Ilanit Benor, Pmp, Ssm Email & Phone Number

Catonsville, Maryland, United States

As the Engagement Manager, I lead our managed services operations for a large Service Desk. I leverage my Service desk leadership experience to meet our stakeholders' needs by utilizing our metrics to improve the quality of service we provide to our customers.

Rockville, Maryland, United States

Rockville, Maryland, United States

Rockville, Maryland, United States

Responsible for coordination and completion of projects on time within budget and within scope. Oversees all aspects of projects. Set deadlines, assign responsibilities and monitor and summarize progress of project. Prepare reports for upper management regarding status of project. Worked with staff to elicit and translate requirements into technical requirements for programmers to develop audit software in SQL for CMS case reviews. Creates documentation for an existing system, updates processes for efficiency and usability. Identifies and mitigates risk. Guides programmers to define and improve technical requirements while adhering to CMS policies.

Towson, Maryland

Led the setup of level 3 Service desk including but not limited to the creation of Workflows, Use Cases, Knowledgebase, and Standard Operating Procedures. Oversaw all service desk operations. Led, managed, and scheduled service desk agents. Managed/Monitored call intake, customer service, and escalations/resolutions in ServiceNow and Jira. Coordinated with development teams, business analysts and management who were part of the solution. Led all Change Management efforts in ServiceNow and Jira. Worked with Teams after implementation in case of any issues. Followed up with customer satisfaction issues and user-feedback responses. Monitored/Analyzed call performance and problem resolutions. Continually looked for and incorporated process improvements. Created and delivered periodic service desk reports providing quantitative metrics. Tracked and reported on Key Performance Indicators (KPIs). AdHoc reporting – based on customer/partner requests. Took the lead managing any large service outage situations, standing up outage conference bridge calls with partners and provided regular updates to the customer. General oversight, supervision, and delegation.

Baltimore, Maryland Area

Researched and resolved issues regarding the integrity of data flow into databases. Recommended operational improvements based on tracking and analysis. Worked with both large and small companies to implement the use of asset management software. Configured Database functions to meet customer needs. Assessed the impact of current business processes on users and stakeholders. Developed User and Technical Manuals

Baltimore, Maryland Area

CMS Contract - Created workflows flows to track processes. Frequently review existing quality assurance manuals and policy standards to ensure compliance with Internal and government standards. Evaluated Help Desk staff for performance, knowledge, and adherence to HIPAA and company policy. Audit phone, e-mail, and ticket quality/efficiency to improve staff performance and training. Develop and direct instructor-led and computer-based trainings on a monthly basis. Created and updated Standard Operating Procedures based on best practices, company policies, Medicare standards, and HIPAA requirements. Led end user testing for healthcare applications. Analyzed and delivered weekly reports to executive leadership for staffing and logistics planning.

Baltimore, Maryland Area

Managed 28 computer lab including set-up, troubleshooting, connectivity issues, software and hardware upgrades, taught Microsoft Office in the classroom and online, taught SQL programming language and foundations of technology. Taught and certified students in Help Desk skills courses.

Linthicum, Md

Provided support to users of major software systems throughout the world. Managed User Accounts in AD for internal and external users. Provided online training for security. Software, and device activation. Solved repair and support tickets in a web-based support system. Created technical documents and user manuals

Provided support to users of a web-based customer relations management database system. Implemented user acceptance testing with a focus on documenting defects and executing test cases. Performed competitor bench marking analysis and identified savings opportunities and potential product enhancements. Research and resolved issues regarding the integrity of data flow into databases

- Trained all users on Microsoft office products.- Created User Guides for Kiosks used on location at Goodwill Retail Sites.- Wrote curriculum for training program.- Created curriculum and trained upper level management on company software.- Set up Kiosks for use by people seeking work and public services in Goodwill Retail Sites.- Developed a set of metrics derived from raw company data to track improvements in organizational efficiency.

- Managed client databases case histories, billing, correspondence (reports), and collections.- Created and updated procedures and users manuals.- Supported users in a Windows XP/MAC environment and Microsoft Office 2000, 2003 as well as MS Office for MAC.- Created process for billing law office clients and storing information in database.- Documented business processes and analyzed procedures to see that they would meet changing business needs.

- Collaborated with team to build financial aid program and provide funding to lower income members.- Initiated seasonal programs to drive and support membership along with soliciting new memberships.- Provided information for members regarding programs offered by the facility.- Identified marketing programs that were most successful in bringing new members.

- Wrote Investigators' database in Access used by Judges throughout the state and trained all users.- Wrote users' manuals, Updated software periodically.- Created Microsoft Office class curricula and taught courses for Corrections Department staff.- Trained Prison Wardens on Computer systems.- Recommended software and hardware upgrades for the Department.- Worked with business consultant to streamline processes and reduce redundant functions within the training unit. - Developed standardized forms used for tracking data presented to congress for grant funding.

Bachelor'S Degree, Education

A.S., Computer Network Systems, Gpa 3.7

Activities and Societies: National Technical Honor Society

Education record

Bachelor'S Degree, Education