Solution-driven Management Professional eager to contribute exemplary project leadership,

strategic planning, and relationship management expertise toward actively supporting a progressive

organization in optimizing bottom-line performance.

 

 

Significant experience in driving daily business operations inclusive of staffing, project management, customer relations, implementing process improvements, and enforcing adherence to company policies and procedures. Build, coach, empower and lead unified and cross-functional teams committed to delivering extraordinary service. Outstanding abilities in planning, analysis, problem solving, and decision-making. Highly versatile; quickly adapt to new roles, responsibilities, and environments. 

 

Key Achievements:

 

         Captured $400K in cost savings for Ernst & Young LLP by proactively developing and implementing internal virtual support teams.

         Fostered, nurtured and maintained strong relationships with key customers to optimize satisfaction and achieve exceptional retention levels.  

         Project-managed several technology deployments and training initiatives for Ernst & Young.

         Achieved and successfully maintained 99.5% uptime for mission-critical software applications within Ernst & Young s Tax Department.

         Instrumental in major project featuring consolidation of three office locations into one while concurrently deploying new Novell network for 1,500 customers. 

 

 

Ernst & Young, LLP, Chicago, IL,  1985 to 2009

Associate Director C Midwest Area Technology Operations         (1998 to 2009)

         Spearheaded daily technology support operations for nine offices serving 3,500 customers.

         Applied dynamic leadership talents and interpersonal skills toward coaching, motivating, mentoring and managing 34 personnel.

         Efficiently coordinated broad-scope hardware and software support including training services.

         Monitored and ensured attainment of performance metrics and goals for operations, resource utilization, and customer SLAs (service-level agreements).

         Seamlessly orchestrated technology-related change management activities for customers.   

 

HR Reporting Group Manager C Consulting Services            (1996 to 1998)

• Directed and supervised team of four in providing consulting services throughout 15 regional offices for 4,000+ customers.
• Leveraged sharp organizational skills to efficiently prepare and distribute weekly and monthly HR management reports to partners, senior managers, and managers. 

 

Continued

 

 

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Professional Experience continued

 

         Frequently analyzed and identified trends and issues pertinent to clients staffing/retention needs.

         Played a chief role in client meetings to review and assess performance criteria and ensure goal attainment.

 

Office Technology Services Group Supervisor         (1994 to 1996)

         Proficiently led daily technology support operations for Chicago and suburban offices serving customer base of 1,500+.

         Employed strong team-building capabilities to direct 10 high-performing support personnel.

         Contributed excellent project management talents toward coordinating implementation and support of technology products and services for internal customers.

         Strategically partnered with managers from other business units to anticipate and respond to tax, audit, and administrative support requirements related to office technology.

         Hired, trained, mentored and motivated staff, conducted regular performance evaluations, and emphasized productivity, accountability, and customer service excellence.

 

Tax Department LAN Administrator      (1991 to 1994)

         Directed daily administration and maintenance of multiple file servers (250 nodes) for Chicago office s tax department.

         Mentored, motivated and managed team of three in providing exceptional technical/network support.

         Streamlined and enhanced business operations and regulatory compliance by establishing and diligently maintaining policies, procedures and documentation relating to tax hardware and software.

 

                   

 

Prior experience includes role as Tax Technology & Administration Manager

 for Ernst & Young in Dublin, Ireland, 1985 to 1990.

 

 

B.A., Criminal Justice and Computer Science, Northeastern Illinois University, graduated Cum Laude

 

PMP Certification, Project Management Institute