sr operations manager info systems global service desk resume example with 8 years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:

Highly accomplished professional with a strong customer-centric focus, in-depth technical knowledge, and extensive experience leading high-impact global technical support teams, projects, policies, and standard work. Proven ability to improve operations by creating a motivated workforce focused on increasing customer lifetime value. Demonstrated ability to build mutually rewarding relationships with internal and external partners in order to deliver the services customers come to appreciate. Collaborative leader successful in developing out-of-the-box strategies to implement new systems, processes, and procedures that increase efficiency, productivity, profitability, and valued added services.

    New Business Development
  • Project Management
  • Leadership/ Communication Skills
  • Product Development
  • Business Operations Organization and Management
  • Client Account Management
  • Negotiations Expert
  • Self-motivated
  • Customer-centric
  • Time and Resource Optimization,
  • Vendor Negotiations
  • Vendor Partnerships
  • Vendor Sourcing
  • Multi-Facility Management
  • Budget Development
  • Cost Reductions
  • Project Management
  • Project Planning
  • Supply Chain Management
  • Purchasing, Quality Management
  • Revenue and Market Expansion
  • Risk Management
  • Sales and Market Analysis
  • Service Quality Improvement
  • Staff Development
  • Strategic Planning
  • Team Building
  • Inspiring Leadership
  • Team Player
  • Global Solutions
  • Labor Cost Controls
  • Multi-unit Operation Negotiation Skills
Sr. Operations Manager- Info Systems- Global Service Desk, 03/2014 to 03/2015
Taco Bell CorporateCity, STATE,

Largest Mexican-inspired Quick Service Restaurant (QSR) and subsidiary of Yum! Brands, Inc. with more than 185,000 employees and 6800 Company/ Franchise owned Restaurants with yearly revenues over $8 Billion.

  • Hired to direct and lead a highly complex yet struggling operational support team of 115+ team members solely responsible for ensuring successful stability of all corporate/franchise restaurant technologies.
  • Accountable for new workforce structuring alignments with strategic and tactical support implementations.
  • Provided strong, dynamic leadership that has fostered, cultivated, and guided team members to efficiently leverage the value of every call for maximum customer satisfaction.
  • Successful in ensuring a robust technical and operational support design created for Taco Bell's new iPhone/Android Mobile Phone App platform which continues to minimize restaurant and customer downtime.
  • Implemented new interactive voice-to-text technologies which helped drive new methods of triaging technical and operational support incidents based off of true call urgency for our 75,000 support interactions per month.
  • Developed new methods of self-help resources and tools that have empowered customers to find answers to his/her questions before having to call in for technical or operational support needs.
  • Responsible for the development and administration of a $7.5M dollar annual department budget to accomplish business goals with operational stability.
  • Successful in creatively saving $1.5M dollars in nine months after inheriting a $900K deficit during my mid-year start date my newly implemented labor support models and wasteful spending cuts.
  • Was strategically focused on defining new support innovations improving valued support to our customers, quantifiable ROI, and elevating our human capital improvements.
  • Insured all regulatory PCI compliance guidelines and standards were followed by team members while supporting all customers' business needs.
  • Worked with both national and international business leaders to coordinate logistical vendor quality compliance and assurance for all field service repairs.
  • Continued to drive root-cause analysis on Taco Bell's different proprietary software's to address an abundance of defects continuously being deployed to our enterprise environment.
  • Served as the voice of the customer in driving urgency to problems affecting our restaurants operations driving high-level awareness with all executive stakeholders and support departments to improve resolution timelines.
  • Provided single source of objectivity in Service Desk Key Performance Indicators (KPI's) to all C\ET Level Leadership.
Manager of E-Procurement (Enterprise), 08/2013 to 03/2014
St. Joseph Hoag HealthCity, STATE,

Not-for-profit Health Care System with 30,000 employees and 16 acute care hospitals with $7 billion in revenues.

Promoted to position after being recruited by Senior Vice President of Finance to help save a failed Shared Service Support Centralization Project. The organization worked with a Big 4 Consulting Firm to create a Shared Services Procurement Department; whereas, the Hospital Systems relocated all Procurement Buyers from regional hospitals to a central location to support the entire Health System's procurement needs.

