Robyn Mcgregor Email & Phone Number

Austin, Tx, Us

At Q2, my focus as Senior IT Project Manager is centered on enhancing business infrastructure and processes through meticulous project management and deployment strategies. Our team's commitment to manufacturing process improvement and IT operations has been essential in the successful launch of critical cash management products.With over three years at Q2 and a background in agile methodologies, my role involves a strategic blend of IT operations and software project management, ensuring robust app-to-app synchronization and compliance with PMO and SOX procedures. This dedication to excellence and collaborative spirit has significantly advanced our service delivery in the financial technology sector.

Austin, Texas, Us

• Senior Project Manager managing Product development and deployment for suite of six (6) core Cash Management products at financial institution utilizing a blended support environment (project/operations) and matrixed (Dev, BA, QA) team members for app-to-app synchronization. • Applications, requirements gathering, validation/verification, resource, deployment mgmt and Audit/SOX compliance, contributed to PMO documentation & process development, to include project budget mgmt. (PM, Agile, Scrum)

Monroe, La, Us

♦ Direct and oversee all aspects of client relationship and service delivery for a $6.5M client to include, but not limited to the deployment of new and add-on services, all aspects of ongoing delivery of existing services in a steady-state environment as well as troubleshooting and resolving service issues in a crit-sit environment. Work closely with Sales to identify new business opportunities and renew the client’s existing services.♦ Serve as an advocate for the client’s needs within our organization and ensure efficient and effective delivery of contracted services.

♦ Developed strategic plans and tactical implementation programs for adoption of ITIL across client’s corporate infrastructure. Realigned Service Center and associated software and technologies, infrastructure support teams and drove organizational change. (BPR, Chg Mgmt, ITIL)♦ Directed nationwide service delivery and support management teams to identify and develop best practices to improve effectiveness, quality and lower overall support costs. (BPR, PMO, SLM)♦ Delivered Services Assessment Management Analysis to identify gaps, establish developmental roadmap and align division goals with Business needs. Made recommendations for key performance indicators that reflect voice of the customer. (ITIL, SLM)♦ Coached project leaders and team members to improve repeatability, reproducibility and customer satisfaction levels. (CSM, PMO)Sample Client Programs:Senior Service Management Consultant - (Management Consultant position)For Dell♦ Performed Services Assessment to identify key recommendations for key performance indicators to better reflect the voice of the customer and annual goals. (ITIL, SM)♦ Developed strategic roadmap, continuous service improvement approach (ITIL, Six Sigma & BPR)Senior Consultant, Service Management - (Management Consultant position)For Datalink♦ Developed strategic roadmap for Incident, Problem and Change Management with continual service improvement growth plan (ITIL & Six Sigma)♦ Performed Measurement Systems Analysis to include recommendations for key performance indicators to reflect the voice of the customer. (ITIL, SM) improvement. (CSM, PMO)

♦ Directed nationwide service delivery and support management teams. Identified best practices to improve effectiveness, quality and lower overall support costs. (ITIL, PMO, SLM)♦ Developed strategic/tactical portfolio of service management offerings to maximize value proposition of programs across large corporate accounts. (Six Sigma, Chg Mgmt, ITIL)♦ Delivered Services Audits and Initial Service & Process Assessments to identify gaps, establish developmental roadmap, align division goals with business needs and partner with clients. Made recommendations for key performance indicators that reflect voice of customer. (ITIL, Audit, SLM)♦ Coach/mentored associates to drive performance improvement. (CSM, PMO)

Mumbai, Maharashtra, In

Develop ITSM practice plans and tactical implementation programs for ITIL across the client’scorporate infrastructure. Prepare, deliver and present RFPs and CXO level overviews andworkshops. (Practice Management, ITIL)♦ Engagement management for nationwide service delivery teams through delivery developmentand identification of best practices through implementation to improve effectiveness, quality andlower overall support costs. (PMO, SLM)♦ Coach and mentor project leaders and team members to improve repeatability, reproducibilityand customer satisfaction levels. (CSM, PMO)

• Develop strategic plans and tactical implementation programs for adoption of ITIL across the corporate infrastructure to include realignment of Service Center and associated software and technologies, infrastructure support teams and organizational change. (BPR, Chg Mgmt, ITIL)• Direct nationwide service delivery and support management teams through development and identification of best practices to improve effectiveness, quality and lower overall support costs. (BPR, PMO, SLM)• Perform and deliver Services Assessment Management Analysis to identify gaps, establish developmental roadmap and align division goals with Business needs. Make recommendations for key performance indicators that reflect the voice of the customer. (ITIL, SLM)• Coach and mentor project leaders and team members to improve repeatability, reproducibility and customer satisfaction levels. (CSM, PMO)• Deliver ITIL Certification courses with an 96% pass rate. (ITIL, Education)

Arlington, Virginia, Us

Round Rock, Texas, Us

Transformed primary objectives into technical and service solutions to fulfill business plan. Member of senior management team and key contributor on mission critical direction. Reported to CEO. Led technical staff at 2 locations, to include: 24/7/365 Network Operations Center delivering remote Enterprise Management Services & Solutions to clients. Directed product and service development team. Planned, developed and delivered company’s software and service products.♦ Directed and constructed IT structure through implementation. Spearheaded development of Service Desk Processes, Operations Procedures, Reporting, Network Design and Implementation.♦ Drove product development: delivery, QA, product, internal and client SLMs/SLAs and site/production architecture.

Armonk, New York, Ny, Us

Directed Worldwide Professional Services, Customer Support & Internal and Customer Education groups. Managed Customer Programs & Engagements. Led teams throughout Americas and EMEA. IBM Certified Advanced Project Manager (2000)♦ Developed and implemented Knowledge Management program; to include web-based customer and internal support access strategy.Manager, Tivoli Service Desk & Senior Project Manager, 1998 – 2000Directed worldwide implementation of Service Desk to 4,500 Tivoli and 2,500 IBM adjunct employees.♦ Led process re-engineering for Purchasing to enforce and align with Business Controls and Corporate Initiatives. IBM Certified Advanced Project Manager (1999)♦ Founded Service Suite Support department and managed distributed team throughout Americas.Manager, Educational Services, 1998Founded/directed full-scale Education program to raise core and intermediate competency levels of U.S.-based employees. Supported new product deployment. Developed Knowledge Management program using Tivoli Service Desk, KML, Java, JavaScript, ColdFusion.♦ Led U.S.-wide process re-engineering for Purchasing, including development of web page to enforce Business Controls/Corporate Initiatives. Led multiple Infrastructure implementations.♦ Promoted in less than 6 months due to high level of Management & Employee Satisfaction.

Vevey, Ch

• Directed the Information Systems needs nationwide for Nestlé USA’s Legal, Corporate Real Estate and Corporate Security departments. Planned, managed and directed a conversion from AS/400 to PC & UNIX-based LAN/WAN. • Reduced outsourcing fees with TQM practices. Saved 10-15% by developing standards, policies, procedures, planning, recycling, instituting preventive maintenance and anticipating repair/replacement needs. • Developed Continuing Education programs that lowered learning curves by 25-33%.

New York, Ny, Us