Kaley Morris Email & Phone Number

Boston, Massachusetts, United States

Experienced and dedicated IT professional with a decade of proven leadership in managing high-performance teams. Adept at overseeing three critical areas: SaaS Operations, MDM Systems, and ServiceNow. Committed to implementing and promoting Servant Leadership principles, where the focus is on the growth and success of the team members. Known for creating a collaborative and empowering work environment where employees are the central focus.Departmental Management- Built and lead the IT Systems Department comprised of 3 Teams: MDM, SaaSOps, ServiceNow- Budget management, maintenance, and identification of cost savings for the department totaling 15+ vendors and 2mil+ in YoY spend. - Track and report on team and IC level workloads, projects, and org wide objectives using OKRs and MBOs.- Foster an agile working environment to streamline communication, queue management, and asynchronous work between team members. - Focus on servant leadership to maintain a healthy and balanced employee environment which in turn maximizes output and avoids burnout. Team - Tech Stack and Vendors- SaaS Ops - Okta, Slack, Google, DUO, Mimecast- MDM - Windows (Intune, Kace, Airwatch), Mac (Jamf), Chrome (Google), Linux (Ubuntu), PatchMyPC- ServiceNow - ServiceNow- Network Administration - Cisco, PC Connection, ISP vendors- Reporting, Documentation, and Work Tracking - Splunk, FleetDM, Jira, Confluence, AsanaCompliance, Governance, and Process- Compliance: SOC1, SOC2, SOX & PCI- Change Management: created, deployed and now maintain the Change Management process for IT- Incident Management: created, deployed and now maintain the Incident Management process for IT- Patch Management: lead my MDM team to build and deploy a patch management process to maintain an 85% minimum compliant environment across Mac and Windows.

Boston, Massachusetts

IT Lead for the Virtual Desktop Infrastructure team for Voya Financial.Provide contracted IT product, service, and project delivery support from Cognizant to Voya Financial. Manage a team that handles the entire Virtual Desktop Infrastructure for 3000+ users. Change Management and Project Management for internal team activities (server patching, application updates, base image changes, cert updates, etc.).Liaison between VDI team and cross functional teams, end users, and SLT. Create and maintain business processes to meet SLAs and streamline workloads within the team. Provide data and trend analysis to upper management and customers that reports on ticketing, team focus/priorities, SLA achievements/misses for large and small scale projects.

Manage a specialized team that is responsible for the Virtual Desktop Environment.Provide technical communications between engineering and end users.Business process modeling and maintenance. Project Management for major environment roll outs and updates. Data and Trend Analysis.Virtual Application IMAC management. Change Management, Risk and Impact analysis.

Technical Writer for Solutions EngineeringPrimary Focus: Proposal Response and CoordinationRespond to the technical portion of all RFPs, RFIs, and RFQs.Manage internal SLAs between departments in order to deliver a complete solution including: SOW, Visios, Product and Equipment Information, and Total Solution Overview.Provide technical information in a proprietary format based on customer preference.Secondary Focus: Technical Content ProjectsProvide pre and post sales design and application support for all Voice and Data core products.Create accessible technical product and solution documentation for all audience levels, internal and external.Oversee and create content, upon request, for internal departments including but not limited to: Customer Relations, Project Managers, Training Personnel, Product Managers, and Engineering.

Project Manager for Nationwide Enterprise ClientsLead major data roll outs from inception to execution using the following skills:Collaborate with Sales and Engineering during inception to determine best product and SOW for the client. Manage multiple business teams to provide systematized solutions for customers. Maintain close relationships with clients and stakeholders by generating customized account management reports, excel updates, hosting conference calls, quarterly reviews and onsite visits. Develop and record following documentation: RFP, Project Implementation Plan, Risk Evaluations, SOW, Project Completion Reports, Pricing/Product Matrices, Postmortems.Consolidated point of contact for Client data; installations, sales, billing, tech support, documentation and filing.

Master Of Science (Ms), Technical Communication

MS in Technical Communication with a concentration in Computer Industry Writing

Ba, English, Technical Writing