Dawn A. Kidd Email & Phone Number

Bellbrook, Oh, Us

United States, Us

Cambridge, Cambridgeshire, Gb

Overall accountability for delivery of Infrastructure, Operations, Customer Support, Cyber Security, and all End Users services. Provide technical and people leadership to on-site IT resources, vendors, and Global Capability teams. Design and Implement Service Improvement Plans to increase customer experience and drive operational efficiency. Balance tactical and strategic objectives while not impacting pharmaceutical production. As part of the leadership team, collaborate with business partners, program management, architecture/engineering, suppliers and global matrixed teams.

Tampa, Florida, Us

Transformed a major bottling company with a complete infrastructure refresh including Datacenter, End user, Network and Server environment. Implemented a new Managed Services Agreement including the Service Desk. Established client relationship including all communication and account governance to include financial, metrics and operational reporting. Assisted client with all contract management for vendor relationships and service improvements for strategic business goal achievement with the new services. Identify growth opportunities and have overall P&L responsibility.

Global, Us

Led a global team of 36 ESM architects in business development activities, creating comprehensive solutions to meet client requirements and achieve business goals. Oversaw Operational and Transition Statements of Work and associated cost models, identifying return on investment. Developed technical architecture design and approval process for ESM initiatives, with focus on managing demand, access, and IT service capacity. Designed strategies for incident, event, problem and change management. Taught best practice class for all architects in North America. Collaborated with Solution and Product Development teams on design of customer solutions. Coordinated with Transition and Delivery teams to ensure seamless delivery of ESM service offerings and resolved issues related to service offerings. Mentored staff to achieve optimal performance. Managed creation and maintenance of ESM collateral materials to support sales team.

Global, Us

Managed infrastructure and application layer changes within the key Reynolds & Reynolds client account. Transitioned client from a support organization to a managed services model with monthly metrics for all functional program areas. Managed business relationships to ensure client satisfaction and completion of contractual SLA deadlines for metrics and root cause analysis. Trained CSC and client personnel in change management procedures and monitored compliance with procedures. Maintained CA Unicenter, CA eTrust, and associated products within the computing environment and implemented Unicenter Remote Control feature to enable CSC Helpdesk. Managed software licenses and coordinated automatic software delivery of security, OS, and software patches. Coordinated incident and event management throughout the computing environment. Ensured adequate computing resources to meet user demand.

Managed multi-million IT budget and led a staff of 12 NT system administrators to manage enterprise IT system. Managed and maintained 140 NT and W2K servers with 99.98 percent uptime. Evaluated system capacity and planned for future needs to maximize system efficiency.

Mba, Mba

Associate Of Applied Science, Computer Science

Bachelor Of Science (B.S.), Management Science/Statistics