Renee Slavens, Mba, Csm Email & Phone Number

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

• Manage a team of 1 Senior Technician and 6 Service Desk associates• Lead operational activities related to daily standups, user training, and critical incident management• Provide forecasting and variance analysis for $20M IT budget• ISO 27001 functional lead requiring policy review, CAPA management, and participation in internal\external audits for owned policies.• Lead IT projects related to integration of new subsidiary company and divestiture of business unit requiring… Show more • Manage a team of 1 Senior Technician and 6 Service Desk associates• Lead operational activities related to daily standups, user training, and critical incident management• Provide forecasting and variance analysis for $20M IT budget• ISO 27001 functional lead requiring policy review, CAPA management, and participation in internal\external audits for owned policies.• Lead IT projects related to integration of new subsidiary company and divestiture of business unit requiring coordination of multiple cross functional teams.• Worked with enterprise development team to establish processes and permissions to allow the Service Desk to create\manage items in the IT Self-Service Catalog.• Used data analysis to drive Service Desk enablement activities to increase team knowledge and permissions resulting in 13% increase in team ownership.• Continued to mature QA program resulting in 10% increase in team quality scores and user satisfaction. Show less

• Supervised a team of 6 Service Desk associates• Participated in project teams to implement new ERP system and a new phone system by mapping processes, developing user communication, creating UAT scripts, and supporting project implementation.• Assumed system administrator responsibilities related to new badge system managing system configuration, process definition, and user documentation.• Coordinated Go-Live readiness related to several new organizational wide technology… Show more • Supervised a team of 6 Service Desk associates• Participated in project teams to implement new ERP system and a new phone system by mapping processes, developing user communication, creating UAT scripts, and supporting project implementation.• Assumed system administrator responsibilities related to new badge system managing system configuration, process definition, and user documentation.• Coordinated Go-Live readiness related to several new organizational wide technology implementations.• Implemented new reward system to promote productivity and quality• Identified and implemented key enhancements to ticketing system to better support business processes and increase reporting visibility. Show less

• Provided coaching and support for 5 team members• Implemented QA process that led to a 5% increase in user satisfaction scores• Provided integral role in preparing the team and leading processes related to integrating a new company acquisition that resulted 2x increase in user support base. • Helped facilitate organizational wide hardware refresh by assisting with process definitions, user communication, project implementation, and tracking.• Identified and implemented key… Show more • Provided coaching and support for 5 team members• Implemented QA process that led to a 5% increase in user satisfaction scores• Provided integral role in preparing the team and leading processes related to integrating a new company acquisition that resulted 2x increase in user support base. • Helped facilitate organizational wide hardware refresh by assisting with process definitions, user communication, project implementation, and tracking.• Identified and implemented key enhancements to ticketing system to better support business processes and increase reporting visibility. Show less

Indianapolis, Indiana Area

Effectively managed a multi-unit team of 28 Tier 1, Tier 2, QC, and implementation services support staff for SaaS and software based applications.• Lead process improvement initiatives using Lean Six Sigma methods to gain a 15% increase is first contact resolution, 33% increase in employee retention, 7% increase in overall team quality and 10% increase in customer satisfaction. • Lead cross-platform migration of 2000+ customers by conducting business process and… Show more Effectively managed a multi-unit team of 28 Tier 1, Tier 2, QC, and implementation services support staff for SaaS and software based applications.• Lead process improvement initiatives using Lean Six Sigma methods to gain a 15% increase is first contact resolution, 33% increase in employee retention, 7% increase in overall team quality and 10% increase in customer satisfaction. • Lead cross-platform migration of 2000+ customers by conducting business process and requirements analysis, developing new procedures to facilitate customer transfer, creating customer facing communication and training plans, and facilitating change management for support team in preparation of migration• Developed solution to resolve high-profile customer issue by identifying technology to resolve issue, creating new processes, and coordinating resources to implement solution resulting in praise from the customer and contract renewal. • Worked with development team on needs analysis and scoping to define functional requirements for new system features, tested and provided feedback for each agile iteration, contributed to the creation of customer facing documentation, and facilitated change management for support team in preparation of feature release• Participated in enhancement/change request analysis requiring development and execution of test cases, facilitating internal discussions and requirement documentation in JIRA (defect) or enhancement log Show less

Indianapolis, Indiana Area

Effectively managed a multi-unit team of 30-100 Tier 1, Tier 2, project coordinators, QC, and implementation services support staff for SaaS and software based applications.• Successfully developed and implemented strategic plan to address support needs in a shifting market.• Provided concurrent project oversight for several large multi-million dollar contracts including the US Department of Defense and many state department of education organizations ensuring support… Show more Effectively managed a multi-unit team of 30-100 Tier 1, Tier 2, project coordinators, QC, and implementation services support staff for SaaS and software based applications.• Successfully developed and implemented strategic plan to address support needs in a shifting market.• Provided concurrent project oversight for several large multi-million dollar contracts including the US Department of Defense and many state department of education organizations ensuring support deliverables were fulfilled on time exceeding service levels and meeting contractual obligations. • Selected to lead multiple technology integrations through needs analysis, vendor and cost analysis, requirements gathering, resource allocation, implementation, user acceptance testing and end user training ensuring projects were completed on time and within budget. Show less

Indianapolis, Indiana Area

-Track and analyze department metrics and trends-Lead implementations to integrate new services and technology into existing department-Analyze exiting processes and recommend improvements-Serve as team lead for Tier 2 support-Serve as local Salesforce.com administrator-Serve as lead for Student Response Device (clicker) technologies

Indianapolis, Indiana Area

-Responsible for interviewing, coaching and training support group-Supervise a team of 6 people -Developed and maintain help desk schedule-Developed procedures to streamline support-Monitor call queue to ensure support group is meeting department metrics-Develop and distribute projects to support center technicians-Serve as Tier 2 support for escalated issues -Responsible for overall client satisfaction and ticket resolution

Indianapolis, Indiana Area

-Technical support for various software and web based applications-Provided technical and project support on custom contracts-Developed procedures that recovered lost support revenue-Project manager for online application system upgrade/migration

Master Of Business Administration - Mba, Entrepreneurship/Entrepreneurial Studies, 4.0 Gpa

Bachelor'S Degree, Computer Technology/Computer Systems Technology, 3.5 Gpa