Alicia Malley
Allentown,PA
Summary
Customer-oriented Program Manager with over 15 years of experience in strategic planning and complex problem-solving. Expert in networking, marketing, cross-functional communication, employee supervision and process improvements. Decisive leader ready to leverage background in program management to expand organizational success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Program Operations Manager
Insight Enterprises
05.2011 - Current
- Established program processes and spearheaded a $12 million global airline technical refresh across 5 major projects and 350 airports worldwide to enhance the customer experience with more lounge areas, more efficient onboarding, and improved Wi-Fi
- Implemented service improvement processes to cultivate talent and increase quality to efficiently execute a $9 million global software company’s data center upgrades, decommissions, and disposal services
- Planned and coordinated installation of POS systems and software applications for nine store openings offering customers convenient optical services in the Chicago, IL area
- Managed procurement of equipment, configuration, and deployment of desktop refreshes, including configuration and lab services, across multiple locations for a luxury jewelry retailer and implemented program efficiencies increasing revenue by $2.4 million
- Established equipment procurement and services integrator processes for a global hospitality company’s network installation upgrade and enhanced customer facing technology to grow customer base
- Managed and optimized the utilization of resources, including personnel, equipment, and facilities, to ensure efficient and cost-effective program operations
- Oversaw Cisco UC/UCCE refreshes and software upgrades for 50 utility company locations for $52,000 yearly savings
- Provide leadership and guidance to project managers to ensure successful delivery of projects and initiatives
- Collaborate with cross-functional teams to identify and implement process improvements that optimize program operations and drive continuous improvement.
Contracted Project Manager
Syllogisteks, Inc.
10.2007 - 04.2011
- Oversaw consolidation of global network data centers into $50 million state of the art enterprise data center increasing energy efficiency by 31%
- Spearheaded server builds with networking, server administration, storage, security, infrastructure engineering, architecture, software engineering and VMware client servers for new data center build for 87,600 employees
- Collaborate with cross-functional teams to identify and implement process improvements that streamline program operations and drive efficiency
- Co-led process improvement team conducting team meetings to gather and document current and future server and service desk process requirements
- Coordinated services with worldwide vendors including hardware upgrades and new equipment
- Responsible for IT Shared Services Operations and the Global Data Center Project which included project plans, change management, requirements gathering and documentation, hardware, and server provisioning, coordinating server installation, storage, networking, firewall configuration and server builds for global data centers.
Education
Master of Business Administration (MBA) -
Bachelor of Arts in Criminal Justice -
Skills
- Leadership
- Communication
- Program Management
- Team Collaboration
- Customer Focus
- Process Improvement
- Analytical Skills
- Team building
- Scrum/Agile
- Key Relationship Building
- Strategic Thinking
- Conflict Resolution
- Decision Making
- UC/CC
- Innovation
- Policy Compliance
- Emotional Intelligence
- Technical Proficiency
- Consistent top-performer leveraging a unique skill set honed through extensive experience
- Cultivates and nurtures client relationships, adept at educating on program specifications, features, advantages, and benefits
- Harnesses leadership and relationship-building skills to steer operations towards success
- Exceptional at consultative listening, pairing work experience with expertise to enhance staff organizational performance
- Identifies organizational needs, proposes effective business solutions, and evaluates their impact using robust analytical and problem-solving skills
- Demonstrates a strong work ethic and a proven history of cultivating enduring relationships founded on trust, integrity, and exceptional performance
- Financial Management
- Strategic Planning
- Team Leadership
- Cross-Functional Team Management
- Operations Management
Certification
- PMP: Project Management Professional
- PSM I: Professional Scrum Master I
- MSP: Managing Successful Programs
- ITIL Foundation
- Generative AI Overview for Project Managers
- Services Management/Leadership
Personal Information
Title: Program Manager
Affiliations
- Volunteer at Lehigh Valley Humaine Society
- Church volunteer for committees and bible studies
Accomplishments
- Earned Services Management/Leadership certification at Insight
References
References available upon request.
Timeline
Program Operations Manager - Insight Enterprises
05.2011 - Current
Contracted Project Manager - Syllogisteks, Inc.
10.2007 - 04.2011
DeSales University - Master of Business Administration (MBA),
DeSales University - Bachelor of Arts in Criminal Justice,