Nancy Gass Email & Phone Number

Oak Brook, Illinois

Responsible for all NA sites, IT Customer Liason between the Shared Service Center and Local IT. Assist in finding solutions and raising Project Review Forms.Hold End of Period meetings to discuss IT metrics and concerns.Assist with annual cross charge.Analyze Incidents and work requests, to find trends and areas of concern.

Greater Chicago Area

Windows 7 Certified | ITIL Certified | IT Procurement | Output Server Certified | Dell Certified | HP Output Management | Telecoms | RF | Printing | Customer Service | Site Support | MS Office Applications | Token Deployment | Customer Service | Software Deployment | Software Procurement | Asset Management | Creates Standard Operating Procedure

Greater Chicago Area

IT ProcurementSPOC for all local IT Mars NA central requisitions. Coordination of CR processes, create purchase requisitions in SAP, Lotus Notes and various in-house applications, including audits and deploymentProcurement of computers, software, IT equipment, working closely with managers to plan buys, work with vendors daily to obtain quotesReviewed new customer orders, requests, and changes Site SupportDeploy software to machines remotely, troubleshooting, issued license codesRepaired, reinstalled software such as MS Office, Lotus Notes, SAPGUIManage software licensing internally, maintaining compliance, legal requirements providing software reportsDeploy and administer RSA soft tokens.Ticket queue managementDeveloped relationships with call centerResearched and resolved issues on various computer systems and databasesSite Support Traveled as a backup IT support to our sales site Set up, refreshed computers in accordance with current dept. practicesOn-boarded new employees, explained protocols clearly and efficientlySupported customers with data connectivity issuesCoordinated hardware, software repair processes with outside vendorsPlanned, executed administered RF and Dazel HP Output Server moves to DR sitesMetricsProject lead which resulted in creation of metrics dashboard for NA Region IT site supportteams at 60 sites allowing management to see areas of improvement and repeat issues. Owned team productivity metrics for site teams, including bi-weekly meetings and all documentationCollaborated with cross-functional teams to draft project schedules and plans. Monitored team progress andenforced deadlinesTelecomsSupported 1200 Wrigley iPhone mobile phone users, using AT&T and Verizon services, by ordering, changing plans and configuring and troubleshooting phonesCross charging money internally between budget accounts using Lotus Notes proving actual cost for the teams services after travel/labor/expenses to service requester

Mars/Wrigley Itc

SAP, Printing and RFConfigure printing for SAP printers for Wrigley globally, creating new accounts, reset passwords and configured access for usersTroubleshot hardware and printing issues and worked with service providers to facilitate repairsConfigure access points for RF in all warehouses globally, managed IT setup and service requests for new sites working with Project Teams to ensure accuracyUpgraded server versions on RF and SAP serversDeployed SAPGUI globallyDeveloped documentation for common processes for both support staff and end-users for SAP printing and RF, including work-aroundAssisted with printing and RF naming conventions which are still used todayWorked with vendors to get standard printers, including low, medium and high output printers, through HP, Epson and Zebra corporationsChanged access points from a vendor proprietary access point to a CISCO access point globally saving thousands of dollars for the company by leveraging Wrigley security, this contributed to a reduction in operational costs of 50%Traveled to Germany to train coworkers in ways of working with printingDeployed SAP Web Delivery printing for third party vendorsAssisted customers with technical issues via email, live chat and telephone.

Greater Chicago Area

Started working at the Wrigley factory as Factory IT SupportRunning daily company jobs including AP reportsMonitored servers, troubleshooting as needed Worked with customers to resolve any IT issuesAdministrator on a AS400 systemAdministrator of Plant Maintenance systemHandled all Plant Maintenance issuesLiaison between Factory and Corporate supportTransmitted payroll and printed checks