Carole Andrus Email & Phone Number

Buffalo, New York, US

Buffalo, New York, US

Buffalo, New York, US

Lead and direct high priority infrastructure related projects including:- Single Sign On- Symantec Endpoint Protection Upgrade- F5 Firewall Upgrade/Replacement

Buffalo, New York, US

Improve the operational systems, processes, policies and procedures in support of the organizational mission -- specifically, support information flow and management, business process, organizational planning and contribute to the development and implementation of organizational strategies, policies and practices. In addition, act as the liaison between.

Brookfield, WI, US

• Manage the operations of the Help Desk Team providing IT Technical support to clients and customers utilizing online loan and banking applications.
• Project Manager for the onboarding of new customers for financial institutions utilizing Fiserv’s online banking and loan applications.Work with Client Services Team to provide a seamless partnership with clients and.
• Identified additional business opportunity through applying solutions to client pain points and requirements.
• Manage the support of new clients transitioning to Fiserv online banking products. Build staffing, training plan, and manage the operations of post-implementation support services.

Atlanta, Georgia, US

• Manage the operations of 24X7 Solution Center providing Level 1, 2, and 3 hardware, software, and connectivity support to hundreds businesses.
• Designed call flow and overflow model for new hosted ACD system to reduce the amount of manual queue changes and improve ASA, handle times, and reduce abandoned calls.
• Project Manager for ITIL implementation project to incorporate ITIL best practices to align with customer requirements. This included the introduction of customer portals to allow for knowledge-based collaboration as.
• Led project to develop a solution to measure Customer Satisfaction per client as it relates to recent support provided by a specific analyst on a specific incident, identifying opportunities to improve customer.
• Managed and completed project to design and implement an automated ticket quality procedure to produce measurable results around documentation required by a customer, and from an escalations perspective.
• Responsible for managing and facilitating the introduction of new technologies to the Solution Center to ensure better customer support through system enhancements and upgrades.

• Manage 19 person team providing 24X7 IT technical support for properties located in Niagara Falls, Buffalo, and Salamanca.
• Responsible for managing all projects relating to desktop computing hardware, software, and peripherals for four properties.
• PM for printer replacement project: Negotiated and implemented replacements of all printers and MFP devices to receive a 14 month ROI on equipment costs and a 20% savings on maintenance fees.
• PM for Service Desk tool project: Led RFP process to identify and implement Service Desk tool to improve customer service levels, facilitate trouble-shooting techniques, report statistics to the business and to.
• PM for Security Administration project: Transitioned security administration to IT Support Team to include new hire account provisioning, re-provisioning for internal transfers, and implemented new procedures around.
• Led project to design and implement Customer Satisfaction tool and workflow to collect feedback to improve on Customer Service and Support for customers at all properties.

Managed outbound call center of 2-6 employees

Responsible for IT outsourcing engagement consisting of six person call center and four person desk side support services. Understand business requirements, handle client escalations, and identify process improvement opportunities.Coach and mentor team members to aid in career development, execute performance management evaluations, responsible for hiring.

Buffalo, NY, US

• Managed multiple projects across 18 domestic sites and 6 International sites consisting of telecommunications, networking and desktop computing technologies.
• PM for Corporate Campus Renovation Project to implement state of the art video conferencing equipment, fiber optic technology, and innovative work stations to create model for the collaborative corporate work.
• PM for Travel Team move – this project started with an empty building, and included cabling, networking, pbx, voice mail and computer systems.
• Implemented the first video conferencing technologies at International sites to reduce travel cost and improve on communications.
• PM for Thin Client implementation project - Provided analysis and recommendation to utilize thin client technology for plant Internet kiosk project for a $50,000 savings.