Rebecca Welsh
Clairton,PA
Summary
An IT Leader with a 16-year record of leadership experience in areas such as application management and support, infrastructure management, help desk support, and security optimization. Focused on satisfying customer needs through robust, innovative and forward-thinking solutions. Demonstrated success as an operational leader, articulate communicator and practiced influencer. Collaborates across functions to outline and achieve project targets. Skilled in building solid business solutions based on methodologies and engineering principles. Complex problem-solver skilled in integrating technologies and managing projects.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Enterprise Service Delivery Manager
Konica Minolta Business Solutions
Pittsburgh, PA
02.2021 - Current
- Manage enterprise-level services and dedicated support teams to achieve growth targets and enhance client business outcomes
- Engage with key leaders across client organizations to strategize, develop, and oversee implementation of IT services across various industry verticals
- Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensure systems, procedures, and methodologies are in place to support outstanding service delivery
- Achieved 100% in enterprise client retention over three years through implementation of a robust client retention process
- Managing a team of 13 IT professionals to achieve operational excellence and ensure compliance with best practices in IT service management
- Monitor team performance, identify areas for improvement, and provide feedback and coaching
- Oversee the delivery of IT services to external clients and managing approximately $5M in annual revenue
Senior IT Project Lead
Arconic
Pittsburgh, PA
01.2016 - 02.2021
- Managed three offshore development teams within the Financial Oracle applications department
- Responsible for understanding customer business needs into technical requirements, helped lead departmental strategy, including planning processes, and providing critical recommendations and policies and desired goals
- Accountable for Global compliance to coordinate all IT audit preparation follow-up work
- Responsible for coordinating customer requirements and technical documentation, liaison to corporate integration team, Oracle offshore technical teams, and functional customers
- Led the separation of approximately 20 financial applications during a company-wide separation
- Accountable in all issue resolution and communicated project status to business stakeholders and operational management
- Point of contact for communicating related system problems within the department and collaborated with other teams and vendors on quick remediation
Senior IT Project Lead
ALCOA
Pittsburgh, PA
01.2011 - 01.2016
- Application Project Manager for various mid-size HR projects ($100K - $500K), including analyzing design, scope, implementation, costs, and resource needs
- Responsible for coordinating customer requirements, technical documentation, liaison to corporate integration team and Oracle offshore technical teams and functional customers
- Developed project dashboards to provide leadership visibility of requests and work in progress, with the ability to communicate technical information to a critical non-technical audience
- Coordinated with technical and functional ALCOA and Oracle track leads to ensure successful testing and implementation of reporting, interfaces, compensation, talent management, and core HR data during an Oracle Regional Instance Consolidation project
- Acted as a focal point for communicating related system problems within the department and collaborated with other teams and vendors on changes, fixes, and updates.
Education
Master of Business Administration - Management
Point Park University
Pittsburgh, PA12-2008
Bachelor of Science - Management Information Systems
Indiana University of Pennsylvania
Indiana, PA05-2001
Skills
- Team Leadership and Training
- Project Management
- Application Support
- Customer Relationship Management
- Enterprise Account Management
- Change Management
- Major Incident Management
- Vendor Management
- SOX Compliance
- Continuous Service Improvement
- Service Delivery Management
- Disaster Recovery
Certification
- ITIL 4
- Certified Associate in Project Management (CAPM)
References
References available upon request.
Timeline
Enterprise Service Delivery Manager
Konica Minolta Business Solutions
02.2021 - Current
Senior IT Project Lead
Arconic
01.2016 - 02.2021
Senior IT Project Lead
ALCOA
01.2011 - 01.2016
Master of Business Administration - Management
Point Park University
Bachelor of Science - Management Information Systems
Indiana University of Pennsylvania
- ITIL 4
- Certified Associate in Project Management (CAPM)
Similar Profiles
Michael TraubMichael Traub
Major Account Executive at Konica Minolta Business SolutionsMajor Account Executive at Konica Minolta Business Solutions
Austin CahillAustin Cahill
Shipping/Forklift Operator at Konica Minolta Business SolutionsShipping/Forklift Operator at Konica Minolta Business Solutions
David HegartyDavid Hegarty
Senior Account Manager - Healthcare at Konica Minolta Business SolutionsSenior Account Manager - Healthcare at Konica Minolta Business Solutions
Jack SammonsJack Sammons
Named Account Executive at Konica Minolta Business Solutions USNamed Account Executive at Konica Minolta Business Solutions US
Elijah VandenbergElijah Vandenberg
Barista at Cafe NairobiBarista at Cafe Nairobi