Garilynn Wollard Email & Phone Number

Burbank, California, United States

The Technology Transformation Office’s mission is to transform Technology and subsets of the business into high-performing, communicative, collaborative, self-managed teams.Our primary goals are:1. Increase engagement2. Increase client focus3. Improve continual innovationHere’s the plan to accomplish our goals:- Recalibrate our Journey through Agile Management (JAM), aka SDLC. In June, we will be launching JAM sessions which will highlight our “bright spots” in our efforts to adopt agile practices. As we become more agile, we will increase our productivity and quality as a team. As we increase productivity, we naturally will increase our job satisfaction. These will increase our innovation and “think” time and reinvigorate our passion for creating the absolute best products for our clients.- Measure performance, track our progress and set reasonable performance goals.- Reward and compensate teams for their ability to practice agile and for being Committed, Motivated and Flexible (CMF).- Meet with key stakeholders in other business units to proactively solve issues surrounding requirements gathering, cross-team communication and role clarity

Built a Premier Helpdesk with separate policies and procedures in two days to accommodate addition of 2000 employees.Managed and trained a team of 30 people including staff stationed in India and Texas. Developed plan for transferring Premier Support Helpdesk operations to Texas including cost/benefit analysis, projected cost savings of $360,000 for 2008.Selected helpdesk vendors for outsourcing. Worked closely with vendor to ensure smooth transition of responsibilities and provided necessary training/documentation.Managed 4 quality team members.Facilitated helpdesk training, reporting, quality monitoring, documentation, communication.Managed 3 escalation team members serving as a single point of contact for all customer kudos, escalations.Developed specialized Retail Lending Group support team project plan for improving employee efficiency. Team designed to perform site visits, complete system performance analysis, cost analysis, employee training, total issue remediation.

Built, implemented and managed a quality program that includes performance-based scoring system per analyst/group and detailed weekly/monthly metrics being reported to upper management.Supervised a team of 40 people. Responsible for training and improving overall customer service, communication and troubleshooting skills. Coordinated enhancements related to Helpdesk system performance issues with other departments in IT.Designed, implemented an automated daily Helpdesk customer survey which resulted in $11,520.00 cost savings per year.Research and identify areas of improvement for the Helpdesk and Desktop Support which resulted in improved customer satisfaction and inter-departmental teamwork. Implemented quarterly employee one-on-ones and weekly feedback sessions to discuss strengths, target areas of improvement. Improved overall quality scores of the Helpdesk by 25% in six months from 70% to 95%. Built a formalized, comprehensive, automated Helpdesk new hire training program.

Provided primary level technical support for SunAmerica enterprise computer systems including over 1400 computers, 400+ servers (Windows, Oracle, SQL, Unix, LANDesk, VMWare) and Mainframe.Administered account security setup and maintenance for domain in Active Directory, Exchange, Navisys, Sunview, Mainframe, Radius, Blackberry, and GoodLink.Oversaw and implemented effective troubleshooting and diagnostic activities, including a helpdesk knowledge base, for PC/laptop hardware, software, server, handheld, security, LAN/WAN issues.Implemented enhancements to call tracking software, Peregrine Service Center to improve efficiency and reporting.Worked with internal and external audit departments and business units ensuring adherence to all SEC compliancy rules and regulations.Conducted new-hire interviews and trained new employees for Client Services Analyst position.

Ba In Computer Science, Minor In Spanish And Math

Activities and Societies: Dance/Theater production, RotarAct

Education record