Lisa Rush Email & Phone Number

Mclean, Va, Us

Mclean, Va, Us

Major Incident Management provides critical incident management as a service to the enterprise, tasked with the primary goal of restoring system availability as quickly as possible for our Customers. We help with identification, troubleshooting and resolution of any critical incidents impacting our Customers and/or other parts of our business. It is a state of the art facility, providing 24x7 coverage for all of our lines of businesses.

I’ve progressed through positions of increasing responsibility and scope for this leading, Fortune 50 organization. As IT Delivery Manager, I performed the following tasks:» Interfaced with stakeholders and Senior Directors to provide strategic direction, leadership, governance, demand and change management for $3M IT service delivery initiatives, including service desk, application and desktop support, and identity and access management. » Delivered management oversight of 15 IT support personnel (ITSP) over inventory, e-commerce, and other 24-7 support systems assuring escalation processes supported best practice incident management for over 200 North American manufacturing and distribution sites. » Established metrics and benchmarks to champion quality and timely support. Coordinated vendor budget and engagement. Addressed ticket issues on Problem Management Board.Select highlights of my accomplishments include the following:✯ Tasked with optimizing Amazon e-commerce trailers with product guidelines of 6ft versus our 8ft pallets. Resolved issue on schedule with Senior Manufacturing and Transportation VP’s. Potentially saved $480K over next 3 years.✯ Boosted uptime Key Performance Indicators (KPIs) 11% utilizing savvy process improvements with vendor and proprietary software to markedly reduce annual incidents by 156 and IT support hours by 286.✯ Mentored, trained, and evaluated 18 junior and 6 mid-level Managers, including on- and off-shore employees and managed service contractors in superior customer service, vendor management, development planning, etc. ✯ Optimized Sustain Area ITIL (Infrastructure Library) problem management process for 33%+ stability improvement.✯ Decreased Tier 1 MTTR (Mean Time to Repair) 27% for improved customer experience.✯ Cut annual Warehouse and Distribution Center employee hours by 325 and tickets by 273 for 12% uptime increase.✯ Oversaw and transitioned in multiple IT development projects with an impact of $1M

Fast forward a few years and I became the recognized full life cycle transition and transformation program delivery expert for Oracle Financial Systems and other assigned programs. In addition, I . . .» Collaborated with Test Center and Vendors to develop testing solution strategy and overall design, including case automation, regression, and incident prevention. » Ensured transition of $4M simultaneous interfacing software development projects and enhancements were completed on scope, schedule, and budget. » Engaged and tasked 20+ subject matter experts and colleagues, defining vision, desired services, and outcomes. Developed, evaluated, and reported KPIs to stakeholders and Senior Leaders. »Championed service and software implementation while providing delivery best practices. Below you’ll see some of my contributions:✯ Developed, evaluated, and reported KPIs and SLAs to stakeholders and Senior Leaders✯ Strategically analyzed trends and processes to diminish ticket backlog 10% per annum.✯ Dwindled mainframe job execution times 90% in 12 cycles for successful Oracle software performance initiative.✯ Skipped PowerPoint and created edutaining video when tasked to familiarize new CIO with Team in 90 minutes. Detailed business financials from potato harvest and manufacturing, to warehouse and sales systems, to store and customer sites. Provided engaging voiceover. Received rave peer and senior leadership reviews.✯ Trained 20 Managed Service Contractors in technical and soft skill best practices and exceeding targets.✯ Approved, assessed, and prioritized change management pushes on Change Advisory Board.

I continued to move in my career to obtain more business knowledge. My new job description included the following:» Directing 24 Employees, Contractors, and Managed Service Providers to deploy, troubleshoot, and document Supply Chain IT System applications for 38 manufacturing plants. » Identifying and delivering timely, high quality solutions and tuning recommendations based on business and application requirements, user priorities, and available resources. » Negotiating vendor contracts based on agreed terms with Procurement and Legal Teams. Communicated service outages to stakeholders. » Instituting disaster recovery build and re-install manufacturing server procedures and other Managed Services Support efforts.Some of my accomplishments are listed here:✯ Collaborated to drastically trim critical and urgent MTTR and Problem Management processes 62%.✯ Utilized regression testing to successfully improve software update quality and stability an estimated 30%.✯ Provided engaging Employee, Contractor, and Managed Service onboarding and training for up to 24 on cyber security, performance, integration, and functional testing, test cases and testing scenarios.

As Tech Lead, I . . .» Collaborated with multiple Enterprise Architects, Vendors, and peers on Manufacturing CMMS (Computerized Maintenance Management System) for 38 plants. » Reviewed and accepted software change proposals on Change Management Board.Below you’ll find an example of the value I added in this position:✯ Served as Project Manager for new $135K mobile software. Detected virtual performance issues and proposed load balancing expansion from 10 to 40 users per server. Generated continuous cost savings of roughly $140K.✯ Build and test Disaster Recovery procedures and documentation.✯ Member of implementation team. Traveled to multiple Frito-Lay plant locations to implement software and technical footprint.