Cheryl Hicks Email & Phone Number

Reported to Director of Enterprise Customer Support (2005-2015)Reported to Director of Enterprise Information Security (2015-2017)• Responsible for leading a diverse team of 16 tasked with provisioning user accounts, globally and managing software assets at corporate headquarters• Responsible for SOX audits of user accounts on network on global basis• Acquired IT Assets Management team then lead the team in managing IT assets for Corporate employees; driving process improvement• Transitioned IT Assets team to a software-only focus with audits and compliance as priorities• Advanced new security awareness program leveraging internal website, promotion items, developing video shorts to get the message across by making it ‘info-taining’• Initiated and lead projects to improve customer experience and process improvement for the onboarding process within the ServiceNow application• Implemented a new schedule for the team members supporting the business in the APAC region by changing their workweek to Sunday through Thursday to match the workweek for that region, providing better support and customer service• Partnered with Portfolio Manager to ensure budget for the my team was on track, leveraging the Planview application for time tracking to appropriate codes and resource forecasting• Initiated the movement to automate the provisioning processes wherever possible, working with little or no budget• Performed general management duties such as: performance reviews, timesheet compliance, coaching, addressing personnel issues with my HR Business Partner, etc.

Pleasanton, Ca

Reported to Manager of Information Security Services• Responsible for leading a diverse team of 8• Implemented a global standardized onboarding process for requesting employees’ access to the company network• Developed Service Level Agreements to meet business needs while maintaining security and audit compliance• Developed policies and procedures related to SOX controls for user accounts• Continuous review of processes to ensure compliance and efficiencies to meet business demands

Pleasanton, Ca

Reported to Manager of Technical Support• Coordinated with other IT teams, the provisioning requests for new hires• Primary contact for all user accounts (network logon, email, and critical business application)

San Leandro, Ca

Reported to VP of Sales• Lead diverse team of 8 -10 Customer Service Reps (CSR) and other staff servicing a client base in the entertainment and corporate video industry. Key customers included MGM Home Entertainment, Columbia House, and New Line Home Video, generating revenue in excess of $150 million annually.• Worked closely with in-house production teams to successfully complete clients’ orders to meet time sensitive delivery to the retail market• Coordinated production forecasts and material arrival for production planning purposes.• Initiated cross-departmental training program for CSRs that resulted in improved relations between departments.

Held various positions within the 5 year period, including tape loader in a cleanroom environment, worked in Distribution dept. pulling and preparing orders for shipment using forklifts and other similar equipment, and was a Lead in the Packaging dept.

Masters, Organizational Management

Ba, Business Management