Kathy Rheault
Program Manager
Ashby,MA
Summary
Experienced Program Manager skilled in managing Service, IT and Sales projects for over 12 years. Advanced understanding of organizational strategies, communication management, budgeting and vendor management. Expertise in change management, project management, process improvements, deployment of service or product to field organization and IT projects.
Overview
23
23
years of professional experience
Work History
Program Manager
Johnson Controls, Inc.
04.2012 - Current
- Field Service Mobility – Service Operations Major accomplishments:
- CPQ Program (Sales Quoting Program) - Install, Service and Pricing.
- Focused on user experience – 80 enhancements released to improve usability
- Direct communication approach with focus on specific improvements and who is impacted
- SOS Leads Program (Strengthen our Sales)
- Starting participation rate was 32% and revenue was $60M
- Improved participation to 70% for FY21 with increased revenue to $85M for FY21
- Identified and resolved payout issues for technicians and inspectors
- Developed monthly scorecard for visibility to metrics
- Westminster Data Center migration to Georgia - Managed migration for business
- Originally 812 servers identified in Westminster Data Center; after lengthy discovering process 434 not migrated (obsolete, retired, etc.)
- Migrated 378 services to new data center in Georgia
- Identified business system owners and system testers who were responsible for identifying testing requirements and performing testing to ensure applications were functioning properly
- Several phases of production and non-production systems migrated
- 6-Month project completed
- Managed Oracle EBS Suite Software upgrade project for business
- Hardware and software used to drive customer service delivery platform, applications, and database
- Used to service customers, perform number of important day-to-day finance and accounting functions with over 100 business systems connected through interfaces
- Ensured minimal business impact, scheduled outages necessary for upgrade and drafted necessary communications
- Worked with business owners to draft alternate solutions during 2-day outage as well as contingency plans for any unexpected delays
- Managed $20M mobility program for service applications providing service improvements to over four thousand service users
- Identified, developed, and promoted best practices across field Service Organization
- Included:
- Deficiency Quoting, allowing deficiencies quoted through ease and efficiency with ROI over $9 million per year
- Work Order Management for service process improvement with debriefing - adoption rate 95%
- Terminated one existing system leaving one as backup for sensitive customers
- Electronic Inspection Reporting to allow for inspection for customers requiring reports
- Coached team members on productivity strategies to accomplish challenging goals
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives
- Orchestrated smooth and efficient program development by collaborating cross-functionally across departments
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients
- Participated in pilot tests and revised programs based on feedback and results
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure
- Established milestones and objectives based on input from functional areas and stakeholders
- Identified program obstacles and communicated possible impacts to team
- Leveraged project management processes and tools to define and execute projects
Manager
Tyco International Ltd.
01.2009 - 03.2012
- Information Technology Major accomplishments:
- Managed and launched iPhone/iPad program for personal and corporate purchase
- Developed frequently asked questions, policy, guidelines and worked with Tele-management Center to ensure smooth transition for end users
- Managed Password Manager Tool Rollout: self-service password reset tool to allow end users to reset their own password
- This has decreased calls to help desk by more than 60%
- Implemented software asset management program including centralized sourcing process for company which utilizes approved software catalog, software usage guidelines and software acquisition policy
- Software license reconciliation and deployment has saved $15.5K to date
- Decreased hardware asset management costs by $1 million (36%) over three quarterly lease schedules employing process improvements and SCCM/SMS tool; continue to collect cost savings from this program
- Driving program to automated asset tracking and system lockdown in FY12
- As BU Lead on Software Asset Management Reseller Cleanup Project, ensured company’s software cost through reseller was accurate, and verified licenses for all software for three-year time period
- Presented recommendations to CIO (process improvements, policy, restrictions, approved and unapproved software lists)
- Additionally, created manual license repository and documented requirements for automated repository
- Telecommunications business moved to shared service TMC (Tyco Company) in January 2009; Created business plan, met with TMC to define role, cost, and remaining details
- Managed transition for Telecommunications business to report to TMC shared service team
- This shared service is saving SimplexGrinnell approximately $300K annually
- Increased call closure rate on 1st Level Help Desk from 54% to 86.7% in 4-month timeframe through process improvement, resource and creative organizational adjustments and metrics
- Efforts have led to headcount reduction of 2 full time resources while improving customer service.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Performed statistical analyses to gather data for operational and forecast team needs
- Accomplished multiple tasks within established timeframes
- Developed and maintained relationships with customers and suppliers through account development
Manager, Customer Support
08.2007 - 01.2009
- Information Technology Acquired responsibility for Telecommunication Wireless team
- New responsibility included processing wireless orders, coding and approving invoices and troubleshooting support
- Team consisted of three staff members: One remote
- Major accomplishments:
- Decreased cell phone accessory monthly cost from $10K to $7K for annual savings of 36K
- Implemented program to cancel and/or suspend no usage cellular devices on monthly basis
- This program resulted in cost savings of $25K/Month for annual savings of $300K
- Revised IT Telecom Contact program in district offices which streamlined process for ordering and troubleshooting.
