SHANNON K. BACH

• Analyzed event costs to identify areas of improvement and cost savings.
• Developed detailed event reports, documenting all aspects of each event.
• Created detailed customer database to improve consumer relations and streamline customer outreach initiatives.
• Implemented protocols and procedures to effectively manage planning process.
• Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
• Researched and identified new vendors and suppliers to obtain competitive pricing.
• Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
• Researched competitor products, solutions and services.
• Implemented contingency plans to address last-minute changes or unforeseen events which increased customer satisfaction by 25%.
• Developed creative themes for events and created related activities to engage attendees.
• Coordinated travel and accommodations for event attendees.
• Leveraged various technology tools to schedule virtual meetings and events.
• Developed and distributed event surveys to gather feedback and assess event success.
• Utilized ground-up approach to integrating CRM resources to optimize resource and time allocation.

• Selected to provide meeting coordination process improvement support to NASA Commercial Crew Program (CCP) and tasked with creating meeting support templates to maximize resources and produce high-quality outcomes.
• Coordinated communications and tailored standard meeting protocols for multiple boards within Safety Transportation Review Board. Produced templates for Board documentation in SharePoint ensuring accessibility and accuracy of Program records.
• Performed configuration management role for over 50 CCP Board meetings, which included: determining agenda items, sending meeting announcements, and recording actions and minutes.
• Developed efficient methods for ensuring more productive meetings; such as streamlined preparation of chart packages for each review and managing metadata of control board documents in regard to version and status.
• Support team to CCP Program; three successful SPX missions were executed; including SPX Crew-Dragon Demo-1 (un-crewed) and SPX Dragon Crew1 and SPX Dragon Crew 2.
• Applied orchestration model to leverage relationships with stakeholders and partners.
• Worked flexible hours across night, weekend and holiday shifts.

• Or Service Desk ServiceNow (SNOW) implementation team of 150
• Awarded prestigious 5 Keys award out of 32k staff for excellence in customer satisfaction.
• Boosted handle time efficiency 20% via data analysis and securing related productivity gains across all ITSM processes; Developed practices and procedures that are now company gold standard.
• Developed customized reports, summarizing and presenting data in visually appealing format.
• Deployed predictive analytics models to forecast future trends.
• Provided methods that enabled $400K in savings and authored subsequent handbook to convey common issues and lessons learned.
• Secured positive internal media coverage and forged productive, professional stakeholder relationships as public face of major ServiceNow Service Desk migration that is now used as a template for similar initiatives.
• Collaborated on all stages of systems development lifecycle, from requirement gathering to production releases.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes
• Assigned tasks to associates, staffed projects and updated all involved parties to enhance optimal business flow.
• Tested functional compliance of company products, including ServiceNow and Jira.
• Nominated for prestigious 5 Keys award out of 32k staff.
• Analyzed projects to determine resource requirements and procured necessary equipment and software.
• Resolved system test and validation problems to provide normal program functioning.
• Provided code maintenance and system upgrades to maximize performance.

• Problem and Incident Management Process Owner and Coordinator managing functions to highest standards of professionalism supporting 20K devices for critical Incidents
• Streamlined monitoring of system queues supporting 500+ applications, increased efficiency by reducing work hours by 15%
• Designated as 1 of 12 for prestigious Emerging Leader rotational training and development assignment, earning commendations for outstanding work and regularly ranking amongst top 5% of all employees
• Aided 30+ critical Incident team mobilizations and excelled as main liaison with key stakeholders
• Organized 50 Root Cause Analysis and 7 Failure Mode Effect,
• Supported a 57% reduction in Mean Time to Recover (MTTR) through
• Championed Incident Management ITIL best practice framework to secure 70% fewer critical incidents & 64% fewer major incidents; worked as an internal consultant to other divisions globally with similar ITIL rollouts
• Realized implementation of 60 Problem recommendations and attained 95% fewer expedited changes & 30% fewer Incidents due to changes; headed an exceptional Knowledge Centered Service Project involving 2K+ documents to meet all goals
• Consolidated knowledge repositories with estimated savings of $65K+ and greater organizational coordination
• Established Emergency Operations Plan (EOP) for IT Operations remote and Staging Site Support and worked as subject matter expert with all relevant functions and processes
• Incident Management and Service Request Process Owner for Smart Grid Technology services Noted for essential contributions to installation, asset tracking, monitoring, and maintenance of Smart Grid communication assets, leading and working with staff of 100 to meet demanding requirements
• Built tailored standards, processes, systems, measurements for improved oversight of communication assets surrounding risk, cost, control, governance, compliance, business performance objectives
• Managed AMS and Intelligent Grid Communication device production acceptance process, meeting all goals and shortlisted for coveted "Energized by You" accolade due to professionalism and dedication
• Member of internal task force that refined acceptance process and criteria for all Smart Grid communication devices, resulting in major efficiency increases and reduced administrative errors
• Gained buy-in for work order process improvement project that resulted in 30% reduction in excess orders.
• Optimized Smart Grid capacity planning by 20% and directly supported 37% increase in annual profits.

• Administered program controls function and worked in-line with team of subject matter experts, conceptualizing enhanced processes for business and accounting functions to support $10MM in annual revenue
• Achieved resource alignment and attained savings of 50K in lost productivity against operational issues
• Employed specialized invoice processing schedule to boost weekly revenue by 261%.

Meeting Coordinator & Configuration Management Specialist, United Space Alliance, '05 - '06 / Meeting Coordinator & Document Control Administrator, Stafford Covey Return to Flight Task Group, '03 - '06. 100% delivery on implementation of RFI methodology and RCA analysis.