Executive Administrative & Office Operations Leader

Laura Wellman

Greater Detroit, MI 586-***-****

**********@*****.*** www/linkedin.com/in/lauraawellman

PROFESSIONAL SUMMARY

Global IT Operations expert with extensive experience across IT Service Operations, Identity & Access Management (IAM), Business Continuity, Data Analysis, and IT Vendor Management. Known for improving service performance, enhancing operational resilience, optimizing costs, and driving strategic initiatives that align technology capabilities with business objectives.

SKILLS

Strategic IT Leadership Global Identity & Access Management (IAM) SME Global IT Service Delivery Global Operational Excellence Business Continuity Global Vendor Management Data Analysis & Executive Reporting Global Customer Experience Global Process Improvement SLA & Incident Management Global Cross-Functional Collaboration Global Team Development Knowledge Transfer Global Technology Operations Workforce Development

EMPLOYMENT HISTORY

General Motors - Warren, MI

Core IT Vendor Manager May 2023 – May 2026

Achieved approximately $300k in annual cost savings by leading the decommissioning/conversion of legacy POTS lines; nominated for General Motors “2025 Big Win Project”.

Partnered with IT operations, procurement, finance, and cyber security to ensure vendors delivered on agreed service levels while aligning with business objectives.

Built and maintained strong relationships with vendors, resulting in quicker resolution times.

Facilitated timely quote returns, from vendors, to provide successful project completion.

Assisted with review of vendor proposals, cost tracking, and document preparation for contract renewal negotiations.

Negotiated, new, two-year contract renewal with vendor resulting in 4% annual cost savings per year.

Data Analyst, GOS Strategy & Planning June 2021 – May 2023

Influenced project outcomes through stakeholder engagement, collaborative leadership, and clear communication, building consensus across teams and leadership levels.

Recognized by executive leadership for professionalism, adaptability, and the ability to quickly assimilate complex business and technical concepts while supporting high-visibility customers.

Streamlined CX (Customer Experience) Dashboard governance, translated complex evolving discussion points into clear, actionable deliverables, improved team alignment and follow-through on key initiatives.

Presented CIO-Level monthly reports for Global Operations Services and IT executive leadership via Tableau reporting tables.

Analyzed operational metrics and delivered insights, improved service performance and business continuity to maintain core business metrics of 95%.

Produced scorecards for Global Incident Management, Backlog, First-Touch Resolution change success.

Partnered with leadership, developers, and process owners to resolve reporting and process issues; increasing “First-Time-Resolution” 10%.

Demonstrated exceptional organizational effectiveness and attention to detail, managed critical project activities, ensured accurate tracking, documentation, and completion of cross-functional action items.

Laura Wellman

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Technical Analyst Training & Documentation Specialist IAM Subject Matter Expert April 2017 – June 2021

Created training & development materials for various IT departments resulting in increased employee productivity and first-time resolution for end users by 25%.

Supported global Identity and Access Management operations through data analysis, identity lifecycle management, onboarding and offboarding processes, and incident resolution.

Developed and delivered cross-training programs for over 32 employees; strengthened global team capabilities, accelerated issue resolution and improved service delivery performance by 20%.

Increased First-Time Resolution 30% by designing and implementing a centralized Landing Page within the IT Knowledge Management database.

Streamlined access to procedures and improving execution efficiency 20%.

Partnered with IT Store Catalog Team for accuracy of software version levels, supported builds, and item descriptions; enhanced end user experience 20%.

Reviewed, revised, authored, and published over 200 Global IT Solution Knowledge articles.

Created and maintained technical runbooks, knowledge articles, and Process Documentation for Global IT Operations Center.

Investigated GM employee and non-employee ID profile issues by conducting SQL-based IAM data analysis and repair.

Supported employee onboarding and offboarding by ensuring proper creation/deactivation of IDs along with appropriate deployment and return of company assets.

Services Operations Subject Matter Expert (SME) January 2013 – April 2017

Liaison between L2 Services Operations, L3 GSAS IAM, and L4 Innovation Team to ensure processes and tools are up to date and have fully functional tools.

Data Analysis and correction on ID profile issues, corrected non-functional IDs improving various departmental production 30%.

Trusted partner to executive business and technology leaders.

Known for delivering executive-level insights, strengthening workforce capabilities, and creating customer-focused operations; returning measurable business value.

Technical Support III – IT Operations September 1995 – January 2013

(Contracted through HP)

Team Lead; trained new Operations employees on processes and procedures, increased productivity 15%.

Data Analysis and correction on ID profile issues, corrected non-functional IDs improving various departmental production 20%.

Led change inclusive of creating pertinent catalog items for ease of monitoring workload and performance.

Created support documents, training materials, and guided others with current training methods; increased productivity 20%.

Partnered with employee Onboarding Team in creating specific catalog bundles, increased new hire productivity by 50%.

Education

Macomb Community College

Associate of Applied Science (AAS) - Business

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