Roxann Message Email & Phone Number

Gurnee, Il, Us

London, Gb

Abbott Park, Illinois, Us

Technical Project Manager for a variety of Infrastructure and commonly used end user application implementations globally (90 country). Large projects (over 70,000 users) leading to multi-million dollar savings include:- Webex to Teams- Workspace One to Intune - DMARC Policy EnforcementSmall projects include:Infrastructure buildouts for servers, databases, Citrix and other core technologies in support of business unit projects.Additionally supported Annual Plan, IS Project Portfolio reviews, project health checks for team, process improvement, and SharePoint site management for some key Infrastructure department sites.

Lake Forest, Il, Us

Directed business relationship management for remaining companies under TSA, IT Compliance, and standards, endpoint vendor management, ITSM core processes (Problem, Change, Knowledge, Process Integration) and application management. Served on Cybersecurity Core team, and Covid Case management.- Migrated 4 end-of-life monitoring (Event Management) solutions to new ITSM platform, achieving reduced support complexity and cost take out of $120K+. Stabilized project and completed integrations with Kelverion, Microsoft SCOM and Orchestrator.- Project managed and onboarded legacy Evergreen (now part of same company) to standard ITSM application and consolidated Service Desk within 2 months, on time and within budget, including additional business functions, standardizing support across merged company.- Onboarded new Service Desk provider within 5 months, as project team member for RFP development and review, provider selection, implementation, and service stabilization.- Implemented ticketing integration via email between EasyVista and SysAid along with ServiceNow, for exiting company.- Improved end user and support satisfaction by implementing new Service Issue workflow (Problem) within ITSM application, capturing support problem areas more readily within ticketing application for key IT processes and services.

Lake Forest, Il, Us

Oversaw business relationship management (Service Delivery) for 5 companies, IT Compliance and standards, ITSM core processes (Problem, Change, Knowledge, Process Integration) and application management. Served on Cybersecurity Core team.- Implemented newly supported ITSM solution that improved end user experience, IT efficiency and effectiveness, including 3-year reduction in costs of $300K+, and reduced support complexity of ITSM tools.- Re-established the role of Service Delivery Manager (SDM) within the organization from a dual role of project management and BRM to only a BRM role, enabling more focus on each Rank company that ensured on-time service delivery.- Migrated SAP Master Data organization process into ITSM application from custom developed workflow, allowing for more flexibility in the approval process and decommission of end-of-life applications.- Onboarded Graham Packaging (part of parent companies) to the new ITSM application and consolidated Service Desk, providing better ticket routing and support for the Graham business.

Lake Forest, Il, Us

Managed strategy and operation for a team of 43 responsible for Site Support, Service Desk of over 100 locations for 5 Rank companies along with ITSM main processes (Incident, Problem, Change, Knowledge, Process Integration) and solution.- Rationalized job descriptions, assessment methodology, job grade scale, and set appropriate compensation for the Site Support team that merged from multiple organizations, attaining more transparent career paths, meaningful objectives, and team satisfaction.- Grew Site Support contribution through selected partnerships with level 3 and 4 teams, technical and project management training, and tying to hands-on experience in the field, creating a more flexible and agile team.- Reduced outsourced Service Desk cost fluctuation of up to $10K/month through vendor contract renegotiation, while improving level 1 capability.- Developed strategic roadmap that improved overall ITSM process and application efficiency and effectiveness. Led RFP for new ITSM solution with team comprised of all supported companies.

Lake Forest, Il, Us

Led the upgrade of two large instances of SAP to ECC6.0 with over 30 integrations within 7 months on-time, within budget, and within expected quality. Team consisted of both business and IT subject matter experts.

Lake Forest, Il, Us

Provided Business Relationship Management role for IT Shared Services for the 2 largest supported companies within the same parent company. Engaged in project management delivery, onboarding and off-boarding IT Services, continuous service improvement, Business Continuity events, Communication plans, and Resource Management.- Served on PMO start-up team on all strategy, process development, training development, delivery, process, and tool for 5 distinct company IT organizations.- Managed Service Desk consolidation project consisting of 2 Service Desk organizations into 1 team, 1 process, and 1 tool.

Lake Forest, Il, Us

Managed IT Disaster Recovery, Change and Problem Management, ITSM tool, Intranet site management, Data Center raised floor, and Software Code Promotions. Managed Business Continuity events as a core team member. Provided ongoing training, procedure updates, and facilitated event discussions.- Implemented a standard, simple to maintain, business continuity program that included templates, procedures, communication, training, tabletops, and a website for Order-to-Ship operations.- Reduced spend by over 20% for Disaster Recovery program, achieving year-over-year improvement in process, procedures, skills depth, and plan communication.- Created standardized procedures, across all platforms, after taking ownership of Software Code Promotions, reducing time to train new employees. Procedures still in place for SAP.

Lake Forest, Il, Us

- Upgraded 10 manufacturing sites, of up to 1.5M square feet and $2M budget on time and in budget.- Assisted in identifying resources, prioritizing projects, funding, and analysis for Service Management (end user services) projects. Led multiple small projects in this area.- Implemented IT Asset Management as co-project manager. Project created life-cycle management of all IT assets within environment using Remedy Asset Management 5.0.- Formed and led a new team to create and manage testing of computer imaging and polices, leading to reduction in deployment defects and improved customer satisfaction.

Aaseet, Electrical Engineering

Bachelor'S Degree, Computer Science