Dana Hogan Email & Phone Number

Raleigh-Durham-Chapel Hill Area

• Reduced production bugs and improved product quality by implementing SAFe Agile scrum methodologies that automated and enforced governance of business rules. Implemented across disparate development, marketing, user experience, and engineering teams to transform into a single cross-functional structure.• Managed all aspects of development and delivery of a suite of tools for our early adopter clients consisting of collaboration self-help dashboards, metrics systems, provisioning… Show more • Reduced production bugs and improved product quality by implementing SAFe Agile scrum methodologies that automated and enforced governance of business rules. Implemented across disparate development, marketing, user experience, and engineering teams to transform into a single cross-functional structure.• Managed all aspects of development and delivery of a suite of tools for our early adopter clients consisting of collaboration self-help dashboards, metrics systems, provisioning tools, and on-line video and audio device management.• Drove Cisco collaboration sales by identifying sales clients' needs and leading IT development of collaboration tools in a pre-production environment to allow showcasing of Cisco products and upcoming features to external users. Show less

Raleigh-Durham-Chapel Hill Area

• Led Customer Relationship Management of IT support clients while also leading a team to implement a new suite of ITIL tools including a redesign of the incident management system that reduced support agent data entry requirements by more than 50% and streamlined end client interface from a complex process to one requiring only four inputs.• Effectively led cross-functional teams on five different tracks (Stakeholder Management, Communications,Data Management, Asset Management and Change… Show more • Led Customer Relationship Management of IT support clients while also leading a team to implement a new suite of ITIL tools including a redesign of the incident management system that reduced support agent data entry requirements by more than 50% and streamlined end client interface from a complex process to one requiring only four inputs.• Effectively led cross-functional teams on five different tracks (Stakeholder Management, Communications,Data Management, Asset Management and Change Management) that successfully deployed an incident management system that allowed all IT teams to support the entire Cisco employee base.• Responsible for driving process simplification, improvement, and standardization across IT in order to facilitate and monitor performance metrics including end-to-end design, building and implementation of reporting systems.• Successfully leveraged position as the Service Department Lead for the majority of IT to drive the transformation of IT to a services-based structure which included realigning all processes and procedures withDana Hogan - page 1each of our clients and service owners, facilitating decision-making sessions on new service structure, trainingof organization and communication of changes to our clients and team members.• Ensured consistent support across all clients by establishing and implementing aligned standards andgovernance of Cisco processes as well as driving process improvement.• Drove process improvement by implementing an internal metrics dashboard for Cisco that includedrequirement gathering, UI design, scheduling, testing, training, and user guide creation.• Winner of IT Champion, the highest award in IT, for Collaboration in 2012. Show less

Raleigh-Durham-Chapel Hill Area

• Reduced development cycles and overall project timelines by expanding my development role to includebusiness analyst duties and taking a leadership role on multiple dependent teams.• Developed a company-wide Call Manager tool using Java, Velocity, Struts, Hibernate and the Cisco UserInterface Standards in under 3 months coding time with no previous experience with any of the technologiesused. System deployed with no reported bugs or outages.• Created web-based support… Show more • Reduced development cycles and overall project timelines by expanding my development role to includebusiness analyst duties and taking a leadership role on multiple dependent teams.• Developed a company-wide Call Manager tool using Java, Velocity, Struts, Hibernate and the Cisco UserInterface Standards in under 3 months coding time with no previous experience with any of the technologiesused. System deployed with no reported bugs or outages.• Created web-based support tools for use by the internal help desk supporting 30,000+ employees leveragingHTML, Perl, and Oracle SQL.• Optimized Cisco’s global internal help desk operations by creating a centralized knowledge repository, agentdashboard for incident resolution and troubleshooting, as well as a metrics dashboard to measure agentperformance.• Redesigned and streamlined internal help desk's Internal website -- implemented dynamic html features fordisplaying up-to-the-day quarterly metrics and a modular page structure for improved maintenance.• Received 13 CAP awards (Outstanding performance recognition from management)• Winner of the Outstanding Team award in 2001 Show less

Research Triangle Park, Nc

• Defined and established processes and structure for a global support model for applications deployed to65,000 employees. Developed and delivered training to all front-line teams.• Technical project manager and developer for several web applications.• Received 9 SPOT and 2 PRIDE Awards – outstanding performance recognition from managers, peers andcustomers, Award of Merit 1997, 1998