Helene D. Tishler

ITIL Certified

Highland Park, NJ 08904

732-***-****

acc93t@r.postjobfree.com

Summary

Strong Technical Manager with successful track record of managing large

scale, high visibility projects on time and within budget. 15 + years

experience in IT solutions across diverse business models, including

extensive Vendor Management and Managed Services experience and 7+ years

Sales Force Automation expertise. Effective Technical Leadership with far

reaching experience in Resource Management including recruitment, matrix

management, mentoring and performance development. Proven strategic

planning and organizational skills including process design, development

and remapping.

Professional Experience

Pharmaceutical services company, Princeton, NJ 09/2008 - present

Manager, Mobility & Deskside Computing (9/2013 - present):

. Manage oversight for global delivery of vendor provided Deskside

support services, ensuring seamless delivery of contracted services.

. Manage development of windows 8 tablet image including documentation

and support processes

. Manage the deployment, engineering & support for iPhone solution for

over 1500 users

. Supported windows 7 project team on upgrade and deployment to Sales

team during 5 day onsite meeting

. Meet with Business Unit IT Leaders and their business partners to

understand and address customer satisfaction status and opportunities

. Maintain working knowledge of industry trends and supporting

technology.

. Responsible for adherence to global desktop process and procedures as

defined by SOPs, Work Instructions, and corporate policy

. Partner with internal and vendor support teams to deliver consistent

Deskside and mobility services to the end-user community, and

recommend and develop plans to improve services.

. Lead global delivery, operations, inventory, and expense management of

mobile devices.

Senior IT Project Manager (09/2011-09/2013):

. Manage major projects with overall accountability for project success

while also managing one or more project managers on numerous mid to

smaller projects.

. Implement and follow Project Management Office standard methodologies,

processes and tools, develop and maintains project documentation, work

plans and project deliverables. Guide others in the use of the

methodology and tools.

. Manage and motivate project teams, planning work assignments and

schedules and ensuring deliverables are completed on time and within

budget. Guide and monitor work performance.

. Sample recent projects completed -

o Core data center switch replacement - coordinated & planned the

replacement of 1 of the 2 core switches in the major Data

center. This impacted over 400 devices. This included

researching all devices, applications running, shut down & start

processes, application & device dependencies as well as all

application testing needed.

o Platform Expansion & Cloud Proof of Concept (POC) - platform

expansion project to increase storage & computing platform for

business unit using Cisco UCS systems and Isilon storage. In

addition, provided high end 64 bit workstations for user,

implementing early beta version of Windows 7 operating system.

Coordinated agreement with Cloud vendor and built base structure

and rules for proof of concept for Cloud computing.

o Wireless Deployment - Provided wireless access for users

throughout the entire office campus. Expanded the existing

network and added a secured guest access within selected areas

of the additional campus. Provided wireless access as well as

laptop client for standard use

o Informatics Lab- Coordinated the design, order, plans and build

out of isolated Enterprise Informatics Lab to support new

business unit. Provided multiple VMware servers with Linux &

Windows guests, storage, database, separate Active Directory

structure and VPN as well as a firewall back in to Production

network.

o Smartphone development - Managed, the selection & design of a

smartphone for corporate use including a Mobile Device

Management tool and secure e-mail container.

Service Delivery Manager (09/2008 - 09/2011):

Interface with the Project Management Organization to ensure projects

are delivered on time and within budget while meeting the client

needs. Provide effective communication to all levels of the business

for updates, enhancements and system outages. Meet with Business Unit

IT Leaders to develop and assess project requirements as well as

review SLA performance & issue resolution. Provide status on

projects/initiatives on regular basis. Develop and enhance IT

processes for both internal and outsourced functions, converting to

Standard Operating Procedures where applicable. Provide single point

of contact for all IT related issues for senior level Management &

executive staff.

Accomplishments

. Developed Technical requirements and SLA targets for IT outsourcing

initiative

. Managed laptop & BB refresh for 400 salespeople & executive staff

. Managed Infrastructure components of SalesForce.com implementation

. Completed 2 reductions in force projects handling all IT security

components with no information security breach.

