Charlotte Rivera Email & Phone Number

United States

United States

United States

CDW acquired Aptris in Oct 2019.Primarily responsible for managing the successful deployment of ServiceNow solutions to a customer, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction and project profitability.

United States

Primarily responsible for managing the successful deployment of ServiceNow solutions to a customer, acting as the primary customer contact for services, handling any issues arising, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction and project profitability.

United States

Us - Remote

Major contributor to the establishment and operation of the company’s ServiceNow Practice, including defining, documenting, and institutionalizing processes covering pre-sales to closure. Responsible for daily operations, including management and oversight of all projects, extensive pre-sales support, monthly client invoice preparation, vendor management, revenue forecasting, and resource management. Excellent team leader who supports and collaborates with leaders and provides mentoring and… Show more Major contributor to the establishment and operation of the company’s ServiceNow Practice, including defining, documenting, and institutionalizing processes covering pre-sales to closure. Responsible for daily operations, including management and oversight of all projects, extensive pre-sales support, monthly client invoice preparation, vendor management, revenue forecasting, and resource management. Excellent team leader who supports and collaborates with leaders and provides mentoring and direction to all team members in order to prioritize and ensure excellent delivery to clients, establish and continually improve processes, and ensure employee growth and satisfaction. •Provide oversight and responsible for the success of all projects in the ServiceNow practice, including booking and creation of projects in back office systems, client interaction and coordination, resource forecasting and allocation, project timeline/schedule creation/maintenance, monitoring progress against scope/schedule, tracking/managing issue, risk and change, revenue forecasting, status reporting to all internal/external levels, timesheet review/approval, preparation of client invoice data, and monitoring/facilitation of vendor payments.•Actively participate in Pre Sales process, including reviewing Statement of Work, scope, and requirements, participating in technical estimate review, determining resource/timeline forecast and price, as well as facilitating final leader review.•Successfully managed a 2.5M, 18 month ServiceNow Implementation for a prominent client, which included resource/vendor management and coordination for 25-30 in house and contract resources, extensive customer collaboration/coordination, scope/schedule/timeline management, active participation in all project phases, internal and client status reporting to all levels, as well as documenting and tracking of action items/risks/issues/changes. Additional projects for this client are still in progress today. Show less

Dallas/Fort Worth Area

(formerly Xerox Services and ACS)-Manage large-scale complex client facing and internal implementations of the company's standard ITSM tools. Provide leadership, direction and guidance. -Manage new development projects/initiatives to enhance/standardize the tools to facilitate improved efficiency and usage. -Mentor/lead cross functional teams in a manner which enhances service delivery, provides continuous process improvement, and ensures employee development. -Work with all… Show more (formerly Xerox Services and ACS)-Manage large-scale complex client facing and internal implementations of the company's standard ITSM tools. Provide leadership, direction and guidance. -Manage new development projects/initiatives to enhance/standardize the tools to facilitate improved efficiency and usage. -Mentor/lead cross functional teams in a manner which enhances service delivery, provides continuous process improvement, and ensures employee development. -Work with all internal and external organizational levels coordinating strategic initiatives geared toward delivering and improving tools-related services and applications.-Collaborate and communicate with clients-Serve as a subject matter expert on the standard ITSM tool set.-Ensure the ongoing process/system capability associated with the implementation/project is adhered to and manage any changes required to meet or exceed the expectations established during planning.-Lead and contribute to the creation, documentation, and institutionalization of standard project management methodology processes and procedures. Show less

Oversaw daily global Helpdesk operations including resource, issue, risk, and change management for a global enterprise-level Applications Services Programme supporting over 20,000 users worldwide.•Ensured superior customer service was provided by establishing and monitoring team goals/Service Level targets.•Implemented and institutionalized processes/procedures to improve work efficiency and to ensure highest level of service.•Analyzed metrics to identify areas of continuous… Show more Oversaw daily global Helpdesk operations including resource, issue, risk, and change management for a global enterprise-level Applications Services Programme supporting over 20,000 users worldwide.•Ensured superior customer service was provided by establishing and monitoring team goals/Service Level targets.•Implemented and institutionalized processes/procedures to improve work efficiency and to ensure highest level of service.•Analyzed metrics to identify areas of continuous improvement.•Built and improved customer relationships.•Managed workload for approximately 17 FTE (full time equivalent) resources.•Increased service levels by 10.2% in 1st year and maintained thereafter, despite over 90% resource turnover.•Improved Level 1 resolution rate by 9.5% in 1st year and 11.6% in 2009.•Enhanced Mean Time to Resolution (MTTR) by 60% in 1st year and maintained thereafter despite over 90% resource turnover.•Considered a corporate subject-matter expert in the area of help desk management, time recording/analysis, and applications lifecycle management (ALM) & program/project management (PPM) applications. Show less

Performed release, schedule, change, resource, issue and risk management for the development and support of large IT client/server and intranet applications, used by over 19,000 users at approximately 65 sites worldwide.

Provided support of the Bank Management Information System (BMIS) application for Banco Santander in Puerto Rico.

Provided support of the Bank Management Information System (BMIS) application for 200+ community banks.

Bs, Math-Computer Science

Activities and Societies: Pi Mu Epsilon (Math honor fraternity), Phi Mu, Order of Omega, Peer Counselor

Education record