Angela M. Butler
Clarksville,VA
Summary
- Enthusiastic, results driven, IT Manager with success in driving and encouraging team members to achieve and surpass objectives in service and performance. Skilled in retail team leadership and boosting customer satisfaction.
- Establish and performance driven IT Manager with 18 years of experience.
- Drive and execute the technology roadmaps, strategies and initiatives in partnership with internal and external stakeholders.
- Skilled in adding input to solving complex issues and making proactive operational changes.
- Technical, strategic and empathetic listener with excellent negotiation skills.
- Hands on customer care relationships in retail and corporate settings.
- Active Directory management of domains, OUs, GPs, users, computers and printers.
- Create KPIs to maintain service standards.
- Manage interviewing, hiring, onboarding and training of new associates
Overview
17
17
years of professional experience
1
1
Certification
Work History
Infrastructure Network Manager
RBS Ahold/Delhaize
01.2018 - 01.2021
- Company Overview: Ahold Delhaize Group operates a total number 7,137 stores around the world. The Ahold Delhaize Group is a multinational food retailer, that operates supermarkets and convenience stores on three continents.
- Lead a team of 16 US based IT network technical engineers.
- Maintain and review Retail Business and IT project requests, maintenance and critical escalations with our internal team.
- Develop and foster a long term strategy for continued process growth for Customer Service and IT.
- Manage Active Directory related to IT Network Infrastructure to ensure updated policies and security. Identified changes and worked with IAM team to perform updates.
- Spearhead cross functional training between internal network engineers as well as other IT professionals.
- Travel to retail sites to review ongoing projects and meet with store leaders to receive project updates and to address any customer service related problems or questions.
- Create knowledge base documentation for Retail Support Operations to provide project overview, blueprints of design, troubleshooting steps and escalation path if issues arise and training.
QA Infrastructure Portfolio Manager
RBS Ahold/Delhaize
01.2016 - 01.2018
- Participate in QA effort estimation. Prepare test execution plans, schedules and determine resource requirements. Identifying project dependencies, risks assessment and opportunities for process improvement.
- Manage IT Infrastructure testers both on-site and remote.
- Hire, onboard and coordinate training.
- Manage Active Directory related to IT QA Infrastructure to ensure updated policies and security. Identified changes and worked with IAM team to perform updates.
- Review and ensure proper hand off and documentation to Deployment Management and Production Support teams: - QA assists in developing and ensuring compliance of departmental specifications, policies, and standards to guide the deployment and support of systems by these teams.
QA Infrastructure Portfolio Lead Tester
RBS Ahold/Delhaize
01.2010 - 01.2016
- Define standards for development of manual test sets/test cases and automated test scripts.
- Ensure hardware and test users are present in the test domain under the appropriate OU’s and Groups.
- Participated in formal reviews of business requirements and application designs.
- Determined overall technical test strategy by proposing solutions and evaluating tools.
- Liaison between banner business partners and leaders to ensure test steps created are reviewed to ensure proper testing coverage of processes, applications and hardware.
- Software used to create test scripts ALM and Jira.
- Assist QA Test Analysts with complex test scenarios.
Retail Production Support – Kronos and Pharmacy
Delhaize America
01.2009 - 01.2010
- Support Kronos Time and Attendance application which includes monitoring mainframe, MPP and PeopleSoft feeds to the application. Work directly with Retail to support urgent issues.
- Deliver complete Incident Management from initial incident documentation, monitoring issue, root cause analysis and issue resolution.
- Monitor end user ticketing system and troubleshoot issues reported by Retail.
IT Support Desk
Hannaford Brothers, a Delhaize America company
01.2008 - 01.2009
- Troubleshoot a wide variety of customer issues as a help desk operator for a large retail corporation.
- Provide assistance to both Corporate and Retail, as well as consistently perform at a high call take rate with a 95% resolution.
- Work with ServiceNow as our ticketing system.
- Prioritize ticket tasks by severity, identify, isolate and redistribute tickets accordingly.
- Maintain a high standard of professionalism and dedication for the customers.
- Perform AD password changes as well as ensure end user has the appropriate access.
- Provide remote support through our remote control tool for associates off-site.
Graduate Admissions/Data Entry/Desktop Support/Crystal Report Writer
World Learning/EIL
01.2007 - 01.2008
- Management of associates tasked to completion of the onsite interviews.
- Responsible for Crystal Reports updates to reflect data requested by Senior Leadership in regards to Graduate Admissions.
- Assisted the Desktop Support Department with hardware replacements and upgrades.
IT Support Desk
Dartmouth Hitchcock Memorial Hospital
01.2004 - 01.2007
- Responsible for assisting requestors from the hospital with ordering supplies through our Materials Management System, PeopleSoft.
- Train the trainer seminars where I trained a select few from each department how to navigate our MMIS system.
- Assist end users with basic troubleshooting needs such as password resets or item creation.
- Responsible for handheld (Symbol) support within the entire hospital. This included hardware issues, connectivity issues and software issues.
Education
HS Diploma -
Sandy Creek Central
Sandy Creek, NYSkills
- Customer Service
- Leadership
- KPIs
- Finance/ Budgeting
- Project Management
- Collaboration
- Staff Management
- Critical Thinking
- Time Management\Kronos
- Microsoft Tools
- Infrastructure Knowledge
- IT Infrastructure Hardware and Software Quality Assurance
- Point of Sale
- Retail Information Technology
Certification
- Agile Certification – 2014
- Business Intelligence Certification
Certificates
- Business Intelligence Certificate | 2006
- ISTQB Certificate | 2014
- Agile Bootcamp Certificate | 2015
Timeline
Infrastructure Network Manager
RBS Ahold/Delhaize
01.2018 - 01.2021
QA Infrastructure Portfolio Manager
RBS Ahold/Delhaize
01.2016 - 01.2018
QA Infrastructure Portfolio Lead Tester
RBS Ahold/Delhaize
01.2010 - 01.2016
Retail Production Support – Kronos and Pharmacy
Delhaize America
01.2009 - 01.2010
IT Support Desk
Hannaford Brothers, a Delhaize America company
01.2008 - 01.2009
Graduate Admissions/Data Entry/Desktop Support/Crystal Report Writer
World Learning/EIL
01.2007 - 01.2008
IT Support Desk
Dartmouth Hitchcock Memorial Hospital
01.2004 - 01.2007
HS Diploma -
Sandy Creek Central
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