Contessa S. Email & Phone Number

Matthews, North Carolina, US

Matthews, North Carolina, US

• Establishes, plans, and administers the overall policies, processes, and goals for the IT department.
• Analyzes the needs of different departments and determines ways to meet business objectives by modifying existing or developing new information processing systems.
• Utilize in-depth technical knowledge and business requirements to design and implement secure solutions to meet organizational needs while protecting the corporation's assets.
• Develop requirements, outlines, and budgets for all IT projects across various departments of the ministry from conception to completion.
• Build and manage IT team of contractors, web developer and IT Support specialists.
• Develop security standards, procedures, and guidelines for multiple platforms.

San Jose, CA, US

• Manage the Smart Support initiative within Employee Experience which is a single place for Cisco employees to find support whether it is HR, IT, Workplace resources or Learning support.
• Drive Oracle’s Live Help tool implementation activities for the Employee Experience organization including IT support, HR support and Staffing Interview Coordination.
• Develop change management plan, communications plan and provide admin tool configurations throughout the Employee Experience Click to Chat initiative.
• Drive project management/portfolio management software (CA Technologies –Clarity) adoption within Employee Experience by assisting project managers in tracking project financials, time table and project details within.
• Created and manage online intake web form for all Employee Experience initiative requests and change requests

San Jose, CA, US

• Program manager for HR-Students To Experienced Professional (STEP) internship program managing multiple program tracks including recruiting, interviewing, on-boarding and off-boarding to ensure best internship.
• Lead web strategy for the HR contact center by planning and managing the web site based on user experience and collaborating with Cisco internal HR teams to ensure prompt messaging is communicated to Cisco employees.
• User Interface (UI) analyst for a third party knowledge management tool (InQuira) by creating wireframes, soliciting feedback from the project team and working with Cisco’s intranet team to ensure instranet standards.
• Provide web usage and accessibility analysis on contact center websites to ensure the needs of the customer are being met.
• Serve as point of contact for enterprise wide technology roll outs that affect the contact center analysts by understanding overall initiative and providing training to global teams.
• Community Manager for internal HR Connection team on Cisco Quad, enterprise communication and collaboration platform

San Jose, CA, US

• Serves as the liaison between business clients in HR and IT to gather, analyze and document business requirements from business clients in Staffing, Compensation and Benefits.
• Writes functional specifications from business requirements and Cisco’s Oracle HRMS system.
• Ensures understanding between business clients, engineering team and quality assurance on business requirements and functional specifications.
• Works closely with business clients on test cycles through quality assurance testing and user acceptance testing.
• Portfolio Manager for Staffing, Compensation and Benefits Application Service Provider (ASP) vendors participating in vendor selection, roadmap and strategic planning and cost saving recommendations through in-house.
• Project Manager on Application Service Provider (ASP) security reviews. Work with vendor, program manager and security team to review new vendor/application service provider in order to mitigate security risks during.

San Jose, CA, US

• HRIT Portfolio Manager on Communication & Collaboration IT Application Service Provider (ASP) Council providing analysis and consolidation of ASP vendors within HR.
• Created a central repository of ASP vendors and provided recommendations to business clients for all new ASP requests based off of current use and provide better knowledge and understanding of vendors being used within.
• Reduced total number of ASP vendors by 70% through consolidation and vendor remediation.
• Worked with senior management and business partners to create mitigation plans for ASP vendors to retire, decreasing overall risk and exposure for HR and Communication & Collaboration IT and cost savings.
• Provided quarterly support metrics within HRIT along with root cause analysis of support cases and trend reduction efforts to better aid in decisions made within the organization

San Jose, CA, US

• Provided global tier 2 support for HRIT and act as liaison between the global technical response center (GTRC), HRIT and the HR call center (HR Connection).
• Created and update FAQs for HR applications in knowledge management tool and provide staff training for Cisco HR applications
• Maintained client relationship between Global Technical Response Center and HRIT by meeting with management team and communicating needs and updates on a weekly basis.
• Training Coordinator within the GTRC, implementing a training program by analyzing training needs of the team and finding the appropriate training that best fits the group model