Sandra Widner Email and Phone Number

Oversaw relationship with key Service Providers to achieve customer satisfaction, continuous improvement and compliance with contractual requirements. Designed, developed, and implemented operations dashboards, metrics, and management reports to monitor compliance with SLA’s, operations processes, and support requirements. Directed and trained team members to utilize consistent processes and standards.• Collaborated with teams to define performance metrics and Key Performance Indicators (KPI’s) to facilitate the transition of infrastructure and security support to a managed services engagement. • Facilitated vendor performance and operational reviews and provided IT leadership with information to support improved decision making and increase understanding of vendor capabilities.• Planned and executed a multi-phase project to implement standardized IT reporting / dashboards that are actionable, improves analytics, crosses functional areas, and is supported by solid data integrity process.• Managed the operation of the Data Analytics Team (requirements, data preparation & analysis, data sources, documentation & training, security, and information delivery) including automating manual reporting processes. • Applied advanced working knowledge of analysis software (Tableau, Business Objects, Crystal Reports) to design, develop and implement dashboards to present service delivery metrics for senior IT management, business groups and customers. • Provided ITSM (IT Service Management) expertise related to incident, problem, request and change mgmt processes and reporting for vendor partners. Coordinated resolution of customer and vendor disputes involving service delivery and SLA compliance.

Designed and implemented reporting processes, procedures and metrics for IT services groups and business teams to align service delivery with SLA/SLO requirements and key performance indicators. Ensured data integrity by mining, analyzing, and cleaning system data. Partnered with IT infrastructure and application teams to insure quality information and accurate reports and metrics.• Performed Incident management and facilitated daily operations call to ensure critical issues were appropriately prioritized, escalated and resolved.• Monitored and reviewed outage tickets for data integrity and worked with Tier 2/Tier 3 managers and leads to identify issues and develop corrective actions.• Developed and executed daily, weekly, monthly reports and scorecards for major outages, audit, vendor SLA compliance, customer impact, outages caused by change, HW/SW lifecycle, and trending by top problem areas.• Conducted monthly self-assessment for internal SOX controls to validate compliance and identify potential deficiencies or risks. Worked with management to document mitigation plans and/or process improvement. • Trained staff on reporting standards, processes and procedures.• Conducted requirement gathering and report design.

Established and directed event management processes and procedures for Albertsons Inc. account to improve organizational response and overall service. Worked with the Corporate Compliance Manager to develop, refine, and execute test cases and review documentation to insure SOX compliance within IT Operations. Additional responsibilities include documenting event response procedures, conducting daily operations reviews, tracking and following up on operations action items, and providing weekly and monthly metrics reports.• Provided daily, weekly, monthly reports of service outages• Tracked action items for event reviews• Monitored and tracked outages that were caused by “change” • Developed Ad hoc reports for HP OpenView Service Desk

Actively monitored and managed service delivery for the Washington Group International account. Contracted services include server and network administration, voice communications, service desk, IMAC, and security administration. Responsibilities include change management, incident and problem management, request management, configuration of the Remedy system data for WGI, and providing metrics and compliance reports to senior management. Achieved 99.8% of contractually specified Service Level Agreement metrics.• Provided training on Remedy system and Perot Systems processes• Monitored Service Level Agreement status and compliance• Performed RCA (root cause analysis)• Escalation management• Conducted and facilitated daily operations call• Conducted and facilitated weekly change management call and approvals• Primary customer service contact for WGI

Managed the operation of the WGI IT Enterprise Service Desk including service definitions, service management, staff scheduling and staff development. Created and presented monthly service metrics/scorecard for Enterprise Operations support teams. Provided project leadership for the installation of Remedy Service Desk, Change, and Asset Management System. Responsible for the configuration and ongoing administration of the Remedy system.• Responsible for developing and managing the Service Desk budget• Developed and published Service Desk policies, standards, process and procedures • Implemented outage broadcast alert process• Conducted event reviews for extended outages including root cause analysis• Trained and successfully transitioned the Service Desk operation to Perot Systems.

Provided customer desktop support for approximately 400 users. Set up new computer systems including configuration and software installation. Scheduled PC upgrades and new installations including staff assignments. Tracked computer related assets including hardware and software licenses.