Janice Adams Email & Phone Number

North Royalton, Ohio, United States

Primary customer facing role responsible for customer success through the management of program deliveries and strong customer relationships. The prevailing business priority is the customers' success adoption and productive use of Microsoft technologies. Enable customers with their digital journey and empower them to achieve more!

Client success leader and strategic business partner for two key Kaiser organizations supporting Care Delivery and National Facilities portfolio with all aspects of IT infrastructure service delivery. Maintained executive (VP and SVP) relationships between clients and IT Operations ensuring overall customer satisfaction and strategic alignment. Trusted client advocate for IT goals, business strategy, enterprise programs, infrastructure projects, and operational excellence. Managed cross functional team including relationship managers, engineering, IT demand manager, vendor, and portfolio managers to provide clients with business-critical IT solutions to maximize value, stability and reduce costs.  Established strategic partnership with business, consulting as a thought leader to influence progressive initiatives including an enterprise imaging system and NextGen medical office.  Built strong relationships at all levels of the organization by effectively collaborating with our IT partners in application support services, technology risk management, and end user services.  Drove adoption of the latest emerging technologies to increase customer satisfaction for Care Delivery and National Facility Service portfolio supporting hospitals and medical clinics across 8 states. Achieved successful outcomes for client’s priorities and company’s IT mission including adoption of IT standards for security systems to eliminate shadow support, as well as, expediting clinical communication systems for Covid priorities.  Inspired leader supporting special programs including lifecycle management, backup compliance, cloud adoption and employee recognition. Facilitated service delivery cost review for client organizations and recommend changes to drive affordability. Secured a region with $1 million in telecom billing errors due to enterprise contract rates.

Managed strategic initiatives to improved support operations through IT maturity, on-demand provisioning, operational run books, training, data modeling, cost analysis and evolve service quality. Remediation leader for blade and virtualization consolidation. Improved on-demand server provisioning process. Reduced server capital investment by 35% with supply/demand scorecards to manage inventory and reuse.  Achieved 60% virtualization adoption for new incoming servers. Managed lost sales metrics to drive accountability for adoption rate of preferred technology.  Improved costs through vendor strategy and reduced hardware cost 25% beyond RFP terms.  Drove enterprise VMware operational assessment, reducing mean time to resolution with customized VMware/HP training. Wrote data center cost analysis including space, power, and cooling to support demand strategy. Self-funded membership to Rock Hurst University when training budget eliminated. Coached key concepts to peers to improve leadership, team building and communication.

Pioneered Hosting Service Owner from platform manager role to improve quality of entire hosting solution including storage, network, and UNIX technology. Drove IT maturity in priority areas, held client campaigns to maximize benefits from technology and developed quality metrics scorecards to drive service improvements. Held Voice of the Customer sessions to learn priorities of the business, pain points and communication preferences. Improved management of clients’ expectations, building long-term relationships as a client advocate.  Developed Application total cost of ownership (TCO) service, enabling clients to understand and reduce IT costs by leveraging current technology solutions.

Promoted to first platform manager in enterprise support division over server and workstation environments. Set precedent for network and midrange roles building job descriptions and active with future hires. Managed $20-30m cost centers including capital, infrastructure product licenses and maintenance. Established Microsoft security patch emergency process with criticality rating, communication, and deployment. Executed emergency simulations including engineering, product owners, vendors, and auditors. Mitigated risk managing corporate security audits, local account elimination and quarterly recertification for Sarbanes-Oxley (SOX) compliance. Maintained vendor relationships and managed contractors. Realized savings of $6-10 million annually in assigned cost centers driving down total cost of ownership. Active with enterprise license agreements, server RFP, executive briefings, technical standards, and support requirements. Managed corporate-wide File Migration program to success after years of failed attempts. Led execution process changes eliminating 8 months and achieved 30% cost avoidance.

Managed technical resource team of 18 to meet high project demand, deliver consistent product and create efficiencies. Accountable for servers (Windows and Unix) operating systems, hardware and software including infrastructure products.- Improved projects’ speed to market by 40% by establishing standard process and playbook. - Reduced outages by 30% for new infrastructure environments with phased implementation and quality checkpoints. - Developed and executed large infrastructure conversions with success by proactive risk management.

Accountable for engineering, implementation and support of workstation and server environments. Certified HP servers, external storage systems, OS and back-up products. - Established first software distribution system for 15,000 clients including 300+ infrastructure and departmental applications with subsequent package upgrades.- Enterprise backup stabilization project with campaign presentations to 100+ audiences. - Implemented centralized management for all servers over 5 states with off-site tape storage, media rotation, alerting and quality metrics.

Education record

Associates Of Applied Business Degree, Data Processing