Joyce Ryu Email & Phone Number

Providence, Ri

Hopkinton, Ma

• Business relationship manager/consultant to Dell’s Strategically Aligned Businesses (SABs) -- subsidiaries, and new acquisitions -- contributing to Dell’s top-line growth and corporate strategy by fully enabling SAB adoption of Dell Digital IT services• Responsible for Account Management, Business Development, Demand Shaping, Project Management, Business Readiness, and Customer Care; also, leverage Client Experience knowledge to proactively provide input into the development of service offerings, strategies, and standards.• Leverage cross functional business strategy to consult with SAB clients to identify needs and recommend Dell Digital IT services/solutions that enable and influence the business’s strategic vision; work with clients to develop business case, including high-level process analysis, identification of key gaps, approach options, and projected ROI; lead the integration efforts across a broad scope of IT services, including applications, services, and infrastructure

Southborough, Ma

• Member of Dell/EMC Integration Core team utilizing Voice of the Customer/customer journey mapping techniques to identify cross-company process issues and gaps resulting in poor employee experience; facilitated discussions to define problems, identify solutions and build road maps for roll out of short-term cross-company network and application access; implemented solutions to provide employees the access they need to perform their jobs• Co-program lead for End State Access program aligning multiple work streams to deliver long-term seamless network access across legacy Dell and EMC organizations and enable increased business/IT productivity and efficiency while reducing impediments to employee experience due to Dell/EMC segregated networks• Quality coordinator for End State Access program defining overall test strategy and overseeing multiple project managers to ensure adherence to plan with outputs including documented use cases/test scenarios, and coordination of global coverage

Southborough, Ma

• Facilitate team initiative to create a CIO Balanced Scorecard for IT leadership with a focus upon improved strategy execution capabilities; establish standardized KPIs and metrics across multiple service organizations in IT and work with the leadership team to define both strategic and operational metrics within each of the services• Drive quality planning and continuous improvement initiatives using structured problem solving methodologies, such as Lean Six Sigma and Agile Scrum; focus on corporate strategic alignment and KPIs/metrics, including quality, time to market, and operational efficiencies• Provide leadership and direction for cross functional alignment and optimization of both IT and business end-to-end processes; incorporate critical process compliance and governance where needed to support process optimization• Collaborate with external business partners to lead complex, cross-functional Kaizen workshops on large initiatives (e.g., EMC Onboarding, Offboarding, Talent Acquisition)• Run the Lean Six Sigma program for IT, which includes LSS certification training, coaching/mentoring, Kaizen facilitations, and oversight of LSS process improvement initiatives throughout IT

Southborough, Ma

• Led the IT Quality Services team and enabled IT to consistently deliver quality products and services through improved collaboration, adoption of standardized processes & best practices, and consulting expertise• Implemented the Quality Framework for IT solution delivery, establishing the Quality Partner role for quality audits of Enterprise initiatives and metrics reporting for performance tracking and continuous improvement • Facilitated Lean Six Sigma Kaizen events to improve IT delivery processes

• Responsible for driving sustainable, long-term business change by working closely with cross-functional business leaders to align processes, technology and resources with the strategic direction and growth drivers for the company• Identified critical change opportunities across the enterprise and led large, cross-functional improvement efforts including process redesign, requirements definition, business readiness, change management and ROI measurement, using best practice consulting tools and methodologies (e.g. Lean Six Sigma, consulting frameworks, etc…)• Measured KPIs, adoption metrics, and Return on Investment; conducted root cause analysis where projected business case benefits were not achieved• Conducted research to understand industry best practices for improving productivity and overall effectiveness; leveraged network of internal and external technology consultants to identify and collaborate on opportunities that drove competitive edge

Providence, Rhode Island Area

Springfield, Massachusetts

Norwood, Ma

• Developed and published best practice standards and improvement opportunities for interface and data management processes; consulted and educated Client Service and QA teams on service delivery models and data interface specific enhancements to improve delivery and implementations • Created and measured client retention and operational performance metrics via publication of monthly Client Health Scorecard; analyzed data for continuous improvement and assisted both Relationship Management and Operations with manage-by-fact (MBF) action plans to proactively address retention risk clients; led global rollout of scorecard with Australia, Canada, and UK partners• Coached and mentored Green Belts through Champion sponsored Six Sigma DMAIC, DFLSS and Lean projects; facilitated Rapid Improvement Events (Kaizens) to lead Green Belt project teams through successful implementation of process improvements within a week of concentrated effort (cost savings for these projects: $30k - $500k)• Facilitated Lean Six Sigma Yellow Belt and Action Plan training sessions throughout the Mercer Outsourcing organization

Marlborough, Massachusetts

• Responsible for design and development of new processes and governance of implemented procedures related to the PWI IT project portfolio • Identified and managed improvements to software development life cycle processes to effectively meet business needs (deployed and enhanced new/existing processes to ensure continuous value is derived)• Identified and established key metrics for both the organization and individual software development projects in support of organizational strategy • Partnered with cross company IT organizations to leverage processes, capabilities, best practices and tools to ensure consistent and repeatable results across the Fidelity enterprise• Led process improvement teams across the organization specifically in the areas of: IT Estimation (Design for Lean Six Sigma project), Product Requirements Gathering / Definition (DMAIC), Production Incident Identification and Elimination (DMAIC)• Completed Design for Lean Six Sigma training program

Bachelor Of Arts, English

Bachelor Of Music, Violin Performance