Delivery Leader, Executive Assistant
Resume:
K. Suzanne Peterson
517-***-**** (cell)
Summary
Offer over 24 years of experience concentrating in administration, people, and project management. I have earned the respect of my employees, peers, and management by providing quality work, focus on my employees, and knowledge of my position.
Professional Experience
Hewlett Packard Enterprise, hire date – May, 1993 (EDS)
2/2016-present
Delivery Leader
Pontiac, Michigan
-Manage service delivery to HPe client in the deployment and ongoing support of MS 0365
-Resolve service delivery issues and manage incidents and escalations
-Provide monthly reporting on volume and usage data for client
-Coordinate changes and change control activities
-Manage financials for monthly volumetric billing
-Act as single point of contact for client, account, helpdesk, and all levels of support
-Coordinate and work with Microsoft for any changes, issues, and knowledge sharing
10/2003-02/2016
Executive Assistant/Mobility and Workplace Services
Lansing, Michigan
-Managed hiring process, tools, and tracking of staffing requests for 18+ leaders in Taleo Management System
-Managed all aspects of administrative processes including; approvals, access/ID requests, hiring and separations for global organization with a complex multi-account based structure supporting over 1,200 employees
-Facilitated multiple projects and tasks as requested by Manager
-Approved and submitted expenses for employees and outside vendor services
-Scheduled and managed all employee business travel
-Implemented work force management tracking tool overseeing 3 global regions to ensure accurate project and employee tracking
-Guided my organization through EDS/HP transition which involved upgrading to multiple new systems and administrative processes
-Developed Excel project/staff tracking plan for 1,200 global employees on multiple accounts
11/2001-10/2003
Business Project Support/Lansing Certified Support Center
-Managed and implemented multiple new business projects and transitions to the helpdesk
-Responsible for meeting project deadlines and communicating project status to upper level management
-Identified and resolved gaps between the current services being provided to the customer and the services being requested
-Proposed pricing and staffing requirements for requested support to include service levels and full time equivalents
-Acted as a liaison between helpdesk operations and new business support teams to ensure a smooth transition of supported products and services
-Forecasted staffing needs for a helpdesk of 150 employees to ensure proper staffing to meet service levels for 7X24 support
-Created a Quality Management flow process that was implemented as part of the Contact Center Optimization Project
-Developed presentations to promote the helpdesk to existing and prospective clients
-Functional Area Representative monitoring corrective action to ensure ISO 9001 compliancy
6/1999-11/2001
Operations Supervisor/Lansing Certified Support Center
Lansing, Michigan
-Managed compensation, staffing, and career development for a team of 35 helpdesk agents
-Administered monthly and yearly performance reviews to include all aspects of the employees performance related to outlined objectives
-Participated in multiple projects involving all levels within the organization; both domestic and international
-Provided formal presentations to internal and external clients
-Managed contractual metrics
-Determined training needs and plans to ensure employees maintained skills for current position
4/1995-6/1999
Project Leader/Customer Assistance Center Consolidation Project
Lansing, Michigan
-Managed multiple projects to consolidate EDS/GM infrastructure support to a single point of contact
-Managed a project team to coordinate operations, technology, and process activities
-Developed Workgroup instructions to define the Project Leader’s roles and responsibilities
Education
Michigan State University, East Lansing, Michigan
Bachelor of Arts, Advertising
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