HEATHER J. ANDERSON
Parrish
Summary
Dynamic PMP Certified IT Support Program Manager with senior-level expertise and hands-on proficiency in technical application customer support and customer experience. Earned 20 technical and professional certifications which include PMP, Agile/Scrum, ITIL Foundations V2, V3 and V4, ITILV4 MP/SL, ITILV3 Intermediate/Service Operations, Lean Six Sigma, and Certified HDI Instructor. Experienced in service delivery, application support management and IT operations. Skilled at training, leading, mentoring and coaching staff. Expert at streamlining operations, eliminating waste and developing/implementing continual process improvements. Entrepreneurial mindset gained from operating several successful small businesses. Experienced at Incident and Problem Management driving root cause identification and correction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Information Systems Manager
GDIT
11.2021 - Current
- Service improvement initiatives for Securities & Exchange Service Desk and Infrastructure support contract; proposal support for ESSET EPA bid for Service Desk and Infrastructure support; project support for GDIT/Department of Interior Service Catalog initiative
- Provide ITSM and Service Desk expertise for various bid activities that GDIT and teaming partners are sourcing
- Provide contract program management, consulting, subject matter expertise, proposal support and business development for outsourced service desk, help desk, and call center contracts.
- Subject matter expertise on help desk, ITIL and certification related matters, including service level agreement creation and compliance. Utilize ServiceNow to manage ticket compliance, as well as knowledge base review and access
Director, Service Delivery – IT Outsourced Operations
DIVURGENT / Hackensack Meridian Health
05.2021 - 10.2021
- Short-Term contractor managing the outsource relationship between NTT Data and Hackensack for IT Services and Support.
- Use ServiceNow ticketing system to ensure proper documentation has been kept of troubleshooting procedures; regular review of Aging Tickets and ServiceNow dashboards for SLA compliance.
IT Service Delivery Manager / Domestic and International Service Desk Operations
TEK Systems / Disney
02.2021 - 05.2021
- Short-Term Contractor providing service delivery analysis and management, including SLA compliance for the Disney Enterprise Operations Service Desk Teams (Domestic and International).
- Use ServiceNow ticketing system for incident, request, change and metrics management.
Sr. Manager, National IT Service Desk Operations
Optum / United Health Group
St. Petersburg
02.2019 - 10.2020
- Manage customer facing IT service and support activities including contact centers in CA, CO, FL, NM & NV.
- This position is responsible for leading a team of managers that supervise daily operations for service desk functions and is ultimately responsible for quality and performance of all IT Service Desk activities for legacy DaVita Medical Group, a part of Optum/United Health Group.
- Contribute to the strategic planning, definition, and execution of the future state vision & roadmap of the service desk function; understands and Implements (ITIL) best practices in relation to Service Desk Service Delivery especially in the areas of Incident, Problem and Knowledge Management.
- Internal point of escalation for lT Leadership or requestors with issues directly related to service desk service delivery; recognize problems and make recommendations/decisions on the best course of action to remediate.
- Resourceful at coming up with solutions using existing or available resources based on knowledge of the organization and level of execution effort.
- Established dashboard metrics and monthly analysis presentation to convey service desk performance to IT & Business leadership.
Manager, IT Service Delivery-Americas – Global Network Operations
JABIL Circuit
St. Petersburg
09.2016 - 02.2019
- Manage the day-to-day relationship with service providers to ensure effective delivery of outsourced services.
- Review, manage and escalate incidents and requests to drive delivery of contractually mandated SLAs.
- Global Point of Contact using a follow-the-sun approach for issue resolution in Americas, Europe and Asia-Pacific regions.
- Perform incident and request management process reviews through root cause analysis and deflection.
- Project management of site capacity reviews and recommend upgrades where appropriate.
- Work with outside vendor on circuit procurement, end of life equipment replacement and cost savings initiatives.
- Saved Jabil over $200K during first quarter of employment on recurring video conferencing maintenance support by doing a deep dive into site requirements, equipment redeployment and on-site spares.
Owner/Sr. Program/Project Manager
MARKIT SUPPORT, LLC
Sarasota/Bradenton/Tampa
03.2011 - 09.2016
- Operate independent management consulting firm for contractors, government agencies and commercial clients.
- Services include project/program management, proposal support, capture management, subject-matter expertise, and business development services support centers, contact centers, help desks and ITSM Service Delivery efforts.
- Deputy Program Manager that successfully identified and corrected problems at an outsourced FDA help desk, a $12 million annual technical support initiative).
- Performed Help Desk Audit that resulted in all SLAs being exceeded within 3 months and removal of all financial penalties placed upon contractor.
- Implementation Project Manager for successful contract start-up and transition, including new cloud-based ACD technology acquisition for EPA Safe Drinking Water Hotline.
- Commendation by EPA’s Office of Drinking Water CIO for smoothest contract transition.
- Reference to vendor written white paper regarding project success: http://www.8x8.com/Resources/Customers/OutreachProcessPartners.aspx
- Senior Program Manager for the Office of Personnel Management (OPM), restructured and realigned Project Management Office for Tier I Help Desk, Tier II Desktop Support and Tier III Patch Management.
