KATHY KELLEY

kathy.kelley@gmail.com

202-492-5507

 

End User Support • Client Services • Program and Project Management • Training • Curriculum Development • Operations Support • Business Process Engineering • Requirements Analysis • Vendor Management • Application Testing • IT Strategic Sourcing • Infrastructure Management

PROFESSIONAL SUMMARY

Experienced professional with more than 30 years of proven success in progressively responsible positions in the End User Support, Client Services, and Technology Consulting fields.  Skilled leader able to build and maintain high performance teams focused on supporting customers in reaching business goals and objectives.

 

PROFESSIONAL EXPERIENCE

CSRA, Inc.

Federal Energy Regulatory Commission

IT Operations DirectorJan. 2016 – June 2016

Managed team of 43 staff and subcontractors providing IT Infrastructure support and Customer Support Services to over 1400 end users. 

·               Successfully led Service Desk team in developing Standard Operating Procedures for service request intake, managed to contract Service Level Agreements, developed requirements for migration of Tier 1 Service Desk resources to offsite facility

·               Managed teams providing Windows application delivery services, security vulnerability and patch management, disaster recovery and backup services, network and SAN support, and data center management.

·               Led project to enhance Remedy 8.1 configuration and reporting to better align to SLAs and performance-based measurement

·               Introduced process improvement and efficiencies to increase time to service delivery and improve reporting

·               Led contractor team to address required security audit responses, including PIV enforcement, two factor authentication for elevated administration privileges, etc.

·               Responsible for developing work documents to ensure detailed technical understanding of client work performed.

·               Collaborated with Chief Technology Officer and FERC Operations Director to develop performance-based metrics for service delivery

·               Developed and managed Problem Management process for Commission-wide outages, including communication standards, escalation and client notification procedures, and troubleshooting coordination of cross-functional technical teams.

·               Managed custom and COTS training development and delivery for all FERC end users

 

Dell Services Federal Government

National Institute of Health, National Institute of Allergies and Infectious Diseases

Program Manager Nov. 2013 – Jan. 2016

Successfully managed staff of 70 contractors and subcontractors providing end user support services to over 4,000 end users in a distributed Windows/Mac computing environment. 

·               Successfully led team to re-launch BMC Remedyforce to better support Incident, Service Request and Problem management

·               Managed professional team responsible for implementing IT Service Management (ITSM) model based on ITIL framework. 

·               Oversight and management responsibility for all customer service and support processes, communication, documentation, staff training, efficiency improvement, reporting, and contract service levels.

·               Responsible for all aspects of contract administration including staff hiring, personnel management, budgeting, forecasting, reporting, procurement, contract modifications, and subcontractor agreements. 

·               Analyzed call system ticketing data, identified process improvement areas, and implemented changes to increase productivity and staff efficiency.

·               Managed end user portfolio of projects, including system upgrades, building moves, and new technology deployments.

 

AARP, Washington, DC 20049                                                                                     Aug 1997 – Nov. 2013

Director, Client Services Group (May 2012 – Nov. 2013)

Managed client satisfaction, project delivery, business consulting services, client engagement, IT team integration and portfolio management services for internal AARP clients, including Finance, Human Resources, Procurement, Facilities and Integrated Communications. Provided strategic and tactical direction for end-to-end delivery of IT end user support services and business process solutions, and served as business advocate and trusted advisor to business unit executives.

·               Selected by IT Executive Leadership to implement new, targeted client engagement function to improve IT tactical and strategic service delivery, alignment with business strategic goals. Key member of team that leveraged ITIL Service Management framework to develop service portfolio, financial, business relationship, and change management processes, and to create Service Catalog to showcase and highlight IT capabilities.

·               Managed all client engagement activities and customer satisfaction for enterprise-wide technology initiatives with staff of Client Engagement Managers, Project Managers and Business Analysts.  Developed end user support processes and service desk scripts for new technology applications, reviewed and analyzed Remedy Incident and Work Order Management reports and developed strategies for addressing problem trends, identifying training opportunities and optimizing support services.

·               Managed client communication and maintain IT service levels during transition to managed services contract that will decrease IT annual expenses by over $12 million.  Represented Business Analyst and Project Management Office function as “tower lead” in IT outsourcing engagement.  Broad contract scope represented 70% of IT functions, including application development and support services, operational support and maintenance, project management and business analysis.

