IT Service Delivery and User Experience Management

Victoria Satory

702-***-**** / **************@*****.***

Summary

Strategic IT change leader. Expertise in process optimization, project management, UX, and ITIL best practices. Collaborates, influences, and builds relationships with customers, stakeholders, and partners. Drives continuous improvement and delivers financial results that align with business goals. Effective communicator. Excels in a fast-paced environment.

Experience

Global IT Infrastructure and End User Compute Service Delivery Manager, Rotork 05/2024 – 08/2024

Oversaw IT business / exec support, MIs, asset lifecycle, projects, vendors, contracts, UX, budget / 12 staff, 5 countries

Established an IT roadmap and continuous improvement plan resulting in $400k savings

Championed a multi-vendor global recycling and e-waste program to meet Rotork financial and environmental goals

Created staff learning paths (Azure, D365, O365, ServiceNow, Teams, servers, VM, etc.) to speed ticket closure

Collaborated with Governance, Cybersecurity, and Network on IT disaster recovery plans and business continuity plans

Automated ServiceNow processes for contracts, MIs, escalations, vulnerabilities, articles, change mgmt., daily checks

Established new vendor partnerships (print, mobility, recycling, MSP) to reduce cost and improve service

Approved comms, knowledge, L3 escalations, and transition plans (e.g., AvePoint, PC vulnerabilities, MS licenses)

Americas IT Service Delivery Manager, Rotork 05/2023 – 05/2024

Oversaw global IT business / exec support, asset lifecycle, projects, vendors, contracts, UX, budget / 5 US staff

Established KPIs and workflows for outages, MIs, phones, service transition, comms, knowledge, PC evals, escalations

Doubled Americas service desk ticket completion to lead all regions and improve the end user experience

Established global IT communications and knowledge templates and approval processes

Restructured and secured employee and agent knowledgebases, added version control, and overhauled all content

Delivered quarterly IT updates at the Americas Leadership Team all-employee townhall events

Managed the Hanbay acquisition / decommission (IT svcs., assets, security, network, AC, electric, stakeholders, etc.)

Appointed to the Project Intake Board and Change Advisory Board (CAB), 110% bonus, raise, promotion

Site IT Operations Manager – Americas / Australia / New Zealand, DXC Technology, 03/2021 – 03/2023

Oversaw onsite IT support, exec support, network dispatch, project resourcing, UX, 60+ staff in 11 countries, 24x7x365

Managed PC distribution (21 sites), break / fix, e-waste, and recycling across the Americas, Australia, and New Zealand

Developed, documented, and deployed UPtime, a new go-to-market ITAM SAAS app with AI portal / CMDB interface

Automated SIO, exec support, network, data center, recycling, and change mgmt. ServiceNow ticketing and comms

Managed project and network dispatch resources (vendor price negotiation, onboarding, onsite security access)

Implemented a new 24/7/365 time and materials support model at an $800k savings, no DXC employee terminations

Reduced Canada and Mexico shipping costs 60% through FedEx renegotiation and elimination of third-party shipping

Slashed annual ops $2M (new support model, secure logistics, depot redesign, streamlined network dispatch)

Global Mobile Subscriptions and Devices Manager, DXC Technology, 03/2020 – 02/2021

Managed 40k worldwide voice / data mobility subscriptions and assets, 55 vendors in 45 countries, 24x7x365 coverage

Analyzed data to identify trends, inefficiencies, and process issues; developed mitigation strategies and solutions

Overhauled the agent and employee articles, achieving the highest user favorability rating in the company

Identified several tricky system bugs and faulty business processes causing years of subscription cancellations

Improved the ticket closure rate through daily oversight and coaching of L3 mobility staff

Changed the UI application design and wording to reduce confusion and improve usability

Collaborated with vendors to streamline processes, speed priority requests, and improve reporting

Slashed escalations 72%, promoted

Global IT Content and Communication Lead, HPE / DXC Technology, 01/2016 – 03/2020

Oversaw global UX / UI for DXC, HP, HPE, MFI (knowledge, communications, feedback, UAT, SEO)

Developed communication plans for pilots, applications, system upgrades, and other IT initiatives

Monitored team output, IT support statistics, and user feedback to identify gaps and ensure SLA compliance

Presented metrics and improvement plans to executive leadership and service teams during scheduled service reviews

Oversaw 100k comm distribution, translations, and signage for onsite PC support changes during CSC / HPE merger

Migrated Salesforce, Dynamics, SMAX, and ServiceNow knowledgebase and reports for DXC, HP, HPE, MFI

Created a subscription renewal communication process and website with the Software Team

Achieved SLA-compliant 70% HP positive feedback rating (highest in company history), promoted

Multimedia and Technology Trainer, Lone Star College System, 03/2015 – 08/2015

Developed, marketed, and delivered IT training programs to faculty and staff at nine Lone Star College locations

Reduced employee downtime through resolution of service desk application questions

Presented training metrics, materials, and ROI to senior management

Digital Marketing Consultant, Contract, 01/2002 – 02/2015

Delivered strategic CX strategy for clients (websites, multimedia marketing materials, training, technical documents)

