Lisa Hart Email and Phone Number

Current Project/Role: SERVICENOW PROGRAM LEAD: MBTA & MassDOT- MOST RECENT PROJECT: Implemented Employee Service Center: One Stop Shop for all Service Requests across organization.ServiceNow Implementations:- Full ITSM suite for both MassDOT & MBTA …Incident–Change–Problem–Knowledge-Service Catalog–Portal–CMDB–Discovery- Field Service and Asset Management for MBTA Business Team- Change Management System for MBTA Subway Engineering Team- Project Portfolio Management for both MassDOT & MBTA IT- Incident Management Framework for: Security & Emergency Management, Human Resources, Payroll, Procurement, General Services and more.- Human Resources Service Management PlatformPRIOR PROJECTS:IT SERVICE DELIVERY TRANSITION LEADER: MassDOT Partnered with MassDOT IT Service Delivery team and Sr. mgmt. to improve the IT service being offered to their customers including:- Decreased open incidents by 40% with greatly improved accountability- Improved IT communication and business partnership- Created strong First Contact Resolution (FCR) Team improving issue resolution speed- Improved employee on boarding off boarding process- Implemented new remote control tool for improved support capability- Created strong IT knowledge mgmt. solution- Recruited and hired new mgmt. team and successful on boarded- Implement IT Customer service survey process ensuring continual feedback IT SERVICE DELIVERY TRANSITION LEADER: MBTAPartnered with MBTA IT Operations organization and sr. mgmt. to rebuild IT Help Desk team to a strong fully supported functioning helpdesk.- First call resolution increased by 40%- Abandon Rate reduced to less than 5%- Improved technical skill set with new team members and training existing team- Created strong IT knowledge management solutionIT PROGRAM MANAGER – MASS ITPartnered with Chief Applications Offer to improve process for delivering new software development initiative – Public Housing Wait List.

Responsible for the site & user services team accountable to plan, build, enhance and sustain the delivery of IT user services globally with a focus on creating measurable improvements in customer delight across every IT user in the company. This position ensures that business partners across the globe have a voice in IT strategy and that project and continuous improvement efforts in Enterprise IT serve local site and user needs to the greatest extent possible. • Responsible for the satisfaction of employee facing devices, systems, processes, infrastructure, and support with the goal of creating exceptional user delight globally• Responsible for development and implementation of policies, standards, processes, procedures, service offerings and service level agreements that maximize employee efficiency and satisfaction with Enterprise IT services, and to ensure continuous improvement that can be measured over time• Provide global leadership and coordination of all site support organizations maintaining both solid line and indirect leadership of site delivery teams• Select, manage and integrate outsourced helpdesk service providers to create a high quality global end-user experience that is helpful and generate metrics and reporting on how incident management is functioning to ensure the services are valued• Oversee the testing and evaluation of new and emerging user-facing technologies, and champion their use by creating and maintaining a technology roadmap for the implementation of new technologies and the retirement of outdated ones.

Responsible on a global basis for Haemonetics' learning management system, learning solution applications and relevant end user collaborative/productivity technologies and/or applications. Measures user adoption and user experience around learning management system and productivity technology. Develops and implements continuous improvement plans based on user feedback. Responsible for evaluation of emerging technologies for end user related collaborative/productivity/learning applicability. Lead organizational change management strategies and process integration as it relates to end user collaborative/productivity/learning applications and technologies. Responsible for understanding and quantifying the business needs inclusive of implementation and total cost of ownership of such technologies. Additionally responsible for ensuring that business systems and processes within the IT Department are fully documented, audited and compliant with regulatory and quality systems regulations.

Responsible for all aspects of North America IT Desktop Support including creating Haemonetics first IT Helpdesk, managing our wide array of desktop computing devices across North America, as well as managing our telecom infrastructure.