Margaret Patton
IT Management
Honey Brook,PA
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
64
64
years of professional experience
7
7
years of post-secondary education
Work History
Sr Project Manager
01.2020 - Current
- Manage strategic projects requiring funding through the CER process.
IKON OFFICE SOLUTIONS, INC
01.1995 - Current
Sr Project Manager Service Transition
01.2019 - 01.2020
- Managed Functional Projects assigned to me to improve functionality of eBiz and OFSC.
- Administration of OFSC.
- Testing for upgrades.
- Managed system reconciliation of Service Calls between eBiz, OFSC and ServiceNow.
- Worked closely with Application Support to find root cause for issues and correcting the issue.
- Developing SQL queries to use as reporting.
- Technical documentation and communications for Field Service management.
Sr Project Manager
mindSHIFT Information Technology
01.2016 - 01.2019
- I was loaned to mindSHIFT to assist with Project Management of implantation of 3 new Systems Eloqua, OSC and ServiceNow.
- Once the implementations were completed, I focused on supporting ServiceNow and for triage of all Incidents, ServiceNow administration, coordination of Sprints from reviewing enhancement requests for Sprints, QA testing, inventory for releases and all communication for releases.
Sr Project Manager
01.2012 - 01.2016
- Managed planning, implementing, and monitoring a variety of medium and largescale enterprise projects.
- Managed delegation, support, goal setting, measures, tracking, reporting and communication focus on project objectives and interaction with those responsible for delivering them.
- Demonstrated best practices and implemented required relationships to achieve project scope, planning and deliverables to improve the business.
01.2006 - 01.2012
- Managed design, development, documenting and assisting in implementing standard processes for Call Center Operations and Customer Interaction Center.
- Manage projects to achieve financial targets.
- Provide project leadership for changes to process and drive implementation of standard processes.
- Provide ongoing guidance, support, and training.
- Review and update metrics for the process to drive changes to the process to improve efficiency.
- Provide detailed reporting and analysis as business needs dictate.
Senior Solutions Engineer
01.2004 - 01.2005
- Fully qualified technical professional proficient in both technical and marketing strengths of products offered by IKON Professional Services.
- Assumed full responsibility for product review and testing within specific focus area.
- Developed integration strategies across all Professional Service product lines.
- Provided competitive information and direct sales support for major and national account opportunities.
- Collaborated with vendors to develop future feature set priorities.
Change Management
01.2004 - 01.2004
- Promoted to oversee reliability and functionality of all mission critical Enterprise systems, overseeing change and process management practices for systems including Oracle 11i, Oracle 11.0.3, OMD, Data Center, and Network Center systems.
- Collaborated extensively with senior-level IT team members and end users to identify needs, determine procedures for fulfilling requests, and execute change.
- Supervised, mentored, and led large project teams of up to 26 direct reports located nationwide throughout all lifecycle stages, while serving as primary contact between change management team and Six Sigma Black Belts.
- Regularly promoted in recognition of leadership skills and technical expertise.
- Received 2 Outstanding Service Awards acknowledging talents in leading and motivating large diverse project teams in global implementations.
- Continually serve instrumental implementation roles for one of Oracle’s largest customers.
- Thoroughly and cogently articulated system and process changes to users at all technical skill levels.
Senior Project Manager
01.2002 - 01.2004
- Provided full lifecycle project management throughout deployment of Oracle solutions throughout implementation, while simultaneously leading Customer Interaction Team in all project and day-to-day activities., ) Managed and supervised development team throughout design phase of Oracle implementations in support of all customizations and interfaces.
- Directed conversion and impact assessment groups.
Senior Manager
01.2001 - 01.2002
- Successfully analyzed, established, implemented, and managed operations of Global Helpdesk center, providing national support to over 15,000 staff members and 20,000 systems.
Senior Manager
01.1997 - 01.2001
- Managed day-to-day operations of Helpdesk, providing ongoing identification, diagnosis, troubleshooting and support to network and telecommunications staffs.
Technical Support Specialist/Telephony Engineer
01.1995 - 01.1997
- Initially recruited to provide support and repair to broad range of hardware, software, network, and telecommunications issues.
- Successfully planned, designed, and implemented network infrastructures at 10 facilities, while managing and administering user accounts.
Board Certified Surgical Assistant
READING HOSPITAL AND MEDICAL CENTER
West Reading, PA
01.1977 - 01.1988
- Specialized in Ophthalmology, Orthopedics and Open-Heart surgery teams.
- Continued… …Continued….
Education
Bachelor of Science - Nursing
Albright College
Reading, PA 08.1981 - 05.1985
Bachelor of Science - Computer Science
Albright College
Reading, PA 09.1995 - 01.1999
Skills
Teamwork and Collaboration
Collaboration
Analytical and Critical Thinking
Critical Thinking
Organization and Time Management
Project Scheduling
Strategic planning
Project Management
Key Performance Indicators
Improvement initiatives
Timeline
Sr Project Manager
01.2020 - Current
Sr Project Manager Service Transition
01.2019 - 01.2020
Sr Project Manager
mindSHIFT Information Technology
01.2016 - 01.2019
Sr Project Manager
01.2012 - 01.2016
01.2006 - 01.2012
Senior Solutions Engineer
01.2004 - 01.2005
Change Management
01.2004 - 01.2004
Senior Project Manager
01.2002 - 01.2004
Senior Manager
01.2001 - 01.2002
Senior Manager
01.1997 - 01.2001
Bachelor of Science - Computer Science
Albright College
09.1995 - 01.1999
IKON OFFICE SOLUTIONS, INC
01.1995 - Current
Technical Support Specialist/Telephony Engineer
01.1995 - 01.1997
Bachelor of Science - Nursing
Albright College
08.1981 - 05.1985
Board Certified Surgical Assistant
READING HOSPITAL AND MEDICAL CENTER
01.1977 - 01.1988