Beth Thada Ola, Hdi-Scm, Hdi-Scd, Itil® V3, Cspo, Cal-E Email & Phone Number

Oxford, Wi, Us

Appleton, Wisconsin, United States

Currently leading a dynamic team of 15 engineers specializing in Enterprise Productivity, Remote Office Technology, and Hybrid Meeting Support. We are dedicated to providing a white-glove experience for our end-users, ensuring they operate at peak efficiency and productivity.Responsibilities:• Vision and Strategy: Developed and communicated a clear vision for enterprise productivity, aligning tools and initiatives with organizational goals.• Project Oversight: Managed projects from inception to completion, ensuring timely, scope-appropriate, and budget-conscious delivery.• Design and Implementation: Oversaw the design, development, and implementation of productivity tools and systems, including collaboration platforms and workflow automation tools.• Integration: Ensured seamless integration of new systems with existing IT infrastructure and business processes.• System Maintenance: Maintained the reliability, availability, and performance of productivity systems through regular updates and maintenance.• Collaboration: Worked closely with other departments (e.g., HR, finance, operations) to understand needs and ensure productivity tools met requirements.• Communication: Regularly communicated project status, challenges, and achievements to stakeholders and senior management.• Metrics and KPIs: Established and monitored key performance indicators (KPIs) to assess the effectiveness of productivity tools and initiatives.• Continuous Improvement: Identified opportunities for improvement and implemented changes to enhance productivity and efficiency.• Security Standards: Ensured all productivity tools and systems complied with standards.• Data Governance: Oversaw data governance practices to ensure integrity.• Cost Optimization: Identified and implemented cost-saving measures without compromising on quality or performance.• Stay Updated: Kept abreast of the latest trends and technologies.• Innovation: Drove innovation by exploring new tools and methodologies

Green Bay, Wisconsin Area

NATURE’S WAY, Green Bay, WI 2017 to PresentManager, IT Service Desk and Technical Support Responsible for leading and developing the Service Desk and Technical Support teams, including all support processes, policies and relationships across 8 local and remote locations in the US and Canada. • Recommend and lead continual improvement initiatives in all Service Desk and Technical Support processes as well as Service OLAs and SLAs, which include the following: o Managed Print Services o Managed Support Vendor Services o Mobility Services• Oversee Knowledge Management processes to ensure documentation is created and maintained• Involved in the Nature’s Way Common Client Project as their Communications Manager and Associate Liaison: This project is designed to provide a consistent experience for Nature’s Way associate’s desktops, both virtual and physical. Project scope includes: o Design a technical upgrade of the virtual environment to maintain support o Address Application and Desktop Deployment Methodologies/Policies o Design the deployment of software solutions and cloud strategy o Design a secure virtual desktop environment with latest security features o Design policy to move associate’s home drive (F:\) to the cloud

Neenah, Wi

Business Relationship ManagementProvided support to 30 manufacturing plant managers country-wide. I was able to reduce the barriers between them and IT by listening, formulating plans for solutions and then implementing the solutions as a team.Including providing support in this role I have also:• Recommended hardware and software upgrades to improve productivity• Negotiated to support hardware funding and provided results that saved money and increased productivity • Formed and led a team to install and deliver Windows 7 upgraded computers across the company• Created Business Cases, Risk Analysis, Cost Analysis Benefits, Vendor programs, Transition plans, Score Cards and made recommendations to Senior Management for approval for the following projects:PC Refresh Saved company 1.5 million dollars by recommending to stretch out usage age of computers for another year vs. current PC refresh program of replacement and disposal every 3 yearsE-waste ProgramSaved company disposal costs by negotiating with e-waste vendor to resell equipment for market value approx. $350/pc. Potential savings of $434,000 (In 2016 pc disposal count was 1,240)SAP Hardware ImplementationCreated and managed project plan and work break-down structure to implement and deploy new hardware, network infrastructure and security for 20 facilities going live with SAP. I managed support, work direction and software review. Zebra Printer Upgrade ProgramRefresh outdated and decrepit label printers on the shop floor across Bemis. Proved cost of repair was intensive and negotiated new purchases to plant management. Negotiated extending warranty from 3 years to 5 years with vendor. Cost savings $100,000 per facility; total 3 millionIT Manager• Lead and developed 20 Technical Support Analysts across 30 sites in North America• Created a High Performance Culture• Collaborated with Global IT Managers to formulate policies, aligned on procedures and initiated continuous improvement