- Increased First Call Resolution by 20% and slashed time to escalate by 15% by implementing a Floor Coach/Trainer program.
- Because of plan implementation and success, all previously assessed SLA penalties were reversed resulting in a $20,000/quarter cost savings.
Director of IT Support Services
TRINET GROUP, INC.
Bradenton
09.2013 - 09.2015
- Lead strategy and tactical management activities for Tier I IT Helpdesk and Tier II Application Support teams, provide world-class customer service, drive continuous improvement and efficiencies, and identify/implement industry best practices using in-depth knowledge of all areas of IT.
- Oversee all IT-related outage and service restoration announcements.
Senior Program Manager — Department of Commerce/ITA Customer Support
THE MIL CORPORATION
Washington
04.2009 - 03.2011
- Managed projects for government contractor with U.S. Department of Commerce.
- Provided on site program management, project management, HDI (Help Desk Institute) certification, subject matter expertise, proposal and business development support.
- Held instrumental role in winning $20M, 3 ½ year contract re-bid award for Tier 1 Help Desk/Tier 2 Desktop Support engagement.
- Led seamless contract transition.
- Provided on-site day-to-day contract program management.
Education
Bachelor’s Degree - Business Administration, Business Education
Notre Dame College & Kent State University
Real Estate Sales License Coursework -
University of Findlay
OhioCertificates - Federal Contract Management, Proposal Development, Federal Sales and Writing, Capture Management
Shipley WINS
CompTIA Network+ Certification coursework -
Skills
- Executive Leadership
- Operations Management
- Project/Program Management
- Workforce Resource and Performance Management
- Team Management
- Customer Relationships
- Solutions Advice
- Cost Reduction
- Metrics Analysis
- Contract Administration
- Service Level Management
- Strategic Decision Making
- Problem Solving
- Continual Process Improvement
- Coaching & Mentoring
- Service Delivery
- Communications
- Vendor Relations
- Procurement
- Staff Recruitment and Training
- Opportunity Identification
- Subcontractor Management
- ServiceNow
- Training Program Management
- Training Program Design
- Training Program Delivery
- P&L/Budgeting/Forecasting
- Lean Six Sigma
- ITIL
- Entrepreneur
- Agile
- ITSM
- IT support management
- Team leadership
- Customer service
- Project management
- Contract management
- Service level agreements
- Incident management
- IT training and development
- ITIL framework
- IT performance metrics
- IT service management
- IT quality assurance
Certification
- PMI Project Management Professional (PMP), #1255869, 05/31/24
- Scrum / Agile Project Management Certification, In Progress
- ITILV3 Intermediate IT Service Operation, #GR7540666899HS
- ITILV4 Managing Professional (MP), 07/31/22
- ITILV4 Strategic Leader (SL), 07/31/22
- ITILV4 Strategist – Direct, Plan, and Improve, #GR12222365HS
- ITILV4 Foundations, #GR671335625HS
- ITILV3 Foundations, #936364
- ITILV2 Foundations, #48013
- Lean Six Sigma – White Belt
- HDI Certifications, HDI Certified Support Center Director, HDI Certified Support Center Manager, HDI Certified Support Center Team Lead, HDI Certified Desktop Support Manager, HDI Certified Support Center Analyst, HDI Certified Customer Support Specialist
- STI Knowledge Certifications, Help Desk Manager, Help Desk Team Lead, Knowledge Manager, Customer Service Specialist
Security Clearance
Favorable Interim Suitability - Public Trust - SEC
Technical Summary
Desktop Computers, Laptop Computers, Tablets, Scanners, Printers, MS Office Suites O365, 2017, 2015, ServiceNow, SharePoint, MS Teams, Automatic Call Distribution Systems (ACDs), NICE inContact, Cisco Call Manager, Reporting, Trends Analysis, Root Cause Identification, Problem Management, Incident Management, Request Management, Performance Metrics
Timeline
Information Systems Manager
GDIT
11.2021 - Current
Director, Service Delivery – IT Outsourced Operations
DIVURGENT / Hackensack Meridian Health
05.2021 - 10.2021
IT Service Delivery Manager / Domestic and International Service Desk Operations
TEK Systems / Disney
02.2021 - 05.2021
Sr. Manager, National IT Service Desk Operations
Optum / United Health Group
02.2019 - 10.2020
Manager, IT Service Delivery-Americas – Global Network Operations
JABIL Circuit
09.2016 - 02.2019
Director of IT Support Services
TRINET GROUP, INC.
09.2013 - 09.2015
Owner/Sr. Program/Project Manager
MARKIT SUPPORT, LLC
03.2011 - 09.2016
Senior Program Manager — Department of Commerce/ITA Customer Support
THE MIL CORPORATION
04.2009 - 03.2011
Bachelor’s Degree - Business Administration, Business Education
Notre Dame College & Kent State University
Real Estate Sales License Coursework -
University of Findlay
Certificates - Federal Contract Management, Proposal Development, Federal Sales and Writing, Capture Management
Shipley WINS