Carol Burditt

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• Created and executed detailed strategies for enhancing operational procedures.
• Streamlined processes through the implementation of advanced technologies.
• Directed operations to improve efficiency and increase profit margins.
• Identified opportunities for improvement in operational performance metrics and process optimization through data analysis.
• Led cross-functional teams in the development of innovative solutions to complex problems.
• Promoted a culture of innovation and encouraged staff to contribute ideas.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Facilitated professional development programs to build a high-performing team.
• Developed policies and procedures to ensure compliance with corporate standards.
• Negotiated high-value contracts with vendors and partners to optimize resource allocation.
• Enhanced customer satisfaction through the development of service improvement initiatives.

• Managed internal audit program, identifying non-conformances and leading corrective action plans.
• Ensured effective implementation of corrective actions to resolve any identified issues or discrepancies in a timely manner.
• Led the development and implementation of quality management systems in accordance with ISO 9001 standards.
• Developed SOPs outlining quality control policies and procedures.
• Implemented quality control measures to uphold company standards.
• Developed and maintained quality documentation, including quality manuals, procedures, and records.
• Provided leadership in developing best practices for continuous improvement initiatives across all departments.
• Created reports on customer feedback, SLA performance and changes in service levels.
• Maintained positive working relationship with fellow staff and management.
• Collaborated with cross-functional teams to develop strategies for improving quality of service delivery.
• Reviewed current policies, procedures and standards relating to IT Service Management.
• Documented processes related to ITSM using industry standard frameworks such as ITIL or ISO 20000.
• Implemented best practices for effective incident management, problem solving and root cause analysis.
• Provided support and guidance to colleagues to maintain a collaborative work environment.

• Formed and sustained strategic relationships with clients.
• Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
• Established performance metrics and evaluated staff to promote continuous improvement.
• Managed crisis situations to minimize impact on operations and reputation.
• Collaborated with senior leadership to set long-term objectives for the company.
• Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
• Recruited, trained, supervised, evaluated and mentored staff members.
• Analyzed data to inform decision-making and strategic direction.
• Analyzed customer feedback data to identify trends in product performance or customer service issues.
• Implemented new technologies to streamline processes and enhance productivity.
• Enhanced customer satisfaction through the development of service improvement initiatives.
• Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Led change management efforts to adapt to market shifts and organizational needs.
• Oversaw strategic planning and implementation to ensure organizational goals were met.
• Assisted in developing policy documents that define roles and responsibilities for each ITSM process.
• Provided guidance to teams on best practices related to IT Service Management processes.
• Communicated relevance of organizational goals, policies and procedures to IT department staff.
• Trained team members on ITSM procedures and policies.
• Examined metrics and prepared IT project progress reports.
• Identified gaps in current operations that could lead to improved efficiency or effectiveness within the organization's IT service management functions.
• Prioritized each incident based upon its impact on business and escalated issues considered major threats.
• Ensured all changes were properly logged, tracked, tested, documented and approved before implementation.
• Provided support during crisis situations by ensuring proper communications were sent out across all affected parties.
• Researched, evaluated and recommended improvements for existing ITSM processes.
• Monitored process performance metrics and ensured adherence to established service levels.
• Analyzed customer feedback data to identify potential opportunities for process optimization.
• Collaborated with business partners to identify areas of improvement for existing processes.
• Analyzed workflows and established priorities for daily operations.
• Maintained knowledge of advances in information technology systems and applications.
• Conducted assessments of current systems, tools, and applications used in the organization's IT service management operations.
• Provided company users with tech support for IT problems and account maintenance.
• Maintained updated knowledge through continuing education and advanced training.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Identified needs of customers promptly and efficiently.
• Recognized by management for providing exceptional customer service.
• Exceeded customer satisfaction by finding creative solutions to problems.