Terri Ward Email & Phone Number

Riverside, Rhode Island

Ensure critical incidents are effectively managed. Actively involved in process design and process improvement. Communicate technical information to both technical and non-technical personnel.Drive efficiency opportunities where appropriate in the critical incident process.Work with Problem and Change Management to ensure the prevention of incidents.

Bristol, Rhode Island

IT professional with over ten years of project management and IT implementation experience. Manages numerous project life cycles across multiple global IT organizations and initiatives. ITIL Certified and Six Sigma green belt trained. Understands and communicates business objectives to IT staff and manages technical staff to align with ITIL standards and drive solutions. Actively pursuing PMP certification

West Kingston, Ri Usa

Designed, developed, implemented and managed global IT processes and tools for Service Requests, Incident and Knowledge Management, for an infrastructure support of 160K global users. Tool design used Remedy 7.6 to support the back-end management of incident management and service requests and the front-end user web portal, Kinetic Data application. The IT process re-designed followed the ITIL framework.•Led the transformation of multiple global service desks into 1 standardized process and tool. This project included the Asia Pacific, Europe, the Middle East, Africa and North and Latin America service desks. Tool consolidation included HP Peregrine, Remedy 6.3, Lotus Notes databases in addition to multiple locally developed applications and excel files. Phase 1 of project completed in less than 12 months and 17% of end user population. The actual population of Phase One was 32%. This meant 20,000 end users were the target and 38,600 were the actual population covered in less than 12 months. •Led the transformation planning for the transition of multiple global asset management tools into the Remedy 7.6 Asset Management module utilizing the CMDB and SCCM for discovery.

West Kingston, Ri Usa

Provided leadership, day-to-day management and coaching for individuals and teams for North and Latin America, including 50 IT staff members for Telecom, Asset Management, Lotus Notes, Blackberry, Remedy application and the Service Desk. Overall organization supported 3,500 users and required management of a $8.2M budget.

West Kingston, Ri Usa

Managed, developed and trained Support Team for North and Latin America. Planned, organized and implemented Global Service Desk using the Remedy Help Desk System supporting approximately 11,000 employees worldwide.

West Kingston, Ri Usa

Created process documentation and process improvement plans, customer satisfaction survey and training of end users and support staff. Documentation allowed 1st level support staff to resolve 25% more support tickets from the phones.

West Kingston, Ri Usa

Supported end users both directly and via telephone on the use of PCs and laptops. Raised awareness on problems as well as created solutions / knowledge articles within a technical atmosphere. Setup and installed desktops and laptops for end users resulting in high level of internal customer satisfaction.

Galesburg, Illinois

Supervised and managed 30+ professional and para-professional staff. Coordinated and designed the housing lottery system as well as managed the overall process for mental health issues.

Supervised, selected and trained professional and para-professional staff for the staffing of the residence halls. Staff was trained on diversity, 1st aid, conflict management and educational programming for all students residing in the residence halls. Researched, designed and facilitated ropes adventure course (Project Challenge). Served as an adjunct faculty member teaching First Year Seminar course.

Supervised, selected and trained professional and para-professional staff for the staffing of the residence halls. Staff was trained on crisis management, roommate conflicts, how to manage large groups of people specifically aimed at freshmen students.

Supervised, selected and trained professional and para-professional staff of the residence halls. Many of these students were 1st generation students. Student activity programming was around alcohol education, conflict management and basic skills of living on your own.

Ms, Education

Bs, Recreation And Broadcasting