Paula Cunningham work email
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Highly Accomplished IT LeaderHighly competent and accomplished Information Technology professional with extensive background in leadership, technical Services, as well as capability in bridging the gap between technical and non-technical personnel. Possess comprehensive experience in the implementation of employee relationship management. proven expertise in directing successful IT departments and technical support programs; consistent history of reducing costs, improving efficiency, and increasing productivity, along with providing a positive customer experience.Proficient in planning and supervising technology implementations and upgrades; able to work with end users to determine requirements. Well-developed communication skills and ability to work well independently and as part of a team; skilled at developing effective client relations, providing superior client service and satisfaction with direct interface with CEO, CFO and other board members.Extensive background with ServiceNow, BMC Remedy, Work Day, O365, Okta, Duo.Vast experience in employee relationship, vendor management along with contract negotiation.COMPETENCIES:■ Knowledge of structured Service Delivery through ITIL methodology■ Analytical thinker and keen problem solver■ Experience in outsourcing and off-shoring■ Exceptional project designing abilities■ Skilled in technical development, and business analysis■ Hands-on and performance-driven manager■ Courageous Leader■ Innovative Thinker■ Change Agent■ Staff Supervision & Training■ Process Improvement■ People Developer■ Executive PresenceACCOMPLISHMENTS:~ Led the successful return-to-office activities for NYC offices, ensuring workstation, printer, Wi-Fi, and AV readiness, and resolving issues before reopening.~ Implemented and oversaw a new Change Management process enhancing operational efficiency and compliance with ISO 7001 certification through the global deployment of McAfee (DLP/FRP).~ Implemented ITSM solutions (ServiceNow) using ITIL best practices, and significantly contributed to the Workday integration project.~ Collaborated in the design and delivery of a proprietary chatbot for the LVMH Service Desk, contributing to continuous improvement and innovation in client support services.~ Directed Blue Ocean implementation, reallocating tasks to streamline operations and enhance team focus on critical projects, achieving substantial cost savings and enhancing customer satisfaction.Contact me at marypaula.cunningham@gmail.com I am looking for a new opportunity.
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CaregivingCareer Break Aug 2022 - Jun 2024Needed to take a necessary career break to provide end-of-life care for a relative in the NYC metro area. Following this, I relocated to the Southeast and dedicated myself to sharpening my skills in budgeting, customer advocacy, leadership, vendor management, and communications. Now, I am eager to re-enter the workforce, leveraging my strong IT leadership skills.
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It Service Delivery Manager (Consultant)The Estée Lauder Companies Inc. Jun 2020 - Jul 2022New York, Ny, UsAccountable for the IT services a single point of contact for local issues, supporting IT services across suppliers both internal and external. Ensured local IT needs are accounted for by balancing global standards. Managing the relationship with the business to ensure the IT service organization has early insight into changing business needs and priorities. Strong hands-on with ServiceNow that required proficiency in building queries, reports, and dashboards.Key Achievements:• Managed renewal/upgrades with local vendors along with working with Global Procurement teams, to manage contract renewal dates.• Understand areas of weakness/opportunities for improvement in service offerings and provide feedback to vendors.• Assist in developing site budgets & monitor spending against the budget.• Identified the barriers and potential risks and possible unintended consequences of a technology change to the local business.• Main escalation point between ELC users and MSP (Managed Service Provider).• Led return to office activities for majority of ELC’s NYC offices activities included workstation, printer, Wi-Fi & AV readiness. Ensured any issues were remediated prior to office opening. -
Sr. Service Delivery Manager (Consultant)Stefanini Jun 2019 - May 2020Jaguariuna, Sp, BrHave overall relationship responsibility with client. Directly managed 16 Level 1 & Level 2 staff members. Recruited to launch service desk and on-site desk side support services. Single point of contact for delivery of all services for client (LVMH). Monitor service level compliance and proactively implement corrective measures. Create and maintain budgets.Key Achievements:• Responsible for day to day delivery of Service Desk and field Services to client.• Provide leadership, direction and coach/mentor team.• Implement, monitor and adhere to Best Practices.• Assist with new launches or new business with client (s).• Lead on-going Service Delivery Meetings.• Drive Continuous Improvement.• Monitor service level compliance and proactively implement corrective measures.• Assisted in delivery of a proprietary chatbot for LVMH Service Desk. -
Sr. Manager, It Global Client Services (Consultant)Ipc Systems, Inc. Jun 2018 - Apr 2019Jersey City, New Jersey, UsDirectly Manage 17 Level 1 & Level 2 staff members and offshore global support providers. Defined strategy and roadmap for engineering and mobility services. Responsible and had ownership for leading the operational delivery of IT end to end services globally. Ensuring the staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service. Key Achievements:• Trained, coached, and mentored team members including career development.• Oversaw Change Advisory Board (CAB). Put into effect a new Change Management process.• Developed technology strategies for the business unit that align within the overall business strategy.• Successfully deployed McAfee (DLP/FRP) throughout IPC globally to aid in ISO 7001 certification.• Served as key contributor in IT annual budgeting and planning track IT spend which includes PO review and approval.• Handled Remedy upgrade for IT Global Service Desk.• Led desktop engineering initiatives.• Managed vendor relationships. -
