Heather Mcallister Email and Phone Number
Redmond, WA
Heather Mcallister's Location
Royersford, Pennsylvania, United States, United States
Heather Mcallister's Contact Details
Heather Mcallister work email
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Heather Mcallister personal email
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About Heather Mcallister
Heather Mcallister is a Customer Success Account Manager at Microsoft at Microsoft. She possess expertise in workday, itil certified, requirements analysis, sharepoint, requirements management and 46 more skills.
Heather Mcallister's Current Company Details
Microsoft
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Customer Success Account Manager at Microsoft
Redmond, WA
- Website:
- microsoft.com
- Employees:
- 10
- Company phone:
- 0124 415 8000
Heather Mcallister Work Experience Details
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Customer Success Account ManagerMicrosoft Jan 2021 - PresentRedmond, Washington, Us
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It Project ManagerBryn Mawr Trust Mar 2020 - Dec 2020Bryn Mawr, Pa, UsDevelop 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 -
Regional Service Delivery Manager - North AmericaIron Mountain Oct 2018 - Nov 2019Boston, Massachusetts, UsExecute 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 -
Systems Analyst Technical SpecialistVencore Inc. Feb 2017 - Oct 2018Chantilly, Va, UsService 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 -
Systems Analyst IvVencore Inc. Jun 2015 - Feb 2017Chantilly, Va, UsIT 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
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System Analyst IiiVencore Inc. Jan 2015 - Jun 2015Chantilly, Va, UsIT 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
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Computer System AnalystThe Si Organization, Inc. Mar 2012 - Jan 2015Asset 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 -
Systems Engineer AssociateThe Si Organization, Inc. Nov 2010 - Mar 2012Service 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
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Senior Administrative AssistantLockheed Martin May 2009 - Nov 2010Bethesda, Md, UsCollect, 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 -
Administrative AssistantLockheed Martin Sep 2007 - May 2009Bethesda, Md, UsLockheed 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
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TeacherPenn Manor School District Sep 2004 - Aug 2007Millersville, Pennsylvania, UsGive 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 -
Field Hockey Assistant CoachPenn Manor School District Sep 2004 - Jun 2006Millersville, Pennsylvania, UsWork 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
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Softball Assistant CoachPenn Manor School District Sep 2004 - Jun 2006Millersville, Pennsylvania, UsInstruct athletes in the basics through advanced skills of softballWork with other coaches to learn from their experiences and improve my knowledge of the game
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Substitute TeacherPenn Manor School District Feb 2004 - Jun 2005Millersville, Pennsylvania, Us• Work in a variety of different subject areas teaching students based on the lesson plans that the permanent teacher left
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Substitute TeacherSubstitute Teacher Service Feb 2004 - Jun 2005Work in a variety of different subject areas teaching students based on the lesson plans that the permanent teacher left
Heather Mcallister Skills
Workday
Itil Certified
Requirements Analysis
Sharepoint
Requirements Management
Systems Engineering
Customer Success
Cloud Services
Vendors
Production Support
It Audit
It Sourcing
Data Analysis
Itil Process
Troubleshooting
Configuration Management
Sourcing
Strategic Relationships
Vendor Management
Process Improvement
Drive Results
Visio
Microsoft Office
U.s. Department Of Defense
Maintenance
Program Management
Microsoft Excel
Testing
Itil Process Implementation
Asset Management
It Operations
Change Management
Professional Services
Customer Service
Servicenow
Security Clearance
System Center 2012
Business Process Improvement
Continuous Process Improvement
Service Level Agreements
Si
Project Management
Itil V3 Foundations Certified
Written Communication
Dod
Service Delivery
Integration
It Asset Management
System Architecture
It Service Management
24x7 Production Support
Heather Mcallister Education Details
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Penn State UniversityHomeland Security - Information Security And Forensics Option -
Penn State UniversityInformation Systems Cybersecurity Certificate
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Millersville University Of PennsylvaniaSecondary Education Social Studies – History Option
Frequently Asked Questions about Heather Mcallister
What company does Heather Mcallister work for?
Heather Mcallister works for Microsoft
What is Heather Mcallister's role at the current company?
Heather Mcallister's current role is Customer Success Account Manager at Microsoft.
What is Heather Mcallister's email address?
Heather Mcallister's email address is he****@****ore.com
What schools did Heather Mcallister attend?
Heather Mcallister attended Penn State University, Penn State University, Millersville University Of Pennsylvania.
What skills is Heather Mcallister known for?
Heather Mcallister has skills like Workday, Itil Certified, Requirements Analysis, Sharepoint, Requirements Management, Systems Engineering, Customer Success, Cloud Services, Vendors, Production Support, It Audit, It Sourcing.
Who are Heather Mcallister's colleagues?
Heather Mcallister's colleagues are Dan Armistead, Mike Wanger, Thabseera T, Diego Gomez, Gigi Becali, Moriba Touray, Moveinepic Infiniti.
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