Ann Burke Email and Phone Number

Directed, managed, and mentored 3 managers, 35+ technical staff and engineers delivering enterprise-wide support for 500+ locations and 6.5K employees across 15 states. Managed technical projects, acquisitions and divestitures, and process improvement initiatives. Collaborated with Executive PMO office. Led integration projects to support acquisition of 10 banks, 7 insurance / equipment companies and 3 divestitures in 12 years. Led cross-functional geographically dispersed team of 75+.

Directed 2 technical managers overseeing end-user computer support team of 16+ and 9 infrastructure engineers dispersed across bank footprint of multiple states. Responded to yearly average 20K escalated Service Desk tickets to support end-user computing environment. Performed monthly reconciliation of financial data for project, department, and bank-wide computing spend.

Oversaw end-user computing group supporting bank-wide escalated help desk tickets with 10 technicians.• Planned, implemented, and supported technical buildout environment for 2nd-step stock conversion, including isolated Network, and all associated equipment for call center functionality. Stock sale raised $3.44B in investment capital.• Developed repeatable processes and troubleshooting guides, effectively supporting end-user community and resulting in quicker resolution times.• Delivered outstanding customer service by engaging with business, strategic alignment of technology, and reacting with sense of urgency, producing technical end-user computing environment in alignment with multiple business initiatives.• Led team to achieve 99.8% average SLA with high degree of customer satisfaction.

Directed technical projects, owning all stages of project lifecycle from conceptualization to closure for improved system infrastructure.• Managed XP Program of 2500+ desktops to newer hardware and updated XP operating system, including the retirement of 1900+ desktops.