Manager Project

M. Paula Cunningham

IT MANAGEMENT

_______________________________________ PROFESSIONAL PROFILE ________________________________________

Highly competent and accomplished Information Technology professional with extensive background in Management, Technical Services, as well as capability in bridging the gap between technical and non-technical personnel. Possess comprehensive experience in the implementation of Employee Relationship Management and Partner Management. Proven expertise in directing successful IT departments and technical support programs; consistent history of reducing costs, improving efficiency, and increasing productivity. Proficient in planning and supervising technology implementations and upgrades; able to work with end users to determine requirements. Well-developed communication skills and ability to work well independently and as part of a team; skilled at developing effective client relations, providing superior client service and satisfaction with direct interface with CEO, CFO and other board members. Open to travel and relocation.

_______________________________________ CORE COMPETENCIES ________________________________________

▪ Knowledge of structured Service Delivery through ITIL methodology ▪ Strong networking and influencing skills

▪ Verified experience in outsourcing and off-shoring ▪ Analytical thinker and keen problem solver

▪ Skilled in technical development, business analysis, system or applications administration ▪ Exceptional project designing abilities

▪ Lead regular service review meetings with business unit executives ▪ Oversee delivery of IT projects and services

▪ Hands-on and performance-driven manager

________________________________________ AWARDS ________________________________________

Recipient of Service Excellence Award

- for outstanding performance and for providing exceptional customer service

________________________________________ CAREER PATH ________________________________________

UNILEVER July1995 – Dec 2009

________________________________________

SERVICE OWNER MANAGER / SERVICE DELIVERY MANAGER, CLIENT SERVICES IT AMERICAS Apr 2008-Dec 2009

UNILEVER –ENGLEWOOD CLIFFS, NJ

Role: Provide primary leadership to a team of 6 full-time employees and ensure “end-to-end” contribution of all IT services in client services of a global consumer package goods company valued at €40.5 billion

 Serve as primary point of contact between client services and business partners for complex demands on conflicts and guarantee that Service Level Agreements (SLAs) are delivered 95% of the time

 Develop strategies to improve service delivery and overall efficiency, revamp provided services

 Function as Major Incident Manager and define task execution

 Facilitate reporting of client services / technologies teams performance and action plans to secure performance gaps to Business Relationship Managers

MANAGER, DESKTOP SUPPORT May 2003-Apr 2008

UNILEVER – IT AMERICAS

Role: Direct 25 full-time employees and 36 contractors; oversaw all functional areas of operations as well as delivery of the North America Deskside Services programs including staffing, combined supplier and Unilever resources

 Worked collaboratively with team members and vendors, administered $9 million budget, and played a key role in achieving Service Level Agreements (SLA) 92% of the time

 Led efforts to ensure utmost customer satisfaction, 95% of the time team productivity, as monitored progress with the suppliers against contractual binders

 Determined and satisfied client requirements in direct support of business unit strategies in collaboration with the executives and other staffs

 Functioned as the primary point of contact for growth with regards to operational activities within all sites in North America

MANAGER, SERVICE DESK REQUEST IMPLEMENTATION Oct 2002-May 2003

UNILEVER NORTH AMERICA – TRUMBULL, CT

Role: Provide supervision with 9 request analysts, 2 project analysts, and 8 technical analyst of North American Service Center

 Monitored performance of the service unit by managing service accomplishments in delivering the service and identified the progress

 Oversaw maintenance by directing vendor performance link with suppliers and vendors and ensured compliance with contractual commitments

 Administered costs of the service unit in adherence with the financial forecasting and budgeting procedure involving a $6 million budget

 Directed vendor performance and liaise with suppliers and vendors to ensured maintenance of service performance in adherence with the contract with whom the GIO has placed technical support contracts

TRANSITION MANAGER Dec 2001-Oct 2002

UNILEVER– TORONTO, CANADA

 Project manager for the transition of Canadian Support desk to the US Support Center with no service level degeneration. Project was delivered ahead of schedule and within budget

 Responsible for reducing aging support tickets from an average of 200 to less than 20

 Transitioned Canadian KPI (Key Performance Indicator) reporting structure to USA KPI reporting structure

SUPERVISOR OF SUPPORT SERVICES - Calvin Klein & Elizabeth Arden, NY, & Unilever US July 1995-Dec 2001

UNILEVER – NEW YORK, NY

 Monitor status of daily support calls for the three NYC companies and monitor Service Levels Agreements with outside vender to ensure service levels were met

 Manage 7 Sr. Support Engineers and oversee the functions of a high volume support desk.

 Site Lead for NT 4.0 roll out. Roll out consisted of lockdown version of NT 4.0, Outlook, and MS Office 97

 Lotus Notes Administrator

_______________________________________ OTHER POSITIONS HELD ________________________________________

HRIS NETWORK MANAGER Feb 1994-July 1995

SIMON AND SCHUSTER – OLD TAPPAN, NJ

OFFICE SYSTEMS MANAGER Dec 1989-Feb 1994

CBS, INC. – NEW YORK, NY

INDEPENDENT CONSULTING (various) Mar 1985-Feb 1989

_______________________________________ EDUCATION / CERTIFICATION______________________________________

AlphaNet Learning Center, New Jersey

 Microsoft Certified Engineer (MCSE) Training

RCS, New York, NY

 Certified Netware Engineer (CNE) Training

Mercy College, White Plains, NY

 Computer Science

________________________________________ ACTIVITIES ________________________________________

IT Diversity Champion, Member of Unilever’s Corporate Diversity Council

______________________________________ LINKEDIN PROFILE ________________________________________

http://www.linkedin.com/pub/paula-cunningham/10/a18/988

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