Customer Service Management
Resume:
Wendy Marriott
www.linkedin.com/in/wendymarriott
**************@*****.***
PROFESSIONAL EXPERIENCE
American Institute of Physics, Melville, NY Sept. 1993 – Jun. 2015 The American Institute of Physics (AIP) is a not-for-profit organization created to serve physics and related fields of science by providing programs, services and scholarly publications to the scientific community and the general public. Head of Information Technology Feb. 2014-Jun. 2015 Responsible for all enterprise technology services: strategy, governance/compliance, application development and operations, PMO, and telecom/infrastructure. Provided proactive leadership, vision and planning required to accomplish the strategic initiatives of AIP and its member societies.
o Responsible for all applications development including internal applications (Salesforce, SharePoint, Oracle E-Business suite, content management system (Rsuite/Marklogic) and customer facing websites (corporate website, e-commerce, membership & subscription, and Author submission sites). Managed full SDLC using both agile and waterfall methodologies.
Assumed technical responsibility for AIP’s Scitation web hosting platform (providing both B2C and B2B services).
Rescued shaky rollout of a web hosting platform (Scitation) by a 3rd party vendor. Improved page load times by 77% and dramatically decreased the number and length of outages.
Worked with stakeholders to document strategic capabilities needed for the next generation of platform. Business case, proposal and funding approved by Board. Partnered with Marketing to conduct usability studies and to test proof of concepts for potential new products and features.
Implemented a cross functional SEO taskforce which improved referrals and rankings. Implemented Universal Analytics and developed KPIs to track performance.
Created dedicated QA testing function, implemented Selenium to automate testing. Formalized testing criteria, test plans & reporting. o Reorganized Information Technology into one cohesive team. Flattened the organization, optimized resources by balancing outsourced skillsets and focusing internal staff on tasks that add the most value to the organization.
Managed Program Management office (PMO). Formalized processes including demand management, standardized project documentation & reporting.
Created a Data Management function responsible for data architecture and data modeling.
Directed updates to Business Impact Analysis and standardized system documentation. o Chair Information Resources Management committee – Established purchasing guidelines & standards, ensured compliance (internal audit, PCI) and instituted appropriate policies & procedures (data, security, business continuity). Negotiated contracts and SLAs with vendors and organizations that purchased our consulting services. o Managed the selection, design, build out and move to a new 45k sq. ft. open plan office saving over $1.5 million in rent and operating expenses. New space improved collaboration and reduced the number of formal meetings.
Directed change management process to help staff take advantage of new technology and to adjust to the new workplace strategies.
Oversaw new infrastructure, standardized staff hardware/software suite, implemented Skype for Business and improved voice/video conferencing capabilities.
o Responsible for 31 staff and $6.5 million operating & capital expenditure budget. Met or exceeded SLAs while consistently reducing technology costs. Worked closely with stakeholders and executives to set strategy and approve the business technology roadmap. Director, Business Systems & Operations Feb. 2010 –Feb. 2014 Responsible for business applications development and operations as well as database design & administration and network/communications infrastructure. Also responsible for facility and office services functions. Partnered with stakeholders to identify, develop & implement improvements to the operating effectiveness and the financial performance of the organization.
o Directed DevOps for all business applications (internal & customer facing). Blended resources from internal developers, vendors/partners and consultants.
Led team in the evaluation, selection and implementation of a new membership and customer service application. Directed the system migration and development of websites for ecommerce, membership and meetings registration. Ensured PCI compliance and tight internal controls.
Implemented Salesforce CRM for the Consortia Sales team which increased productivity, pipeline visibility and shortened contract preparation times.
Implemented QlikView business intelligence software. Brainstormed dashboard needs with business leaders, implemented 10 production dashboards within the first year.
Transitioned from an in-house data center to the cloud. Directed partner selection, deployment and knowledge transfer. Services were migrated within four months with very little downtime. Operating savings of over $800k per year. Also leveraged cloud services to simplify business continuity.
