Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Wendy Shaffer

Pittsburgh,PA

Summary

Looking to bring strong instincts and a proven record of Application Development, QA oversight in addition to procedural compliance, process management and strong operational skills, to a growing company.

Accomplished, results oriented, technology leader with 17+ years of IT experience. Known for seamlessly coordinating and collaborating with internal organizations and third-party partners to develop, manage, streamline, problem solve and implement technical support.

Characterized as a trusted liaison and point of escalation between IT and business, guiding "c-suite" leaders towards strategic functional and operational optimization. Energetic leader, coach and mentor of sizable teams (residing locally and internationally) who readily gains employee confidence while utilizing their talents and knowledge to full advantage. Dynamic professional with extensive experience in ITIL processes and project management. Proven track record in leading cross-functional initiatives and enhancing process efficiencies, contributing to significant improvements in service delivery and operational risk management.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Business Experience & Planning Advisor Seniordvis

PNC
Pittsburgh, Pennsylvania
07.2018 - Current
  • Business Experience & Planning Advisor Senior - Technology (Current) - Currently lead Third Party Business Reviews with Critical Technology Vendors to meet Risk and Audit requirements.

- Currently lead Third Party Business Reviews with Critical Technology Vendors to meet Risk and Audit requirements.

- Technology Contract Management renewal tracking and ownership.

-Technology project and budget approval process governance.

  • Line of Business Risk Expert - ET&S
    - Led enterprise process modernization initiatives including RFP design, quarterly review frameworks, and standardized reporting.
    - Partnered with Architecture, Technology, Risk, and Business stakeholders to define target-state processes and digital workflows.
    - Owned SharePoint and Confluence product spaces supporting ET&S documentation, collaboration, and
    process transparency.
    - Modernized Clarizen time-reporting processes to improve resource planning and operational accuracy.
    - Provided ServiceNow reporting and analytics to support leadership decision-making.
  • Line of Business Risk Lead - Security
    - Designed and implemented the digital workflow for Firewall Change Management, improving governance
    and reducing operational risk.
    - Led daily and nightly change-implementation ceremonies, serving as senior escalation point across
    Security, Technology, and Architecture.
    - Built dashboards and KPIs for Security Change, Incident, and Problem Management.
    - Ran Security's daily IT Change Management processes to align with enterprise standards and regulatory
    expectations.

Director Level Consultant at Thermo Fisher Scientific - IT Service Management

Kforce
Pittsburgh, PA
- Current
  • Managed several Acquisition Integrations for ITIL Processes and ServiceNow.
  • Developed and manage the roadmap for the evolution of the Incident Management, Problem Management and Knowledge Management processes.
  • Define and implement best practices and standards to improve Process execution efficiency.
  • Collaborate with other Process Champions, Managers & Analysts to develop a cohesive ITSM strategy.
  • Acts as liaison to IT groups to promote the value and benefits of ITIL processes.      
  • Streamlined KPI’s to measure the effectiveness of processes to help continuously improve overall IT Service quality.     
  • Maintain and improve process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security).

IT Operations Manager

MedExpress
Pittsburgh, PA
08.2016 - 07.2017
  • Responsible for leading and maintaining superior IT customer service, help desk and second level support.
  • Management oversight of multiple growth related IT initiatives.
  • Manager of IT procurement processes and procedures.
  • Responsible for creating and improving ITIL processes within the IT team, including Change, Incident, Problem, Knowledge and Asset Management.
  • Responsible for managing vendor service level agreements.
  • Successfully led key projects which resulted in increased service delivery quality and higher customer satisfaction.
  • Implemented an environment that fosters team commitment and employee engagement.
  • Directed procurement, installation, and life-cycle maintenance of enterprise hardware and infrastructure.
  • Managed on-site and remote support of hardware, software and network connectivity issues in retail facilities.
 ​​​

Manager IT

Highmark Health Solutions
Pittsburgh, PA
06.2014 - 08.2016
  • IT Manager of team of Systems Analysts, Developers, Requirements and Relationship Managers and QA Testers for software development.
  • Spearheaded scheduling, hiring, direction, future planning, demand and capacity planning, budgeting and standard practices.
  • Relationship management between Business area and IT.
  • Creation of BI analytics and dashboards for reporting IT KPIs and goals. Responsible for monitoring and controlling quality while actively seeking opportunities for improvement within software development team.
  • Established and met scheduled milestones for deliverables via Lean and Agile methodologies.

Manager of IT

University Of Pittsburgh Medical Center
Pittsburgh, PA
11.2006 - 07.2014
  • Manager of team of ITSM Process Owners/Engineers.
  • Owner of all UPMC ITSM Processes - Change Management, Incident Management, Problem Management, Configuration Management, Asset Management, Knowledge Management, SLA and Request Management.
  • Responsible for improving and altering processes across UPMC IT departments.
  • Implemented new processes across organization as our team and environment matured. 

