Margaret B. Email and Phone Number
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Margaret B. personal email
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IT LEADERSHIPAn outstanding strategist grounded with business awareness to couple IT capability to business partners’ needs. An implementer with exceptional communication skills to create vision, motivate staff and foster teamwork. Effectively leads with emphasis in business-IT relationships, service level, performance and operations management, customer advocacy, process re-engineering, and vendor management. Ties customer satisfaction to company goals to meet service and financial objectives. Seeks a leadership position in a market-driven company that requires a strong blend of technical, business and people skills.STRENGTHS & SKILLS• Planning: strategic to tactical roadmaps, budget lifecycle, process and technology conversion• Service Management: SLA / OLA development, service catalog, metrics, value term sheets• Customer Relationships: service reviews, expectation, requirements and satisfaction oversight• Operations: service delivery and support processes, technology integration, continuity planning• Program & Process Management: ITIL, Six Sigma, Agile Scrum CRM, PMI, CMMI frameworks• Vendor Management: contract and SLA negotiation, performance metrics, vendor relations• People Management: team building, skill development, coaching, staffing, conflict resolution • Communication: links client and staff, facilitation, collaboration, technical translator, sharingSpecialties: ITIL / ITSM, customer relationships development, IT operations processes, staff management, IT strategy and roadmaps, service management, service catalog, service level management, vendor management, negotiations, conflict management, consultation
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It Division Director - King County ElectionsKing County, Wa Aug 2017 - PresentSeattle, Washington, Us
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It Service Delivery Manager - Department Of Executive ServicesKing County, Wa Oct 2013 - Aug 2017Seattle, Washington, Us
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Service Manager, Web & App DevKing County, Wa Oct 2011 - Oct 2013Seattle, Washington, Us
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Customer Relationship And Service Management DirectorPccs Jan 2008 - Nov 2010UsService Director for financial companies who rely upon PCCS for server, network and application engineering and hosting; desktop and telecom support, help desk functions, IT disaster recovery solutions and policies and processes to support those functions that met financial institutions regulatory requirements and pass audits. Led the ITIL process owners to improve internal processes driving efficiencies in work and better communication between business units and IT. • Led corporate IT service migration from PCCS to Jack Henry (JHA). Developed relationships within JHA using knowledge of the business process, requirements and the technologies utilized; thus provided an enterprise view of activities. Managed and implemented the risk and abatement plans. System conversions completed per contract and program schedule.• Championed and increased the external customer satisfaction from 3.17 to 4.0, a 26% increase, in less then 14 months by developing relationships through personal accountability for the success of the IT operational support to meet the business goals.• Customer advocate and primary point of contact for service delivery excellence, strategic planning inserting technology solutions, issue resolution and relationships.• Collaboratively worked with staff to improve processes and services; to proactively meet the future needs; and to improve the capabilities of the business processes. Stabilized and matured ITIL processes which drove SAS 70 and PCI audit compliance.• Managed the contracts, work orders, negotiations, SLAs and monthly billing for the IT services. -
Director, Identity SystemsMobilisa, Inc. 2006 - 2007UsLed the Identity Systems business unit. Migrated an in-house developed .NET, Mobile CE application with SQL Server backend to a commercial handheld validation system. Defined product direction, software enhancements, installation, training and on-going support. Provided the project, product and data management plus led RFI responses. • Planned and managed the national customer support roadmap and processes to include Incident and Problem Management, CRM, 24x7 Help Desk and product support procedures. Initiated failover plans and distributed processing.• Developed the product enhancement release packages, approved architecture and managed the SDLC (Software Development Lifecycle) through customer delivery and support.• Negotiated data agreements. Moved manual feeds to SFTP saving 3 labor hours with each feed. Institutionalized the configuration management process.• Led the product expansion from four to 22 multiple unit locations within ten months. -
It Global Service Level ManagerSafeco Insurance 2005 - 2006Seattle, Wa, UsDeveloped and launched a Service Level Management (SLM) strategy to transform IT from a component and application focus to business end-to-end services focus. Managed three functional teams to design and deploy Service Delivery processes underlining business partner relationships, business continuity planning and overall service performance. • Structured service reviews with business partners based around seven newly designed end-to-end service performance and KPI metrics with revenue impacts for service degradations. • Instigated and completed the processes for negotiating Service Level Agreements with external service providers that include performance requirements, metrics and consequences.• IT response manager to ensure unified IT collaboration and elevated support customers and agents in the aftermath of catastrophic events. Developed standard preparatory processes.• Facilitated the 18 – 48 month ITIL process organization planning. Developed the SLM 3 – 5 year strategic plan while implementing the 12 – 18 month tactical steps. -
