Problem, Solution Architect, Project, Business, Infrastructure Manager

Joanne DiMauro

Middletown, CT ***** • 860-***-**** • *******@***.***

COMMUNICATION ADMINISTRATION / IT INFRASTRUCTURE / PROFESSIONAL CONSULTANT

Extensive experience with a demonstrated record in Communications, Data, Project and Problem Management. Proven ability to thoroughly research, analyzes, design and implement the latest infrastructure and application technology. A unique combination of teaching, strategic customer planning, and technical skills contribute to outstanding performance as an administrator, motivator, and troubleshooter. Highly effective on independent projects as a leader or a team member resulting in delivering excellent solutions and cost savingesults.

EXPERIENCE

CIGNA 2009 –2019

Problem Analyst Manager

Manage the lifecycle of assigned Problems/ Incidents. Lead liaison between Cigna Internal Customers, Vendors, our International Internal Customers, and Cigna’s Problem Management services, which enables a highly effective workflow and resolution process.

• Single point of contact enabling visibility, communications, and awareness to issues impacting Internal and External Customers resulting in minimization of restoration time and business impact.

• Spearheaded Problem Management Process; collaborated Business Owners, Subject Matter Experts to ensure the proper design, execution, and improvement of the process was identified and maintained. I worked with the problem analysts to oversee the process was being carried out.

• Service Now / ITIL Problem Management Workflow Process documented and implemented via Problem Management Portal which would run trends, root cause analyses and service configuration reviews, document solutions, and workarounds, and keep stakeholders informed as issues are remediated. Proactively schedule changes from within any problem record and achieve a streamlined incident-problem-change lifecycle across IT.

• Established and maintain a positive inclusive working relationship with customers building a trusting and open communication liaison.

• Lowered the number of incidents by 45% within two years.

• Collaborated with team to identify and capture operational documentation and business functions providing clarity and process formation to our Problem management Portal.

• Spearheaded Cigna Gold Certification Process.

• Achieved Bronze and Silver Certification in December 2017.

Global Service Support Manager

Managed support services between Cigna Global Partners/ Vendors and Cigna Internal Customers.

•Provide a single point of contact enabling visibility, communications, and awareness to issues associated with technology management of supplier services.

•Spearheaded Global Service Support Team –First Team member to pilot and manage Cigna’s Global Support Platform. In the past two years team’s staff has grown to six fulltime employees.

•Single handily Identified and implemented activities to improve service quality and customer satisfaction.

Infrastructure Solution Architect

Delivered Architectural infrastructure topology solutions to global business and infrastructure initiatives. Coordinated projects from a technology architecture perspective, ensuring that infrastructure development activities are consistent with the direction set by accepted best practices and Cigna's Global Roadmap.

•Architected systems to meet functional and non-functional infrastructure requirements.

•Created and reviewed architecture design packages.

•Review and approve engineering design packages.

Project Manager –Network Integrator -Consultant

Consulted on integration and coordination of local and wide area networks. Crafted technical architecture solutions which Incorporated planning, designing, installation, and management of hardware, software and telecommunication systems.

•Spearheaded Great West Load Balancing Project.

•Assisted in Great West Desk Migration Project- Teleworkers Migrating from Great West to CIGNA.

•Deployed and managed the Quality Gate process with internal and external customers.

•Achieved Cigna Champion Award for spearheading fist Global CEO Video Conference Meeting.

Gerber Scientific, Inc 2006 – 2009

Director of Telecommunications and Network Strategy

Managed and delivered worldwide telecommunications/network strategy initiatives.

•Gained company support for new programs. Introduced worldwide solutions to the organization.

•Deployed and implemented new telecom budget- cost saving for FY08 500K.

•Positioned and executed new technology for Contact Centers worldwide customer satisfaction measurements up 40%.

Prescient Worldwide 2005 – 2006

Manager –Network Support Services

Deployed procurement and process for implementation of validation cost analysts’ platform.

•Developed long and short-range strategic plans, working with customers and vendors.

•Developed telecommunications and data equipment inventory tracking process.

•Project Manager for multi - customer projects / utilizing Microsoft Project and PMI Mythologies.

System Design Specialist

Conducted on site visits to identify and analyze customer specifications and requirements.

•Determined final software and equipment needs for system and software.

•Provided customer with project status, equipment configuration and recommendations for cost effective communication network.

EDUCATION

Bachelor of Science: Education - Eastern Connecticut University, Willimantic, Connecticut

CERTIFICATION- PROFESSIONAL TRAINING

Nortel –All Systems, Avaya- Call Centers, PMI, Disaster Recovery, Microsoft Windows, Fred Pryor Seminars, INMUG, Assertiveness Communications Skills, Evelyn Woods Reading Dynamics, ITLEL.

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