ROSANNE DELANEY

Greeted visitors to State Park, providing information on amenities and facilities.

• Distributed maps and brochures to orient visitors effectively.
• Promoted educational programs while informing visitors about regulations.
• Processed sales of park passes, permits, merchandise, and firewood.
• Operated cash register, ensuring accurate revenue collection and shift box balancing.
• Managed phone communications by transferring calls and taking messages.
• Maintained cleanliness of facilities and performed photocopying and filing tasks.
• Assisted with campground reservations, and documented visitor concerns.

• As a Senior Engagement Manager, I am primarily responsible for managing the successful deployment of ServiceNow solutions to a customer, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction.
• Own Professional Services delivery to a customer
• Understand the customer business including the business issues and problems being resolved by the professional services engagement
• Act as the single point of contact for a customer for ServiceNow engagement provides a conduit to other ServiceNow teams
• Use consultative skills and understanding of technology to explain how ServiceNow addresses requirements and objectives
• Responsible for project delivery to customer account
• Deliver Pre-Sales presentations around the ServiceNow deployment methodology
• Plan and deliver project kick-off meetings
• Facilitate requirement analysis workshops to translate business requirements to tangible configuration in ServiceNow (Stories)
• Scrum Master for Sprint cycle during deployment
• Project status reporting for stakeholders, conduct regular project review calls/meetings with customers
• Identify up sell opportunities and engage Sales & Pre-Sales teams
• Responsible for customer satisfaction through the engagement
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences

• Company Overview: (A ServiceNow Partner)
• As a Principal Consultant and Engagement Manager at Intreis, I managed client relationships from beginning (pre-sales) to end (post project support). Ensured the delivery of process design/improvements and GRC/ITSM expertise with the aim of creating value, maximizing growth and improving the business performance of our clients on the ServiceNow platform.
• Build and nurture client relationships
• Consult with clients to understand requirements to advise and implement integrated solutions
• Lead engagement planning and budgeting: mobilize and manage engagement teams; define deliverable structure and content; direct on-time, quality delivery of work product
• Effectively communicate project plans and expectations to project team members and stakeholders
• Monitor project quality and mitigate risks; manage escalations and all levels of status reporting
• Assist with training, knowledge sharing, and internal team development.
• Lead clients to deploy more efficient and effective technology services and risk management programs
• (A ServiceNow Partner)

• Develop and implement strategic Project Portfolio management, Service Portfolio Management and Business Relationship Management plan.
• Strategic planning and implementation of enterprise technology projects including; Acquisition and remote office build-outs-Hong Kong, London, and twelve US cities
• Migration of 1600+ desktop operating systems to Windows 7 and Microsoft Office 2010 across 32 sites
• Infrastructure Project manager for acquisitions, remote office facility build-outs and moves
• Construction of a new building technology infrastructure and state-of-the-art data center
• Coordination of physical move of 1000 personnel and computer equipment into new facility
• Managed operations of Desktop Design and Management Team
• Managed budget of $1.8M annually, purchasing hardware, software, and peripherals firm wide
• Developed, implemented, and maintained desktop/laptop hardware and software standards
• Implemented policies to ensure integrity of the network and data
• Oversaw technical resources for 32 remote offices
• Service Improvement Program steering committee member

• Participated in strategic planning, budgeting, resource allocation, and project execution
• Provided project management for various Business Unit technology initiatives for the firm
• Managed the Desktop Design and Management Team in all efforts to standardize, test, and recommend new technology
• Acted as Interim Vice President of Telecommunications

• Restructured an existing Support Help Desk, to create an organizational structure that provides technical support with a Customer Service focus
• Implemented an incident management tool, management reports and statistics
• Developed a Desktop Design and Management Team that focuses on developing enterprise-wide desktop standards
• Acted as Project Lead for the following enterprise-wide initiatives: migration to Exchange, installation of LanDesk Server and client, Investment Services department upgrades