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

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.

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.

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..
• 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.
• 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.
• 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.

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.
• 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.

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