Lisa Webster Email & Phone Number

Denver, CO, US

Experienced Manager of International IT Operations responsible for leading strategic initiatives to optimize process and support efficiency of Global IT operations and infrastructure. Responsibility for building and maintaining strong relationships with operational leadership, business partners, and functional teams. Provide active leadership and oversight.

Denver, CO, US

• Member of the Project Management Office Leadership Team to instill process standardization, efficiency gains and collaboration efforts of intake requests, governance and project management execution
• Directed team responsible for Executive Reporting, Quality Control, Knowledge, Project Lifecycle and ServiceNow Demand and Project modules
• Built new process for continuous improvement roadmap with vision, strategy and prioritization work items
• Responsible for centralized tool list of defects and enhancements, setting priority and creation of requirements documentation
• Designed annual test plan and test cases for upgrades of centralized tool in DEV, QA and PROD environments
• Produced monthly metrics reporting graphs for Operational Review with VP

Denver, CO, US

• Responsible for project management of plan development, resource monitoring, project tracking, status reporting, budget management, risk management and enterprise deployment
• Provided and implemented change approach for new IT systems, enhancements and processes which impact business and clinical roles
• Partnered with business sponsors to ensure their needs and vision are implemented and met
• Analyzed impacts, created communication approach, developed feedback loops and navigated teammate resistance to increase satisfaction and usage of the updated tool
• Managed multiple projects concurrently

Denver, CO, US

• Responsible for leveraging ITIL, ITSM and other best practices and process methodologies to design and maintain process architectures for the delivery of IT services
• Strategic point of contact to make sure defined processes satisfy basic business requirements and are integrated across the IT enterprise
• Responsible for defining the key KPIs and metrics to measure the effectiveness and performance of processes and use those metrics to drive process improvement efforts
• Partnered with process owners to implement business value measurements
• Served as an integral resource for the individual process owners across IT that has final accountability for specific service management processes
• Served as process architect for one or more key ITIL/ITSM process, including, but not limited to incident, problem, service level, service catalog, knowledge and request management

Denver, CO, US

• Facilitated IT Service Management Lifecycle for IT Department
• Cultivated an understanding of Identity and Access Management practices
• Responsibility for internal Call Monitoring program and Knowledge base administration
• Led internal Reporting and Analytics teams
• Developed and execute vision, strategy and roadmap of operational teams
• Managed team up to 27

Denver, CO, US

• Managed Process Improvement Initiatives for Support Services partnering with other IT Teams, working with Executive members and facilitating department wide call reduction/avoidance initiative
• Managed and assisted with large, complex, and/or ambiguous Support related projects in a Project Manager role
• Provided root cause and data analysis on Support related problem tickets, identifying trends and opportunities
• Developed and implemented Quality Assurance Program for IT Helpdesk
• Monitored and graded IT Service calls based on agreed Support guidelines
• Identified process improvements for policies and procedures increasing customer satisfaction

Denver, CO, US

• Demonstrated a solid understanding of all areas of the helpdesk operations and day-to-day processes and procedures
• Trained new analysts on best practices and proper policies and procedures, overseeing skill level assignments
• Conducted 90 day and annual performance reviews for a team of 7
• Performed monthly meetings with team to ensure success in achieving goals, service observe calls and overall performance
• Offered feedback, constructive criticism and rewarded results on a daily basis
• Followed up with escalated customer issues needing a timely and accurate response

Denver, CO, US

• Escalation point for first level analysts to aid in troubleshooting and resolving customer issues timely and efficiently
• Responsible for up to 5 analysts, leading team in achieving goals and training initiatives
• Monitored ticketing queue for overall team for appropriate follow through resulting in great customer service
• Identified and suggested improvements in processes, procedures and technical areas
• Researched and documented problems and resolutions for insertion into the knowledge base
• Handled all first level functions without assistance, maintaining a high first-call resolution rate, following policy, procedures and best practices

Denver, CO, US

• Provided expert and creative solutions to user problems to ensure user satisfaction and productivity, for internal user communities
• Researched, resolved, and responded to complex questions received via telephone calls, emails, request forms, or escalations and provided support on electronic services, in accordance with current standards
• Entered, tracked and resolved problems/questions in a corporate ticketing database
• Developed, defined, and communicated user/technical service policies for products supported by the Helpdesk
• Provided support for corporate billing system to ensure user satisfaction/timeliness
• Completed various functions of corporate billing system including daily insurance billing, month-end close, and month-end reporting processes

Business Administration

Network Engineering

Business Administration