Kim Kiefer Email & Phone Number

Chicago, Illinois, Us

Works closely with the company leadership to leverage my exceptional task management skills and talent for project oversight to create a seamless experience for our valued customers. · Coordinates and manage all scheduled IT projects and Move/Add/Change (MAC) requests.· Oversees the planning, execution, and monitoring of project timelines, milestones, and deliverables.· Maintains clear communication channels with all stakeholders, providing regular updates on project status and any potential risks or issues.· Collaborates with internal teams and external vendors to ensure project goals are achieved.· Implements project management best practices to optimize efficiency, quality, and client satisfaction.· Facilitate project intake, scoping, and initiation processes, ensuring a smooth transition from client engagement to project commencement.· Maintain oversight of project budgets, tracking actual hours versus budgeted amounts for accurate financial reporting.· Manage, report, and address any scope changes or additional project phases, ensuring alignment with client expectations and project goals.· Utilizes enterprise software to manage project workflows, documentation, and invoicing processes effectively.· Inputs accurate key performance indicator (KPI) data into the Operations Dashboard on a weekly basis, ensuring metrics reflect project performance.· Contribute to the development and refinement of company service processes and workflows, actively seeking ways to enhance efficiency and quality of service delivery.

Itasca, Illinois, Us

Leading Operations/Engineering team of engineers including escalations. I am also a Sr. Project Manager overseeing IT deployments for our customers including hardware and software/cloud deployments along with NIST assessments.

Downers Grove, Il, Us

My role was to work cross functionally to ensure we coordinate and validate our efforts to deliver a customer experience of Excellence, Relevance, and Integrity and ensure we are truly helping our clients make confident business and technical decisions.Fast, focused, and dedicated to external and internal customers, delivering enterprise level managed IT services to the mid-market.In my time at Mindsight I was very proud to be part of, and lead, a new team as a new title, in a new department, in order to assist my teamates to deliver unequalled, focused, service and support. Also I wrote, delivered, and trained the team with my Customer Success Manager playbook. The playbook provides detailed information from day to day functions, polocies/procedures, and follow ups.Main focus for the team is to track and maintain cadence calls on a weekly, bi-weekly, monthly call with necessary stakeholders to discuss performance and productivity since the last call, any urgent or expedited items/asks, and distribution of call notes and follow ups.In addition, a new focus for this year, execution of C-level business reviews at necessary intervals to ensure Mindsight understands where are customers are heading to maximize IT benefits for them and their customers.

Itasca, Illinois, Us

Manages Finance, Administration, and Human Resources departments, including payroll, cash reports, HR/benefits, and accounting via QuickBooks Online. Drives initiatives to improve processes and efficiencies. Reports directly to CEO.• Leverages in-depth knowledge of the business, combined with experience in sales, marketing, and operations as a project manager. Collaborates with all departments/business units to develop internal budgets, projects, and initiatives that enable associates to effectively serve customers for optimal revenue performance. • Contributes to development of sales compensation plans.• Tracks performance/metrics to provide updated OPEX, forecasts, and cash flow.Notable Contributions:• Manages Accounts Receivable to 15% or less with overall AR of 31+ days.• Developed tools to forecast changes to gross profit (GP) based on compensation/commission structure to maintain company GP goal while offering competitive compensation. Developed new process to track, calculate, and pay commissions that improved accuracy and reduced needed resources to manage the program.• Produced new employee handbook to resolve compliance and vulnerability issues.• Migrated from on-premise server/license QuickBooks to online cloud-based QuickBooks solution that eliminated need for expensive upgrade. Saved thousands of dollars by adding a small monthly OPEX subscription instead of a large capital expenditure.• Selected and migrated to lower cost payroll processing vendor with fully electronic HR workflows, templated policies and procedures, and HR knowledge base.• Implemented paperless environments for accounting, purchasing, and administration functions in compliance with accounting and HR best practices. Reduced time, space, and costs of filing and document storage.• Created Autotask custom report to track customer invoices and provide actual recurring contract profitability versus estimates.

Itasca, Illinois, Us

Concurrent with Director of Marketing. Developed/documented portfolio project management role. Led data projects as Sr. Project Manager for ConvergeSecure® (data) team including hardware/software refreshes & complex virtual/cloud migrations. Contributed to pre-sales design team to evaluate, scope, & develop projects.Notable Contributions:• Maintained 4.83/5.0 customer satisfaction score avg.• Managed avg 65 projects/year with 25+ concurrent projects continuously. Closed 91% of projects at or below budget.• Led cross-functional/technical teams to complete critical project initiatives including: o Onboarded IT Managed Services into Solarwinds N-central platform. o Total environment hardware refresh: servers, firewalls, switches, backup, UPS, & end points. o Performed physical to virtual (P2V) environment migrations. o Deployed Fortinet firewalls. o Business continuity/disaster recovery project (BCDR). Utilized Unitrends, Axcient, Datto, & Max Backup (Solarwinds).• Helped customize/administer Autotask (CRM/Service Desk/RMM application) since 2012 launch.• Created new resources for system administration such as templates, workflows, & reports.• Contributed to development & launch of Data/Managed Services, including product & service offerings, pricing, resource allocation (staffing requirements & compensation), playbook, reporting & escalation structure, purchase agreements/contracts, marketing collateral, internal & customer-facing documents, & non-technical scope of work components.• Authored first project management process & playbook with: 1) standardized decision points to determine whether to implement data projects/products within professional services or recurring services such as managed or cloud services; 2) job costing standards & documentation that revealed root causes of gross profit margin losses; 3) accountabilities by which to manage project engineers’ interaction with stakeholders; 4) debrief processes at project conclusions.

Itasca, Illinois, Us

Concurrent role with IT Project Manager from 2008 to 2019. Led campaigns to generate and nurture business leads including multi-media direct marketing and public relations initiatives. Notable Contributions:• Built and managed company website.• Best year performance consisted of $90,000 budget with actual spend after co-op/MDF reimbursement of $11,638. Attained 122% of lead quota goal (goal/235, actual/286). Generated 1,956% revenue on $227,642 spend and 1,954% ROI on GoogleAds (spent $2,500 after co-op reimbursement and sold $48,843).

Itasca, Illinois, Us

Concurrent role with IT Project Manager from 2008 to 2019. Led campaigns to generate and nurture business leads including multi-media direct marketing and public relations initiatives. Notable Contributions:• Built and managed company website.• Best year performance consisted of $90,000 budget with actual spend after co-op/MDF reimbursement of $11,638. Attained 122% of lead quota goal (goal/235, actual/286). Generated 1,956% revenue on $227,642 spend and 1,954% ROI on GoogleAds (spent $2,500 after co-op reimbursement and sold $48,843).