·               Managed team of Client Engagement Managers, Project Managers and Business Analysts for capital planning business analysis, and project delivery functions for $2.5 million project portfolio. Increased business group’s visibility into IT projects, partnered with key stakeholders to prioritize work, supported the rollout of a streamlined IT delivery process, and established regular business stakeholder review meetings for validation of priorities.

·               Aligned annual IT capital plan to assigned organization’s strategic objectives, defined key business initiatives, supported business case development and scoring methodology to prioritize proposed activities.

·               Collaborated with business clients and IT Enterprise Architects to leverage existing portfolio applications resulting in faster demand response times and reduced TCO.

·               Served as AARP Enterprise client lead and Communications lead in successful multi-location upgrade of 3,500 devices to Windows 7 and Office 2010. Established a proactive ‘concierge’ service desk to provide targeted customer support pre- and post-deployment.  Provided scripts and documentation for transition to steady state operational support.

 

Integration Director, Human Capital Management, PeopleSoft 9.1 ERP Implementation (Jan. 2011 – May 2012)

At the request of AARP Executive Leadership, was asked to serve on the ERP implementation team as HCM integration director responsible for facilitating business process redesign and technology requirements

·               Conducted industry best practice processes that led to the selection of a PeopleSoft ERP solution as well as the awarding of a $22 million systems integration implementation contract.

·               Partnered with implementation vendor to assess and document HCM current state and future design, contribute technical and business knowledge of HR and Payroll processes and procedures, and coordinate with functional leads to identify process improvement opportunities. 

·               Developed Help Desk support process flows and scripts for technical and business support of PeopleSoft system, monitored Remedy Incident and Work Order Management queues and analyzed data for problem trending, training development and technical support.

·               Responsible for HCM work stream performance, schedule/quality, documentation and customer acceptance.  Ensured compliance with appropriate rules and regulations and that all functional areas were conducting Business Process Redesign activities.  Key member of ERP Project Management Office (PMO) representing Human Resources and Payroll groups. 

·               Led business process redesign to automate the workflow approvals, self-service, and reporting functions, and monitored for performance against the approved business case. 

·               Awarded performance bonus by executive management for participation in HCM implementation project.

 

Director, Enterprise Technology Solutions, Workforce (Sep. 2008 – Dec. 2010)

Responsible for all service delivery aspects of end user support, interface maintenance, application development and support, production support and system administration for Lawson HRIS/Payroll, Time and Reporting System, and other Human Resources, Finance and Organizational Learning supporting applications.

·               Managed staff of 12 project managers, business analysts, system administrators and contract developers; demonstrated sound management and leadership skills and capabilities. 

·               Leveraged ITIL Service Management best practice to develop, implement and monitor integrated Help Desk support processes to ensure quality service.

·               Successfully completed major Lawson upgrade, implemented functional modules and managed interface and integration work. 

·               Managed $1.5m budget, including software maintenance, vendor support contracts and consulting services.

·               Applied deep and broad business knowledge to HR, Procurement and Accounting business processes. 

·               Key participant in ERP solution and implementation services selections, including Request for Proposal (RFP) development, evaluation criteria, selection process, and contract negotiations. 

·               Received 100% positive manager index score as surveyed by direct- and indirect-reporting staff.  Areas of response include creating open and trusting environment, listening, fostering diverse and inclusive work environment, career development support, communication, and communication. Maintained consistently high customer satisfaction levels in all business interactions, as reported by Senior and Executive leadership. 

 

Solution Manager, Information Technology Solutions (Oct. 1999 – Sep. 2008)

Served as AARP’s first customer-facing lead in newly-created Solution Management department formed to ensure that technology-based business solutions and business process improvements can meet customer requirements and improve operational efficiencies. 

·               Participated in Information Technology strategic and operational planning for the People Strategy Group and Financial Services. 

·               Developed in-depth understanding of HR, Procurement and Contract Management, Financial Services and Administrative and Management Operations systems, and provided insight and professional expertise on how projects aligned with AARP’s strategic direction and prioritized accordingly. 

 

 

·               Worked with technology and business unit staff to ensure accurate identification of business problems and recommend appropriate solutions. 

·               Managed vendor and market analysis, selection and procurement process for major services and software applications in support of improved operational efficiencies. 

