Dana Molloy Email & Phone Number

Raleigh, NC, US

Raleigh, NC

Raleigh, NC

AccomplishmentsNovember 2016 - Roll out of Service Now and ITIL Incident Management and Request Fulfillment processesMay 2017 to September 2017 - Conversion of enterprise from Exchange to Office365 serversJanuary to Current - Conversion of enterprise from Office2010 to Office365 application suiteOngoing - conversion of enterprise to Windows 10.November.

Raleigh, NC

As a Business Relationship Manager for the City, I acted as the advocate in IT for my client departments. Supporting our Public Utilities, Finance and Development Services Departments, I would help shape their technology advancements by reviewing work processes. I gathered requirements and researched solutions that would fit their needs.

• During my first tenure as the CSC Manager, I refocused the support team and established the procedures for our newly created ERP help desk.Manage the day to day operation of a 4 member Tier 1 and Tier 2 service team to.
• Direct staff, including hiring and firing, to meet all customer needs.
• Provide ownership for all work orders to supply a single point of responsibility.
• Review and prioritize all work orders to ensure issues are handled appropriately.
• Monitor escalated work orders to guarantee timely completion.
• Generate weekly KPIs to ensure targets are met.

• Directed support staff, including hiring and firing responsibilities, to ensure the smooth running of a 600 plus customer help desk.
• Managed maintenance billing process with annual revenue of $1.4M.
• Reconciled 2000 line database bill worth $500K annual with internal records to verify accuracy.
• Responded to customers’ escalated issues to ensure their satisfaction.
• Established standards and procedures to increase turnaround time and customer satisfaction in programming financial forms.
• Collaborated with sales force to provide a point of contact for solutions for customers’ needs.

• Troubleshot and resolved hardware, software and procedural problems for 185 retail stores.
• Served as primary liaison between store management and corporate MIS personnel.
• Reviewed daily sales data uploaded, ensured accuracy and reconciled discrepancies.
• Maintained and monitored the movement and repair of $4M POS equipment inventory.
• Promoted from POS Coordinator position.

A small independently ran chain of three theaters in the Tidewater area of VA, Century Theaters owned the last operating drive-in in Tidewater.

Ba, History

I earned a B.A. in History.

Bachelor Of Arts (Ba), History