Melissa Hodges Email & Phone Number

Troy, Michigan, United States

Troy, Mi

▪ Provide management and leadership to a team of 10+ Technology Analysts and Support Coordinators responsible for the technology support within various Vendor Management Systems for over 100 MSP (Managed Service Provider) programs.▪ Oversee the global escalation and ticketing process for all technology related inquiries, issues, strategic initiatives, complex configuration changes and resolution activities.▪ Develop and sustain strong partnerships with 3rd party vendors, program office and executive leadership as well as internal support teams to successfully implement and support technologies critical to overall success of AGS client programs.▪ Leverage data and analytics to monitor and drive SLAs and KPIs within the ticket management lifecycle as well as drive strategic decisions surrounding account alignment and support based on trend analysis.▪ Foster opportunities for individual career development and training for Analysts, conduct annual performance reviews, and administer corrective action and performance improvement plans as needed.▪ Supported the restructuring and implementation of internal Technology Operations workstreams, support structure, and roll out of automated processes via the Catalytic automation platform.

Troy, Mi

- Partnered with Operational Excellence Directors and AGS Program leaders to conduct Program Health Checks that analyze operational practices and technical functionality within MSP accounts.- Deliver recommendations to program leaders and client sponsors on opportunities to achieve operational excellence, technology maturation, and best-in-class services offerings. - Created and implement strategies that will enhance overall program service by eliminating operational gaps, non-compliance trends and missed business objectives, as well as maximize process efficiencies and promote program office productivity- Conducted post-deployment assessments to identify key business impacts from implemented outputs such as cost/time savings, risk mitigation, efficiencies gained, revenue generated and program growth. - Promoted thought leadership, quality and standardization across all AGS accounts.

Troy, Mi

- Leveraged technology assessments, technology reviews and Quarterly Business Reviews to develop and drive strategic initiatives for MSP accounts in order to mature AGS Programs within the VMS Technology. - Conducted regular Technology Assessments to drive VMS new feature usage and enhance system configurations to promote program operational efficiencies. - Performed project management activities to drive technology related projects towards completion.- Supported implementation and expansion efforts for MSP clients from a technology configuration perspective. - Developed strong relationships and partnerships with internal AGS employees, key client stakeholders and technology partner contacts across all organizational levels for technology related work efforts, projects and implementations- Performed testing within the Vendor Management System (VMS) test sites for any configuration changes and enhancements made within the tool prior to pushing the requested changes to the production environment.

Troy, Mi

- Responsible for troubleshooting and providing second level support on technology related incidents and service requests for Beeline MSP Accounts in order to resolve issues prior to further escalation to the Technology Partner.- Developed strong relationships and partnerships with internal AGS employees, client sponsors and technology partners contacts across all organizational levels for technology related work efforts, projects and implementations. - Conducted training for internal AGS employees on Salesforce.com ticket entry and VMS functionality.- Vetted and submitted any technology related defect and service request tickets to the Technology Partner via Salesforce.com.- Performed project management activities to drive technology related projects towards completion. - Managed and tracked the lifecycle of all technology related tickets and projects within Salesforce.com.- Participated in Quarterly Technology and Operational Business Reviews. - Performed testing within the Vendor Management System (VMS) test sites for any configuration changes and enhancements made within the tool prior to pushing the requested changes to the production environment.- Generated weekly reports and facilitated weekly technology status review calls with Client Sponsors, the Program Office and the Technology Partner. - Consulted regularly with AGS Supply Base, AGS Business Analytics, and Program Office team members for data template creation, data correction and data upload activities and projects.

Troy, Mi

- Responsible for vetting, troubleshooting and providing second level support on technology related incidents and service requests to resolve issues prior to further escalation to the AGS Technology Analysts and/or the Technology Partner- Partnered with Technology Analysts for Beeline MSP accounts to submit any technology related defect and service request tickets to the Technology Partner via Salesforce.com.- Managed and tracked the lifecycle of all technology related tickets within Salesforce.com. - Generated weekly technology ticket summary review reports and led weekly technology status review calls with internal AGS Program Office users, AGS Client Sponsors, and the Technology Partner to drive all tickets to resolution in a timely fashion. - Conducted testing with the Vendor Management System (VMS) test sites for any configuration changes and enhancements made within the tool prior to pushing the requested changes to the production environment.- Interacted and consulted regularly with AGS Supply Base, AGS Business Analytics, and Program Office team members for data template creation, data correction and data upload activities and projects.

Troy, Mi

- Liaised with client managers and suppliers as part of an MSP (Managed Service Provider) to manage all stages of the contract labor hiring process, including job request creation and qualification, reviewing of candidate resume submittals, assisting in scheduling of interviews, over-sight of candidate selection and on-boarding activities, and management of assignment extensions and off-boarding activities.- Performed day-to-day helpdesk activities and serve as direct support for client and supply base for all issues, inquiries and escalations pertaining to the Vendor Management System and program operations. - Provided user support for vendor management system (VMS) and escalate helpdesk tickets to VMS provider when needed.- Created and distribute training manuals and documentation to client and suppliers; Implement and lead supplier and client manager training sessions on process changes and technology changes/enhancements. - Managed supplier base performance through supplier forums, scorecard reviews, and on-boarding audits.- Implemented disciplinary actions for supplier base as a result of program non-compliance. - Ensured that service level agreement (SLA) metrics are being reached.

- Provided full cycle staffing solutions for contract and direct hire employment opportunities within the Clinical Research industry. - Qualified job orders and recruited qualified candidates by sourcing resumes on job boards, networking sites and job fairs.- Interviewed, screened and qualified potential candidates for positions within Clinical Research including Clinical Project Managers, Document Coordinators, Clinical Research Monitors, Regulatory Affairs Associates, Pharmacovigilance and Drug Safety Specialists.- Conducted reference checks as well as employment history and education verification for potential candidates. - Developed candidate profile summaries and formatted resumes to present to clients in consideration for open positions. - Facilitated, developed and maintained customer and candidate relationships. - Sourced and identified new business opportunities through cold calls, networking and skill marketing candidate resumes to potential customers.

- Provided full cycle staffing solutions for contract and direct employment within the automotive, and information technology industries.- Recruited for various levels of fields including engineering, project/program management, CAD design, purchasing/logistics, finance and administrative.- Utilized Adapt, professional networking tactics and internet career boards to source and screen potential candidates for placement within existing employment opportunities.- Conducted internal interviews and phone screens with prospective candidates to determine the most hirable candidate for each requisition.- Represented the company at diversified career fairs to ensure consistent candidate flow and company brand promotion. - Negotiated salary and benefit requirements with prospective candidates. - Counseled candidates on relative benefits and features of employment opportunities. - Prepared pre-submittal and pre-employment documents in accordance with policies and procedures of various clients and coordinated new hire start dates between clients and candidates

- Managed all aspects of the staffing process including monitoring requisition activity, reviewing applications, scheduling onsite interviews, extending and finalizing job offers and coordinating pre-employment testing within multiple industries, including pharmaceutical sales, banking, and light industrial.- Acquired, collated, and stored onboarding documentation for each candidate within an electronic data storage system.- Maintained efficient correspondence between the client, candidates and internal leadership.

B.S.

Activities and Societies: Phi Sigma Sigma

Education record