Lisa Proffer Email & Phone Number

Plano, Texas, United States

Irving, Texas, United States

Director IT Operations Service Desk-Network Operations-Desktop SupportCreated standard performance metrics for Service Desk, Network Operations and Corporate Desktop Support team member. Identified repeat network alarming from monitoring tools and a process to resolve them for better performance. Standardized knowledge articles and implemented a repeatable process for new articles. Consistently met with outsourced vendors to identify and improve processes. Decreased the network resolution time with telecom carriers by improving internal processes. Developed a walk-up tech stop for employee device resolution. Implemented Microsoft Power BI for incident and call data analytics reporting. Improved incident accuracy and documentation. Operational management for implementation of Ring Central and WebEx. Simplified the incident priority matrix and critical outage process.

Richardson, Texas

• Ensured that the on and offshore network operations center (NOC) responded to infrastructure monitoring alerts quickly and with proactive resolution. • Improved the critical enterprise incident process with a focus on outage duration, documentation and communication. o Reduced critical outage duration 88% year over year. o Collaborated with multiple departments to improve issues notification to the business. o Guaranteed consistency with critical outage knowledge database.• Designed an improved problem management strategy with “known issues” database and root cause analysis. • Key implementation team member during ServiceNow conversion to SalesForce.• Developed a strategy for the enterprise IT services improvement. o Improved processes for mergers and acquisitions.o Collaborated with clients to improve service level agreements (SLA) reporting.o Standardized cloud services support.• Managed the global change management process for the production environment with improvements to risk assessment, trending analysis and accountability for change issues.

Irving, Texas

• Restructured service desks presence from nine to two with no service interruptions, and integrated monitoring process to reach 100% applications, networks and point of sale application. • Defined the IT support and service levels within headquarters and regions. Developed an improved salary structure, on call pay and bonus program. • Phased out contract employees and built successful culturally-sensitive training and reward programs to reduce India office attrition from 80% to less than 5%.• Provided support to 140,000 internal users with a multi-tiered support team located in the United States and India. o Designed an enterprise service management process that included change management, quality control and a continuous improvement process for 5,000 IT professionals. o Defined and sustained key performance indicators (KPIs) measuring enterprise operations to cut costs by 3 million dollars and developed data analytics reports resulting in 50% reduction in problems. o Developed the role for incident managers for the support teams to optimize the resolutions and process improvement of user incidents and service requests.• Devised knowledge center support model analyzing needs, access, and team skills to offer accessible solutions to support deficiencies. o Created the training program for the help desk and desktop support agents that increased their resolution rate from 55% to 70%.o Established a user community knowledge data base for self- service that used multi-media for common problems that reduced the volume of service calls by 40%.• Conducted an enterprise service management project for service request fulfillment, order processing requests and maintained the inventory control of hardware and software for the users.

Defined the IT support and service levels within headquarters and regions. Developed an improved salary structure, on call pay and bonus program. Managed an enterprise project for service request fulfillment, order processing requests and maintained the inventory control of hardware and software for the users. Created the training program for the help desk and desktop support agents that increased their problem solving of issues from 55% to 70%.

Dallas, Texas

Managed a 24x7 internal help desk for the employees of Southwestern Bell wireless division. Defined an on call schedule for key support personal to improve resolution time for incidents• Reorganized and minimized the incident taxonomy with in the service management system to improve the accuracy of incidents• Improved the metrics reporting for all IT support teams to assist with the management and permanent resolution of user problems

Education record

High School