Lisa M. Irwin

Gilbert, AZ *****

602-***-****

adwchf@r.postjobfree.com

https://www.linkedin.com/in/lisa-irwin-a58467b/

https://bcert.me/swmpfkuiu

About: I have over 20 years of experience working with global Fortune 500 clients in a Business Process Outsourcing company. I have worked for over 10 years in the IT industry as a liaison between the IT teams and the clients managing their proprietary systems and implementing process improvements. Vast experience implementing application, network and product development as well as unparallel change management expertise. Substantial experience identifying IT and business process gaps, coupled with administering process reform with ample focus on cost reduction, risk mitigation and best practice methodologies. Broad experience with product design, data management, testing and automation. Passion for delivering superior and quality client relationships with the art of translating complex technical concepts to a non-technical audience.

Experience: Conduent, Tempe, AZ

Client IT Manager

May2018- February 2023

Served as a customer liaison to oversee IT change management, modernization initiatives, new client onboarding, product development and change requests for six enterprise client accounts using multiple proprietary systems.

Served as an internal liaison between business and our IT team. (Development, QA, Production Support, Server, and Network Teams)

Ensure there is regular communication with clients when technical issues are escalated.

Ensure client technologies are monitored properly and provide guidance on resolutions when troubleshooting is necessary.

Worked with internal teams to identify and recommend system enhancements and process improvements where needed.

Oversaw project timelines for assigned clients, acted as a subject matter expert.

Was responsible for facilitating and managing estimates and budgets for assigned client projects.

Worked with PMO on multi-faceted project plan design and SDLC implementations phase initiatives.

Lead cross-functional collaboration with business teams to identifying cost savings opportunities.

Oversaw incident management for all Severity 1 and 2 issues and led priority bridge calls with our Major Incident Team (24/7).

Followed up on all escalations to ensure the quickest resolution possible with minimal interruption and impact to the client’s business operations.

Oversaw change deployments via Change Advisory Board (CAB)

Ensured that all changes were tested in the lower environments QA and UAT and all testing was documented and stored in a central location.

Participated in audits of the change management process for SOC Audits.

Reviewed changes with the business owners to obtain final approval for the change and its deployment. Work with teams to assign resources to promote the change during the desired change window.

Log change ticket in Service Now and attach documentation and request final approvals.

Participate in the CAB Meeting and represent the change to the board for final approval.

Monitored account tickets via ITIL ServiceNow

Benchmark account performance metrics were gathered and submitted monthly.

Corroborated with team members when faced with challenges.

Participated in training and orientation updates as needed.

Provided weekly status reports and/or additional tasks as requested by Manager.

Conduent, Tempe, AZ

Process Improvement Analyst/ Business Analyst

October 2007 – May 2018

Supported 12 separate clients using 3 separate generations of our Proprietary Imaging system (ODM).

Did configuration changes in our Dev sites and scheduled rolls to our UAT and Production sites for all changes made to the system after testing has been completed in each environment by the business unit following our SDLC Process.

Was the liaison between the client and the developers and IT staff on projects and day to day business.

Did troubleshooting and participated on conference calls for incidents and issues.

Worked extensively with our Helpdesk to problem solve issues and incidents.

Assisted in writing up Root Cause Analysis Documents for Sev 1 incidents and outages.

Worked with the business team on creating process improvements, server upgrades and changes to the workflow tool for a more efficient process flow.

Created Business Requirements Documents with input from the business units on the changes that they are requesting for simple and complex development items.

Worked closely with the development staff to design the solutions, re-engineer processes, and create new instances of the system.

Obtained the Level of Effort for the project from the Development staff and create a formal estimate and then work with the Business Unit to obtain financial approval.

Worked with the Development team to prioritize the Development Tickets in order of importance and urgency.

Created Implementation timelines for the projects and work with the Developers and the Business to ensure that those timelines are met.

Scheduled the review of the requirements and testing reviews thru the F & A PMO Review Board following the PMO Process

When the UAT has been completed I obtained the final approvals for the change and went to the F & A Change Authorization Board for approval to move the change to production.

Conduent, Tempe, AZ

Payroll Project Manager

April 2005 – October 2007

Worked and managed payroll projects as dictated by Xerox and GM

Managed the Year End Project Plan for Year End Processing

Worked on process improvements for the Payroll Groups

Tested changes in the BETA and UAT sites of our imaging system to ensure that they are working correctly prior to sending to the Production Systems.

Conduent, Tempe, AZ

Payroll Manager

March 2003 – April 2005

Managed three payroll workgroups, 6 direct reports and 28 indirect reports.

Migrated, 3 payroll workgroups offshore during 2 separate payroll migrations in a 2 year period of time.

Set up our Imaging system for these workgroups during both of the migrations

Traveled extensively during the Migration process to our new site.

Conduent, Tempe, AZ

Payroll Analyst

January 2001 -- March 2003

Processed semi-monthly multi-state payroll for over 10,000 employees.

Corrected employees W-2’s after year end processing.

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Paychex, Inc. Phoenix, AZ

October 1996 – January 2001

Electronic Network Services Specialist

Process new client setup information and code the payroll system accordingly for our various electronic services

Verify EFTPS mandate and enrollment status for all clients on our tax service.

Review various output reports in a timely manner to ensure that the clients tax deposits were made timely.

Verify all tax returns sent to our Corporate Tax Department during quarter-end and year-end.

Volunteer Work:

Valley of the Sun Dog Rescue,

October 2015 -present

Prepare adoption contracts and paperwork at weekly rescue adoption events.

Talk to potential adopters and assist with the screening of applicants.

Help adopters fill out the adoption paperwork and complete the adoption process.

Organize fundraising events.

Education: Bachelor of Science, Marketing

University of New Haven, New Haven, CT

Associate in science, Business Administration

University of New Haven, New Haven, CT

Certifications: Certified Scrum Master https://bcert.me/swmpfkuiu

Skills Working knowledge of Microsoft Office products, SharePoint, Service Now, Azure Dev Ops, TFS, Mural, Scrum, Agile

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