  • Provided managerial direction to 20 amazing team members and other hospital personnel in the event of a product recall requiring action such as retrieving or remedying inventory of stock.
  • Logged all Recall Notices on a weekly basis to ensure proper product termination.
  • Directed activities to identify business improvement opportunities that resulted in increased customer satisfaction, product quality, and efficiency to help reduce cost as well as cycle time across the supply chain.
  • Served as liaison with the Supply Organization to support a holistic approach for Requisition to Check Solutions.
  • Worked with customers to understand each hospital's business requirements to ensure supplies, equipment, and services were meeting the hospital's clinical or non-clinical needs.
  • Maintained consistent contact with various departments' leaders and hospital personnel in order to discuss purchasing, receiving and ordering complications.
  • Provide timely information, resolution or recommendations for all inquiries or related issues disturbing our supply chain.
  • Participated in the development of purchasing and contract management instructions, standard work policies, and procedures.
  • Implements new or improved departmental processes to achieve expected outcomes for service, quality, and efficiency.
Information Services Site Manager- System Headquarters , 10/2011 to 08/2013
St. Joseph Hoag HealthCity, STATE,

Promoted to IT Site Manager after successfully creating, managing, and relocating a world class Enterprise Technical Service Desk. Continued to successfully create and maintain close working relationships with members of the each Executive Business Unit to align technology services and policies with St. Joseph Hoag Health (SJHH) strategic goals.

  • Worked with corporate and hospital executives to support the advancement of clinical informatics along the HIMSS Analytics EMR Adoption Model stages.
  • Was accountable for SJHH's Corporate Office IT planning, operations, standard work, SOPs and policies, IT budget, customer care, technical service delivery support, IT PMO projects, production systems, internal applications, and information services functionalities.
  • Served as IT client liaison between corporate business units and the enterprise technical support services teams.
  • Educated business units on emerging health care technology trends as well as ICD-10 operational objectives.
  • As the IT Project Manager for our Corporate Office Relation Project, I successfully ensured all IT services were correctly installed and operational come day one for our 1200+ employee relocations.
  • All IT end-points, network, and telecommunication equipment were successfully transferred, installed, and operational in our newly built location.
  • Performed and conducted several executive level Rapid Improvement Events (RIE's) to address operational support issues with business support value streams.
  • Provided weekly input to SJHH IT Executive Teams to enhance the IT organizational structure including identifying skill set requirements, gap analysis, and training plans to prepare IT for future technologies requirements.
  • Continuously ensured corporate business units had appropriate IT security, disaster recovery, and remain compliant with SJHH policies and federal/state HIPAA regulatory requirements.
Customer Care Service Desk Manager (Enterprise), 05/2010 to 10/2011
St. Joseph Hoag HealthCity, STATE,

Successful in the development and implementation of St. Joseph Hoag Health's (SJHH) new in-house Enterprise Customer Care Technical Support Service Desk.

  • Was hired to in-sourced all outsourced off-shored Technical Support and Security Access Provisioning (SAT) FTE's from India during a two month transitional period.
  • All off-shored positions were successfully reintegrated back in the US within the required time line.
  • Successful in managing daily key performance indicators, all support operations, including a 3.8 million dollar annual budget.
  • Redesigned all support techniques and formal procedures for increased consistency and productivity amongst the Technical Service Desk and Access Security Provisioning Support Teams.
  • Revised all Standard Operating Procedures, processes, guidelines, and job descriptions with the goal of inspiring the 44-person team to become more proactive and to work better, faster, and smarter.
  • Successfully implemented multiple initiatives improving operations and customer support: Implemented Computer Associates new ITSM Incident Tracking Suite to improve service quality, service delivery, increased customer satisfaction and staff efficiency, while helping to maximize our business value.
  • Under my Leadership my Security Access Provisioning Team held a 99% compliance approval rating on all internal/external compliant audits because of my successful overhaul and comprehensive Standard Operating Procedure designs.
  • Created a Service Desk Training Team focused on the elevation of skill sets amongst our staff resulting in the standardization of support methodologies which standardize our consistent support to our customers.
  • Redesigned several roles and responsibilities, created mini support teams, which ultimately spearheaded new employee engagement as well as overall department ownership amongst the Service Desk and Security Access Teams rendering increased efficiency.
Consultant- Service Desk Manager, 03/2010 to 05/2010
Insight GlobalCity, STATE,

Rated as America's Fastest Growing Staffing Firm with over 10,000 consultants in 26 different US offices.

  • Hired as Interim Customer Care Service Desk Manager for St.
  • Joseph Hoag Health account to handle the in-sourcing of technical support from Dell/Perot's off-shored IT Support Teams.
  • The Health System was not pleased with the off-shored IT support and sought to create their own internal IT Support Organization and enlisted my expertise to create and build a new IT Customer Care Support Center both in California and Texas which housed two IT Service Desks and one Security Access Provisioning Desk.
  • This interim management assignment was responsible for the successful creation of all in-sourced support models, value streams, and knowledge transfer methods between both supports organizations.
  • Increased the Service Desk's FCR rate to from 32% to 86% within two months of taking over the department while ensuring our SLA never fell below 98% for all national support incidents within one month after transition.
Service Desk Supervisor (Enterprise), 01/2009 to 02/2010

Part of Catholic Health Care System with 30,000 employees and annual revenue of $2.3 billion. Hired to salvage an nonperforming Service Desk Team supporting 20,000 technical calls per month and more than 40 hospitals comprising of both in-patient/long-term care facilities as well as a dozen clinics and other health care divisions.

