Jill Sweeney
Butler,PA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Sr. Customer Success Manager
All Covered/Konica Minolta
04.2024 - Current
- Implemented strategic contract redesigns for Enterprise clients, prioritizing both client satisfaction and MRR efficiency.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing success strategies for enterprise accounts.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
Incident Manager
All Covered/Konica Minolta
04.2022 - 04.2024
- Created an internationally accepted Change Management SOP in collaboration with colleagues from around the world.
- Facilitated smooth transition and adoption of change management processes for 5 clients, by providing training to both clients and 30+ colleagues on ITIL standards.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
- Crafted various written content including SOPs, training materials, Knowledgebase articles, and client-facing communications.
Engineer Team Lead
All Covered/Konica Minolta
05.2020 - 04.2022
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Oversaw Dedicated Help Desk Staff, ensuring proper ticket assignments and queue prioritization for tier 1, 2, and 3 support alongside engineering resources.
- Consistently utilized ServiceNow to report on a timely basis, providing accurate information for tracking and analysis.
- Successfully handled critical situations and oversaw smaller projects
- Interfaced directly with individual users and department heads on service improvements,
- Managed Relationship with vendors for client,
- Implemented an optimized system for managing stock hardware inventory
- Engaged in vendor partnerships to analyze, select, experiment with, and integrate cutting-edge solutions and protocols to bolster security posture.
- Managed role based access implementation
- Wrote, reviewed and edited technical document in accordance with template requirements.
Business Solutions Manager
Giant Eagle
12.2019 - 04.2020
- Led efficient management practices for multiple Endpoint teams,enabling effective collaboration among technicians,synchronizing workloads across departments,maintaining comprehensive documentation to streamline processes while ensuring smooth functioning of Windows systems,Apple MAC products,Zebra Handheld systems,Multifunction printers,and Air Media conference room equipment.
- Managed system wide IT maintenance and project groups, developing project SOWs, coordinating with various departments within the organization, and identifying areas for improvement.
- Worked with a wide variety of areas in the business to evaluate and solution individual, department and system wide needs within business standards,
- Create technical roadmaps for improved end user experience and business needs,
- Worked through projects around hardware replacement, security vulnerabilities, Cloud economic assessments, cloud governance, Pandemic WFH initiatives, data center migrations, hardware standardization, deployment of Edge Chromium browser, Microsoft unified MFA portal update, Conditional Access policies in Azure, Role Based Access Control through Microsoft Identity Manager, Service Account security remediation, IGEL thin client pilot and Windows 10 update,
- Managed the Microsoft EA agreement renewal and validation through ordering of new licenses through MS partner as well as true ups to the annual EA and negotiations of the 3 year renewal
- Championed employee development programs leading to increased job satisfaction rates within the organization.
- Mentored team members on best practices for achieving key objectives in a timely manner while upholding company values.
Program Director
Apogee IT Services
04.2018 - 11.2019
- Overall management and coordination of all projects including onboardings, firewall replacements, new site turn ups, host replacements, Office365 mail migrations, off-boardings, ISP upgrades, network equipment upgrades, Server and Workstations Hardware updates and OS level workstation and server/ host updates, Build project plan and assign resources to specific tasks based on ownership and skill level, Create or assist in scope of project with time estimates, products and deadlines, Client communication over phone, through email and in person to ensure they are aware of the progress and to obtain additional details, Evaluate if a task needs shifted in priority or resource ownership to keep project on time, Send all billable items to invoicing team and review any issues, Work with procurement team to ensure product is ordered and received efficiently, Work with department and Executive leadership team on process changes and monthly budgetary reporting, Coordinate schedules of up to 8 engineers, Follow up with client to gage satisfaction of work performed
NOC Engineer
Apogee IT Services
12.2017 - 06.2018
- Primary responsibilities included alert monitoring and remediation of networking, server and other infrastructure alerts; Service Desk T4 ticket resolution; Rebuild portions of environments for problem resolution; attending security remediation and leadership planning calls on client planning; In person and virtual meetings about contract deliverables; Working with 3rd party vendors as internal tool owner; Act as a service delivery manager for large scale clients to resolve infrastructure wide issues by attending client update meetings, security remediation meetings and coordinating high level technical redesign
ConnectWise Administrator
Apogee IT Services
06.2018 - 04.2018
- Management of PSA system, building and generation of reporting for all departments, Work with teams on PSA redesign and troubleshooting of processes for finance, new sales, marketing, service desk, billable services, account management and internal IT departments, Project management tasks include, Meet with Sales team to review the SOW and MSA details as well as client specific concerns, Review of previously finished projects to assist in adjusting future scope/project template if required, Make suggestions to Executive and Department Leadership if there are process improvements identified and implement changes to process, Work with Accounting/Finance team to ensure all agreements, product, time and other fees are invoiced correctly, Ensure all information from project changes are documented fully and communicated to all parties impacted moving forward through documentation portal, asset tracking software, email and ticket notes
IT Services Specialist
Virtual Officeware LLC
10.2015 - 11.2017
- Primary responsibilities, beyond those of an IT Specialist, included managing and overseeing new sales order requirements (implementation, hosted environment build, deployment, documentation, customer communication) and scheduling and overseeing upgrades of servers and the GE Centricity application
- Also, being a top IT perspective working on security and environmental architecture of over 400 servers with 3rd party vendors and management staff
IT Specialist
Virtual Officeware LLC
09.2014 - 10.2015
- Primary responsibilities included upgrades of servers and the GE Centricity application
- Additional contributions included technical service tickets from customers hosted with Virtual Officeware and customer owned servers
Skills
- Data-driven decision-making
- Relationship Management
- Customer Relationship Building
- Inter-department collaboration
- Report Analysis
- Client service optimization
- Training and mentoring
Timeline
Sr. Customer Success Manager
All Covered/Konica Minolta
04.2024 - Current
Incident Manager
All Covered/Konica Minolta
04.2022 - 04.2024
Engineer Team Lead
All Covered/Konica Minolta
05.2020 - 04.2022
Business Solutions Manager
Giant Eagle
12.2019 - 04.2020
ConnectWise Administrator
Apogee IT Services
06.2018 - 04.2018
Program Director
Apogee IT Services
04.2018 - 11.2019
NOC Engineer
Apogee IT Services
12.2017 - 06.2018
IT Services Specialist
Virtual Officeware LLC
10.2015 - 11.2017
IT Specialist
Virtual Officeware LLC
09.2014 - 10.2015
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