Paige Browne Email & Phone Number

Flower Mound, Tx

Provide project oversight and management to drive key technical deliverables for external customers. Also lead on internal process improvements across the company to drive continual improvement initiatives. • Developing and managing project plans by utilizing standard templates and customizing for individual client requirements• Acting as a liaison between clients, prototype:IT’s technical staff and vendors• Setting appropriate expectation with clients• Managing client on-boarding, in-life projects and off-boarding • Completing projects with prototype:IT’s company strategy, standards and client commitments• Performing gap analysis by analyzing and documenting the “as-is” processes and defining and documenting the “to-be” processes.• Continuing to assess, document and drive process continual improvement across all of prototype:IT.• Creating standard templates and styles for future re-use and consistency among documents.

Dallas/Fort Worth Area

Defining, documenting and analyzing IT processes for Identity and Access Management and Cross Enterprise platform team. • Performing gap analysis by analyzing and documenting the “as-is” processes and defining and documenting the “to-be” processes.• Continuing to assess, document and drive process continual improvement.• Working with technical engineers and teams to create, document and maintain end user and technical Standard Operating Procedures (SOPs), procedures and work instructions. • Creating standard templates and styles for future re-use and consistency among documents.• Encouraging and driving adherence to newly adopted ITSM enterprise standards and tool.• Creating and documenting business requirements for Active Directory team to migrate requests into new Service Request workflows/tool. • Performing testing, implementation and post-implementation monitoring of new Service Requests workflows. Acting as a focal point for team members training, questions and issue resolution. • Working within the Agile framework, creating and working user stories, backlogs and iteration planning.

Dallas/Fort Worth Area

Owned and led the IBM outsourcing process deliverable (Process Interface Manual (PIM)). Served as a team (service) leader for process analysts. Set documentation standards and led service improvements. • Interfaced with IBM teams around the globe to drive the PIM process for clients who are in transition as well as existing clients improving steady state processes.• Worked with IBM Six Sigma experts on a large scale project to overhaul the Process Interface manual templates and delivery process.• Facilitated the maintenance of templates, processes and procedures with key content owners from North American, Latin American and Europe.• Trained new employees in Costa Rica, providing knowledge of process management for outsourcing contracts by developing new training material and updating existing documents.• Trained, mentored, and directed teams on delivery process documents, resulting in deliverables that met all contractual obligations and requirements.• Designed and developed new comprehensive set (45) of standard IT service delivery process templates, aligned to ITIL v3 and IBM’s best practice for outsourcing work, facilitating client’s transition to steady-state IT operations for all future contracts.• Maintained standards list for performing QA checks on all delivered documents, ensuring high-quality deliverable while meeting client requirements.• Worked as Lead Process Architect in addition to Service Lead to ensure client deliverables and satisfaction• Partnered with other service leaders providing seamless service from transition to steady-state.

Greater Chicago Area, Dallas/Fort Worth Area

Led team of 3 – 6 employees per project through development of Process Interface Manual for contractual deliverables of selected out-sourcing clients. Working with various clients depending on needs of the business. Overall quality of the process contract deliverables. Ensured schedules, costs, and requirements were met according to multi-million dollar contracts for strategic outsourcing services. Managed 2 – 3 concurrent multiple projects at given time.• Analyzed, translated and mapped contract requirements to standard IBM processes and services (service responsibility matrix) for each account project.• Mentored and directed teams on standard process templates aligned to ITIL V3 and IBM’s best practice for outsourcing work, facilitating client’s “go-live” transition to steady-state IT operations, resulting in deliverable that met all contractual obligations and requirements. • Facilitated virtual workshops with subject matter experts both IBM internal and external customers to develop and document processes, workflows, narratives, policies, RACI charts, measurements, and procedures, meeting aggressive delivery schedule.• Facilitated joint reviews with client, going over customized documentation and negotiating process content differences between IBM and client.• Produced high-quality, clean, and concise deliverables while maintaining standards list and performing quality assurance (QA) checks on all delivered process documents.• Trained new employees and mentored global team members, providing basic knowledge of process management for outsourcing contracts by developing new training material and updating existing documents.• Partnered with IBM process architect colleagues to drive consistent quality process deliverables to our clients.• Provided timely status and met overall schedule by managing team tasks and reporting team status to management.

Greater Chicago Area

Led process documentation during transitions of commercial accounts to IBM GS service standards. Active member of the Deskside Competency Measurements team, which oversaw key measurements for all IBM Global Services Central region accounts, and mentored the account support teams to ensure the measurements were accurate, as well as assisting accounts with process re-design.• Develop processes around SLA’s, work instructions for Field Maintenance, and all training materials for IBM Deskside staff.• Analyzed resource time/activity reporting vs. interlock reporting for Deskside groups.

Greater Minneapolis-St. Paul Area

Led the Help Desk transformation team to align request process with the new process templates.• Owned the request management process that ensured audit readiness and compliance. • Created and conducted process training for all Customer Service Center (CSC) Help Desk personnel. • Acted as primary CSC liaison with the Project Office for all pertinent service requests, and on finalizing and implementing many contract changes.• Partnered with the Problem Management and Knowledge Management teams for all process improvement. • Gathered and validated customer billing data for monthly reporting. • Led the extension of the ISO9002 certification for AMEX Help Desk.

Greater Minneapolis-St. Paul Area

Lead on the Client Help Desk migration project of customer population to Windows 95. Worked as a primary representative for Problem Management reporting. Assisted with the training of new analysts and development and re-training of existing analysts. Worked with the customer to provide training, special reports and projects as needed.

Greater Minneapolis-St. Paul Area

Provided Level 1 phone support to clients in the field. Created a process for providing follow-up for dissatisfied customers through the Customer Satisfaction surveys, and was a focal point for all customer callbacks.

Mathematics

complete 1 year credits

Pre-Medicine/Pre-Medical Studies

completed 2 years credits