  • Revamped and reorganized department, transcending department to a service-focused delivery model focused on creating customer support value.
  • Implemented a tiered skilled labor support model which properly paired highly trained analysts with our organizations highly complex technical issues.
  • Delivered $1.2M in additional annual income by signing technical support agreements with Dubuis Health and TechSource, thus subsequently turning my Service Desk into a revenue-generating department.
Help Desk Manager (Enterprise), 02/2007 to 01/2009
QTC Management, Inc./ Lockheed MartinCity, STATE,

Largest private provider of government-outsourced occupational health and disability examination services in the nation, with over 60 locations and more than 1000 employees. Recruited by operations to establish QTC's first National Service Desk Call Center and restore end user confidence.

  • Partnered with team members to create a new service-level standard for operational and technical support.
  • Managed the project development life cycle, from concept through implementation.
  • Supervised 15-person staff; administered $500,000 annual budget.
  • Developed and maintained strategic relationships with external operations support teams with: U.S. Government Arm Forces, VA, DOD, Secret Service, industry IT partners, utility companies, and internal support departments.
  • Eliminated five FTEs ($175K in annual savings) by centralizing IT, operations, and facilities support with a "one call does it all" organizational labor and support model.
  • Demonstrated the need for an internal National Veterans Affairs Operational Call Center after conducting a three-month pilot program that improved no-show appointments by 30% and increased monthly revenues by $121,000.
  • Established several vendor-funded support models strategically designed to improve patient support with limited department resource dollars which help save $400K in annual labor expenses and over $3.3M per year through preferred support agreements.
Green Belt Certification: Six Sigma, Expected in 2015
Purdue University - West Lafayette, IN
Course Certification: Support Center Director, Expected in 2011
Help Desk Institute (HDI) - Los Angeles, CA
Certification: Support Center Manager, Expected in 2011
Help Desk Institute (HDI) - San Antonio, TX
MBA: Business Administration, Expected in 2009
University of Phoenix - San Antonio, TX
Bachelor of Science: Business Management, Expected in 2007
University of Phoenix - San Antonio, CA
Bachelor of Science: Business Marketing, Expected in 2007
University of Phoenix - San Antonio, CA
State Saleperson License DRE#01319194: Real Estate (REALTOR), Expected in 2001
California Bureau of Real Estate - Los Angeles, CA
Certification: California Dispute Resolutions Act- Arbitration Dispute Resolution , Expected in 2001
The Mediation Center - San Antonio, TX
Technical Skills

MS Office 2003-2013, Windows XP/ 7/ 8, Exchange Server 2000-2008, Active Directory, Adobe Acrobat Pro, Adobe Designer, Adobe CS5 Master Suite, CISCO Telecom Admin, PC Anywhere, Altiris, Meditech DNS/ DHCP/ TCP/IP, Solarwinds, VMWare, Citrix, Great Plains, Open Text- PC Docs, Intuit QuickBase, Smart Docs, Tempo MLS, RPR, Cloud CMA, RETechnology, CoreLogic Realist, ADP WebSuite, ADP Reflections, ADP Payroll and Report Smith, PeopleSoft, PICIS, PACS ADP CRM, Blackberry Server, Infobahn, Netstar, MX-Logics, Toshiba Emanager, Toshiba Strategy Enterprise, Track-it, Heat, BMC-Remedy, BMC-Service Desk, HP Service Center, CA ITSM, HealthStream, Learning Zone, Kronos, CMS Supervisor, Tableau, Stratana ESM, Pathways Material Management (McKesson), eRestaurant

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Resume Overview

School Attended

  • Purdue University
  • Help Desk Institute (HDI)
  • Help Desk Institute (HDI)
  • University of Phoenix
  • University of Phoenix
  • University of Phoenix
  • California Bureau of Real Estate
  • The Mediation Center

Job Titles Held:

  • Sr. Operations Manager- Info Systems- Global Service Desk
  • Manager of E-Procurement (Enterprise)
  • Information Services Site Manager- System Headquarters
  • Customer Care Service Desk Manager (Enterprise)
  • Consultant- Service Desk Manager
  • Service Desk Supervisor (Enterprise)
  • Help Desk Manager (Enterprise)


  • Green Belt Certification
  • Course Certification
  • Certification
  • MBA
  • Bachelor of Science
  • Bachelor of Science
  • State Saleperson License DRE#01319194
  • Certification

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