Technology Solutions Service Delivery

Laurie Toscano

*************@*****.*** 516-***-**** linkedin.com/in/laurie-toscano

WORK EXPERIENCE

L.T. Technology Consulting Services New York, N.Y. Manager, Digital Transformation Projects Jun 2018 - Present Established strong relationships with key business stakeholders, conducting monthly meetings to understand their evolving needs and identify opportunities for improvement, leading to a 10% decrease in IT service delivery time. Identified key technology solutions to improve operational efficiency and market competitiveness, leading to a 15% reduction in overall operational costs. Cloud infrastructure and technologies Organized cross-functional workshops to educate both IT and business teams on the benefits of technology solutions, resulting in a 30% increase in collaboration on innovative projects. Business IT architecture The Estée Lauder Companies Inc. NYSE:EL New York, N.Y. Executive Director, Global Technology Services Nov 2012 - Jun 2018 Established and nurtured partnerships with key business stakeholders, aligning product offerings to industry trends and strategies, resulting in a 15% increase in customer satisfaction ratings. Led a team of ~50 IT professionals to successfully migrate the organization's infrastructure to the cloud, resulting in cost savings of over $2 million annually.

Exceeded quarterly measurement of IT as a value stream against SLAs, KPIs, and end-user delight by 35% through infrastructure standardization. Tech, Enterprise Architecture and Data Governance IT Support Specialist /IT Manager /Global Director Jan 2001 - Nov 2012 Collaborated with cross-functional teams to identify and address gaps in the existing governance framework, resulting in a 40% decrease in service disruptions and improved overall user satisfaction. Implemented ITIL framework that streamlined the support process, leading to a 50% reduction in average resolution time for end-user service requests.

Developed and executed a comprehensive training program for all end-users, resulting in a 75% decrease in support tickets related to basic software issues.

EDUCATION

Brandeis University Waltham, Mass.

Masters of Science Degree, Information Technology Management Wharton School, University of Pennsylvania Philadelphia, PA Executive Leadership & Management, IT Strategic Business Accelerator SKILLS & INTERESTS

Skills :

AWS, Azure, Google Cloud Platform (GCP), Cloud migration strategies, VMware, ITIL frameworks, ServiceNow, Jira Service Management, Microsoft 365, Google Workspace, Unified Communications (Cisco, Zoom, Microsoft Teams), Security Information and Event Management (SIEM), Compliance frameworks (NIST) Interests : Creativity, Innovation, Art, Science, Musician, Composer, Golf

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