Sue Wolfe Email & Phone Number

Livermore, CA, US

Livermore, California, United States

As the OCIO LivIT Workforce Enablement Program Leader, I am a key member of the OCIO leadership team leading the strategy, development, delivery, and support of critical LLNL systems and services spanning enterprise content, digital experience, search, identity, voice and video, messaging, collaboration, system and device management, and cloud operations..

Livermore, CA USA

Developed system integration between ServiceNow and the Cisco Unified Communications environments, enabling ease of management for all desk phones, softphones, voicemail, Webex account administration, onboarding and offboarding of employees. Created several self-service portals, enabling customers to request immediate updates to their devices and services.

Lawrence Livermore National Laboratory, Livermore CA 94550

Service Manager for Voice Services, lead the effort to deploy VoIP services to the Laboratory. With the Voice Services team and the larger VoIP project team, working with the programs to convert from ISDN phone service to VoIP. Identifying lines that need to remain or become analog vs. VoIP, consulting on lines that can be eliminated due to the versatility.

Responsible for the performance management, the professional growth and development, and technical leadership for a group of 40 IT support technicians and computer security professionals throughout the Global Security Principle Directorate.Deputy IT Manager for desktops and networks for the Global Security Principle Directorate.Liaison to the institution.

Lead of 7 IT support professionals.Global Security Liaison to the Insititutional IT Support Help Desk.Lead multiple infrastructure initiatives to move Global Security into a standard, centrally managed environment for better security and scalability of support on both classified and unclassified networks.Responsible for performance appraisals, performance.

Lead team of seven various part time developers.With extremely tight time constraints and resources, successfully deployed to four support areas.Primary author of categorizations and other measures for metrics.

Tracked metrics on at least a monthly basis, tracking call volume, abandonment rate, average call times, average call wait times, etc.Used gathered call metrics, plus demographic and call type metrics, in "General and Administrative" (G&A) funding requests to the CIO.Used metrics to successfully lobby for staff increase from four team members to nine to.

Administratively lead team of 17.Primary interface to multiple points of contact in the satellite offices.Coordinated “cooperative coverage” for multiple satellite offices with limited resources.In several areas, setup a job tracking database to track requests for support.Responsible for first draft of performance appraisals, ranking, performance.

Provided PC, Mac, and Network support to customers across the Laboratory.Created documentation and lead migration of Quick Mail to Eudora/POP mail for the areas we directly supported.

Campus-wide PC support team lead (1996 – 1997)Lead dynamic team providing computer and network support to 1300 staff and faculty.Lead Faculty Computing Project: replaced 500 PCs in two weeks (6-12 member team).Communications center system administrator (1995 – 1996)Responsible for database system collecting PBX telecommunications call and billing.

Student Assistant and Computer Support

Initially worked in the Country Store and butcher department, then became a food server in the Country Kitchen.

Bs, Computer Science

General