Joan Wright Email & Phone Number

Alpharetta, Georgia

• Manages a staff of 250+ Desktop technical support individuals covering both national and international users.
• Responsible for providing guidance, assistance, coordination, and follow-up on customer reported issues ensuring all issues are tracked and brought to conclusion, within stated SLA's.
• Manages a $15m+ application portfolio.
• Identifies opportunities to implement organizational and operational changes created by business needs and improve the delivery of service
• Manages resources aligned to a portfolio of business applications in a way that promotes and sponsors the finding and removing of root causes of constituent dissatisfaction.
• Manages a staff responsible for the planning, evaluation, implementation and communication for business system changes and breakage including: accountability for the delivery of Service Requests for each release across.

Greater Atlanta Area

• Ensure program goals/milestones are successfully achieved including all critical program and project deliverables.
• Manage constraints of performance, cost, and time to successfully deliver the project goals and milestones.
• Manage project teams, set priorities, resolve issues, and ensure project goals and requirements are met.
• Resolve project roadblocks/conflicts by identifying win-win solutions and selling to the customer.
• Monitor team progress by addressing issues, concerns and coaching as needed.
• Understand and represent business’ needs, and assists business in understanding IT processes, and procedures.

Greater Atlanta Area

• Managed team of individuals responsible for monitoring network systems across the region – integrated with Incident and Change Management
• Managed publishing of statistics for operational status of systems to Clients
• Conduct weekly briefings to upper management on system status and remedial actions
• Create SLA agreements between Clients and IT
• Assist in development of support model and documentation for troubleshooting problems from HelpDesk level to Tier 3 internal and external network personnel

Greater Atlanta Area

Manage a team of 5 technical leads. Overall manager for Incident and Crisis Management. Monitors infrastructure environment availability to minimize / prevent downtime. Assess and track issues to determine trends and root cause analysis. Notification to upper management and user population on status of all impacting system issues. Distribute reports.

Bachelor Of Arts (B.A.), English/Mass Communications

Activities and Societies: Who's Who in American College Students, Gospel Choir, ROTCCommissioned as a 2LT in the United States Army Signal.

Master Of Business Administration (M.B.A.), Businesss With Emphasis In Information Technology And A Master'S Level Certification In Hr

Certification, Information Technology

Mangement Information Systems Master's certification - Heidelberg, Germany campus