Kelley Kosin, Csm, Cspo Email & Phone Number

Responsible for management and strategy of the work for our Infrastructure Project Portfolio. Responsibilities include: creation and distribute weekly project scorecard, work with the business to determine project priorities are aligned with business goals, creation of communications plans, main contact for project escalations, resource allocation, seek funding approvals, team mentoring and guidance. Managed relationships with key project partners and vendors. Managed large scale, complex, and highly visible projects for Infrastructure team. Key Liaison to the PMO and Senior Finance Manager. Jira and Mircosoft Project Toolsets used. Some smartsheets used with Vendors.

Hired and lead a team of Project Managers, Business Analysts, and Project Coordinators. Managed team through an Agile Transformation. Created project standards and implemented best practices. Responsible for communications to leadership on team performance and strategic decisions. Escalation point for all IT projects. Lead leadership meetings to determine project alignment and priorities. Jira and Mircosoft office project toolset used.

Belle Plaine, Minnesota

Lead the implementation of the new ITSM tool (Cherwell), which included Change, Incident, Knowledge, Self Service, and Asset. Created new processes and procedures and informed the business of the benefits of this new toolset.

Managed the entire end to end process of selection and implementation of applications that supported our entire Gaming Enterprise. Worked to develop key relationships with our Stakeholders and our implementation partners. Many of these systems supported various types of businesses. Retail, Food & Beverage, Gaming, Security, Financial, Compliance, Marketing, Entertainment, & Hospitality. Managed the projects from inception to implementation. This includes vendor selections, RFP process, procurement, requirement gathering, configuration, testing, vendor management and implementation. Mircosoft project toolset used.

Managed various projects in the Geek Squad Services space within Best Buy. Custom software development work creating billing systems for subscription software services.

Best Buy

IT Incident Manager - Responsible to manage key relationships with our outsourcing partners. Developed key support turnover guidelines and expectations for all new projects that impact our support organizations. Managed command center staff (contract) for any large scale high risk projects. Liaison to our knowledge team, problem management team, and with our service level management teams. Point of escalation for Incident management issues.

Best Buy

IT Incident Manager - Responsible to manage key relationships with our outsourcing partners. Developed key support turnover guidelines and expectations for all new projects that impact our support organizations. Managed command center staff (contract) for any large scale high risk projects. Liaison to our knowledge team, problem management team, and with our service level management teams. Point of escalation for Incident management issues.

Best Buy

Managed the delivery of software updates and rollouts for our desktop solutions team. Ensured proper communications were sent to our end users, change tickets were completed, testing documented, and timeline were created.

Best Buy

Provided support to our retail and corporate workforce. Constantly looking for ways to improve upon our 1st call resolution and knowledge base articles.