Court Square Group, 9/2005 - 09/2008

Managing Director, Infrastructure Services:

. Develop processes and procedures for daily operations

. Develop and manage budget and staff for branch office

. Enhance customer relations and help grow business

. Manage level I and level II resources for supporting external Managed

Services clients achieving high satisfaction ratings.

. Develop and Maintain Service Level Agreements across client base

. Manage IT support company wide using ITIL framework

Senior Project/Program Manager (as well as interim PMO Director - 4 months)

. Develop proposals for prospective customers (including resource

estimations and project schedules)

. Build and manage detail project plans, budgets, documentation and

resources

. Develop Project Management Office standards and processes

. ITIL based service desk/change management application implementation -

Project Manager, from project requirements through application

implementation.

. SalesForce.Com application implementation - Project Manager for

deployment of application throughout company.

. Responsible for implementation of time reporting application.

. Sample projects include Storage migration, Application assessment and

migration, Informix platform testing and evaluation - covering

Pharmaceutical/BioTech, Financial and Information industries.

Schering Plough, Kenilworth, NJ, 8/2000 to 8/2005

Program Manager, Information Technology Project Office

Responsible for:

. Initial design and planning of newly formed Project Office as well as

strong input to the IT Governance process including the development of

the processes and procedures.

. Interface between IT application teams and Infrastructure organization

. Gathering business and technology requirements for new projects

. Program Manager for 2 business units for IT infrastructure

requirements

. Developed internal Service Level agreements with Business Units based

on requirements and business priorities

. Worked with Business customers to present projects to company wide IT

Governance Board including the development and maintenance of project

dashboard

. Matrix management of project resources averaging 8-10 people

. Managing and integrating all Infrastructure components of small, mid-

size and large scale projects

Manager, Desktop Engineering

Responsible for managed efforts including:

. Prepared and maintained project plans and budgets for all new development

projects.

. Develop Best Practices for application integration, system management and

software distributions.

. Development of all software distributions to remote Field Force and Home

Office users.

. Manage a peak staff of 20 (employees and consultants).

. Major Project Management including:

Schering Labs Field Force Laptop System Upgrade Project:

. Developed business requirements, budget ($8MM) and technical project

plan for Laptop Deployment project. Managed the project to come in

under budget, on time and with an expanded scope.

. Development of a standard laptop build including and automated build

process for laptops

. Development of a Systems Management/Software Distribution (Afaria)

Infrastructure.

. Managed the deployment of over 3500 laptops to the Schering Labs Field

Force with no more than 1 full day of disruption for the user.

Schering Home Office Upgrade Project:

. Development of :

o A standard laptop and desktop image for the Schering Labs Home

Office organization (3500 users).

o Requirements, resource plans, and budget for Home Office

Deployment.

o A Systems Management/Software Distribution (Radia)

Infrastructure

o An automated deployment process for laptop/desktops

. Deployment of Active Directory.

SmithKline Beecham, Philadelphia, PA, 8/1993 to 8/2000

Manager, Business Technology Development, 3/1996 to 8/2000.

Managed all technical infrastructure efforts, from requirements

definition through implementation, related to a total revitalization of the

Sales and Marketing field and headquarters based application portfolio.

The infrastructure was spread across four geographically dispersed main

processing sites supporting a sales force of 3000+ professional

consultants. Responsible for managed efforts including:

The development of the Wide Area Network across vendors, sites, and

platforms.

The development of the laptop system which included capabilities to support

sales force automation, sales reporting, information distribution and

office productivity tools.

The design and development of a scalable, manageable, redundant, reliable,

cost effective, easy to use communication solution.

1. Prepared and maintained project plans and budgets for all new

development projects.

2. Managed a peak staff of 25.

3. Prepared and maintained multi-million dollar budget for baseline

activities.

Manager, Production Support, 8/1993 to 3/1996.

SmithKline Beecham Clinical Labs - King of Prussia, PA - 7/1990 to 8/1993 -

Lead Systems Analyst - Network

Epson America, Inc., Bristol, PA - 1 year - Systems Engineer

Peirce-Phelps, Inc. Philadelphia, PA - 4 years - Assistant MIS Director

Education:

State University of New York at Albany - BS - cum laude

Major: Computer Science Minor: Business

4 years Varsity tennis, Team captain 1 year

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