IT Management

Used this resume for Cayuga and Sitel and Siemens

PENNY A. DERENZO

*********@*****.*** /Ph: 607-***-****

https://www.linkedin.com/in/pennyderenzo

Summary

Dynamic Global Operations Support Manager offering international experience and over 15 years of proven success in leadership, team management and organizational development, with a sharp focus on quality work and outstanding service. Proven success with setting strategy and direction to develop teams and processes that reduce operational costs and increase service capacity. An innovator of service design and development for fortune 500 company. A performance driven leader that drives managers to ‘manage by metrics’ with a focus on continuous improvement.

Resource Management

Performance Management

Strategy and Development

Training & Development

Lead & Manage Change

Cost Avoidance

Outsourcing

Greenbelt & ITIL trained

Continuous Improvement

CAREER HISTORY

Corning, Inc., Corning, NY 2012 –2016

Manager, Service Desk Operations – Information Technology

Met and exceeded SLA’s while providing day-to-day 24/7 service to 30,000 end users across three continents with a team of 7 supervisors and 100 agents.

Saved $1MM for Corning, Inc. IT Service Delivery organization through setting a new strategy and executing a follow the sun model of support, including implementing additional language support, a new hiring strategy, and including an interpretation service..

Drove team to a record setting 86% First Call Resolve (FCR) up from 35% and increased agent satisfaction from 60% to 85%.

Improved fulfillment time of new work requests and reduced downtime cost an average of $4,200 per new worker.

Earned a division cash award for the successful transition of services to a Managed Service Provider; delivering workflow designs and prioritization, new and improved processes, training, tracking and documentation of an extremely complex environment.

Manager, Global Customer Support Services – IT Service Delivery 2009 – 2012

Set strategy and direction to adjoin several Corning Inc. customer service teams into a cohesive customer support organization consisting of 8 supervisors and 165 technicians with a $6.6MM budget.

Increased customer base by 25.6% and increased revenue by $145,920 within 12 months for an elite IT Support Service offering.

Developed strategy to increase support capacity with no increase to operational costs. Drove standardization of workflow processes and metrics globally, increasing support capacity by 13% and supported devices by 8%.

Received a division cash award for leading a training & development campaign to enhance quality consistency, foster relationships and build collaboration between regional teams; yielded a 3.92 rating out of 4.

Manager, Executive Support & Field Services – IT Service Delivery 2006 – 2009

Design, develop, implement and manage a concierge level of IT support for Corning’s executives. Managed the day-to-day 24/7 service with a $1.2MM budget while managing an existing Field Services group of 125 agents and a $4.1MM budget.

Directed a team of six advanced level analyst, enabling increased breadth and depth of service and resulting in meeting our financial goals of net zero in 12 months.

Set strategic direction and managed an organizational realignment of 3 teams and 150 resources to gain support efficiencies resulting in an improvement in support ratios well beyond top quartile, from 250:1 to 400:1.

Received a division cash award for leading the team’s efforts in improving customer satisfaction from 4 to 7.5 on a 10-point scale.

PENNY A. DERENZO (2/2)

*********@*****.*** /Ph: 607-***-****

https://www.linkedin.com/in/pennyderenzo

Infrastructure Deployment Leader – Corporate Staffs Group 2002 – 2006

Managed daily operations of the team, aligned with strategic business partners engaging as the key interface for managing IT service level agreements, department budgets and inventory of services.

Provided and represented voice of customer to ITSD, ensuring that IT Services aligned with business goals and expectations.

Reduced costs by 10% of a $6.1MM budget and increased complex issue resolution duration from an average of 5 days to 1.5 days after transforming several independent support teams to form an infrastructure field services support organization.

IT Infrastructure and Operations Leader – Photonics Division 2000 –2002

Responsible for supervising a team of 20 technicians and analysts and a $2.8MM departmental operating budget.

Provided support for a 2000 employee 24 x 7 manufacturing facility that utilized heavily integrated systems and applications.

Provided customer service and support of manufacturing systems with uptime goal to exceed 99%.

Established a partnership between the IT function and production manufacturing.

Facilitated daily production meetings with infrastructure and manufacturing applications leads to reduce downtime and perform reactive vs. proactive measures. Realized significant improvement to uptime and plant manager’s satisfaction.

EDUCATION AND TRAINING

Elmira College

Corning Community College

PMP Certification (pending)

CEB Leadership Program Completion Certificate

Corning Inc. Leadership Development and Performance Excellence Programs

Six Sigma, Greenbelt and ITIL Foundation Training

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