Tracy Larson Email & Phone Number

Orlando, Fl, Us

Saint Paul, Mn, Us

Service level owner of endpoint management; oversee hardware deployment process across US, Canada, UK, and EMEA, optimizing quality and cost. Develop and execute device provisioning strategy, manage department budget and inventory, and act as liaison for hiring managers navigating IT services. Ensure compliance, manage vendors, collaborate on contracts, and adopt modern provisioning strategies. Update business rules for regional laws, and develop business continuity plans. • Doubled imaging capacity at regional sites, averting business continuity impact from server or volume events.• Accomplished seamless operational experience delivering 100k devices annually including global replacement of 10K devices in nine days.

Minnetonka, Minnesota, United States

Promoted to manage software deployment processes to optimize quality, cycle time, and cost while meeting requestor expectations. Developed relationships with application owners as strategic partner, translating IT terminology for better understanding across stakeholders.• Designed and implemented software owner portal to streamline governance and reduce manual labor while consistently improving transactional service.• Boosted NPS by continuously refining processes based on customer feedback.• Modernized software deployment capabilities by migrating 3K applications from legacy tool to MECM; drove stability during change by applying security patches to 270K devices and deploying desktop applications.• Eliminated processing delays in change ticket cycle time.• Reduced software request cancellations by incorporating governance reviews, security analysis, and license procurement into vetting process

Minnetonka, Minnesota, United States

Managed platform health, supported employee career development, procured licenses, and oversaw vendor relationships while deploying solutions to enhance and optimize operational performance with team of nine.• Customized ServiceNow ITSM solution to meet business needs using low-code/no-code enhancements.• Maintained development backlog for system fixes and enhancements, organized requests into sprints, and ensured transparency on delivery dates.• Increased testing coverage and reduced risk by implementing automated system.• Improved platform performance with Evergreen Instance Analyzer, archived records to reduce data volume, and optimized APIs by moving rules from client to server.• Updated product documentation, implemented Visual Task Board (VTB) and project modules, and enhanced ServiceNow Mobile adoption.

Minnetonka, Minnesota, United States

Developed and authored capability narrative for RFPs covering data center, disaster recovery, high priority service restoration, IT service management, network, monitoring, and service desk. Created departmental goals and metrics to measure success. Partnered with multiple organizations and stakeholders to support M&A growth agenda and strategic priorities.• Saved costs by developing War Room cost calculator and reducing resource engagement time 68%.• Designed and launched on-demand training, eliminating manual classroom needs.

Prioritized intake requests, optimized work distribution among analysts, adjusted staffing models, and trained new team members. • Automated load tests using HP Performance Center to simulate high user volume in staging environment; engaged stakeholders to schedule tests, analyzed results, and offered system design recommendations.• Implemented proactive monitoring using Dynatrace and Grafana and updated requirements questionnaires for test scenarios to improve quality of performance testing services.