Amanda Kim Email & Phone Number

Portland, Oregon AreaI was hired to manage the transition of the company’s infrastructure platforms to offshore teams, with leadership over a team of six (~100 indirect). I also serve on the Advisory Board for The Standard’s CRED (Celebrating Racial and Ethnic Diversity).➜ Unified team following a reorganization resulting in 50% of the work being outsourced, an effort that led to every team member earning performance recognition from upper management and two promotions.

Urbana-Champaign, Illinois AreaFamily owned and operated Do It Best franchise, serving the greater Champaign/Urbana area. Led by our father George, we built a thriving, successful retail hardware business built on the bedrock fundamentals of service to community, customers, and employees. We successfully competed against the home improvement powerhouses and made a difference in the twin city area. Until we decided to sell, we maintained a prominent position in the Top 50 DIB retailers nationwide.

I was hired to improve front-line support functions and increase the level of support to company executives. I led a global team of 30 in providing service to 1,300+ users and identified ways to increase service levels without increasing IT budget at world’s largest philanthropic organization.➜ Expanded helpdesk support and saved $500K, moving from 12/5 on-site to 24/7 off-site service.➜ Boosted customer satisfaction ratings to 94% (from 84%) by implementing process and communication improvements in the areas of incident management and vendor relations.➜ Slashed department expenses by 12% through effective vendor negotiations.

I was hired into a newly-created role to create a modernized technology plan and find ways to bridge the gap between IT and construction teams. As a key advisor to the CEO, I earned buy-in for major tech investments that dramatically improved business operations.➜ Transitioned Lydig to cloud-based services, improving customer service, efficiency and cost certainty.➜ Boosted mobile technology adoption rates by 50% by simplifying training processes and directly addressing employee objections.➜ Gained executive buy-in on replacing the existing corporate ERP system, a move that provided employees user-friendly access to current information and aided in decision making.

I joined Microsoft as a Support / Operations Analyst in 1999 then earned progressive promotions into Senior Operations Manager and Group Manager. I led the operational and administrative aspects of technical and end-user support, directing messaging and identity access needs for 100K+ users, a multiple-million-dollar budget and team of eight (34 indirect).➜ Realized $3.9M in savings by developing and deploying a self-help tool that reduced the need for internal support.➜ Expanded Tier 3 support resources from 18/5 to 24/7 coverage at no additional cost by strategically repositioning global employees for round-the-clock service.➜ With the head of Diversity & Inclusion, co-founded Microsoft's first IT community college internship program.

Bachelor'S Degree, Computer Science

Bachelor'S Degree, Bachelor Of Arts - Ba Field Of Study Business & Management Information Systems