Bonnie Collins Email & Phone Number

Niskayuna, Ny

Directed organization’s production of services to ensure services met or exceeded clients’ expectations. Managed day to day operations and served as single escalation point of contact for vendor operational performance of Level 2.• Reviewed and analyzed data in Service Center, identifying high volume incidents for improvement, documenting and reviewing suggestions with Service Owners for projects.• Developed procedures, policies, and processes related to different hardware personas and integrated into service portfolio, establishing and maintaining hardware offerings based on customer focus areas.• Supported and designed desktop utility model transition of service, lowering overall cashflow for GE Global Research Niskayuna assets.• Analyzed tickets opened by 70 new hires in the first week, and developed a minimum viable product (MVP) called FastPass where a technician walked each new hire through each stage of the computer setup process, drastically reducing new hire tickets by 70%.• Created manager hardware / software selection process, and launched control procedure with San Ramon support team to ensure process adherence, realizing an actual time savings of 168-man hours for software bundle installations, allowing new hire developers to produce code on day one without having to go through approvals and installation.• Established all device lifecycle processes in new site build out at GE Software in San Ramon California, eliminating any inefficiency and confusion.• Drove the project team aggressively in the reduction of 2000 Niskayuna WinXP systems, hitting target goal of <=3%.• Launched automated exit ticket process for (Niskayuna, San Ramon and Bangalore), reducing manual touch points, and allowing exits to follow an SLA process.

Niskayuna, Ny

Oversaw the understanding of customer goals, objectives and business needs by using IT methodologies to ensure appropriate solutions are implemented.• Initiated Windows 2000 retirement strategy including full timeline, resource and communication plan, and detailed reporting, resulting in an improved and more secure operation system.• Redesigned and implemented PC refresh initiative, taking GE Global Research into a centralized purchasing model, writing new policies and procedures including RACIs, and exception workflow.• Developed and executed Office 2010 upgrade from Office 2000 suite globally, which utilized new and improved office tools.• Employed global new employee onboarding process called Day Zero, confirming IT related items were available before new hire start date, including, accounts, computer, VPN token, desk phone, and project shares, allowing productivity on first day.

Niskayuna, Ny

~ Primary account administrator for enterprise-wide NT 4.0 and Exchange 5.5 server base~ Responsible for daily operational support for the Microsoft Windows NT server infrastructure, supporting a client base of 2,000~ Maintained metrics for Microsoft Exchange 5.5 application availability~ Utilized Six Sigma Methodologies on all projects~ Increased stability of critical devices through the use of six sigma quality tools~ Performed upgrade of Exchange servers from revision 5.0 to 5.5 SP1 followed by SP2~ Responsible for problem determination and resolution associated with the NT/Exchange infrastructure~ Worked on various IT operational projects and initiatives as guided by yearly project identification

Niskayuna, Ny

Schenectady, Ny