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As a decisive and visionary leader with a strong and consistent track record of success in solving problems, improving efficiencies, and reducing costs in information technology (IT) and general operational environments, I understand the importance of accurate processes. Being an astute and discerning Process Improvement/Re-engineering Lead with the ability to analyze processes, increase efficiencies, and motivate employees, I enjoy the challenges of accomplishing goals. I am a passionate contributor with a laser-focus on improving the quality of an organisations processes, thereby allowing it's employees to focus on what they have been hired to achieve.A few of my recent successes include: ► Improved data quality and project estimates by 35% while reducing the administrative preparatory time by 12 hours weekly.► Improved the asset data quality metrics on more than 50K devices to 85% within six months. ► Composed over 15 instructional documents and created a training plan for asset management. ► Divided a process into subprocesses and defined team responsibilities, which resulted in the successful composition of 30 procedural documents and the elimination of 20 unnecessary subprocesses.► Improved data quality by 80% by tracking organizational activities, dates of contract re-negotiation, hourly rate costs, and subsequently updating upper management.
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Business Process SpecialistGoogleSan Jose, Ca, Us
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Documentation SpecialistGoogle Jul 2024 - Oct 2024Mountain View, Ca, Us► Reviewed teams tools to provide recommendations on improvements including templates, writing guides and tools, storage locations and intake process. Reviewed 80+ team communications, improved the review process, and implemented intake process.► Coached team and provided guidelines on documentation writing, Markdown, Critique and Cider, Buganizer usage and applications.► Created templates for Insight documents used to highlight analysis and key takeaways for Stakeholders.► Reviewed existing team website and provided an error list and recommendations and content for streamlining. Created additional website content for related teams and stakeholders.► Mapped hardware provisioning and concierge E2E processes. Reviewed instructions for 6+ hardware provisioning activities.
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Business Process SpecialistGoogle May 2023 - Mar 2024Mountain View, Ca, UsDelivered and closed out a large process project spanning 2+ years, and delivering 25+ processes. ► Provided documentation, training and communications (including a summary presentation of the project approach and deliverables) to the wider organisation. ► Contributed ~200 Change Logs to the g3doc environment. ► Closed out ~400 operational and process related tickets.► Coached 6 new process team members in the usage of Buganizer, Critique, Cider, and g3doc (in house applications). Also gave coaching on the process framework I built and implemented, and how to create or update a process (based on current process theory). Created slide and video artifacts for each topic. Several have been adopted across the wider EngOps organization.
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Business Process SpecialistGoogle Mar 2021 - Mar 2023Mountain View, Ca, Us► Discovered and documented current processes for the team's main operational procedures. Included triaging incoming tickets from users, Googlers and partners. Highlighted the need for separation of processes, and specific areas for improvement through over 300 process issues.► Developed 15 new processes and associated SLOs for the team's operational activities. Implemented new concepts to deal with queue management and various ticket types, and worked with the team to modify existing tools to accommodate. Created and implemented training for Googlers and Vendor teams. ► Implemented a new process framework, including templates, change management, and sizing and gating procedures.► Streamlined and updated the team's internal document repository. Worked with the team to overhaul the layout, created new product and process landing pages and content, and deprecated over 100 pages.
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Business Process Improvement Lead/Process Project ManagerVarian Medical Systems Mar 2017 - Sep 2020Palo Alto, Ca, UsCollected and analyzed data to assist with the initiation, development, and recommendation of business practices, procedures, and process changes.► Developed new organizational hiring processes that replaced older systems. Process Subject Matter Expert for Workday project which came online in less than 12 months. Identified and resolved more than 105 process issues.► Discovered and documented all current processes for asset management including several disparate purchasing, recording, tagging, retirement, and refresh processes. Created future process model, and worked with team to implement in ServiceNow.► Developed the Data Retention and Legal Hold processes. Implemented these processes in Service Now. -
Netops Project ManagerGoogle Apr 2015 - Feb 2017Mountain View, Ca, UsDeveloped and updated project plans for information technology (IT) projects, including objectives, systems, and specifications.► Drove process development, documentation and review efforts. ► Methodized the E2E project processes for the NorCal Project Management Group that were used as educational and coaching tools. ► Procured bids, highlighted project progress/risks, and ensured accurate tracking of all project milestones, which resulted in the successful and timely delivery of 10 successful organizational deployments.
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Business Process Re-Engineering (Bpr) PmoApple May 2014 - Dec 2014Cupertino, California, UsAssessed current processes and identified improvement opportunities within the organization and across departmental lines.► Streamlined the overall portfolio management and re-prioritized the entire work portfolio, which reduced preparation time by 2 days.► Introduced new efficiencies, which reduced report preparation time from 8 hours to only a few seconds and saved more than 500 hours of effort annually. -
Technology Program CoordinatorBbc Worldwide Sep 2012 - Apr 2013London, GbAssigned and oversaw the daily tasks of technical personnel while determining and defining clear deliverables, roles, and responsibilities. ► Streamlined five financial rights systems down to one within 12 months, which saved more than $1M.► Challenged current working practices, identified process improvement opportunities, and facilitated goal-setting. -
Sky Adsmart Program CoordinatorBskyb Sep 2010 - Aug 2012Middlesex, England, GbDeveloped and implemented business plans, processes, procedures, and metrics for more than 250 employees.► Defined processes for metrics reporting and instituted all project processes; implemented and documented 20 project processes and completed the project in less than 36 months. -
Operational Planning Project Coordinator/Business AnalystVodafone Ireland Jul 2008 - Mar 2010London, GbCoordinated with various teams to analyze business requirements, planning, and operating forecasts.► Instituted a weekly review board to organize, assess, and measure all financial and investment decisions for the organization.► Interfaced with the departments to assess any gap of applications to facilitate consensus on implementing recommendations. -
Corporate It Pmo AdministratorHalifax Bank Of Scotland Sep 2007 - Jul 2008
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Project CoordinatorCisco Systems, Inc Sep 2006 - Aug 2007San Jose, Ca, Us -
Project CoordinatorCisco Systems, Inc Apr 2006 - Sep 2006San Jose, Ca, Us
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Programme CoordinatorVodafone Nz Auckland, Nz Mar 2005 - Jul 2005London, Gb
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Senior Consultant/Programme CoordinatorCgnz Ltd Mar 2003 - Mar 2005Nz -
Programme Facilitator/System AdministratorEds Nz Ltd Mar 2000 - Mar 2003
Claire Sutherland Skills
Claire Sutherland Education Details
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Massey UniversityInformation Systems And Communications Management
Frequently Asked Questions about Claire Sutherland
What company does Claire Sutherland work for?
Claire Sutherland works for Google
What is Claire Sutherland's role at the current company?
Claire Sutherland's current role is Business Process Specialist.
What is Claire Sutherland's email address?
Claire Sutherland's email address is cs****@****red.com
What is Claire Sutherland's direct phone number?
Claire Sutherland's direct phone number is +151065*****
What schools did Claire Sutherland attend?
Claire Sutherland attended Massey University.
What are some of Claire Sutherland's interests?
Claire Sutherland has interest in Economic Empowerment, Education, Environment, Poverty Alleviation, Animal Welfare, Health.
What skills is Claire Sutherland known for?
Claire Sutherland has skills like Program Management, Business Process, Project Delivery, Project Management, Visio, Ms Project, Pmo, Management, It Service Management, Sharepoint, Stakeholder Management, Business Process Improvement.
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