Conducted a chemical engineering knowledge retention project for Chevron Phillips Chemical

Managed customer success for Regent, Family Karate, MD Yards, Bugs A Go Go, Center Court, SRO, Ivy Construction

Web Administrator, City of Bryan, 10/2000 – 01/2002

Collaborated with consultants and City management to create the internet / intranet sites, standards, policies, procedures

Presented to Bryan City Council, the mayor, the executive management team, and service teams

Chaired COB Web Committee; member of Brazos County Web Committee, COB Health Committee, Walk Across Texas

Education and Affiliations

BA in Communication, Minor in Management, Texas A&M University

Executive Board of Directors - Treasurer, Magnolia Basketball Association

Skills

ITSM, ITIL Framework

Vendor Management

Graphics / Video

Contract Negotiation

Customer Service, UX / CX

Continuous Improvement

Technical Writing / Workflows

Waterfall / Agile Project Mgmt.

Risk Mitigation

Process Improvement

Change Management

Strategic Communication

Budgeting

Strategic Planning

Root Cause Analysis

Analytics and Reporting

Training

Leading a Culture of Execution

MIT: New Leader Transitions

MIT: Emotionally Intelligent Leader

Perseverance: Flexibility in Action

Emotional Intelligence Activity Kit

Leading and Managing Virtually

Coaching Your Virtual Team

Communicating Proactively

ChatGPT Tutorial for Beginners

Basics of Computer Networking

The Ultimate SEO Blueprint

Managing Challenging Conversations

Aligning Unit Goals and Imperatives

Working with Emotional Intelligence

Build a Win-Win Relationship with Your Mgr.

Develop a Personal Accountability Framework

Forge Ahead with Perseverance and Resilience

From Techie to Boss Transitioning to Leadership

US Equal Opportunity Emp. Laws and Inclusivity

Instructional Designer, Developer, and Generalist

Moving from Bias to Inclusion in a DEI Journey

Planning an Effective Performance Appraisal

Challenges: Difficult Behavior / Diverse Teams

Dell TechDirect Self-Dispatch Certification

Becoming an Emotionally Intelligent Mgr.

Facing Challenges as a First Time Mgr.

The Complete Guide to UI / UX Wireframing

ServiceNow Knowledge Conference 2024

Sharing Clear Expectations

Adobe Photoshop

Agile Project Management

New Manager’s Toolkit

Leading By Developing People

Emotional Intelligence

Leader Transitions

Power BI

Becoming a Frontline Mgr.

Handling Conflict

Master Agile Coaching

Building Trust Virtually

First Steps in Negotiating

References

Rossy Sanchez, Direct Manager: ****-*****.*******@***.*** / 52-333-***-**** (Mexico)

Thank you for all what you brought to the table when accepting this role! You are amazing and continue to positively surprise me. You are a true change ambassador; you truly accept any challenge, get the facts, assess options and finalize with a couple of proposals to take that to the next level. SIO and Depot services couldn't have made the progress we achieved without you. It is always refreshing to see people open for feedback and you are always ready to keep improving yourself which will always allow you to keep growing and moving. Great work and thank you for all what you have achieved!

Robert Saucedo, Direct Report: ******.*******@***.*** (US)

When you took over the depots and SIO, you right away saw some of the biggest flaws we were dealing with, lack of procedures and no unification amongst the depots. The procedures you put in place brought a proper view to depot operations, we were able to create improvements in our operations which saved us money and improved working conditions, overhauling our shipping systems for better clarity on what is being spent and an easier billing setup. You are very caring for your subordinates, and you were always consistent with your 1 on 1 and bi-monthly team meetings. You have always given me support and guidance and even checked in often to make sure I was not getting overworked and checking my mental state. You asked me for ideas that could improve the process with the evaluation of PCs and better ways to handle receiving and you adapted some of those ideas into the processes that we have now. You have always had a positive attitude, even when it got stressful. The atmosphere you created made it a pleasure to work for you.

Eton Wong, Direct Report: ****.***.****@***.*** (New Zealand)

I have enjoyed our various talks and the support you have given me as my manager. You have helped improve our workflow processes and supported me when I needed assistance. You have also provided encouragement and motivation when it came to solving problems, creation of goals for both work and life and in achieving them. It has been a pleasure to have you as my manager.

Hector Colon, Colleague: 201-***-**** (US)

Vicky is open to new ideas and figuring out how to make things work together; not satisfied with doing things "the way we have always done them." She is a respected leader and has a staff that truly represents her example of true collaboration. Vicky is a problem solver that can easily take on anything that comes across her desk. She is as focused on the process as she is the outcome, and I am lucky to get to work together with her on tasks; makes things much easier.

Denish Ebinth Doss, Colleague: ***********@***.*** (India)

I would like to thank Vicky for all the support provided by her and her team for DXC IT Network team. With multiple network teams supporting DXC IT network, it has been a challenge always to follow a common process for power outages in sites. Vicky took the initiative to bring together representatives from all the teams including change management and came up with a detailed process document that’s common for all. I thank Vicky for driving this initiative and simplifying the process. Thanks for your great support, Vicky.

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