Shawn Huggins, Mba, Itil Email & Phone Number

Charlotte, North Carolina, United States

The lead business partner delivering IT business/retail hardware solutions at the enterprise level within the Associate Technology Department at Krogero Budget Responsibility 20Mo Develop and communicate strategic roadmaps for process and system initiatives to meet stakeholder needs, typically with enterprise-wide scope and complexityo Often involved in leading cross-functional facilitation to resolve conflicts, manage risks, or address resource constraints. Coach stakeholders on related programs.o Plan and manage a portfolio of large-scale IT projects in their areas of responsibility, overseeing project teams and utilizing senior level project management skills.o Lead and advise on process testing for implementations and changes.o Lead planning and budgeting processes for program activities in partnership with stakeholders. Manage budgets and spend for related systems and projects.

Mooresville, Nc, United States

Executive Services Managers (ESMs) are responsible for key service relationships with NCR clients.This role allows you to lead/serve other.

Mooresville

o Lead Methodology and Operations team responsible for Program/Project governance o Directing Human Resource Transformation (HRT) initiatives focused on people readiness through change management, training, and communicationso Supervising governance processes to be inclusive of all methodologies (Waterfall, Agile, Scaled Agile, etc.) for both IT and Business projectso Leading offshoring accounting initiative that is focusing on resources efficiencies o Providing significant operational support by creating and modifying operational tools such as JIRA/Confluence to monitor the health of programs at Lowe’s • Program Manager for nationwide Military Recognition Program that created a seamless validation process for all Military and Veteran customers both online and in the store: o Budget Responsibility 21.4Mo Led over 100 individual project team members (including Offshore resources)o Collaborated with the marketing/digital teams that drove over 54.5M in online saleso Drove over 1.75M successful enrollments into the program within 5 monthso Achieved 1M in savings in marketing by managing project to budget and scopeo Played crucial role in managing IT risks and developed key mitigation plans to ensure success deployment o Reduced communication gaps from months to weeks by conceptualizing and leading efforts to create an employee friendly tool set with user documentation • Project Manager who led supply chain effort using Agile approach to tackle the following key features for deployment, measuring, reporting, and network-wide rollout plan:o Budget Responsibility 11Mo Partnered with cross-functional teams to establish dedicated pickup space including Signage/Wayfinder and driving branding effortso Facilitated weekly-integrated program team (PMO) sessions with functional and technical leads, and senior leadership to review project schedule, risks, issues, and requirements

Mooresville

• Leading a project to convert from a vertical specialized structure to a horizontal structure of Level 1, Level 2, Level 3 support. This conversion is helping the ITSD to utilize skills-based routing to better align customer needs with the highest skilled available personnel.• Led a $700k project to insource the Self-Checkout (SCO) service desk, which requires partnering with various teams to facilitate training and knowledge transfer• Drive incident reduction and average handle time by targeting three areas, IT Organization, Service Desk, and Store Personnel • Guide and support process implementation for designated IT Service Desk initiatives by documenting process requirements and proactively drive acceptance criteria from process owners and key stakeholders• Collaborate cross-functionally with several IT Organizations to solve business opportunities.• Execute and facilitate meetings, prepare and present documentation, and coordinate priorities to support the business owners

• Lead Manager who orchestrated the day-to-day operations of a global multimillion-dollar account for Lowe’s where duties included:o Leader for several projects that enhanced the overall experience for the customer, while creating positive customer satisfactiono Specialized in technical support of the IBM RS6000 server to assist the field organization in resolving issueso Maintained and distributed weekly Service Level Agreement (SLA) reporting which involved researching several work orders to determine accuracyo Key player who upgraded over 600 IBM RS6000 servers, which improved the stability of Lowe’s stores and increased the overall customer focus

• Supported Specialist who managed the creation process of the global logins including the setup, support, and testing for (D1) system which included:o Worked directly with internal customers that solved their support issues for all CSMS (D1) system login applications globallyo Supported and implemented permissions/securities/profiles changes as required to meet enterprise resource planning standardso Supported the company’s initiatives of quality processes by assisting with re-engineering the global standardization of logins

Supervised the day-to-day operations of the internal technical helpdesk through resource scheduling and metrics managementManaged and tracked critical support issues for all analystsGained strong customer service skills through handling customer escalationsProvided internal support to all US, and global associates experiencing problems with PC hardware/software issues Coached and counseled employees on performance issues and expectationsRecruited and interviewed staff candidates Investigated associate related issues such as employee grievances, working conditions, and working relationsConducted operational management meetings to ensure employees were meeting service level agreementsImplemented and maintained employee recognition programs to increase retention and improve moraleMonitored analysts' telephone calls to assess skill levels and training needs through call observation

Diagnosed and resolved customers' hardware and software problems for worldwide customer baseProactively researched problems and solutions and shared this information by creating knowledge articlesServed as subject matter expert for various applicationsProactively update customers with call status and resolution progressMonitored/progressed all open calls in queueCollaborated with supervisors on specific projects where requestedProvided status for closed service calls to a satisfactory conclusion using call management system

Bs, Mis

Activities and Societies: ALPHA PHI ALPHA

Master Of Business Administration - Mba, Business Administration And Management, General, 4.0