Patricia A Shanahan
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
42
42
years of professional experience
1
1
Certification
Work History
Team Lead
Inserso
04.2020 - 06.2021
- Documented updates to ServiceNow for the organization
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Business Relationship Manager
Texas Department Of Transportation
05.2021 - 05.2022
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
Manager IT Service
Choice Hotels
11.2015 - 03.2020
- Serve as an ITSM process owner for adoption of ITSM processes & drive process and organizational maturity as it pertains to IT Service Management and ITIL
- System Administrator, designer, and architect for Service Management ITSM Service Management suite (ServiceNow) technician ticketing application and user front-end portal, to include upgrades, maintenance, enhancements, and system design
- Oversaw IT department operations and training.
- Closely collaborated with project members to identify and quickly address problems.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Manage the processes for Change Management, Problem Management, Configuration Management and ITSM Service Management Engineers
- Create and define organizational metrics and KPIs to produce reports as required/requested
- Participate in requirements gathering, design and implementation of service management capabilities, including and not limited to audit requests and disaster recovery efforts
- Organize and conduct meetings with business clients and IT to gather and develop Service Level and Operational Level Agreements (SLAs/OLAs), including mapping of new and/or enhancement of services
- Change Advisory Board and Problem Manager conducting regular meetings and providing communication to leadership, IT, and the business
- X Provide technical support and create ITSM training course materials, training needs assessment; conducts training as needed
- Creates surveys and analysis of training and processes.
Service Desk Operations Manager, Manager of Quality and Training
SAFEWAY INC
04.2007 - 11.2015
- Manager IT Service Transition
- Managed IT Service Desk for over 300 inbound technical support staff to resolve both backstage and retail customers technical issues
- X Lead the Quality Assurance and Training teams to ensure exceptional customer service and knowledge to our frontline technical support staff
- Responsible for collecting, analyzing, and utilizing operational performance data to identify, prioritize, and deliver improvements to the business, recommending action plans, and providing requirements for a new ITSM tool solution
- Lead the training and quality team with the transition and integration to ServiceNow solution
- SME and business analyst supporting project scoping and SOW requirements gathering
- Responsibility for the management of and implementation of new projects into the retail environment, while ensuring technical knowledge of the Service Desk and Pharmacy support staff.
Manager Data
PEGASUS SOLUTIONS
01.2003 - 03.2007
- Service and Reservation Services
- Oversight of groups of agents to maintain and update various hotels groups information in various boking channels
- Managed Reservations Center of call center agents to manage incoming calls for reservation for our various hotel brands
- Responsible for training of new Data Services Agents and Reservation Agent Training.
Center Manager/Director
Howard Johnson Reservation
- Newly acquired Hotels Brand, part of the Transition team to Cendant Corporation
- Expanded the Reservation Center to add additional staff
- Successfully worked with local government officials to defect propose 800 tax increases
- 7506 S
- 30 th
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
Business Relationship Manager
Texas Department Of Transportation
05.2021 - 05.2022
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
Center Supervisor
Cendant Corporation, Rodeway Inns Reservation
05.1980 - 07.2002
- Led team of Reservation Sales Agents in booking hotel reservations
- Training, coaching and development of Reservation agents.
Education
GED -
Metro Tech Community College
Omaha, NESkills
- Maintaining Clean Work Areas
- Team Mentoring
- Motivational Leadership
- Job Assignments
- Employee Coaching and Motivation
- Closing Procedures
- Corrective Actions
- Performance Tracking and Evaluations
Certification
ITIL v3 Foundations Certified - March 2015 Certified Prosci Change Management – April 2016 - Business Relationship Fundamentals July 2020
Timeline
Business Relationship Manager
Texas Department Of Transportation
05.2021 - 05.2022
Business Relationship Manager
Texas Department Of Transportation
05.2021 - 05.2022
Team Lead
Inserso
04.2020 - 06.2021
Manager IT Service
Choice Hotels
11.2015 - 03.2020
Service Desk Operations Manager, Manager of Quality and Training
SAFEWAY INC
04.2007 - 11.2015
Manager Data
PEGASUS SOLUTIONS
01.2003 - 03.2007
Center Supervisor
Cendant Corporation, Rodeway Inns Reservation
05.1980 - 07.2002
Center Manager/Director
Howard Johnson Reservation
GED -
Metro Tech Community College
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