Decision Support Services Account Executive

ACNielsen
Pittsburgh, PA
02.2004 - 11.2006
  • Managed software installs, upgrades and support at client sites including issue troubleshooting, user training and project management.
  • Worked with external and internal IT departments to ensure accuracy of BI initiatives.
  • Project management of software implementation and upgrades.
  • Successfully planned and coordinated data warehouse implementations.
  • Managed internal and external application support and project planning.
  • Critical business analysis report building and troubleshooting for major retail clients.

Decision Support Applications Analyst

General Nutrition Inc.
Pittsburgh, PA
06.2002 - 03.2003
  • Cognos reporting project management.
  • Report design and development.
  • Built and maintained POS data cubes.
  • Development of training curriculum, materials and classes.
  • Delivered individual and group training on different software packages and tools.
  • End user support.
  • Monitored production queue performance.

Teacher

Pressley Ridge Schools
Pittsburgh, PA
12.1997 - 01.2001
  • Teacher of Autistic and Socially and Emotionally challenged Deaf Children.
  • Curriculum planning and documentation.
  • Responsible for education and behavior management of students.
  • Management of all Individualized Education Program projects and documentation of student abilities and progress.

Director of Help Desk - Interim

-
  • Managed day-to-day activities of the UPMC Help Desk system and associated tools and infrastructure.
  • Coordinated activities and communication with other internal client personnel to ensure support services were within committed SLA's.
  • Instituted system-wide policy and procedure management related to Incident and Problem Management.
  • Launched a Work Force Management Team and Metrics (i.e. Daily Service Level Statistics, Individual Agent Statistics and Scorecards, Scheduling Procedures, Forecasting).

Project Director

-
  • Spearheaded cross-functional initiative to achieve Help Desk Consolidation project across corporate and 10 community hospitals to create one internal Service Desk.
  • Responsible for managing multiple projects from scope, design, development and implementation including communications to business entities.
  • Delegated all project assignments, activities, goals and objectives
  • Facilitated coordination activities and communication between project participants and provided ongoing updates for each aspect of the project.
  • Investigated and identified new initiatives for technical development.

Account Manager/Implementation Specialist

-
  • Coordination and management of all aspects of the Medical Health Record financial and clinical implementations for external Behavioral Health organizations.
  • Main contact within Askesis for external client contact in regards to installation/implementation, customizations and general communication for multiple clients.
  • Created Statement Of Work contract specification for application customization.
  • Guided Relationship Management with internal sales and development/programming departments as well as external customers.
  • Project Management for all implementations at external client sites from inception to go-live.
  • Developed and Conducted System Use and Build Training for end users.
  • Performed QA testing of new product releases.

Systems Analyst

  • Project Management of multiple applications for Patient Flow and care at multiple UPMC Hospitals.
  • Main contact within hospital system for TeleTracking applications.
  • ADT conversion project planning, testing and implementation.
  • Project Coordination, testing and implementation of multiple hospital/server application installations and upgrades.
  • HL7 interface planning and design at multiple UPMC hospitals using Epic, Medipac, Cerner, TeleTracking, Aurillion, McKesson.
  • Relationship management with internal IT groups as well as vendors, clinical staff and administration.
  • System documentation and Training for end users.
  • System Security Plans and compliance.
  • Report development and Business Analysis.
  • Project Management of web based application building/programming, testing and implementation.
  • Planned the re-implementation of registration kiosks across UPMC departments using a new vendor-Diebold/Aurillion.

Education

BS - Psychology

University Of Pittsburgh
1996

MED - Deaf Education

University Of Pittsburgh
1997

MSIS - Information Sciences

University Of Pittsburgh
2002

Skills

  • Technical Leadership & Solutions 
  • Project Management & Implementation
  • ITIL Processes
  • Team Building, Coaching & Mentoring
  • Vendor/Supplier Management
  • Help Desk Management
  • Business Analysis
  • Process Improvements
  • Application Development
  • Product Management
  • Quality Control & Assurance
  • Client Relations & Services

Certification

ITIL Foundations

Six Sigma - Yellow Belt

Timeline

Business Experience & Planning Advisor Seniordvis

PNC
07.2018 - Current

IT Operations Manager

MedExpress
08.2016 - 07.2017

Manager IT

Highmark Health Solutions
06.2014 - 08.2016

Manager of IT

University Of Pittsburgh Medical Center
11.2006 - 07.2014

Decision Support Services Account Executive

ACNielsen
02.2004 - 11.2006

Decision Support Applications Analyst

General Nutrition Inc.
06.2002 - 03.2003

Teacher

Pressley Ridge Schools
12.1997 - 01.2001

Director Level Consultant at Thermo Fisher Scientific - IT Service Management

Kforce
- Current

Director of Help Desk - Interim

-

Project Director

-

Account Manager/Implementation Specialist

-

Systems Analyst

BS - Psychology

University Of Pittsburgh

MED - Deaf Education

University Of Pittsburgh

MSIS - Information Sciences

University Of Pittsburgh
Wendy Shaffer