Chelsea Goolsby-Eberhart
Berwyn,United States
Summary
Experienced Senior IT Professional with 13+ years of hands-on experience in team development, project management, and troubleshooting technical issues. Demonstrated success in expanding teams and managing complex projects at reputable organizations like Rush University Medical Center, Marsh McLennan, and Hub International. Equipped with a Master's in Data Analytics and a Bachelor's in Management Information Systems, and bringing a strong educational background to excel in the IT landscape. Known for problem-solving abilities, effective communication skills, and empathetic approach. Key achievement includes increasing first call resolution by 62% through identifying repeat offenders, issue log patterns, and developing simplified and searchable knowledge base articles within ServiceNow. Strong leadership, analytical thinking, and attention to detail are some key strengths.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Project Manager
Empist
02.2024 - Current
- Streamlined project processes by implementing agile methodologies, resulting in increased efficiency and faster completion times.
- Supported and executed simultaneous delivery of various e-commerce and mobile projects.
- Identified risks early in the project lifecycle, developing mitigation plans to prevent schedule delays or cost overruns.
- Communicated project plans and progress to key stakeholders and project contributors.
- Collaborated with business users, technical teams, database administrators and testing teams during kickoff meetings, joint application designing, and planning sessions to validate requirements.
- Served as technical liaison, supporting engineering, management, procurement, sales, and marketing, quality assurance and supply base.
- Reduced project costs with diligent budget management and resource allocation strategies, enabling the completion of projects under budget.
- Demonstrated strong leadership skills by effectively managing diverse teams and maintaining high levels of motivation, even during challenging periods of significant change or tight deadlines.
Field Technician Help Desk Manager
Rush University Medical Center
06.2022 - 02.2024
- Revolutionized Desktop Modernization Project & Enhanced Patient Care: Brought in to revitalize a stalled 3-year desktop modernization project critical for efficient healthcare delivery. Within 7 weeks, I successfully built and led a high-performing team, exceeding initial project timelines by 30%. This expedited project completion ensured a more streamlined technology infrastructure, ultimately benefiting patient care.
- Optimized Help Desk Operations & Increased User Satisfaction: Managed a 9-member field service desk team, ensuring timely resolution of hardware, software, network, and system configuration issues for over 2,000 end users. Implemented process optimizations that boosted service efficiency by 15% and user satisfaction by 10%.
- Resolved Critical IT Issues & Minimized Patient Impact: Provided hands-on technical support for complex IT issues impacting patient care. Resolved critical issues with an average resolution time of 30 minutes, minimizing disruptions and ensuring smooth operation of essential medical technology.
Technology Onboarding Analyst (Contract)
Marsh McLennan
01.2022 - 05.2022
- Streamlined Technology Onboarding & Implemented ServiceNow Ticketing System: Brought in to optimize Marsh McLennan's technology onboarding process for new hires. Leveraging my ServiceNow expertise, the contract scope expanded to include building and implementing a ticketing system within their ServiceNow instance.
- Reduced Onboarding Time by 25% and Fostered User Adoption: Redesigned the onboarding process, streamlining workflows and ensuring a smooth experience for new hires. This resulted in a 25% reduction in onboarding time, allowing new employees to become productive members of the team faster.
- Enhanced Service Delivery with Customized ServiceNow Ticketing System: Leveraged my in-depth knowledge of ServiceNow to design and implement a customized ticketing system. This new system streamlined help desk operations and improved overall service delivery for Marsh McLennan's workforce.
- Bridged Knowledge Gap & Provided Ongoing Support: Acted as a subject matter expert on ServiceNow, offering insights and guidance to stakeholders throughout the onboarding and implementation process. This ensured effective knowledge transfer and fostered greater user adoption of the new system. Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Citrix Help Desk Demand Manager
Hub International
02.2020 - 12.2021
- Led the Large-Scale Migration of 17,000+ Users to Latest Citrix Instance: Spearheaded the migration of Hub International's entire user base (over 17,000 employees) to the latest Citrix instance. This project exceeded initial scope due to the COVID-19 pandemic, requiring exceptional adaptability and leadership to ensure a smooth transition for a dispersed workforce.
