IT Manager
Resume:
LISA HENGTGEN
admyyj@r.postjobfree.com
www.linkedin.com/in/lisahengtgen
Professional Profile
Highly motivated IT professional with domestic and global experience at Fortune 500 companies. Strong passion for technology and customer service. Outstanding track record in managing IT teams of up to 25 people, driving customer satisfaction and process improvements. Extensive experience in developing and executing strategic IT plans aligned with corporate goals. Excellent problem-solving and critical thinking skills. Leader of successful implementation of IT infrastructure projects including upgrades to Microsoft (Windows, Office, Outlook, Exchange and Windows servers).
Areas of expertise:
- IT Operations - Hardware Software - IT Supplier Management
- IT Infrastructure - End User Support - Windows Office Products
- Virtualization - Help Desk Call Centers - Project Management
- Security and Controls - Remote Support - Cloud Technology
Professional Experience
IT Lead Manager, Blue Cross Blue Shield of Michigan, Detroit, MI (Temp) Nov 2020 – Dec 2020
Performed administrative and leadership duties by planning, directing and coordinating daily activities.
Contributed to the planning, creating and implementing an IT vision and strategy aligned with the company’s strategic business plan.
Assisted the IT Director in the development of corporate standards, technology architecture, technology evaluation, and transfer.
IT Manager, General Motors, Warren/Saginaw, MI Oct 2015 – Feb 2019
Led day to day operations supporting 2700 users. Managed three technical support and one network analyst. Monitored incidents and service requests (ITSM), identifying critical trends. Streamlined the process and assisted with timely resolution for urgent IT requests and incidents.
Provided weekly metrics/reports to upper Management and ensured the ticket service level agreements were met and the spare hardware inventory was under 2%.
Coordinated all hardware and software projects including the first rollout of new technology - virtual desktops (VDI) and updated browser - Internet Explorer (IE 11) to the entire Warren Call Center (800 users).
Successfully implemented an ID Management initiative to standardize login IDs at seven Call Centers.
Contributed as a mentor in the GM Women Mentoring program. Provided initiatives and drove diversity in the GM Women in IT program.
IT Manager, OnStar, Warren/Saginaw, MI May 2011 – Oct 2015
Managed day to day operations for 1500 users. Supervised four technical support and one network analyst. Ensured the IT Infrastructure was up and running 24x7. Engaged in Incident Management tasks, provided troubleshooting and onsite support to determine if an incident was Networking, PC, Telephony or Application, leading to less downtime for the users.
Supported the rollout of applications and tools at the Call Center with the new deployment tool System Center Configuration Manager (SCCM), resulting in less delivery failures.
Coordinated the successful migration to Office 2013, Windows 7 and Exchange 2013 at the Warren OnStar Call Center – 800 users.
LISA HENGTGEN
admyyj@r.postjobfree.com
Professional Experience (continued)
Provided cost savings of approximately $125,000 by Identifying equipment in the OnStar Computer room that was no longer being used and could be decommissioned.
Successfully coordinated the OnStar Warren Network Refresh project needed to support wireless, VoIP and virtualization technology. Assisted with troubleshooting issues with servers, workstations, and applications in order to bring the Call Center back online the following morning without any disruptions.
Supported all Production and Training deployments and releases, enabling seamless integration with minimal disruptions to service.
Researched and implemented a mobile security cloud solution (MaaS360) for all OnStar cell phones.
Professional Experience (continued)
Call Center Manager Raymond James Financial, Southfield, MI Oct 2009 – Apr 2011
Managed the day-to-day activities and production of the Technology Service Center, 14 agents (7000 users). Monitored the call tracking system to ensure timely resolution of calls. Implemented department policies and procedures, establishing consistencies across Call Centers. Maintained Business Continuity Plans as business requirements changed. Participated in the required Business Continuity testing and exercises.
Established and maintained effective working relationships at all levels of the organization.
Provided guidance to staff on customer service, project management, and inter-personal skills necessary to establish strong relationships with assigned business units.
Created new performance reports for management leading to more effective call analysis and trends.
Prepared and monitored the department budget.
Received the Embodiment of Service 1st Award for outstanding customer service.
Hardware/Software Testing Manager, Ford Motor Co, Dearborn, MI July 2007 - Jan 2009
Managed the Software/Hardware Testing team of six. Managed the test process and lab facilities for the infrastructure testing of software and hardware products, company-wide. Managed the release of infrastructure and application software to the clients.
Improved the test operation efficiencies - reduced the cycle time and defects by 30%.
Outsourced and trained the entire testing team in Chennai, India and continued to maintain the same service level agreement throughout the transition.
Windows Server Manager, Ford Motor Credit Co, Dearborn, MI June 2005 - July 2007
Managed the Windows Server Development team of six. Coordinated all Windows Server Projects company wide. Provided consulting for projects that required server and storage architecture design or modifications to existing systems.
Successfully led the Server Team with the migration of 150 servers from Windows 2000 to Windows 2003.
Saved more than $100,000 by consolidating servers and using VMware technology.
Additional Professional Experience
Program/Project Manager
Senior IT Auditor
IT Manager
Educations Certifications
Bachelor of Science, University of Michigan
Major: Information Systems Minor: Sociology
ITIL Foundation Certified
Six Sigma Green Belt Certified
Accredited Security and Control Application Inspector
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