Rita Estes Email & Phone Number

Peoria, Il

Develop and support our company intranet which resides on Office 365. Content Author for our external customer portal. The platform is Adobe AEM version 6.5.5.0.Provide support and updates to our external web site as well as SEO and SEO reporting.Manage Google AdWords for our direct to consumer products.Event planning for corporate receptions.Manage the procurement of branded products and the company store.

I have 6 full time and 1 part time associates on the RLI Service Desk. We provide support to approximately 750 RLI associates as well as external agents and brokers. The RLI associates are located in 28 locations. Our support responsibility spans 150+ applications, level 1 infrastructure, hardware support & break fix for printers, copiers, scanners & fax machines.The Service Desk manages all the computer configuration & deployment. This deployment process includes the management and versioning of computer images for laptops, desktops and virtual devices. We have implemented automated maintenance for our computers using Systems Center. However, our goal is to travel to our larger offices each year to provide hands on support, education and address any outstanding issues.Another aspect of the Service Desk is systems access provisioning. We have an automated change process that spawns tasks based on the type of access requested. We complete many of the tasks and manage the change until all tasks have been completed. The Service Desk provides training to our associates on new applications whether it's classroom, one on one or resource guides. We are also the communication hub for outages and IT related issues.We also manage a checkout pool of 8 laptops, 3 projectors and 2 Blackberry devices.Active directory is an important part of our infrastructure since many of our applications utilize AD as our authentication tool. We perform a reconciliation of AD & our payroll system twice a year.Along with managing the Service Desk, I also provide project management as needed. The most recent projects I managed were the implementation of call & incident management utilizing ITIL methodologies and the implementation of an automated computer configuration & deployment strategy.

Assigned projects to the Project Management team and balanced the project workload. Facilitate weekly Project Manager’s meeting to discuss current processes, process improvements and resolutions to outstanding issues. Met weekly with Supervision to discuss opportunities for the Project Management staff, review project workload, discuss productivity enhancements and brought recommendations from Project Management staff. Assisted Project Manager’s with daily project issues. Performed regular reviews of all service delivery projects for accuracy and timeliness. Continued to work as a Project Manager on larger, long term projects for Latin America, Asia Pacific, North America and Caterpillar Dealers. Assisted as a team member on two 6 Sigma projects for redesigning and defining our current Service Delivery process. This process was divided into several smaller more manageable processes that allow better alignment with our IT Service Management model. Provided mentoring to new employees and employees who were in the Caterpillar Marketing program. Made all necessary changes to the Global IT network database containing our customer site information, contacts and network assets. Worked with the development team to request and prioritize database enhancements.

Managed projects that affected or changed access to the global Caterpillar network. Responsible for timely project completion and meeting project budgetary requirements. Acquired project approvals from customers along with explaining business recovery model. Developed and managed project plan and project charter, as required. Facilitated project status meetings to coordinate project tasks with all necessary resources including network design and implementation. Prepared project spend folders outlining project expenses and providing the business case to Global IT management for project approvals. Organized circuit cutovers with vendors, customers and network implementation teams. Maintained customer relations with many different business organizations including Asia Pacific and Latin America.