Heather Mcallister Email & Phone Number

Redmond, Washington, Us

Bryn Mawr, Pa, Us

Develop and manage the project plan Ensure the project meets deadlines and is completed within budget Coordinate the vendor selection process, as needed, for solutions and services Review contracts and support vendor negotiations Coordinate the design, build, migration, testing, training, communication, and overall change management associated with the project Manage risk, scope, opportunities, and resources associated with the project Provide management and executive reporting on project status including cost, schedule, activities, milestones, and risks

Boston, Massachusetts, Us

Execute the Incident Management process tasks in adherence with local requirementsIT Service Management / ITIL functions including but not limited to areas such as incident management, problem management, change management, configuration management, & service level managementSupports Incident & Service Request Management reporting (KPIs and customer SLAs)Responsible for handling P1 & P2 incidents and escalating to the global Critical Incident Management team when it becomes a Critical IncidentResponsible for partnering with BRE’s and local and global IT resources for development and implementation of solution roadmaps and to ensure successful introductions across the organization and with customersProvide recommendations on desired policies and goals and implement new/revised programs according to established guidelinesResearch new solutions while evaluating the efficiency of current solutionsVoice of IT back to the business - relay IT performance within the region against target SLAsCollaborates internally & externally with IT Senior Leadership Team, North American P&L Leaders, North American Business Teams, IT Service Desk and Desktop Support, IT App Support & Infrastructure Groups, Issue Escalation, Shared Services Providers

Chantilly, Va, Us

Service Delivery Manager• Acting deputy to Director of End User Services, managing the team when director is out of the office.• Lead corporate IT and Business Services Change Advisory Board (CAB), ensuring critical information is captured• Follow-up on results from CAB and monitor any incidents occurring as a result of changes, linking the incidents to the change items• Facilitate corporate IT Engineering Review Board (ERB) ensuring it is closely tied to changes taking place at CAB• Ensure proper documentation is processed through ERB prior to changes being submitted to CAB• Communicate with IT operation teams to ensure continued process improvement to CAB and ERB• Work closely with entire ERB and CAB to ensure process is followed consistently within all IT operation teams• Provide technical direction and guidance to the Service Desk staff on problem resolution workflows. This includes creating workflow templates, reviewing and/or modifying Service Level Agreements as necessary• Provide technical support and troubleshooting services to end-users who need assistance and escalate requests as necessary• Track status requests and provide routine progress updates to the customer; and follows up with the customer on the resolution of ticket for completeness/quality and satisfaction• Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found• Coordinate training requirements for Service Desk personnel• Solve problems and makes decisions on a daily basis relative to Service Desk responsibilities• Ensure that effective Service Desk representation takes place for the coordination of work processes and projects with groups within the Office of the Chief Information Officer

Chantilly, Va, Us

IT Sourcing ManagerUse analytical and project management skills to document business requirements, identify critical issues and execute action plansPrepare and analyze System Center data to provide recommendations and actionable metrics on incidents, service requests and software usageOversee the management of a $11.4M corporate IT hardware/software purchase and maintenance budget Coordinate with IT, Contracts, Procurement and Finance for all purchases and renewals Review software licensing, license UseRights (entitlements), Statements of Work and Requests for QuotesConsolidated licenses with the acquired company, ensured adherence to the corporate disclosure statementControl licenses and monitor usage for all corporate owned software, preforming annual re-authorizations for high dollar value productsAct as liaison to 20+ vendors by evaluating and negotiating pricing, contract renewal terms and new purchasesRun corporate IT and Business Services Change Advisory Board for multiple networksWork with stakeholders and management to ensure continued process improvement of Microsoft System Center 2012

Chantilly, Va, Us

IT Vendor and Asset Management Lead Lead Microsoft System Center 2012 integration project, integrating business areas previously not utilizing a ticketing system and programs with independent Service DesksManage a $11.4M corporate IT hardware/software purchase and maintenance budgetCoordinate asset management and inventory 4000+ corporate assetsFacilitate corporate IT Engineering Review Board (ERB) ensuring it is closely tied to changes taking place at CAB Oversee 100+ corporate software products and license managementAct as liaison with vendors to negotiate pricing, contract renewal terms and new purchasesEstablish an improved corporate process to facilitate new hire and exitsLead a team to determine services consolidation during the integration of QinetiQ North AmericaEstablish an Asset Management process to integrate QinetiQ North America’s IT assets into the established Asset Management Tool

