Joanne Mansur Email & Phone Number

Burlington, Ma

Lead workshops to align business processes with ITIL Best Practices, install and configure BMC Remedy ITSM 7.6.04 and 8.x ITSM Suites for multiple customers, develop customized Remedy workflow in support of customer business processes, develop and deliver customized documentation and training materials.

Client Systems Analyst• Project Management - develop project plans; coordinate projects; complete projects on time and budget; Communicate status; manage project team activities. Ability to successfully manage multiple concurrent customer engagements while remaining on schedule and within budget.• Improved customer satisfaction from 75% to 90% and reduced average time to close a case by more than four hours by developing automated workflow to incorporate industry best practices.• Manage direct and indirect resources to complete projects efficiently and effectively, bringing in 95% of projects ahead of schedule and budget.• Draft requirements documents and serve as liaison between IS Customer Services and its customers to manage customer expectations and relationships, improving customer satisfaction 15%.• Ensure business continuity by developing communication plans and disaster recovery plans with a cross-functional team, bringing project in ahead of schedule and 20% under budget.• Develop Service Level Agreements and Operational Level Agreements to ensure timely acceptable levels of service between both internal and external customers.

• Reduced mean time to close by more than six hours by redesigning of the HelpDesk policies and procedures.• Managed direct and indirect resources to complete projects efficiently and effectively, bringing in 85% of projects ahead of schedule and budget in a dynamic environment.• Developed policies and procedures to empower analysts to improve customer satisfaction; reduced ACD Abandoned Call Rate from 20% to 10% and improved First Call Resolution from 40% to 65%.• Served as liaison between the HelpDesk and other hospital departments to ensure their needs were being identified and satisfied, increasing staff retention levels from 25% to 75%.

Master Of Science, Project Management/Organizational Communications

Activities and Societies: Sigma Epsilon Rho Honor Society

Master'S Degree, Project Management/Enterprise Communications, Summa Cum Laude

Activities and Societies: Sigma Epsilon Rho Honor Society BSBA degree in Management Information Systems from Northeastern University.