Paula Hopkins Email and Phone Number

•Serve as analyst on a project implementing a new IT Service Management system; Scrum methodology•Collaborate with service owners to gather data requirements and conduct use case testing•Analyze, map and document processes with a focus on process optimization and elimination of waste•Conduct best practice research and application to provide solution recommendations •Influence without direct authority, facilitate diverse working groups and achieve consensus for change quickly but… Show more •Serve as analyst on a project implementing a new IT Service Management system; Scrum methodology•Collaborate with service owners to gather data requirements and conduct use case testing•Analyze, map and document processes with a focus on process optimization and elimination of waste•Conduct best practice research and application to provide solution recommendations •Influence without direct authority, facilitate diverse working groups and achieve consensus for change quickly but effectively•Analysis of feedback from customer surveys to identify root causes and trends Show less

•Co-Managed a portfolio of information technology projects for 300+ end usersDefined project scope, goals and deliverables supporting business goals; Identified and resolved issues and conflicts within the project team; assessed resource requirements during project life cycle and made adjustments accordingly•Directed implementation of enterprise docketing software; gathered requirements from end users and stakeholders during new product design and implementation•Managed upgrade to… Show more •Co-Managed a portfolio of information technology projects for 300+ end usersDefined project scope, goals and deliverables supporting business goals; Identified and resolved issues and conflicts within the project team; assessed resource requirements during project life cycle and made adjustments accordingly•Directed implementation of enterprise docketing software; gathered requirements from end users and stakeholders during new product design and implementation•Managed upgrade to VoIP, including upgrade and training scheduling; main point of contact for issue reporting and tracking after implementation •Led enterprise knowledge management project focusing on the integration of data from multiple systems•Steered the roll out of a new operating system, including scheduling upgrades to each desktop while end users attended training Show less

•Developed and lead a program for Process Improvement Projects utilizing Six Sigma, Lean Six Sigma and Lean Sigma for Law Firms methodologies; mentored Green Belt projects in various departments•Defined project scope, goals and deliverables supporting business goals in collaboration with senior management and stakeholders; Negotiated for resources from within the organization•Vetted several vendors for selection and implementation of a project management software system for the firm;… Show more •Developed and lead a program for Process Improvement Projects utilizing Six Sigma, Lean Six Sigma and Lean Sigma for Law Firms methodologies; mentored Green Belt projects in various departments•Defined project scope, goals and deliverables supporting business goals in collaboration with senior management and stakeholders; Negotiated for resources from within the organization•Vetted several vendors for selection and implementation of a project management software system for the firm; established standards for use; conducted training for users•Reduced check request cycle time from an average of five days to two days•Improved the capture of soft disbursements costs resulting in 100% charge back to clients•Decreased help desk work order cycle time from an average of seven days to three days•Enhanced efficiency of new hire on-boarding process in the information systems department Show less

•Provided Six Sigma project management, process analysis and improvement recommendations to client facing teams to optimize, standardize and improve the quality and efficiency of client services•Key deliverables including (but not limited to): process mapping, defining customer and market requirements, data collection and statistical measurements, data and root cause analysis, identifying and evaluating solutions, implementation, developing process controls, change implementation plans and… Show more •Provided Six Sigma project management, process analysis and improvement recommendations to client facing teams to optimize, standardize and improve the quality and efficiency of client services•Key deliverables including (but not limited to): process mapping, defining customer and market requirements, data collection and statistical measurements, data and root cause analysis, identifying and evaluating solutions, implementation, developing process controls, change implementation plans and training plans•Collaborated with Master Black Belt and Vice President of division in vetting potential projects in alignment with strategic goals•Established and continually managed project expectations with team members and other stakeholders•Developed process between client and vendor to control and audit the appropriate use of vendor services and pricing•Reduced number of document support jobs sent to third-party vendors by an average of 45% per month•Decreased document support services non-conformances by an average of 80% or 8 non-conformances per month Show less

-Managed on-site imaging, reprographic, facsimile, mail and internal delivery services for law firmsleading teams with up to twenty-five employees-Improved account status from critical to contract renewal resulting in a 15% increase in revenue within two months of hire-Projected and analyzed monthly financial results and prepared monthly variance reports detailing action plans for improvement-Focused resources on critical needs; defined plans and actions consistent with business… Show more -Managed on-site imaging, reprographic, facsimile, mail and internal delivery services for law firmsleading teams with up to twenty-five employees-Improved account status from critical to contract renewal resulting in a 15% increase in revenue within two months of hire-Projected and analyzed monthly financial results and prepared monthly variance reports detailing action plans for improvement-Focused resources on critical needs; defined plans and actions consistent with business needs;organized initiatives to achieve optimal results within critical timelines Show less