Summary
Overview
Work History
Education
Skills
Community Service
Timeline
Alissa Durkan

Alissa Durkan

Consultant, Business Operations
Worcester,MA

Summary

A dynamic and innovative team member with over 25 years progressive experience across multiple organizations. Skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.

Overview

25
25
years of professional experience

Work History

Consultant

DT Renewals Digital Office
08.2019 - Current
  • NPI & NSI Representative for DT Renewals participating in over 20 various extended teams, including but not limited to all ISG, APEX, Edge, and Telco product solutions.
  • Participant of core teams responsible for implementation and expansion of services such as KYHD/KYC, Optimize and enablement of Account Managed Services in Common Seller Tools while also maintaining ability to add these services to L-EMC renewals.
  • Subject matter expert for various process improvement and transformation initiatives such as Dual Serialization, Shadow Orders, Asset & Entitlement, & MyQuotes transition.
  • Enabled initiative to automate shadow orders for L-EMC sold assets, removing any manual work done by complex quoting team, which allowed them more band width for quoting complex product renewals.

Consultant

Global Renewals Quoting
01.2017 - 01.2019
  • Subject matter expert for Global DT Renewals Quoting team supporting and collaborating on the core Renewal Integration Project team.
  • Supporting and driving all aspects of requirements gathering, grooming, and data procurement to support future system solutions.
  • Driving and creating readiness and adoption plan content, training content, and communications for Global DT Renewals leadership and individual contributors.
  • Provided materials and in person training globally to trainers for decoupling changes during the first major initiative of our integration.
  • Analyzed problematic areas to provide recommendations and solutions
  • Aligned closely with business owners and employees to gather information and gain operational insight
  • Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs

Senior Manager

Global Renewals Quoting
01.2014 - 01.2017
  • Senior Manager of Mid-Market, Enterprise, and ECD (Open Text) teams responsible for over 70+ analysts that produce over $2 billion in opportunity for Maintenance Renewal Sales annually.
  • Collaborate globally internally and externally with EMEA, APJ, Bucharest, and ISSC teams on process improvement initiatives and daily deliverables.
  • Implementation coordinator and team lead for projects such as Powerball, Salesforce implementation, Simplified Quoting, Contract Consolidation. These projects drove efficiencies in processes, improved reporting, and capacity planning.
  • Build and maintain dashboards, views, and reports within SFDC interface to enable execution of transactional business.
  • Drove team to hit goal of deploying 95% of renewals quotes on time.
  • Interface with Leadership and Sales regarding maintenance renewals account issues and processes. Represented organization as principal customer contract on support policies and procedures and provide support to all areas of the company to understand how contract management can assist them in achieving their desired goals.
  • Review, approve, and administer GS contracts and applicable systems. Communicate Contract services strategy to GS Field organization and Sales as necessary. Communicate with PPMG and IT Development on contract/invoicing related issues and manage prioritization of development/break fix issues.

Supervisor

Contract Operations
01.2010 - 01.2014
  • Managed team of direct reports in Maintenance Renewals Quoting organization.
  • Ensure timely execution of hardware and software maintenance contracts to Renewal Sales Representatives.
  • Provided leadership role for implementation, reporting and management of global policies and procedures worldwide.
  • Ensure consistent business practices are in place for all warranty and maintenance contracts.
  • Drive best practices and Service Level Agreements to ensure compliance with Sarbanes Oxley requirements.
  • Daily communication with CS field, Sales & Business Operations on all matters pertaining to Contract Management/Services.
  • Worked directly with MCO Management and RSR District Managers to resolve any urgent escalations, personnel conflicts, or suggested process changes.
  • Provide Opportunity reports to analysts as the tool to track monthly SLA and assist with updating any disposition codes or re-assignment.
  • Responsibilities included hiring and resource planning, contract lifecycle management, and contract business systems planning, implementation and reporting, employee coaching and development, and providing performance feedback.

Principle Inventory Analyst

Global Shared Services
01.2006 - 01.2010
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Drove operational improvements which resulted in savings and improved SLAs
  • Identified issues, analyzed information and provided solutions to problems

Senior Material Planner/Buyer

Manufacturing Materials Management
01.2004 - 01.2006
  • Met with suppliers to assess changes and determine proper courses of action
  • Maintained complete documentation and records of all purchasing activities
  • Oversaw and streamlined daily operations of purchasing department to maximize productivity and revenue
  • Analyzed inventory usage and assessed trends to provide maximum coverage for each time period

Production Coordinator

Manufacturing Materials Management
01.2001 - 01.2004
  • Created production schedules to forecast inventory for future supply and demand fluctuations and prevented material shortages and production downtime
  • Collaborated with manufacturing and engineering departments to handle cost-effective preproduction
  • Reviewed in-house stock to determine materials availability for production jobs

Senior Administrative Assistant

Manufacturing Test Operations
03.1997 - 01.2001
  • Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs
  • Arranged business travel details for company employees per supervisor requirements
  • Maintained personal schedule, professional calendar and individual appointments for senior staff members
  • Researched and analyzed data to efficiently contribute to executive reports for monthly meetings
  • Created and updated records and files to maintain document compliance

Education

MBA -

Nichols College, Dudley, MA
05.2016

Minor - Advanced Critical Thinking & Decision Making

Nichols College, Dudley, MA
05.2016

Bachelor of Science - Criminal Justice

Worcester State University, Worcester, MA
05.2009

Skills

  • Materials Management
  • Contracts Management
  • Operations & Program Management
  • Operations Analysis
  • Reports and Documentation
  • Process Optimization
  • Data Analysis
  • Timeline Development
  • Coaching & Mentoring
  • Employee Development
  • Six Sigma Yellow Belt

Community Service

American Red Cross - 3 years

Worcester Animal Rescue - 10+ years

Community Service - 10+ years

Timeline

Consultant - DT Renewals Digital Office
08.2019 - Current
Consultant - Global Renewals Quoting
01.2017 - 01.2019
Senior Manager - Global Renewals Quoting
01.2014 - 01.2017
Supervisor - Contract Operations
01.2010 - 01.2014
Principle Inventory Analyst - Global Shared Services
01.2006 - 01.2010
Senior Material Planner/Buyer - Manufacturing Materials Management
01.2004 - 01.2006
Production Coordinator - Manufacturing Materials Management
01.2001 - 01.2004
Senior Administrative Assistant - Manufacturing Test Operations
03.1997 - 01.2001
Nichols College - MBA,
Nichols College - Minor, Advanced Critical Thinking & Decision Making
Worcester State University - Bachelor of Science, Criminal Justice

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Alissa DurkanConsultant, Business Operations