed service desk that provides support services for MetLife accounting systems logging over 20,000 tickets annually including hot line support that received over 6,000 calls annually
Supervised Access Management process for supported systems including: provisioning requests, building security, user entitlement re-certification
Created performance metrics for upper management
Coordinated end- user support, training, testing, security administration for various financial systems
Managed performance development process including objective planning, employee development, coaching, quarterly reviews
Realigned workflow with changing business demands by evaluating processes and employee strengths
Accountant, 05/2003 - 06/2005 MetLife – City, STATE,
Prepared GAAP footnotes for MetLife 10K, 10Q, and various GAAP audited financial statements
Created statutory accounting schedules, footnotes for MetLife and its various insurance companies
Provided variance analysis to upper management on a quarterly basis
Worked on various projects
Education and Training
Foundation Certified: , Expected in 2014 - ITIL V3 Certification - Tampa, FL, GPA:
MBA: , Expected in 2013 - Keller Graduate School of Management - Tampa, FL, GPA:
Master's Certificate: Project Management, Expected in 2011 - Keller Graduate School of Management - Tampa, FL, GPA:
Bachelor of Science: Finance, Expected in 2003 - University of South Florida - Tampa, FL, GPA:
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