Manager
11.2003 - 08.2007
- Information Technology Managed 26 employees including four remote employees located in Houston, TX, Boca Raton FL and Canada
- Prepared and conducted interviews for new hires
- Performed yearly reviews for current employees; managed IT Support, levels 1 and 2, Account Administration team and Asset Management team
- Major Accomplishments:
- Decreased call abandon rate from over 5% to less than 2%
- Established maximum call time frame for 1st Level Help Desk to increase call intakes
- Created Help Desk operation, troubleshooting and escalation guide for quick resolution
- Established IT Technical Advocate and IT Account Contact program in 140 district offices.
Supervisor
SimplexGrinnell
12.2001 - 11.2003
- End User Support – Information Technology Supervised six full time employees; two remote employees in Houston, TX; managed budgets for department; performed reviews as well as developed obtainable objectives for each individual and team building objectives
- Major Accomplishments:
- Developed online ordering process for field, allowing users to order directly from Dell (decreased order time from 2-6 weeks to 3-5 days)
- Team member for new Customer Relations Management (CRM) software rollout.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Prepared, calibrated and monitored production levels to achieve targets
- Maintained compliance with company policies, objectives and communication goals
- Streamlined operations to improve process efficiency
- Monitored expenditures to mitigate risk of overages
Lead PC Support Specialist
SimplexGrinnell
11.1999 - 12.2001
- Information Technology
- Assisted management with creation and implementation of guidelines for computer equipment
- Supervised interns and temporary help and interviewed new hires; worked daily with branches on updating asset management database and tracking equipment; recovered leased equipment and provided procedures for return; created company policies, software installation instructions and posted them on Intranet
- Met with Dell monthly and setup processes to evaluate new products, create images on computer equipment, identified leasing timeframes and implemented process to order computer equipment
- Volunteered to assist Network Services team by creating network/email accounts, create network shares and permissions and handle all PC Account related calls
- Major Accomplishments:
- Cascading equipment program, which led to cost avoidance of $385K for FY2000
- Prepared “Dell Day” with PC vendor and HR for employee purchases
- Assisted Quality Assurance department with Y2K formats and procedures.
- Participated in team-building activities to enhance working relationships
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Identified issues, analyzed information and provided solutions to problems
- Improved operations through consistent hard work and dedication
- Increased customer satisfaction by resolving issues
Education
Master of Business Degree - Business Management
University of Phoenix
Tempe, AZ 03.2010 - 03.2010
Bachelor of Science - Business
Emmanuel College
Boston, MA 05.2001 - 05.2001
Skills
Program leadership
Policy and procedure improvements
Budget coordination
Performance monitoring
Team leadership and direction
Communication Management
Problem Solving Abilities
Timeline
Program Manager
Johnson Controls, Inc.
04.2012 - Current
Master of Business Degree - Business Management
University of Phoenix
03.2010 - 03.2010
Manager
Tyco International Ltd.
01.2009 - 03.2012
Manager, Customer Support
08.2007 - 01.2009
Manager
11.2003 - 08.2007
Supervisor
SimplexGrinnell
12.2001 - 11.2003
Bachelor of Science - Business
Emmanuel College
05.2001 - 05.2001
Lead PC Support Specialist
SimplexGrinnell
11.1999 - 12.2001