Sr. Manager Client Services, Global Service Desk Technology SupportA+E Networks Apr 2016 - Apr 2018New York, New York, UsDirectly Managed mid-level staff members and global support providers. Manage Technology Customer Support Desk for US and International Offices. Help define the international customer experience, vision, strategy, and business plans and ensure alignment across international business partners, regions and functions. Ensure compliance requirements are met, balancing the A&E Networks culture with in-country rules and regulations.Key Achievements:• Evaluate team member calls and provide coaching and feedback to ensure team members are delivering service in a high quality and effective manner.• Build and lead a US & International Service Desk team.• Ensured international support requests are delivering with the same amount of attention and support as those in the US.• Coordinate and oversee Major Incident process in regards to High priority / High Impact outages and system changes with multiple teams within IT and across global offices to ensure coordination and the least amount of impact to operations.• Manage and Monitor all open tickets to ensure closure to the established/committed response and resolution times. • Ensure compliance to SLAs across regional and international offices as well as third-party service providers. • Collaborate and manage contracted international third party providers to resolve and/or escalate service issues. • Manage Automatic Call Distribution (ACD) and Service Now systems to ensure compliance across a globally distributed team. • Design and implement ITSM solution (ServiceNow) across the enterprise utilizing ITIL best practices for Incident, Request, Knowledge, Problem, and Change. -
It Associate Director, Re:Sources It, Part Of The Publicis GroupeRe:Sources It Dec 2010 - Nov 2015Paris, France, FrProvided leadership and direction to all aspects of enterprise-wide client IT services, technology upgrades, standards, procedures, architecture, and network security. Supervised and mentored IT staff of 34. Oversaw training program for inclusive staff development. Served as the internal customer advocate responsible for addressing and resolving issues. Managed multiple team activities in project Orion, a changeover and upgrade from Lotus Notes and Novell to Outlook and Active Directory.Key Achievements: • As an Associate Director I was responsible for managing and overseeing an operational team consisting of Operations Managers, Operations Supervisors, Senior Ops Analyst and Ops Analysts. • Had the overall responsible for guiding the strategy and architectural plan for a specific area of operations.• Establishes technical priorities, standards and procedures. • Understand all enterprise processes and ensures adherence to policy. • Driven to find technology solutions to improve a portion of the operational environment and provide comprehensive recommendations to the Senior Operation Committee (C Level) both IT and non-IT. • Responsible for evaluating, selecting, and implementing proper technology solutions to solve business problems.• Meet with key customers to recommend solutions and resolve critical situations. • Directed senior team member that provided C-level Executives white glove support for the advertising agencies owned by The Publicis Groupe. -
Service Owner Manager/ Service Delivery Manager, Client Services It AmericasUnilever Apr 2008 - Dec 2009Blackfriars, London, GbService Owner Manager / Service Delivery Manager, Client Services IT AmericasManaged and coached a team of 6 employees in performing at optimal levels. Ensured Service Level Agreements (SLAs) were delivered above 95% of the time. Had the responsibility, accountability & ownership for leading the operational delivery of end-to-end services to Unilever’s Global Business Units in accordance with Service Level Agreements (SLA’s), Operational Level Agreements (OLA’s), and underpinning contracts. Lead and facilitates process improvement teams and other continuous improvement mechanisms. Collaborative effort in creating SOW’s with various global vendors.Key Achievements:• Formulated strategies to improve service delivery and enhanced efficiency. • Served as a Major Incident Manager responsible for defining task execution. • Facilitated reporting of client services performance and action plans to secure performance gaps to business partners. -
Manager, Desktop Support End User Services NaUnilever May 2003 - Apr 2008Blackfriars, London, GbManaged 25 full-time employees and 36 contractors in daily job duties. Spearheaded operations management for the division. Delivered North America (US and Canada) Deskside Services programs including staffing, combined supplier, and Unilever resources. Identified and satisfied client requirements in direct support of business unit strategies. Key Achievements:• Managed a $9M (USD) budget for the US.• Created and managed $2M (CAD) department budget for Canada.• Exceeded the achievement of Service Level Agreements (SLA 95% target).• Achieved customer satisfaction while ensuring a high degree of team productivity.• Served as the primary point of contact for growth involving operational activities within all sites in North America. • Accountable for team members that provided on-site and in-home VIP support across North America (US and Canada).
Paula Cunningham Skills
Paula Cunningham Education Details
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Mercy UniversityComputer Science
Frequently Asked Questions about Paula Cunningham
What is Paula Cunningham's role at the current company?
Paula Cunningham's current role is IT Service Delivery Manager | Client Services Manager | IT Senior Manager / Director | Global Technology Leader | Vendor Management | ITSM Manger | Executive Presence | Customer Focused | ITIL Certified.
What is Paula Cunningham's email address?
Paula Cunningham's email address is mp****@****aol.com
What is Paula Cunningham's direct phone number?
Paula Cunningham's direct phone number is +120140*****
What schools did Paula Cunningham attend?
Paula Cunningham attended Mercy University.
What are some of Paula Cunningham's interests?
Paula Cunningham has interest in Natural Life Entertainment, Mother And Son, Company, Hendrick Motorsports, Nascar, Crown Worthy Trichology Studio, Throwback Lounge, The Jackie Robinson Foundation, Paulo Coelho, Community.
What skills is Paula Cunningham known for?
Paula Cunningham has skills like It Service Management, Vendor Management, Business Analysis, Management, Outsourcing, Itil, Program Management, Project Management, Technology Product Development, Leadership, Service Delivery, Networking.
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