In this role I had the ownership of the global design, development and implementation of IT Service Management policies and processes. Engagement of appropriate IT and Business personnel during high impact system outages was imperative in this role. I ensured excellent communication to customers of all unplanned and planned events.In addition, I led and developed a staff of 15 call support individuals who provided IT support and services to the Bemis Company 24 x 7. I also engaged and interacted with global leaders in the company in order to effectively drive key tasks and cross functional process improvements. Other essential opportunities included:Partnership ProgramAssisted with the creation of a partnership program with Technical Support Team and the Service Desk Team. This job shadowing program allowed the Service Desk Analysts to build relationships and collaborate with Technical Support Analysts to learn from one another and apply the new skills to support the Business more efficiently.Managed IT Launch ProgramThis program introduced new IT talent to the Service Desk and prepared them for advanced roles in IT. Typically the individual was a college student close to graduation but unsure of what role they desired within IT. Launch gave them the opportunity to try out IT interests before making a commitment.Managed Escalation PackagesManaged call logging, tracking, escalation, follow-up and metrics for reporting overall performance against service level agreements. Developed procedures for evaluation of escalation, user feedback, service level agreements, metrics and status reporting. Rename InitiativeEncouraged all levels of IT to re-think the term “end-user”. Over time the term “end-user” had developed into unfriendly nomenclature due to negative experiences. I persuaded the IT department to begin rebranding “end-users” as our Customers and begin to build positive relationships.

• Developed staff and team leadership • Ownership of processes and procedures – incident management • Managed customer service improvement projects • Oversight/ creation /maintenance of support knowledge database • Supported migration of IT organization to SLA driven results • Provide L1 Analyst II support • Customer Service QA • Customer service satisfaction survey management• Oversight of ticket audit procedures• Acted as an escalation point for incidents• Achieved key metrics

Bemis Company, Inc. Oshkosh, Wi

• Support End Users and Executives with technical needs and training• Built relationships with End Users and Executives• Maintained hardware and ensured users are current with technology changes• Upgraded software, operating systems, hardware• Created images and built computers• Diagnosed and troubleshoot computer problems• Prioritized assignments according to business needs• Maintained computer related inventory• HEAT and Remedy Administrator

Bemis Company, Inc Oshkosh, Wi

• Supervised, mentored, lead and encouraged the Technical Support Center Team• Developed and maintained call tracking standards• Daily and monthly call statistic reporting• Maintained documentation • Maintained call tracking (HEAT) system• End User Support, training, advising• Assisted with new projects and implementations• Formed User Support Groups• HEAT Administrator• Support End Users and Executives with technical needs and training• Built relationships with End Users and Executives• Maintained hardware and ensured users are current with technology changes• Upgraded software, operating systems, hardware• Created images and built computers• Diagnosed and troubleshoot computer problems• Prioritized assignments according to business needs• Maintained computer related inventory• Remedy Administrator

Oshkosh, Wisconsin Area

At this time Bemis outsourced their Help Desk from a company in Ohio. Leaders wanted in house support and I was contracted in to build the Help Desk from scratch. I hired team members, assisted with the build of the call management system and supported the call tracking system. Within a year I was hired on at Bemis because of my exceptional service.

Bachelor Of Arts, Management And Communication, Cum Laude Honors

Masters Of Science, Organizational Leadership, 4.0