Kim Lupe Email & Phone Number

Chicago, Illinois, Us

• Support multiple teams within technology operations including Program Management, Application Support, and Service Desk• Annual budget reviews and vendor contract renewals• Mentoring, career growth and personal development strategies across the team• Ensure staffing needs are met to support company initiatives and growth• Lead strategic planning in alignment with product management to help achieve business goals by prioritizing technology initiatives.• Work with stakeholders to identify process improvements that are scalable and repeatable • Improve operational efficiencies through automation and systematization• Align with Executive Leadership on operational priorities• Implementation and continual service improvement of best practices as they apply to program management and IT Service Management• Implementation and governance of IT Service Management processes including Incident, Problem, and Change Management• Align with Security Operations to ensure audit requirements are being met (SOC2)• Metrics and reporting to ensure SLA’s are met per corporate agreements

Seattle, Washington, Us

• Directly manage multiple team verticals: Program Management, Business Analysts, IT Financials, and Service Desk• Support VP of Engineering in business operations including organization realignments, strategy, career development, recruiting, and team integration opportunities• Mentoring, career growth and personal development strategies across the team• Annual budget and resource planning• Lead strategic technological planning in alignment with product management as it relates to applications, data and infrastructure and distributed systems• Work with stakeholders to identify process improvements that are scalable and repeatable as well as automation opportunities• Govern and evaluate all IT Service Management process for continual service improvement (Incident, Problem, Change, Asset, Support, etc)• Identification if $4mil in cost saving opportunities annually through Problem Management• Design and implementation of scalable processes needed to satisfy PCI/SOX compliance as well as improve operational efficiency• Established baseline KPI’s to determine support SLA’s for internal customers• Improved Service Desk SLA to 90% same day resolution• Weekly, Quarterly, and Annual metrics reporting to executive leadership and stakeholders• Oversee Program Management best practices including project management (agile/waterfall), resource allocation, roadmap planning, sprint planning, backlog grooming, scrum, retrospectives, etc)• Oversee delivery of complex projects including data migrations, server to cloud migrations, application implementations and infrastructure upgrades• Work with stakeholders and executive leadership to prioritize key initiatives and align resources• Weekly Program Reviews for general program status and critical project updates• Drafted Business Continuity Plan• Write/review business proposals for project funding and prioritization• Ensure timely updates to stakeholders on critical projects

Los Angeles, Ca, Us

• Technical Program Management for enterprise applications including Salesforce, ServiceNow, and JIRA• Oversaw standard project management activities including daily scrum, sprint planning, and backlog grooming• Outlined annual product roadmaps/goals/objectives for the team• Oversaw projects to ensure alignment with resources and target dates• Led strategic technological planning, as it related to applications, data and infrastructure and distributed systems, to help achieve business goals by prioritizing technology initiatives• Managed Development and Administrative team resources to align with critical projects and ensure timely delivery• Product demos, documentation, and training• Provided program updates to stakeholders and executives including KPI’s, resource allocation, critical project status and project blockers• Successfully led the data migration and united Salesforce rollout merging two companies as one (Edgecast and Verizon Digital Media Services)• Successful implementation of standardized release process across all Enterprise Applications (SDLC)• Successful implementation of Change Management including automation, command line ticket creation, auto approvals and pre-approved templates in order to meet compliance• Leveraged ServiceNow to implement and manage ITIL serviceso Implementation of Problem Management leading to the reduction of recurring incidents by 64%o Knowledge base of Root Cause Analysis and Known Errors (KEDB)o Reduced incident MTTR with the implementation of Change Management providing more visibility to production changes impacting services

Albany, Ny, Us

• Directly managed 4 teams including personnel functions (e.g. interviewing, evaluating, supervising, etc.) for the purpose of meeting staffing needs, enhancing productivity of personnel, and guiding staff towards career growth.• Worked closely with CEO and senior staff on ways to improve communication and processes throughout the company as a whole as well as implementing company policies and setting goals for all teams.• Managed and increased the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions• Coached management on setting staff expectations, setting goals for their teams, identifying staff needs, and ensuring projects are being completed according to target dates.• Oversaw internal management of servers (virtual and onsite), workstations, internet, phone systems, and asset management• Implemented a trouble ticketing system improving client support, tracking, and case resolution time.• Implemented standard operating procedures for all internal process that has improved communication and visibility between management and staff as well as between departments.• Worked directly with clients to understand project requirements• Worked with Engineering leadership to outlined project timelines and milestones • Implemented daily scrum to ensure target dates are on track• Resource allocation to the appropriate projects based on skillset and program language knowledge• Improved the use and functionality of project management tool (ActiveCollab) ultimately providing clear timelines, improving target date delivery, improving visibility across teams on all deliverables, and providing visibility to clients on project status.• Implemented the use of a time tracking tool (Harvest) to track billable hours, identify overages, identify profit, and provide more visibility to finance and Executive Team on revenue vs. headcount.

Boston, Massachusetts, Us

• Directly supervise Service Desk and Service Support employees. • Oversaw all Help Desk processes including ordering, hardware and software upgrades and maintenance, troubleshooting, asset management, internet security and stability, and support requests• Manage Service Support services including Service Catalog, Service Requests, Incident Management, Tier 3 Technical Support, Problem Management and Asset Management• Promoted the support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management• Improved ticket resolution time by 80% within the first month with continual improvement following• Implemented 24x7 support escalation procedures improving transparency between departments and overall customer support.• Liaise with peers, support teams, all levels of management, and third-party vendors.

Us

• Managed all support employees and coordinated field technicians• Improved customer service by implementing new CRM for customer database, reporting, deployment schedule, trouble ticketing, and service calls (SUGAR CRM)• Improved billing consistency by implementing a signup server for wireless users (EMERALD) that allowed for automated billing.• Troubleshoot wireless networks and connectivity issues with various OS (XP, Vista, MAC) • Manage/monitor site IPs, server, network stability• Provide all in-house technical support, hardware installs and updates; software installs and updates; user access, etc.