Manager Administrative Assistant

Carol M. Brown

***** **** ****, ***. ****, Houston, TX 77095 917-***-****

www.linkedin.com/in/carolmbrown *****.**.*****@*****.***

U.S. Citizen

Executive Administrative Assistant

Interface with people to improve productivity and assist with the positive development of employees, guiding and developing all into team players in addition to improving their customer-facing events; Leader, team player ensuring customer satisfaction is a daily accomplishment.

Hardware / Software Operational Infrastructure Delivery Network Telecommunications Team Development Administrative Assistance

During my years working as an Executive Administrative Assistant, in addition to supporting my direct bosses, I managed the visa/transfer process for Ex-patriates and their families and was their main contact resolving personal or state-side issues while abroad. I developed a system to ensure global employees received their reviews and merit increases on time. I increased my knowledge of technology, which resulted in me becoming the contact for other Assistants with PC and software questions. I am also an accomplished and results-driven IT professional with experience leading cross-functional teams on several projects. I am solutions-oriented with success managing operational and infrastructure services and support. I partnered with vendors, to continuously improve processes and customer satisfaction, while contributing to the success of team goals, increasing productivity and improving relationships.

Core Competencies

-Client / Vendor Relationship

-Executive/Leadership/Board Administrative Support

-Team and Relationship Building

-Organizational Development/Leadership

-Small Project Management

-Incident/Problem/Change Management

-Change Management / ITIL

-Continuous Applications/Infrastructure Improvement

Technical Skills

Proficiency in MSOffice Suite, Google; Avaya Administration, Novell, Active Directory, ServiceNow, SAP, Lotus Notes

WESTROCK [Formerly MEADWESTVACO (MWV)] 2010 – 2015

Manager, Service Delivery, Richmond, VA 2014 – 2015

Member of Enterprise Services team with direct support to application enhancements. Managed $7M enhancement budget.

Liaised between global business units and 3rd-party vendors, for resource review, budget, time frame, and enhancement progression, maintaining agreed upon rate.

Oversaw escalation of service delivery issues, interfacing with all global business units, providing strategic process improvement and business continuity recommendations.

Reviewed and approved monthly enhancement report for delivery to global business units, increasing 3rd party’s awareness of discrepancies, improving accuracy and report delivery time.

Built and maintained solid working relationship between 3rd-party vendors and global business units, improving relationships, improving major enhancements delivery time.

Maintained 91% on time delivery rate, 100% defect density rate with business values, averaging $10k to $1M per enhancement.

Reduced blended hourly rate from $57 to $50, resulting in financial savings to global business units.

Carol M. Brown *****.**.*****@*****.*** Page Two

WESTROCK [Formerly MEADWESTVACO (MWV)] (Continued)

Transitioned work on-shore vs. off-shore, increasing customer testing and statement of work (SOW) accuracy, supporting reduction.

Increased productivity and unified process utilizing ServiceNow, an Information Technical Infrastructure Library (ITIL) tool, centralizing reporting of all business units. Eliminated risk of infrastructure outages, ensuring uniform review of environmental changes and action dates, approved by business units, implemented by 3rd-party vendors, as Member of Change Advisory Board (CAB).

Senior Operations Manager, Telecommunications, Richmond, VA 2012 – 2014

Ensured effective communication across data network and telecommunications infrastructure.

Reduced ticket backlog 95% within 2 months in ServiceNow telecommunications queue.

Improved and maintained working relationship with team and 3rd-party vendors, ensuring continued reliability of global communications services.

Saved $324K annually leading and implementing request for proposal (RFP) for organization-wide telecommunications network.

Completed network bandwidth upgrades for several mill and business locations, providing robust network, introducing initial video usage, realizing travel savings.

Completed Avaya equipment upgrade across domestic infrastructure, ensuring all company locations were active on VoIP, and covered under contract for support.

As Major Incident Manager, (MIM), managed Severity 1 issues on quarterly basis, ensuring resolution of Sev1 issue by engaged parties including external vendors.

IT Field Services Sr. Analyst, New York, NY 2010 – 2012

Provided 24/7 support to New York, New Jersey, Pennsylvania and Canadian locations. Aided high-ranking international affairs contractor, with dual reporting to CEO and president.

Oversaw continuous improvement for data and telecommunication network, providing hardware and software support to global Senior Managers, Executive Leadership, and Board Members.

Increased satisfaction and generated financial savings managing several major hardware, software, data, wireless, and telecommunication network upgrade projects.

Completed Windows XP to Windows 7 upgrade for all supported locations, ensuring all remote, in-house and global users upgraded PC’s to newest OS.

Assisted with completion of telecommunications infrastructure upgrade in Geneva, Switzerland location.

Trained and mentored field service personnel on user response and one-on-one interaction, including electronic communication etiquette.

AFFILIATED COMPUTER SERVICES, INC. (XEROX), New York, NY 2006 – 2010

Information Management Senior Specialist (Supporting SBU: MWV)

Supported employees at multiple locations resolving PC, PC software and telephone issues.

Updated Service Center Configuration Management Database (CMDB) for supported locations, ensuring integrity of all stored information.

Synchronized mobile devices with network email accounts, providing local support, migrating users from Lotus Notes to Google mail.

Carol M. Brown *****.**.*****@*****.*** Page Three

MEADWESTVACO (MWV), New York, NY 1999 – 2006

Tech Team Specialist

Aided all users, including senior management, leadership team, and board members, as key member of Field Services group.

Transitioned and trained users from GroupWise to Lotus Notes database and email, conducting on-site training on new email system usage.

Rolled out Company VISTA image to hundreds of PC’s, integrating users within newest computing environment.

Conducted on-site software user training on Word, Excel, PowerPoint and company-specific software, such as Citrix, prior to transition to Microsoft software.

WESTVACO, New York, NY 1981 – 1999

Executive Administrative Assistant 1992 – 1999

To Sr. Vice President, Worldwide, Rigesa, Ltd. (Brazil) & Forestry Divisions

Benefits Secretary & Group Insurance Assistant 1991 – 1992

To Employee Benefits & Group Insurance & Benefits Communications Managers

Executive Secretary 1986 – 1991

To Vice President & Container Division Manager

Secretary III 1981 – 1986

To Corporate Licensing Manager and Technical Assistant to the Corporate Research Manager

Under these positions, performed all administrative duties required of an Assistant as well as

- Supervision of secretarial staff

- Daily interaction with Board members, Leadership, executives, customers and clients

- Coordinated Ex-patriate transfers, personal affairs

- Managed personnel/payroll records for charged departments

Education

Graduated Associate of Applied Sciences (AAS), Office Systems Management, Berkeley College, Woodbridge, NJ

Graduated Executive Secretarial Program, The Wood School, New York, NY

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