Doris Jackson Email & Phone Number

Greensboro/Winston-Salem, North Carolina Area

Served as Culture Navigator for region North America to promote our Values (Customer Success, Performance, Trust, Passion, Change). Partnered with Human Resources and the host management to promote culture initiatives. Actively participated in global Culture Navigator network forums to drive our wanted culture. Actively contributed to developing methodology/toolbox for the wanted position surrounding culture. Proven experience in leading, developing and coaching people through Emerging Leaders

Managed a team of 15 SAP Consultants, with focus on prioritization of issues/activities and handling day-to-day business. Provided Professional services according to Information Technology’s organizational demand to drive delivery efficiency. Responsible for project assignment staffing and quality (on boarding, competence development, assignment satisfaction) surrounding SAP Master Finance, Master Data, Finance, Master Invoice Verification, SAP HR Benefits, Supply Chain Mgt. & Customer Relationship Management. Provided Operational planning according to budget and Key Performance Indicators targets and ensure fifteen (15) SAP resources adhere to methods, tools and processes. Secure that SAP Technology & Solution Consultants performs, in line with the SAP Consulting strategy, the SAP Consulting competence & career model and individual preferences.

Generated pre-requests and requisitions in Enterprise Buyer Desktop for IT consultants. Requested userids for consultants by completing the People Information Management (PIM) form. Managed and posted Goods Received on a weekly basis based upon Cross Application Tracking System (CATS) entries. Investigated blocked invoice issues resulting in unpaid invoices & entered Change Requests against the appropriate PO to release. Conducted annual Purchase Order renewals for IT consultants within Infrastructure & Operations, Application Delivery, Telematics and End-User-Services. Maintained adequate data pertaining to IT consultants such as: start date, cost center, name, bill rate, hiring manager, termination etc. In addition, ordered new hardware as required for IT resources. Collaborated with IT Business Controllers and suppliers to ensure IT consultants data and time reporting was accurate for invoice processing.

Cleansed IT Enterprise Buyer Desktop borgs for Site North America. Supported the setup of Non-Automotive Parts & IT suppliers in Parma. Coordinated the efforts of training and supporting the Purchasing Support Center Migration. Supported investigation of contract alerts via Vesa. Monitored fumctional IT Purchasing mailbox for new request. Reviewed contractual terms and conditions for preferred suppliers. Driven to improve and get things don

Managed the Technical Consulting Services resource pool in Global I&O for staffing projects and resource requests in an efficient and optimized way. Collaborated with ten (10) Volvo Information Technology managers and Site Group Manager to provide resources for all Infrastructure & Operations projects utilizing competences from Technical Consulting Services & other sources such as: Global Infrastructure & Operations functions, other Volvo IT areas or external consultancies. Served as IT Project Manager to plan, organize, motivate and control resources, procedures and protocols to achieve a desired goal in a fast-paced and stressful environment. Served as IT Project Manager for the Unified Diesel (UD) Trucks project, which resulted in the relocation of servers from Irving, Texas to Greensboro, N.C. Completed the entire setup under budget and in three (3) days under the anticipated timeline of one week. Reducing downtime by 50%. Proven experience in planning, organizing, coordinating and multi-tasking. Critical ability to coordinate and balance multiple project in a time-sensitive environment.

Managed forty (40+) help desk analysts cross-functionally that troubleshooted issues for external applications (Volvo, Mack, VCE & Penta) in fast paced, stressful and multi-tasking IT environment.  Managed 40+ analysts after “follow the sun” merger; increased productivity 15%. Fostered a culture of customer service, quality and continuous improvement operations with 95% availability rate, 90% resolution and < 3 calls transferred. Implemented strategic processes to aid employee development through training, coaching, increase customer service, increase KPIs and expand local and global exposure. Changed the viewpoint from “Helpless Desk” to Help Desk and increased initial call closure rate by 10%. Provided strategic leadership to ensure best-in-class service was provided to our customers. Collaborated with internal stakeholders, engaging our customers and external partners to identify gaps or deficiencies, and recommending solutions to solve business problems while mitigating security risks by 10%.

Managed help desk resource planning to determine the optimal mix of resources for activities to drive maximum efficiency. Coordinated all help desk training and ensured top talent was hired and retained. Identified any on-going sales needs with our clients, changes in service needs, processes, procedures, and performance metrics. Managed 20+ help desk analysts in handling challenging callers, resolve conflict resolutions and issues. Managed the collection and reporting of help desk calls and ID Administration statistics for planning purposes and distribution to management. Managed user ID’s and passwords for 150,000+ AT&T employees both in NT & UNIX. Provided support for 64 total applications including 32 proprietary software applications comprised of 28 legacy systems, 2 ERP systems, 1 Enterprise Reporting tool, and 1 CRM tool. Achieved and increased Customer Satisfaction rating from 89% to 95%. Implemented strategic processes that increased help desk first call successful closure rate from 88% to 97%. Managed inbound/outbound application support help desk for client servicing 300,000 strong workforce.