·               Managed broad range of Information Technology implementation projects, including the JD Edwards Financial system, Lawson HR/Payroll system, Infor (Geac/Extensity) Business Planning solution, Concur Travel Expense application, IQ Navigator, and Replicon Time and Attendance solution. 

·               Consistently demonstrated accountability at the task and project level and provided excellent customer service, both within and outside of the scope of assigned work. 

·               Leveraging the ITIL Service Management framework, contributed significantly to the development of a centralized IT Change Control Board for configuration management and event notification. 

·               Served as IT representative and liaison to Procurement and Contract Management to create technology Requests for Proposal, Quote and Information, select vendor solutions, and negotiate contracts for People Strategy and Finance initiatives. 

 

Manager, Technical Support Services (Aug. 1997 – Oct. 1999)

Managed technical support for over 3000 internal users and 250 high-level members of the AARP Volunteer Community, including the Board of Directors in over 50 state locations, Washington, DC headquarters, and Lakewood, California membership operations center. 

·               Introduced tracking methodology through design and implementation of Heat call tracking system.  Developed reporting model to enable efficient trend analysis and develop effective problem management approach.

·               Improved processes and procedures that contributed to a substantial decrease in the percentage of abandoned calls, increased call ticket capture and increased point-of-contact resolution. 

·               Participated on Enterprise system deployment teams and managed proactive customer follow-up services and reactive technical support. 

·               Created and documented customer service policies and procedures and ensured adherence by support team. 

·               Effectively managed $1,300,000 budget to ensure that appropriate resources and tools were deployed for effective and efficient customer service and technical support.

·               Personally maintained a consistently high customer service level and ensured that staff met that level through feedback, coaching and process monitoring.

·               Creatively managed 21 staff and consultant resources to enable staff technical skills development through cross-exposure to other areas and project participation.

 

Department of Justice, Antitrust Division, Washington, DC 20001Dec. 1995 – Aug. 1997

End User Support and Training Manager, User Support Services

Managed all aspects of computer support services for over 900 users, including end user support, training, and technology deployments.

·               Directly managed staff of fifteen user support analysts and three trainers in eight locations. 

·               Implemented Support Magic call tracking system and tracked all support call tickets, conducted problem trends analysis and provided systems recommendations. 

·               Responsible for creating and maintaining policy, procedural and support documentation.

·               Managed all hardware installations and distribution, hardware maintenance and software upgrades. 

·               Monitored and tracked software licensing agreements.

·               Provided requirements analyses for end user training and reviewed all course materials prior to presentation. 

·               Served as end user representative in all technical meetings and strategic planning sessions. 

·               Served as liaison between end user community and engineering and application development staff.

·               Worked directly with Government Contracting Officer on technical and personnel-related issues. 

·               Provided cost analysis and justification for hardware and software purchases and additional resourcing.

 

Youth For Understanding International Exchange, Washington, DC  20016 Aug. 1990 – Nov. 1995

Manager, End User Support Services

Managed all IBM PC, Macintosh and IBM AS/400 midrange computer support services for over 200 users.  Managed AS/400 daily data operations.  Evaluated user requirements as they related to system development, software upgrades, equipment purchases and training needs.  Conducted project, requirement and training analyses.  Provided end user support and problem resolution for AS/400 applications and all microcomputer hardware and software support, procurement, configuration and installation.  Developed training materials and presented technology courses to both headquarters and remote field office staff.  Participated in JD Edwards accounting system implementation.

 

WordPro, Inc., Rockville, MD  20850 Feb. 1986 – Aug. 1990

Communications Technology Applications, Inc., McLean, VA  22101            Feb. 1986 – Oct. 1986

Senior Technology Instructor

Responsible for developing and delivering computer training on both introductory and advanced levels for off-the-shelf and proprietary systems.  Conducted training needs assessment and provided consulting on hardware and software acquisition.  Produced technical proposals.  Served as project manager for various government and private industry training contracts.  Developed classroom curriculum and computer-based training.

 

EDUCATION

Master of Science, Technology Management       May 2004

University of Maryland University College, College Park, MD

 

Bachelor of Arts, International Affairs and Communications        Dec 1983

The George Washington University, Washington, DC

 

CERTIFICATIONS

ITIL Foundation Certificate in Service Management              May 2015

Project Management Professional (PMP)     coursework completed August 2013

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