Phaedra Hammonds Email & Phone Number

Kirkland, Wa, Us

Tukwila, Wa, Us

Tukwila, Wa, Us

New York, Ny, Us

Mass media corporation focused on commercial broadcasting, publishing, and television production. Driving automation of routine tasks and developing KPIs to improve efficiency and enhance customer experiencesManaging enterprise-wide ServiceNow platform, development team, business analysts, and customer portalAdministrating 24/7 Service Desk support for 23k+ business users across 11 different companiesOrchestrating implementation, training, and procedure documentation required to execute the Major Incident processLeading 10-person team in resolving and addressing 9K monthly incidents/requests

Premier processor of ferrous and nonferrous scrap metals, as well as pioneer of the “Greenfield” design for recycling plants. Managed IT client services for 16 corporate office, remote yard, and external partner locations; oversaw service desk technicians, network administrator, and procurement staff while serving as primary point of contact for escalationsRedesigned service desk, implemented Remedy force cloud solution, and administrated both Remedy force and Mitel PBXImplemented ITILv3 processes for incident management, change management, and problem management issues (Level 1-3)Built SLAs in accordance with needs and requirements of each business unit and external companyLed projects relating to IT service delivery software replacements, Citrix XenApp upgrades, and Mitel PBX implementations

Hanover, Md, Us

Providers of IT staffing solutions; ranked #1 in the industry by IT Services Business Report for eight consecutive years.Brought 78 Home Depot logistics sites into compliance with Corporate Infrastructure standards; oversaw communications, scheduling, testing, and implementationSaved Clorox $67K by completing Vista OS Upgrade 30 days ahead of schedule; led upgrades for 5K users across 45 locationsRecruited, onboarded, and managed four onsite technicians and ~50 remote technicians while ensuring service level compliancePrepared and delivered presentations on customer feedback data, maintaining lessons learned for future projects

Co-Own and serve as CEO of Imaging & Technology Integration; drive efforts to generate new clients, manage proposals, client presentations, and customer service.

Oakland, Ca, Us

Oversaw all regional IT activities for multiple sites including sales, plants, and distribution centers delivering services to 5K+ end users. Interviewed, hired, and terminated employees. Supervised, mentored, and evaluated 3 onsite and 15 remote technicians. Tracked all work performed in Remedy; generated monthly metric reports and presentations for Senior Management review that included percentage of tickets closed within SLA, categorized by severity levels, with target of 90% success. Drove project management, vendor management, RFP’s, WAP installations, new site development, site relocations, documentation management, telephony system installation/systems upgrades, end user support/training, equipment design, new systems functional testing, and site Ethernet network upgrades. Traveled quarterly to each site to discuss current operations and future service levels expectations. Key Contributions:• Saved up to 20% on multiple vendor contracts through diligent renegotiations.• Ensured smooth transition to outsourcing IT services to HP; traveled to Costa Rica to meet with helpdesk and server support teams to assess operations and streamline issue resolution procedures.

Oakland, Ca, Us

Promoted to manage former peers upon termination of previous manager; charged with supervising team of 5 analysts and engineers in deploying enterprise applications to 5K+ workstations. Monitored 2nd and 3rd level Remedy tickets, and enforced compliance with SLAs. Conducted quarterly and annual performance reviews and developed career plans for team. Supervised Microsoft patch management to maintain operational efficiency, close security vulnerabilities, and stabilize production environment.Key Contributions:• Boosted team morale and increased productivity 30% by meeting with team members one-on-one to discuss productivity roadblocks and devise solutions. • Piloted simultaneous rollout of 20 to 30 applications to multiple business units. • Served as Member of Change Review Board; monitored all proposed changes to minimize risks.

Oakland, Ca, Us

Maintained and deployed enterprise wide applications to 5K+ workstations. Managed rollout projects, and wrote scripts to automate installations. Provided 3rd-level support for all OS/applications issues. Partnered with Quality Engineering to facilitate regression testing for software packages prior to release. Created user documentation to facilitate standardized service.Key Contributions:• Performed as Technical Lead for Cisco VPN client rollout for 2K laptop clients; designed and packaged remote installation.

Oakland, Ca, Us

Supervised 6 Desktop Support Technicians. Ensured completion of Remedy system tickets.Key Contributions:• Promoted rapidly through ranks including Desktop Support Technician, Supervisor of Desktop Support, and Technical Lead.• Led migration of Creative Graphics department from Macintosh to PC for standardization.• Supported building of specialized Windows NT workstations for specific plant operations.

Bachelor Of Science, Information Technology

Associate Of Applied Science - Aas, Electronics & Computer Technology