Kate Brady Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona, United States

• Transformed the Enterprise CX by streamlining transitions between each stage of the Customers Journey. • Spearheaded the creation and design of an Enterprise Class Service aimed at delivering a customer-centric experience for Enterprise Customers transitioning into Managed Services. • Fostered a cohesive one-team vision by partnering with Cross-Functional Teams, ensuring alignment with a Customer-Centric approach, and enhancing overall service delivery and customer satisfaction.• Significantly decreased the Project Closure Rate, accelerating the ability to bill for monthly Services by over 45 days, thereby improving cash flow and operational efficiency.• Leveraged tools like ServiceNow, Opsramp, and Promapp to introduce automation and streamline workflows, reducing project delivery time, and the required effort.• Collaborated with the Sales Organization to develop and implement a new Program Scoping Strategy, optimizing efficiency in project initiation and reducing changes to customer agreements during project delivery by over 50%, thereby enhancing client satisfaction and project predictability.• Achieved a 100% on-time delivery rate for projects in FY23, servicing a customer base generating over $4.5 million in year-over-year revenue.• Partnered with Customer Success Teams to drive Professional Service Projects while transitioning Customers into Managed Services. • Drove focus to start our TPB's along side of our Onboarding Projects to ensure we had the ability to identify opportunities and support risks prior to Go Live of services. Resulted in large pipeline of NRR projects.• Partnered with Service Owner of our Domain Separated ServiceNow to enhance our service offering to differentiate us from other providers• Key Stakeholder in transitioning our 1000 plus customers from Remedy to ServiceNow

Phoenix, Arizona Area

• Manage a team consisting of over 10 members in the onboarding of enterprise clients and serve as the Lead Consultant on 100+ enterprise onboarding projects.• Establish and develop strategic relationships with clients and perform client assessments to understand client needs and ensure alignment with the service catalog.• Conceptualize, design, and implement processes and workflows, manage ITSM configurations, and create usable knowledge for IT teams. Identify and mitigate risks to deliver successfully managed service implementation.• Designed a framework and methodology for Enterprise Service Delivery (Tiger) Team from scratch. • Significantly increased operational capacity by 25% while maintaining strict timelines. Successfully achieved all Go-Live milestones for clients over the past four years.• Managed all team recruitment, training, and career development activities for the team; recognized as one of the most valued teams. Singlehandedly recruited, onboarded, and formed a team from 0 employees to over 10 consultants.• Recognized as an empathetic leader with a focus on the human experience of being a part of a team, growing as a team, and career development. Passionate about leading and developing others.• Focused on small wins and evolving the team’s process and procedures (CSI and Shift Left Initiatives), and built the Framework and Methodology from scratch.• Established strong relationships with Cross-Functional Teams to help influence change and foster a one-team approach, and worked directly with PMO, Help Desk Teams, Enterprise Teams, NOC team, Service Transition, etc.• Created an experience for clients and ensured utilized methodology is providing usage and easy to access IT Knowledge for Support Teams to provide world-class IT Support.

Phoenix, Arizona Area

In my previous role as National Remote Support Help Desk Manager, I: • Served as the National Remote Support Center leader and provided sufficient technical support communications and distribution for over 3,000 All Covered & Konica Minolta Business Solutions customers, including installation, same day/next day service, complaint resolution, and overall resolution customer satisfaction.• Directed and supervised technical workforce job completion, drove teamwork, and increased efficiencies to prevent and decrease customer service issues.• Developed and implemented processes and procedures to guarantee alignment with ITIL Framework.• Improved performance and field productivity through close partnerships with PMO, Help Desk Teams, Enterprise Teams, NOC team, and Service Transition.• Supervised and managed over 50 engineers from Tier 1 to Tier 4 support, successfully standing up After Hours Operation for full 365-day, 24/7 service.• Traveled all over the US to advance the integration of support models by delivering ITSM, processes, procedures, training, and mentorship guidance to managers/engineers.• Scoped and prioritized activities based on business and customer impact and provided hands-on leadership, methodology, structure, and information necessary to coordinate decision-making and development critically. • Actively participated and contributed to integrating 10 smaller Help Desks into larger Remote Support Desks as a key member of the M&A Team.

Phoenix, Arizona Area

In my previous role as Remote Support Engineer & Trainer, I: • Provided support to over 3000 National Help Desk clients in diagnosing and resolving technical problems by analyzing customer statements, conducting troubleshooting, and advising clients on how to prevent future failures.• Suggested system upgrades and tools to boost operational efficiency, efficiently furnished resolution reports, and collaborated with leadership teach to identify process gaps and optimize the ability to meet and exceed client needs.• Successfully trained and mentored all new hires starting at All Covered; assisted in creating new hire processes.• Recognized as Top Help Desk Engineer of the Quarter in 2011 for outstanding service, performance, and consistently going above and beyond to deliver customer satisfaction.• Engaged regularly with C-level internal and partner executives to elicit feedback, deliver strategic intent, and ensure alignment across the organizations.