Service Level Manager / Program ManagerAt&T Wireless 2003 - 2004Dallas, Tx, UsConsultant / Contractor, WIRELESS PARTNERS & YOHService Manager to design and deploy SLM methodologies. Developed and negotiated with service partners the custom SLAs. Led collaboration with business groups across the organization. • Determined availability, response time and other performance requirements and utilized term sheet criteria. Set non-conformance penalties based on analysis of revenue, business impact and cost of outages for applications, WiFi, eCommerce and email for wireless devices.• Developed and implemented a SLA template and measurement plan for Content Providers which saved approximately 65% of the development time for each Content Provider SLA.• Program Manager for wireless data product launch to eight countries. Managed a virtual, multi-functional team and the deliverables for a new product launch: marketing, sales, customer service processes, system changes, pricing, and device compatibility to country frequencies. • Led the sales and service process and procedure identification, product briefs, device roadmap, training development and sales migration plan. Exceeded sales projections 320%. -
Director, Enterprise ServicesT-Mobile 1999 - 2003Bellevue, Wa, UsEstablished eight IT organizations: service, performance, change and risk managements; operations (PMO) program management; systems architecture; capacity forecasting; IT procurement and vendor management; and business continuity planning. Introduced ITIL as the basis for the processes, policies and culture.• Created the customer relations service level management team to establish and negotiate SLAs. Set SLA standards using business terms, impact measures and business focused availability measures. Designed consistent reports delineating the impact of IT to sales, service and billing (the bottom-line). Proactive liaison between the business units, vendors and technology groups.• Instituted daily cross-functional SLA compliance review addressing service conformance issues. This determined service availability, communicated the business impact of disruptions, and set priorities to ensure resources for root cause analysis (RCA). Within four months of initiation, service availability increased from 99.3% to 99.92% and continued to increase to 99.96%.• Launched the operations program office to manage system and infrastructure projects. Led project managers and a group of Unix, Linux, NT SAs, Oracle and SQL DBAs and analysts. Provided governance and multi-functional program reviews to assure schedule integration, resource allocation, risk assessments and technical scalability to meet stakeholders’ deadlines.• Collaborated on system capacity forecasts to meet market demand. Performed annual retail readiness audits resulting in a 600% system expansion in two years. • Managed IT procurement and vendor relationships. Negotiated the purchase of enterprise computing hardware, enterprise software licenses, support and engagement contracts. Reduced license and maintenance fees by over $16 million annually.• Developed and managed to an annual Operating budget of $6.4 million and Capital budget exceeding $29 million. Member of the IT Leadership Team. -
Manager, Network Management Systems And Process OwnerThe Boeing Company 1985 - 1999Arlington, Va, UsLed technical staff to provide application development and network management systems. Ensured the functional integrity of project deliverables. Provided integration activities for business processes to manufacturing business units on a cross-divisional redesign of IT processes using ITIL, CMMI, Lean Six Sigma and ISO. Contract Administrator for a $6.1 million technology contract. • Program managed the consolidation of two network control centers (NOC) and help desks to improve customer service and network reliability. Program completed on schedule, under budget and without a service interruption. Center complexity: 56 technicians, 1,300 network connections, and 11 platform vendors. Implemented eight process improvements saving $900,000.• Designed and deployed processes that enabled Business Units to correlate and report the impact of system issues to their production output and eliminated dual reporting activities.• Project managed the replacement of four systems with an internally developed C+ application / Oracle database utilizing rapid application development (RAD) techniques. Created interface with other databases for data mining. Reduced annual costs by $3.3 million, decreased design time from 11 days to 2.5 days, and enabled a 68% customer staffing reduction. CMM 3 certification.• Led the design of a custom measurement methodology for collecting and reporting metrics on network and system performance and process capability. • Area Operations Manager responsible for the 24 x 7 operations of the telecommunications and network at seven plants throughout the USA. Set-up the infrastructure; remotely managed the staff and mentored knowledge sharing to create the internal support structure. Restructured operating model saving $600,000 annually and reducing mean time to restore by 54%.
Margaret B. Skills
Margaret B. Education Details
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Principia CollegeBus. Admin / Philosophy / Religion -
Agile Certified Scrum Master
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Itil Foundations V2 & V3 + Practitioner
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Lean Six Sigma Yellow Belt
Frequently Asked Questions about Margaret B.
What company does Margaret B. work for?
Margaret B. works for King County, Wa
What is Margaret B.'s role at the current company?
Margaret B.'s current role is IT Division Director - King County Elections.
What is Margaret B.'s email address?
Margaret B.'s email address is ma****@****ile.com
What is Margaret B.'s direct phone number?
Margaret B.'s direct phone number is +120626*****
What schools did Margaret B. attend?
Margaret B. attended Principia College, Agile Certified Scrum Master, Itil Foundations V2 & V3 + Practitioner, Lean Six Sigma Yellow Belt.
What skills is Margaret B. known for?
Margaret B. has skills like Itil, It Service Management, Vendor Management, Program Management, It Strategy, Process Improvement, Integration, Sdlc, Service Management, Disaster Recovery, Service Level Management, It Service Delivery.
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