Andrea M. Email & Phone Number

• Manage the resource requirements and solutions for City-County.• Provide strategic and tactical planning to transform or modernize application portfolio and operations.• Facilitate communication and guide senior level of management team and business partners within business requirements and scope.• Work closely with PM to make sure all ITIL and ITSM related deliverables are met.• Facilitate effective project team and cross functional interactions.• Construct and maintain cross functional integrated project plans including project timelines.• Perform project risk assessments and critical path analyses to ensure team deliverables are being appropriately tracked and met. This could include the development of any necessary risk mitigation strategies.• Identify and potentially escalate project issues to ensure effective resolution in a timely manner.• Evaluate the impact of project activities across the portfolio and where there may be points of synergy or conflict.• Ensure clear communication across the functions and team members.• Align project work with the overall corporate objectives and directions from senior leadership.• Cultivate strong working relationships with project team members and City-County.

Created detailed process mapping by working with subject matter experts and key stakeholders to assess business needs and recommendations enabling vendor to meet business requirements. Participated on an Agile SCRUM Team to understand project structure, gather functional and technical requirements resulting in consistently meeting deliverables.Created and maintained multiple spreadsheets that contained high level project participants, combined meeting notes, and other data on a living document which resulted in immediate turnover of project decisions.

Indianapolis, Indiana Area

Collaborated with a cross functional team to build a new intranet; deciding on key content, layout, and design features based on user experience which, in turn, promoted user adoption. Led team roll-out of Google Suite as an early adopter and primary contact to help locate and define new process improvement opportunities and provided solutions to simplify workflows and minimize disruptions.Took on additional responsibilities to support another department team with the coordination of complex travel, budgeting, and scheduling which enabled smoother transitions and program participants to make advancements. Gathered and prepared the necessary materials, agendas, and presentations for executive level meetings, recorded meeting minutes and distributed high level notes to participants. Oversaw financial reconciliation of IT Department and EA department spending, and expense report management for multiple executives, allowing them to prioritize business needs.

Continuously gauged and monitored front desk priorities while managing inbound calls, receiving guests and other overlapping duties which resulted in the minimal disruption to the needs of guests. Ensured that confidentiality was preserved while handling sensitive materials or correspondence.Demonstrated professionalism, tact, and sensitivity with any escalated callers, visitors, or employees to reach a solution on the spot and mitigate potential security concerns.Independently assessed, formatted and revised the Live Chat template which served as the prototype for all agents which promoted customer satisfaction and upheld required service metrics. Analyzed customer needs to ensure all possible solutions were explored and applied the appropriate sense of urgency toward each situation leading to higher customer confidence and return.

Set up, coordinate, and oversee small to large scale banquet events, paying close attention to all details. Manage service staff. Provide excellent customer service to all guests to ensure recurring business.