Sandra Miles Email & Phone Number

Hartford, Connecticut Area

Act as the Operations Manager for the Pratt & Whitney branch of Kelly OCG. Supervise team members and work responsibilities of the branch. Provide guidance and direction to employees. Ensure employees follow established procedures. Approve work hours and time off. Deliver performance reviews and handle team HR issues. Cultivate relationship with client representatives.For Pratt & Whitney, perform business analyst, quality assurance and project management functions for the Engineering Quality department. Review and analyze business systems and user needs. Capture and define requirements. Deliver user stories, workflow diagrams and test plans. Act as liaison between the business and IT teams. Manage the application release testing efforts and defect tracking process. Oversee application support and administrative functions.

East Hartford, Ct

Employed with Kelly Services while on assignment with Pratt & Whitney in the Engineering Quality department. Performed data review and application testing functions in support of the implementation of the next generation Engineering Standard Work application. Coordinated data migration activities for the data review team, and managed the defect reporting and testing processes. Provided assistance with user testing and training activities.Accomplishments:Developed a process to track and monitor the ESW application migration activities for the data review team. Coordinated team activities through 10 migration cycles within a 6 month timeframe. The effort included the review of 8,802 documents, the identification of 299 defects, and the validation of 164 defect fixes before the first application release.Managed three customer test cycles for the ESW Content and Task Modules. During each test cycle, acted as a focal for 10-25 end-users, provided detailed instructions, tracked testing progress, compiled spreadsheet data and logged 86 defects.Coordinated post-migration data cleanup efforts in which the team completed revisions on 643 documents. Monitored and tracked progress, provided support to ESW Help Desk, and handled 22 incidents submitted by customers. Developed a process to categorize ESW Help Desk incidents within the GSM/Remedy application. Documented the step-by-step instructions to export the data to Excel and create pivot tables in order to provide ESW Project Manager with requested metrics.

Teleworker

Managed and participated in projects related to the implementation of new technology and process improvement, including collaboration support, customer service initiatives, infrastructure changes, application rollouts, installation services and new business activities.Accomplishments:Managed product readiness, communications, product documentation, and deployment activities for company-wide implementation of a unified communications platform.Coordinated technical aspects for an offsite training initiative for new business group, including acquisition of hardware, software and virtual machines, creation of workflow diagrams and support documentation, as well as, administrative training and support coordination.Handled PC support activities for several Merger & Acquisitions projects. Managed system access testing, communications and documentation, hardware and software installations, and establishing workflow processes.Managed the implementation process for company-wide migration of a browser-based document management platform. Developed a deployment plan, tracked site readiness, handled all employee communications. Managed migration schedule, issues tracking, and status reporting.In order to improve productivity, led an initiative to implement dual monitors for 900 office employees and 2,600 telework employees. In addition, created a detailed setup & configuration guide to eliminate the need for teleworkers to travel to an office which also significantly reduced calls to the help desk.

Teleworker

Responsible for PC support workload for all offshore locations, including problem resolution, service requests, installation of hardware and software, and customer service initiatives.Accomplishments:Coordinated workload for 15 offshore affiliate locations, including management of the problem ticket queue, service request mailbox, workflow processes, and project initiatives.Maintained team success rating of 95.8% of problem requests closed within service level agreements, and 96.1% of service requests closed within service level agreements.Coordinated efforts to upgrade hardware and software for 4,300 desktop computers involving multiple time zones and multiple vendor partners while minimizing impact to the business. Successfully completed 98.9% of the devices within a three month target range.Identified workflow and metric issues with offshore desktop support processes, worked with management to develop and implement necessary changes, including selecting and training a virtual support team, and providing well-defined documentation.Provided valuable expertise to management during the integration of a newly formed global support team, instrumental in streamlining operations and providing training to team members on processes and procedures.

Teleworker / Windsor, Ct

Led a team responsible for desktop problem resolution, service requests, and installation services. Coordinated daily workload, coached team members, managed administrative processes, and coordinated project initiatives.Accomplishments:Led an effort to identify issues with the PC software build process for offshore locations and explore alternatives, resulting in more streamlined and standardized process. Provided training and documentation to offshore desktop teams.Provided IT support for building-wide events, including the customer service fairs, a pandemic crisis simulation, a telework rapid PC build out project, and the help desk marketing roadshow.Participated in several corporate real estate initiatives including relocations, consolidations, and office closures. Managed all aspects of desktop support during planning and implementation stages.Coordinated desktop portion of a project to deploy a VPN solution to a group of consultants at a non-company location. Responsibilities included PC software build out and deployment, setup and support of training rooms, and system access documentation.