Technology support manager

Patricia A. Brady

Oak Lawn, IL ***** 708-***-**** *****-*****@*******.*** Patty Brady LinkedIn

Office/Employee Experience Manager

Managed network and operation support, encompassing facilities management, security and technology oversight, vendor coordination, and supply management to ensure a highly efficient work environment. Manage network infrastructure from concept to completion working with the required project teams to execute each step of the plan. Responsible for technology procurement, approval of vendor invoices, and collaboration with finance on budget and forecast planning for projects and standard operating expenses. Experienced in managing and leading teams, as well as collaborating with business stakeholders to achieve agreed-upon results. Known for being a highly organized and confident decision-maker and effective problem solver focused on positive outcomes and measured results. Advanced knowledge level in the use of MS Office and Google products, as well as Concur, Peoplesoft, Remedy, ServiceNow, and Workday. Possesses strong business background, as well as exceptional communication, leadership, and analytical skills, with emphasis on standardization and continuous improvement initiatives. Diverse experience includes service center support and real estate project management, including mergers and acquisitions and disaster recovery testing and planning.

Key Skills

Project Management IT Service Management Technical Support Operations

Leadership Customer Service Management Strategic Thinking Finance Management

Professional Experience

Marsh McLennan Companies, Chicago, IL 2006 - 2024

Manager - Onsite Technical Support

Provided guidance for solutions that addressed business and office requirements for multiple locations.

Managed Global Service Desk calls during Covid, assigning analysts nationwide to handle peak volumes and ensure prompt, appropriate customer service.

Coordinated facilities, physical security and technology support the office environment across multiple operating companies. Ensure policies and procedures pertaining to facility, security, and technology were developed and followed by all colleagues.

Worked with the internal support team to coordinate desk moves and office updates and ensured staff had the space and resources to conduct business effectively.

Participated in project management of construction, led office reorganization and decommissioned office locations as mergers occurred within the various operating companies.

Maintain regular contact with operating company leadership to ensure that facilities, security, and technology needs of the organization were met and participated in supporting firm-wide meetings, off-site conferences, and client visits as requested.

Served as 24/7 escalation point for appropriate office location(s) for emergency facilities, security and technology related issues.

Managed a team of nine analysts across multiple locations. Led and mentored staff, coordinated workloads, and established guidelines and set goal and performance expectations. Ensure team members took ownership and met timelines for completion of work. Manage team performance, as well as identify training and development opportunities.

Participated in technology integration of mergers and acquisitions into MMC organization.

Managed the development and training exercises for Emergency Response Teams, Crisis Management teams and Business Continuity teams.

Patricia A. Brady *****-*****@*******.*** Page 2

Additional Relevant Experience

Marsh USA, Inc., Chicago, IL

Vice President Local Technology Manager

Developed detailed project plans, led schedules and tasks, communicated deadlines, managed risk, and solved issues creatively to ensure projects were completed within scope, budget quality, and timeline.

Managed a facility that served as a data center that supported technology services for 50% of the colleagues in the United States. Worked with building engineers, and external vendors to ensure that there was no interruption to the business.

Built strong relationships, collaborated effectively, and demonstrated organizational skills with high initiative and self-motivation.

Served as the primary contact for internal and external stakeholders for all facilities, security, and technology-related issues.

Managed a team of twelve colleagues responsible for day-to-day facilities and technology support, event planning, and real estate projects for multiple locations. Ensured team members were achieving personal goals that aligned with departmental goals.

Sedgwick of Illinois, Chicago, IL

Assistant Vice President Information Technology Manager

Oversaw effective operation, maintenance, and use of technology within the office.

Coordinated timely and correct closing of each month-end and year-end of the accounting system.

Education

Bachelor of Business Administration (BBA)

Robert Morris University

Professional Development

Attends continuing education seminars regularly, participate in on-line learning, and read periodical reviews to enhance management and technical skills and gain understanding of current industry standards.

Volunteer Experience and Associations

As a Guest Services Ambassador at the hospital, I create a welcoming environment for patients and visitors.

Fundraiser and volunteer for a local foundation that supports families as their loved ones are treated for cancer.

Volunteer for various race events throughout the Chicagoland area, including the Chicago Marathon.

Condo Association Board Member - Volunteered to manage upkeep and maintenance of 12-unit condo complex.

Hold memberships to clubs that support veterans and promote Irish Heritage.

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