Asset Management Lead (2013 - 2015)Lead Microsoft System Center 2012 upgrade projectManage a $3.5M corporate hardware/software maintenance budgetPlan and monitor the maintenance budget reducing the budget by $500KManage all corporate assets, vendors and contracts Run corporate IT and Business Services Change Advisory Board, ensuring information is captured and outcome is recordedReinforced the change methodology to team, leading by example and demonstrating benefits of change managementCreated a new standard for change management and adopted corporate policy, in addition streamlined the templates and developed a more efficient process for tracking changes and activities associated with them.Educated the IT business team on change management, resulting in consistent practices.Establish and manage software license tracking Conduct full corporate asset inventory of 4000+ laptops and desktops Service Desk Lead (2012-2013)Create Dashboards to accurately display status against SLAs, status/age/location of company assets and maintenance budget Work with Service Desk Tier 1 Support to ensure training and knowledge of our products and basic troubleshooting Hold meetings to with Service Desk and Tier 2 teams to ensure tickets are within the SLAs Review updates and patches available for Service Center and present changes to review board Work with other teams and users to improve Service Desk processes Act as liaison between a subcontracted organization (our Tier1 Service Desk) and the SI to ensure that contractual obligations are being met and that we are staffed appropriately Provide daily status on the Service Desk call volume and response time Evaluate and ensure we are staff properly Work with Asset Management team to establish a process to ensure corporate assets are accurately tracked when employees enter, move or exit

Service Desk AnalystDevelop complex new tools to replace or improve on existing tools used company wideParticipate in Trade Studies to evaluate and test software that will be purchased and distributed to all employeesDevelop SharePoint sites and utilize SharePoint designer to customize sites based on the needs of specific usersIntegrate other Microsoft Office tools into SharePoint to create a user friendly experienceAssist in interviewing other potential employees to provide helpdesk supportCreate new user accounts, unlock accounts and reset passwords on Windows Server as well as reset passwords on Unix ServersBack-up and restore deleted data for various Unix ServersAct as Helpdesk support for multiple systems and troubleshoot technical problems as they are reportedActively participate in creating a Service Desk to provide full scope support to all users in the company

Bethesda, Md, Us

Collect, organize and track pertinent portfolio and asset information to the Business Development organization utilizing a variety of tools (Unity, shared drives, Enterprise Action Item Tool, etc.) to compile information across all EIG Business Areas into one central functionManage EIG Business Development opportunities utilizing OTIS (proprietary opportunities tracking system) to reflect changes in resources and budgets needed, review milestones, etc.Develop Unity Surveys and Lists, Excel Spreadsheets and other tools to identify risk and opportunity and determine funding for strategic initiativesUtilize social networking tools to encourage collaboration and establish open dialogues across project responsibilities / programs / all of EIGOrganize and manage New Ventures process for the BD organization and EIGTrain employees on advanced technologies in the Steinmetz Room (innovative 6 screen conference center) and various other tools available for useProvide technical and logistical support for high tech conference rooms and collaboration systemsOrganize and manage Kaizan Events and process improvement activities to determine how to better utilize Lockheed Martin and EIG business and technical assetsCoordinate conferences, facilities and technologies needed across Valley Forge and remote campuses for strategic EIG initiativesUtilize Staffing Tools (Brass Ring and Grid) to search for New Hires, job matches for current employees and tracking of staffing for multiple projects Verify software cost, need and availability to provide cost estimate of required items after divestiture (stretch assignment with IT transition team)Perform all traditional Administrative Assistant roles and responsibilities

Bethesda, Md, Us

Lockheed Martin – P.O. Box 8048, Philadelphia, PA 19101Utilize Staffing Tools (Brass Ring and Grid) to search for New Hires, job matches for current employees and tracking of staffing for multiple projects Create and utilized financial (Mars) systems to monitor and manage project assets and budgetOrganize, tracked and consolidated pertinent information for my primary group, other programs and IRADSDevelop and manage a tracking system for all OASIS capital assetsProvide formal instruction through a Brown Bag to colleagues and management on the setup and use of Unity Sites, as well as informal instruction on an as needed basisLead on numerous collaborative (Unity) development initiatives and maintenanceGive formal instruction for company run training programs (Intern Professional Development and Ethics Training) Created and updated a guides online and in brochures for New Hires to ease their transitionTake on extra stretch assignments working for the Chief Technology Office and OASIS, as well as extra responsibility in Mission Analysis & Innovation GroupPerform all traditional Administrative Assistant roles and responsibilities

Millersville, Pennsylvania, Us

Give informal instruction to colleagues on the use of Moodle (a school authorized collaboration site for both teachers and students)Determine the formatting needed and reformatted Social Studies Unit tests so they could be uploaded to Moodle for the Social Studies department to useCreate assignments on Moodle to help students improve on research, writing, reading, and collaboration skills Use Power Point, Excel and iMovie to creatively present information to studentsTeach United States and World History to 2 different learning levels keeping all students engaged

Millersville, Pennsylvania, Us

Work with 4 other coaches to implement a skills development program for players to utilize from elementary school thought the high school (with the plan of developing them into potential college playersWork with an assistant of Olympic Team in a clinic designed to improve students skills starting with the basics

Millersville, Pennsylvania, Us

Instruct athletes in the basics through advanced skills of softballWork with other coaches to learn from their experiences and improve my knowledge of the game

Millersville, Pennsylvania, Us

• Work in a variety of different subject areas teaching students based on the lesson plans that the permanent teacher left

Work in a variety of different subject areas teaching students based on the lesson plans that the permanent teacher left

Master Of Professional Studies, Homeland Security - Information Security And Forensics Option

Graduate Certificate, Information Systems Cybersecurity Certificate

Bse, Secondary Education Social Studies – History Option