Vicky L. Shine

Work History

Saint Paul Public Schools

05.2016 - Current

Orchestrated implementation of strategic technology roadmap in partnership with cross-functional teams.
Launched cloud-based collaboration platform (Microsoft 365) resulting in 30% improvement in communication and productivity across entire school system.
Streamlined service desk operations by automating repair process for 37,000 iPads and 4,000 Mac Books, resulting in 75% reduction in manual effort.
Spearheaded creation and successful implementation of district-wide Enterprise IT Governance framework, resulting in enhanced operational efficiency, reduced risk exposure, and better decision-making.
Negotiated and finalized new collective bargaining agreement for supervisor's union, securing 2.5% increase in base salary and substantial 25% increase in district contributions to health benefits, resulting in enhanced employee satisfaction and retention.
Negotiated $1.3 million telecommunications upgrade which included porting of 10,000 phone, fax, and emergency lines.
Developed comprehensive request for proposals (RFPs) for software and hardware solutions by outlining requirements and specifications, resulting in accelerating RFP decision making process by 20%.
Managed implementation of new technological improvements resulting in increased efficiency by Upgrading 4500 wireless access points and 2500 network switches.

Imagine Print Solutions

08.2015 - 05.2016

Administrator and primary application support for 900 employees.
Worked to identify and improve processes related to application upgrades and support with vendors.
Upgraded Dynamics CRM software and increased utilization 20% by sales staff.
Optimized vendor relationships with Dynamics CRM and Cyrius vendors through effective communication and performance monitoring; expanded user adoption of new features by 10% in first quarter.
Audited security permissions for Dynamics CRM and Cyrius software, ensuring compliance with data privacy regulations and mitigating potential security risks.
Communicated with clients to define business objectives and present individualized solutions.

ProMedica Health System

06.2011 - 06.2015

Streamlined and optimized applications supporting 56,000 employees and 2,100+ physicians across health system, resulting in a 30% reduction in average response time and improved user satisfaction.
Primary point of contact and administrator for Patient Keeper, Sandman, and OBTraceVue clinical applications and Amysis medical claims software.
Assessed functionality of applications and identified opportunities for enhancing performance.
Partnered with vendors and medical staff in identifying enhancements and resolving issues to assigned applications which improved efficiency by 10%.
Observed company standards for performance for time and supply management practices.
Audited application's security permissions to ensure proper access and compliance.
Developed and deployed queries, simple applications and moderately complex reports relevant to customer needs.

The University of Toledo

09.2002 - 06.2011

Directed day-to-day operations of IT Support Desk, Library Information Commons, and residence halls labs for college.
Ensured best practices and data security protocols were followed in support students, academic, and medical.
Implemented 7/24/365 support structure including and ACD and ticketing system for efficient problem management; escalation protocols and user-communication procedures.
Managed $50,000 budget allocation for essential student materials including paper, toner, and computer peripherals; achieved cost savings of 15% by implementing efficient inventory management system.
Created and led successful institution wide operation to address student and staff computer and mobile device connectivity in compliance with infrastructure policies.
Mentored team of five full-time administrative staff and oversaw 30 student workers in IT Helpdesk and lab environments, fostering high-performing and collaborative atmosphere.
Increased staff and student utilization of IT Helpdesk by 75% with expanding service capabilities.
Authored service level agreements for help desk operations.