- Optimized Help Desk Processes & Reduced Resolution Times by 12%: Managed a team of 10-15 desktop support engineers, streamlining the Help Desk Demand Management process. Implemented innovative strategies that reduced average ticket resolution time by 12%, enhancing user productivity and satisfaction.
- Maintained User Productivity Through Efficient Escalation Management: Served as the primary point of contact for complex desktop support escalations, consistently resolving critical issues impacting user productivity within an average of 2 hours. This minimized downtime and ensured business continuity during the migration and ongoing support.
- Utilized Project Management Tools (Azure DevOps) for Flawless Application Upgrades & Migrations: Leveraged project management tools like Azure DevOps to meticulously plan and execute application upgrades and migrations. This minimized downtime and disruption for end-users, ensuring a seamless user experience.
Help Desk Analyst
Sidley Austin LLP
06.2018 - 02.2020
- Achieved Top User Satisfaction & Streamlined Technical Support: Consistently delivered exceptional technical support, earning top user satisfaction ratings among all Help Desk Analysts at Sidley Austin LLP. Demonstrated expertise in resolving a wide range of hardware and software issues, achieving a remarkable 90% first-call resolution rate within an average of 3 minutes. This minimized downtime and ensured a highly productive work environment for legal professionals.
- Expanded Expertise Through Knowledge Management Involvement: Selected to participate in special projects with the knowledge management team. This involvement expanded my technical knowledge and problem-solving skills, allowing me to contribute to the development of internal resources that further enhanced support services for the entire firm.
Technical Support Specialist & Knowledge Base Architect
Bureau van Dijk Electronic Publishing
04.2013 - 02.2018
- Built & Maintained Comprehensive Help Desk Operation: Single-handedly established a robust help desk function, providing front-line support for a growing client base. Developed clear, concise runbooks and process diagrams that streamlined issue resolution and escalation procedures, ensuring consistent and efficient service delivery
- Empowered Researchers with BvD Expertise: Managed School Research Programs for numerous academic institutions. Conducted in-depth research to understand client needs and trained end-users on maximizing the BvD product suite for comprehensive research studies. This empowered researchers to conduct efficient data collection and analysis
- Increased Customer Satisfaction & Revenue Generation: Analyzed both qualitative and quantitative data to identify trends and customer requirements. Partnered with internal teams to align BvD offerings with client needs, resulting in a significant increase in customer satisfaction and revenue generation.
After School Art Director/Temporary Computer Instructor
South Shore Fine Arts Academy
09.2009 - 03.2013
- Cultivated a stimulating learning environment for children in grades K-4 by developing engaging and age-appropriate art lessons.
- Incorporated computer instruction into the curriculum, providing foundational knowledge on basic writing skills and basic computer operation.
- This experience fostered my ability to create engaging learning experiences and adapt instruction to meet the needs of diverse learners.
Gallery Assistant
Jackson Junge Gallery
12.2011 - 03.2012
- Managed artist and artwork databases, ensuring accurate and up-to-date information for client inquiries.
- Coordinated diverse events within the gallery space, including social gatherings, weddings, and artist showcases.
- Developed comprehensive event packages catering to client needs, exceeding expectations and generating positive client experiences.
- Handled customer purchases, framing orders, and efficiently cataloged new artworks upon arrival.
- Maintained accurate inventory records, ensuring smooth operations and effective sales management within the gallery.
- Promoted events and exhibits via social media, email and other communication methods, boosting museum attendance by 27%.
Account Manager/Analyst Intern
Leo Burnett
08.2011 - 11.2011
- Analyzed market data and competitive trends (using tools like AdSource and Survey Monkey) to inform product development and marketing strategies for clients.
- Provided recommendations based on data insights, fostering collaboration between Strategy & Planning and Advertising Management teams.
- Supported client relationship management by maintaining open communication and ensuring client satisfaction.
- Contributed to user experience design by leveraging research findings to understand user needs and preferences.