Managed database administration for Oracle, SQL Server & MySQL databases. o Worked with executive team to create a separate subsidiary. Analyzed costs, distribution of assets and developed shared services agreements between the organizations. o Managed Infrastructure and communications services. Migrated all corporate email to Exchange, adopted Microsoft’s unified communications suite which improved collaboration and communications between office sites.
o Assumed responsibility for facility and office services. Modernized processes, reduced staff, created a consolidated Help Desk with improved response times. o Improved internal customer focus and communication: Streamlined operations and reduced staff while maintaining services. Formalized SLA’s & established key performance metrics. Regularly conducted user surveys, improving customer satisfaction rankings significantly. o Responsible for 36 staff and over $10 million a year in operating costs. Director, Business Systems May 2000 – Feb. 2010
Provided strategic direction for core information services (applications development for key functions like finance/accounting, membership and customer service as well as network and communications infrastructure, database design & administration). o Developed architecture & applications required for membership, customer services & subscription data management. This increased profitability by leveraging online registration
& renewal processing. The system serviced over 150 print & online publications from 18 scientific societies with memberships ranging from a few hundred subscribers to over a hundred thousand subscribers.
o Early adopter of virtualized infrastructure. Worked effectively with business units to virtualize applications and services within aggressive timeframes. Benefits included improved system availability, resource allocation, speed of deployment and flexibility. Tripled the number of servers supported without adding staff.
o Corporate governance efforts: Chair the IRM committee, maintain and enforce relevant policy & procedures. Oversee PCI compliance efforts. o Implemented and maintained high quality, scalable and highly available technology infrastructure across multiple locations. Ensured that our computer capabilities were flexible enough to respond to changing corporate objectives. o Directed a staff of 25 and efficiently managed a budget of over $5 million per year. Manager, Business Systems Jan. 1996- May 2000
Managed core information services including: applications development, database administration, network infrastructure, & telecommunications. o Managed the technical move of AIP’s Publishing Center, including telecommunications, network & data center design and logistics for 400 staff. Project was completed on time and under budget.
o Won over $60k in grants for training through the New York State Workforce Development Act. Grant was used to retrain staff for online publishing. Training included office automation, XML editing, and project management.
o Managed hardware & software contracts, purchases to assure that they were supporting the organizations business plans.
Assistant to the Director of Info. Technology Sep. 1993- Jan. 1996 Provided support to Director, including: project management, status reporting, and responsibility for the technology, capital and computer related budget for the organization. o Worked with technical staff to document appropriate business continuity plans for the Institute. Ensured that plans were updated and appropriately tested. o Created one page project status reports to facilitate project planning & prioritization. o Researched and wrote strategic plans, presented plans to the board with my Director. Grumman Corporation, Bethpage, NY Jun. 1985- Sep.1993 A defense and technology company providing information services, electronics, and aerospace solutions to government and commercial customers worldwide. Senior Systems Analyst
Delivered applications and database solutions that are efficient, reliable and maintainable. Acted as Team leader with a project team of four developers. o Automated the Office of the Corporate Secretary, including customized database to track executive stock awards, management incentive plan and SEC filings. One staff person processed exponential growth in stock option exercises leading up to the takeover by Northrop Corporation.
o Development of an executive information system for the office of the Chief Technical Officer. System tracked staff, lab equipment and other resources dedicated to R&D. o Development of 3-D modeling codes for radar cross section prediction for the Corporate Research Center. Deployed code for use in top secret projects and proposal efforts. o First Grumman Data Systems employee to receive a Master’s Fellowship. EDUCATION AND PROFESSIONAL DEVELOPMENT
o Columbia Graduate School of Business, New York NY Institute for Not for Profit Management Graduate
o Hofstra University, Hempstead, NY
42 credits towards MBA in Business Computer Information Systems o New York Institute of Technology, Old Westbury NY Bachelor of Science, Computer Science
o PMLG Project Management workshop, DRI BCP 501, PCI compliance training. Member of the Society for Information Management (SIM), Caucus, & IEEE
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