IT Application Implementation/Support and Service Management

Florence Laudenbach

IT Professional

Highly respected leader and goal conscience IT professional with many years of project management and problem-solving skills. Strong collaborator capable of quickly processing new information and connecting people and teams together to resolve complex business problems. Consistently exceeds business objectives and client expectations. Adept in building relationships with IT staff, customers, vendors, and third party contractors. Resourceful professional capable of conceptualizing and delivering creative, practical, and cost effective solutions. Skilled at process definition and data analysis. Proficient in Microsoft Office Suite, Oracle, UNIX, SQL, ServiceNow (SaaS), and Primavera.

AREAS OF EXPERTISE

Service Management

Project Management

Client Relations

Vendor Management

Process Improvement

Business Development

IT Team Leadership

Application Development Lifecycle

Data Analysis

Account Management

SDLC & Agile Methodologies

IT Budget

EXPERIENCE

Talen Energy, Allentown, PA

Supervisor – Information Technology 2014 - 2016

Hands-on supervisor of a team responsible for implementing IT Service Management processes and tools for a spin-off company. Set vision and coordinated efforts for a matrixed team of 5 process managers and 4 implementation partner resources. Responsible for managing implemented processes, building out the service catalog, monitoring SLAs, and managing the Service Desk provider.

Successfully implemented ServiceNow (SaaS), 6 ITIL processes (Change, Configuration Management, Incident, Knowledge, Problem, and Request), and a self-service portal for a company spin-off. Developed a flexible CMDB (Configuration Management Database) to drive re-usable data and workflows that supported other projects, streamlined processes, and empowered IT teams. Delivered on time and within budget ($300 K).

Activated a vendor managed IT Service Desk operation within the expected timeframe (6 months) and budget ($150 K). Resulted in reduction of $10 K per month in transition costs for the new company. Managed the migration of calls from the previous company’s service desk. Supported over 3000 calls per month with 80% resolved on first contact.

Implemented an integration method for application teams to automatically create incident tickets in ServiceNow. Incident priority drove call out and escalation by the Service Desk as needed. Enable 24 hour support for critical systems.

Designed functionality within the CMDB to handle NERC-CIP data and drive special processing for access requests. Enabled a single source for CMDB data, reduced the number of Service Catalog items, and consolidated workflows.

PPL Corporation, Allentown, PA

Supervisor – Information Technology 2011-2014

Supervised a team of 7 employees responsible for implementing Service Management for the IT Infrastructure organization and providing liaison activities to all business lines. Defined services, completed service roadmaps, designed fulfillment processes, and determined service costing. Provided business liaison support for all business lines that included hands-on support, individual trouble shooting and problem solving, service requirements gathering, and communications. ITIL V3 Certified. Completed ITIL Foundations, Service Strategy, Service Definition, Service Operations, and Continuous Service Improvement training.

Streamlined workflows and processes within the IT Department to ensure services were delivered within the defined SLA. Improved productivity, decreased costs and improved business relationships.

Developed costing model that supported charge back to the business based on usage. Enabled the business to analyze and manage IT spend.

Established processes for Business Liaisons to gather and document customer feedback using existing tools (ServiceNow, SharePoint). Facilitated consistency and sharing of information across Business Liaisons. Improved business relationships and developed team backups.

Team Lead – Information Technology 2006-2011

Led a team of 9 employees and contractors to support applications for the Generation department. Provided 24/7 support for both in-house developed and purchased applications.

Implemented Primavera for the Nuclear Department to manage outage work. Integrated with HR, Financial, and Work Management systems to allow for planning of outage tasks with resources and financial data. Resulted in a clearer picture of the tasks for the entire outage and the progress of tasks during the outage.

Built and implemented in-house web applications with mobile device capability to support daily work management for the Fossil Department foremen. Enabled the sharing of information across work groups, collection and use of job history data, and improved productivity.

Evaluated business requirements, developed business cases, and presented projects to IT and Business leadership. Obtained approval for project funding.

Spent 20% of work week in field locations to gain firsthand experience of their daily operations and provide direct support. Enabled development of applications aligned with the business needs. Improved business and IT relationships.

Agere Systems, Allentown, PA

Application System Administrator 1998-2006

Provided application and infrastructure support for Oracle applications. Responsible for application performance, problem identification, and problem resolution. Developed and managed Unix scripts to monitor system activities.

Responsible for the configuration of the concurrent manager (job scheduler) and processes for running and updating jobs. . Provided 12-hour shift support at go-live. Project was successfully implemented giving the business the functionality needed for Finance, HR, and Manufacturing.

Reviewed patching requirements, developed patching schedules, and coordinated patching activities across teams in the US and India and across multiple days (started Friday evening and finished Sunday evening). Ensured software was kept up-to-date and the latest functionality was available.

Performed monitoring and analysis of system performance. Reduced payroll processing time from 4 hours to 1 hour ensuring payrolls were completed in the necessary timeframe.

Led enhancement project to move to a clustered environment. Coordinated DBA and Server Administrator activities, led the testing effort, created the implementation schedule, and led the implementation activities.

EDUCATION

MBA - Desales University

BA-Computer Science (Cum Laude) – Bloomsburg University

ADDITIONAL EXPERIENCE

Business Analyst - Advanta Credit Card Corporation

Application Developer - PPL Corporation

Adjunct Professor - Desales University

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