Marketing Coordinator/Market Analyst
Journey Bar
08.2011 - 11.2011
- Employed qualitative marketing research techniques (focus groups, interviews) to gain in-depth understanding of customer preferences and behavior.
- Analyzed data gathered from customer interactions to identify key trends and patterns within the client base.
- Presented complex data analysis in easily digestible formats (Excel, PowerPoint) to facilitate client comprehension.
- Generated customized customer profiles based on focus group interviews, effectively capturing individual stories and motivations.
- Leveraged insights to formulate data-supported recommendations for product reformulations and packaging modifications, creating clear and actionable strategies for business growth.
- This experience honed my analytical, communication, and presentation skills.
Research Assistant
University of Chicago
06.2007 - 01.2009
- Conducted market research through various techniques like data mining, in-person and phone interviews with target clientele, and healthcare provider note analysis.
- This research informed strategic planning for market segments, providing valuable insights for healthcare providers.
- Collaborated with a reporting team to conduct data degradation analysis, ensuring the accuracy and reliability of historical data sets.
- This experience honed my data analysis skills and emphasized the importance of teamwork in maintaining comprehensive and accurate data for informed decision-making.
Education
Master of Science in Information Technology - Data Analytics
Southern New Hampshire University
Remote01.2016
Bachelor of Science in Business - Management Information Systems & Hospitality Leadership
Depaul University
Chicago, IL01.2011
Skills
- Project Management
- Client Relationship Management
- Problem-solving
- Adaptability
- Technical Support
- Azure DevOps
- Knowledge Base Development
- Runbook Creation
- Market Research
- Data Analysis
- Customer Insights
- Presentation Skills
- Curriculum Development
- Creative Instruction
- Strategic Planning
- Vendor Management
- IT Risk Management
- System Administration
- Change Management
- Incident Management
- Quality Assurance
- Agile Methodology
- Business Intelligence
- Emotional Intelligence
- Requirements Gathering
- Process Automation
- Customer Service
- Data Visualization
- Database Management
- Help Desk Management
- Team Leadership
- Interpersonal Communication
- Agile Methodology
- Business Intelligence
- Emotional Intelligence
- Training Programs
- Requirements Gathering
- Technology Onboarding
- Process Automation
- Customer Service
- Data Visualization
- Leadership Development
- Database Management
- Help Desk Management
- Team Leadership
- Interpersonal Communication
- Agile Methodology
- Business Intelligence
- Emotional Intelligence
- Training Programs
- Requirements Gathering
- Technology Onboarding
- Process Automation
- Customer Service
- Data Visualization
- Leadership Development
- Database Management
- Help Desk Management
- Team Leadership
- Interpersonal Communication
Certification
- 01/01/22 - 01/01/26, ITIL Foundation Certificate in IT Service Management
- 02/01/22, Certified ScrumMaster (CSM)
Timeline
Technical Project Manager
Empist
02.2024 - Current
Field Technician Help Desk Manager
Rush University Medical Center
06.2022 - 02.2024
Technology Onboarding Analyst (Contract)
Marsh McLennan
01.2022 - 05.2022
Citrix Help Desk Demand Manager
Hub International
02.2020 - 12.2021
Help Desk Analyst
Sidley Austin LLP
06.2018 - 02.2020
Technical Support Specialist & Knowledge Base Architect
Bureau van Dijk Electronic Publishing
04.2013 - 02.2018
Gallery Assistant
Jackson Junge Gallery
12.2011 - 03.2012
Account Manager/Analyst Intern
Leo Burnett
08.2011 - 11.2011
Marketing Coordinator/Market Analyst
Journey Bar
08.2011 - 11.2011
After School Art Director/Temporary Computer Instructor
South Shore Fine Arts Academy
09.2009 - 03.2013
Research Assistant
University of Chicago
06.2007 - 01.2009
Master of Science in Information Technology - Data Analytics
Southern New Hampshire University
Bachelor of Science in Business - Management Information Systems & Hospitality Leadership
Depaul University
- 01/01/22 - 01/01/26, ITIL Foundation Certificate in IT Service Management
- 02/01/22, Certified ScrumMaster (CSM)
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