Support Management
Resume:
Molly Lerma
******@***.***
Phoenix, Arizona 85006
QUALIFICATIONS
Accomplished Senior IT professional with 15+ years of experience managing support organizations from startups to enterprise level global service desk operations. Well versed in service delivery, vendor management, and IT project management with an eye towards incorporating automation such as AI to create cost effective customer-first business solutions. Managed in-house and out-sourced support centers, including vendor selection and migration of support models. Strong background in service desk strategy, planning, design, and automation. Broad business versatility with executive level communication skills, public speaking, cross group collaboration, strategic and data-driven thinking, Budget creation/adherence/forecast ting, and negotiating mutually beneficial outcomes. Respected as a proactive determined, versatile, results-oriented, low ego/high confidence team player with strong leadership, and problem-solving skills.
CORE COMPETENCIES
Value Creation through Service Delivery Vendor Management (on/offshore) People Management Workforce and Resource Management Procurement/RFP/SOW Cloud Migration Project Management Budget management Escalation handling Broad Communications Content Moderation Requirements Gathering Employee Experience Customer Relationship Management Executive Presentations Cross Team Collaboration Agile methodologies ITIL Certification
APPLICATIONS
Okta Admin, Greenhouse, Workday, Jira Service Desk, Jira Project, ServiceNow, Confluence, Google Admin, MacOS, WindowsOS, TextExpander, Concur, Coupa, MSWord, MSExcel, MS Outlook, O365, Google Sheets/Docs/Mail, Gsuite Admin, VMware’s AirWatch, Lucid Chart, Sigma, TriTech, WatchGuard, Sigma, PowerBI, Genesys
WORK HISTORY
DriveTime
Assistant Director, Enterprise Service Desk
July 2024 – Present
As Assistant Director of the Enterprise Service Desk, I manage and support the Enterprise Service Desk team, consisting of Team Managers and support staff, L1 – L3. My role involves overseeing incident and problem management processes, building systems for coaching and developing staff, and ensuring the smooth operation of technical support across the DriveTime family of companies. My focus is on maturing and expanding the organization’s capabilities as the team undergoes a transformation from Help Desk to Enterprise Service Desk, Center of Excellence. I drive the development of scalable support models and tools that anticipate the future needs of the organization. I collaborate with IT business groups to build strong partnerships, develop key performance metrics, and enhance service management policies and standards. Through the creation and implementation of policies, standard operating procedures, and structured frameworks, I optimize service operations while driving continuous improvement. Leveraging IT Service Management (ITSM) best practices—such as ITIL—I ensure operational efficiency and the delivery of exceptional customer service
EarlyWarning – Zelle
Senior IT Manager, Production Assurance and Resiliency Zelle
January 2023 – July 2024
Manage Agile Release Train – Production Reliability Engineering (ARTPRE) service delivery team for business-critical systems and applications to minimize vulnerabilities and ensure best in class service. Responsible for team management of proper platform/system support, monitoring, and reporting as well as collaborating with key internal business partners to ensure successful management of releases and enhancements. Responsible for team guidance and management of assigned production platforms systems ensuring maintenance is performed and standards of performance and reliability are achieved. Focus on efficient resource management and operational business controls that are audit compliant. Responsible for team growth and enhancement of team members’ skill sets. ACCOMPLISHMENTS: Restructured monthly failover event to design checklist to include engineering tasks and customer completion points. Eliminated recurring vulnerability backlog through redistributed work stream and education/ramp of lower tiered delivery engineers.
DoorDash
Global IT Service Desk Manager
August 2019 – August 2022
Managed team responsible for designing and driving the support structure for a rapidly growing business. Built reporting and metrics strategy to establish SLAs and KPIs. To ensure value and build toward automation, developed and implemented new process and revised/eliminated existing process. Created SOPs, scaled support for initial workforce of 900pp to over 15,000pp. Managed the conversion of the business to enable 100% remote operations including onboarding/offboarding, and asset distribution/recovery. Managed a team of tiered support specialists from Analyst to Senior Technicians and Supervisors – all responsible for handing Service Requests and Incidents for internal employees across the globe. Created IT leveling guide for clearly defined career pathing. Implemented additional phone and chat offerings to increase footprint and availability for a diverse customer set. Handled Executive escalations. Budget forecasting/reconciliation, workforce management, recruiting/hiring, software acquisitions, and PO creations. ACCOMPLISHMENTS: Retooled incident intake form to automate issue classification, SLA alerts, Solutions Knowledge Base (Confluence), and actionable reporting. Created a streamlined schedule mapping to 24x7 global arrival patterns and increasing coverage while implementing 4x10 schedule.
