Manager Customer Service
Resume:
Karen C Morrison
Fogelsville, PA 18051
aczj08@r.postjobfree.com
Dear HR Manager:
This letter is to express my interest in your posting for an IT Applications Manager at Moravian College.
My extensive experience working with users to understand their information needs, develop a viable & supportable solution and deliver in a timely manner will be an asset to your organization. I have supported end users, managers and executive leadership in their application needs by developing applications and documentation, training end users and trouble-shooting issues.
Throughout my career, I have utilized a customer service approach to each position that I have held to ensure each project is delivered by managing expectations, resolving issues before they become major problems and communicating effectively. I hope to show your organization my passion and dedication.
I’ve attached a copy of my resume that details my experience. I can be reached anytime via my cell phone, 484-***-**** or via email at aczj08@r.postjobfree.com. I look forward to speaking with you about this employment opportunity. Thank you for your time.
Best Regards,
Karen C Morrison
KAREN C. MORRISON
Fogelsville, PA 18051
aczj08@r.postjobfree.com 484-***-**** https://www.linkedin.com/in/karencmorrison HIGHLY ACCOMPLISHED IT MANAGER
FOCUSED ON DATA ANALYSIS AND PROCESS IMPROVEMENT
Business Process Improvement Business Intelligence Strategy Application Archiving Design Solutions oriented and highly skilled manager who has worked with students, individual contributors and all levels of management. Able to leverage strong interpersonal skills, diplomatically facilitating discussions and negotiations with stakeholders. Student Intern Manager. College Graduate hiring coordinator. Additional Areas of Expertise include:
Process Analysis & Redesign Strategic Planning Forecasting Liaison / Mentoring of New Talent Competency Models PROFESSIONAL EXPERIENCE
AIR PRODUCTS & CHEMICAL, INC., Trexlertown, PA
Strategy & Organizational Planning Manager 2012 – 2015 Supported global Information Technology‘s (IT) strategic planning, including organizational planning and advancement, rotational assignments, career development program, internships, employee engagement, goals development, cascade, and measurement. Managed space planning for IT Trexlertown site and special projects spanning IT sub-functions. Worked closely with IT executive leadership team to foster alignment on planning initiatives and 6-quarter financial forecasting.
IT People Roadmap – Replaced 20-year old career / competency model for IT. Facilitated with managers, identifying 20+ job families and skill sets for each job family and creating SharePoint site, which included competency ratings, skills assessment tool, learning map, and job descriptions.
IT Office Move Project Manager – Led project of 400+-person move into IT-only space. Oversaw redesign of 5 floors of office / project room space for US IT teams. Piloted 25-person hoteling space. IT Process Lead Analyst 2007 – 2012
IT information steward for all published library documentation. Worked with process owners to document each process and sub-processes, identify metrics, and coordinate monthly scorecard reporting.
Global Process Published Library – Revamped IT process library navigation site and eliminated over 100 web pages by effectively using SharePoint views and saving substantial time with each update.
IT Process Scorecard – Revamped and streamlined Global IT Process Scorecard
ITIL v3 Certification Training – coordinated the ITIL v3 training of IT global employees which resulted in 45 people completing certification.
Application Retirement Program Archiving Lead 2003 – 2007 Program lead for archiving of all applications retiring due to ERP implementation. Performed archiving for MA&D activities and SAP financials.
MainFrame Tape Library – Managed review of over 30K mainframe tapes, created decision matrix on what to retain and developed process on how to retrieve required data after mainframe removed from premises.
KAREN C. MORRISON aczj08@r.postjobfree.com PAGE TWO
AIR PRODUCTS & CHEMICAL, INC. (Continued)
Sales Tax Audit Files – Initiated new process for Sales Tax Audit reports that resulted in over $500K in avoided costs.
600 Retired Applications – created Company’s 1st global process for retiring application archiving. Completed required archiving for 600 applications within 1 year of application replacement date. Decision Support Systems / Business Reporting Lead 1995 – 2003 Business analyst and report generator for business reporting / multi-dimensional modeling in gases and chemical groups, requirements analyst, decision support systems team release manager, and supervisor for 4
– 6 reporting analysts.
Activity-Based Costing Application – Developed requirements and built reports for Cost-to-Serve application, down to individual customer location with roll-ups to organization.
Price Increase Application – Designed and developed price increase application with individual user reports, supervisor roll-ups, and organizational reporting.
End User Reporting and Training (Impromptu, PowerPlay, Crystal Reports, Microsoft Access, SQL) – Trained users on various software applications.
MERIDIAN BANCORP, Reading, PA 1984-1995
Assistant Vice President, Finance Department / Executive Information Systems – Decision Support and Reporting Manager
Banking Officer, Customer Information Services – manager of 85 person team (call center & customer relations)
EDUCATION
Bachelor of Business Administration (BBA), Marketing, Drexel University, Philadelphia, PA Masters Level coursework, Business, Drexel University, Philadelphia, PA CREDENTIALS / PROFESSIONAL DEVELOPMENT
ITIL v3 Certification
Managing IT Projects (LBMS)
Qlikview Developer / Designer
Continuous Improvement Yellow Belt
TECHNICAL SKILLS
SharePoint, Advanced Excel Skills, Crystal Reporting, SQL, MS Access, MS Office, SurveyMonkey Karen C Morrison
Professional References
Joe Surdoval (Former IT Planning Director)
I reported directly to Joe on the Air Products & Chemicals IT Planning team. He can attest to my management style, analytical abilities and knowledge of the Information Technology role in the corporation.
Robin Yoder (Central Sales)
Air Products and Chemicals, Inc.
Robin has known me for 20 years. We worked together on the Decision Support systems team, providing reports and applications for end users. We also developed and delivered training for users. Robin can attest to my project management and delivery capabilities. Heidi Collins (Knowledge Management & Decision Support Systems Manager) Texas Womens College
Heidi was my manager on the Decision Support Systems team. As a member of Heidi’s management team, I supervised 4-6 reporting analysts. Heidi can attest to my analytical skills and my ability to keep projects and people calm and on schedule.
Contact this candidate