Konica Minolta Business Solutions (6mo Contract)
Manager, Global Service Desk - Managed Accounts
October 2018 – March 2019
Responsible for leadership and management of the Managed Services team. Managed hands-on, customer-facing activities - promoting the growth of the end client’s services in the market while staying on top of departmental operations, personnel, equipment, operating budget, and site facilities liaison.
Microsoft
Learning Specialist – Technical Sales
March 2018 – October 2018
Utilizing my passion for technology I supported the growth of store team members by teaching them about our product line-up, sales strategies, customer service skills, and resources that would prepare them to offer a world-class customer experience. I reported directly to the Store Manager and served as the ultimate subject matter expert when it came to role, product, demo, and sales training for all team members in the store. I also partnered with the HQ Readiness Team to help drive company and retail store priorities to ensure strategic objectives are met within the store.
Anchorage Police Department
IT Manager
November 2012 – February 2018
Responsibilities included the management of the IT department and staff and management of all technical projects for the Anchorage Police Department. Managed physical, financial, and staffing resources while considering budgeting and cost implications. Oversaw funding and procurement for all technology related resources and projects and acted as IT consultant on strategic APD policies and acquisitions.
Microsoft (through Society Consulting)
Vendor Technical Lead - Online Safety and Abuse
September 2010 – October2012
Responsibilities involved managing outsourced business, process creation/documentation, SOW preparation, site launch and ramp down, training creation and review, and cost forecast and analysis. Managed overseas vendors that were responsible for ensuring Microsoft properties remain free from illegal content and terms of use violations. Worked cross functionally with Tools team to refine reporting and agent experience flows, resolve tool outages/bugs, develop next gen updates, and communicate requirements. Handled vendor migration from existing to new vendor – participated in process doc gathering, training updates, and SOW creation. Worked with Microsoft Digital Crimes, Global Criminal Compliance, Legal/Community Affairs, and Law Enforcement (both international and local) to provide case details and resolve escalations
Microsoft
Service Delivery Manager
April 2008 to July 2010
Responsibilities included: End to end management of support for several MS Learning programs (MCP, MCT, SAV, CPLS). Creation of annual budget and quarterly reforecasts for both contact volume and financial performance. Overseas travel to vendor sites to perform trainings and evaluations. Drive SOW creation updates for onboarding all new business initiatives. Creation and delivery of monthly/quarterly business reviews presenting health of the programs to key stakeholders. Management of vendors to ensure efficiency and developed process and customer service improvement. Facilitating cross group collaboration between various teams to obtain and share best practices. Representing group in various business change initiatives.
EDUCATION/CERTIFICATION
• FLETC – Law Enforcement Leadership Through Understanding Human Behavior
• COPC Vendor Management and Outsourcing – Certification
• ITIL V.3 Foundation - Certification
• Microsoft Windows MCP – 70-270 Installing, configuring, and administering Windows XP
• University of Phoenix – 2000-2001
• Microsoft Excel MOUS Certification
• Microsoft Networking Essentials Certification – 70-058
• Mesa Community College 1990 - 1992
AWARDS AND ACHIEVEMENTS
• Vice Chair of Anchorage political organization
• Communication/Social Media Specialist for Anchorage political organization
• Appointed by Clinton campaign to serve on Nat’l Rules Committee in Philadelphia for 2016 National Convention
• Member of Alaska delegation to national political Caucus – Philadelphia, PA
• Delegate elect to Alaska State Dem Caucus
• Delegate elect for the 2008 Washington State presidential caucus
• One of 20 Microsoft PAC members selected to attend a special ‘backstage tour’ of the US Capitol including meeting with several members of congress
• Site Lead for the Microsoft Political Action committee
REFERENCES
Available upon request
Contact this candidate