Wendy Miller Email & Phone Number

Phoenix, Arizona, United States

Scottsdale, Arizona, United States

• Manage a team of 10, executing IT Procurement, Warehouse Operations and Financial Audit for IT Vendor and IT Asset Management. • Oversee hardware lifecycle, physical inventory control and Break/Fix fulfillment, as well as Software and Mobile Asset Management. (Supporting 1250+ locations coast to coast)• Direct Operation of the National Repair Center for Hardware Warranty execution-retirement-disposal in accordance with PCI guidelines. (Average annual revenue of $150,000).• Project… Show more • Manage a team of 10, executing IT Procurement, Warehouse Operations and Financial Audit for IT Vendor and IT Asset Management. • Oversee hardware lifecycle, physical inventory control and Break/Fix fulfillment, as well as Software and Mobile Asset Management. (Supporting 1250+ locations coast to coast)• Direct Operation of the National Repair Center for Hardware Warranty execution-retirement-disposal in accordance with PCI guidelines. (Average annual revenue of $150,000).• Project Management including support of new store openings, new warehouses, store remodels and asset lifecycle refreshes defined in our strategic business plans.• Execution of On-boarding and Off-boarding as it relates to hardware and software fulfillment, recovery and developing policies. Show less

Greater Phoenix Area

Business Operations Management Review-Probono• Evaluate business plan, marketing, analyze traffic patterns, inventory management, recruiting and process efficiency• Charity event planning, coordination and execution; including soliciting donations, scheduling, recruiting volunteers

United States

• Enhanced and Consolidated 10 UX development and design service workflow models, facilitating customers' workforce needs to support physical, virtual and mobile resources.• Saved customer $1.5M by bridging service requests, specifying requirements for cross-platform integration for Incident Management and Work Order across systems.• Avoided contract penalties by meeting Break/Fix Service Level Agreement and Project Management execution. (Oversaw management of 350-page… Show more • Enhanced and Consolidated 10 UX development and design service workflow models, facilitating customers' workforce needs to support physical, virtual and mobile resources.• Saved customer $1.5M by bridging service requests, specifying requirements for cross-platform integration for Incident Management and Work Order across systems.• Avoided contract penalties by meeting Break/Fix Service Level Agreement and Project Management execution. (Oversaw management of 350-page contract.)• Improved performance by determining what key performance indicators would benefit from existing training materials, reviewing 150-350 tickets weekly, and devising new training, knowledge articles, and/or documentation for field teams.• Co-authored corporate e-waste guidelines in addition to state and federal regulations (PCI, SOX), balanced cost effectiveness, and minimized risk and exposure for audit and data security breaches by designing 3 hardware disposal processes.• Restructured and defined process to resolve tickets within 4 hours. Outlined critical path escalation to major incidents-synchronizing multiple service desks, on-call, and setting realistic customer expectations.• Established and promoted process and procedures for auditing hardware asset inventory resulting in 1007 site billing true up to increase revenue.• Chaired Change Control Board and processed change requests to the contract, as well as adjusted monthly billing. Executed 5-30 changes per month.• Forecasted monthly financial revenue; accomplished expense reductions, variance analysis, and revenue increase initiatives, resulting in collection of past due invoices.• Expanded revenue $300K+ by writing contracts for new business proposals, including Time and Material estimates, negotiation, project execution, and billing. Show less

Tempe, Az

• Directed and cultivated Operations Excellence team of 12 specialists in area of developing processes, policies, and cost savings initiatives for Field Services, resulting in reduced resolution time and increased efficiency. • Executed IT asset database controls, audit, and administration for 700K IT assets while enforcing best practices and corporate policies from asset install to end-of-life disposition, resulting in $12M write off.• Refined 4 legacy databases then migrated to… Show more • Directed and cultivated Operations Excellence team of 12 specialists in area of developing processes, policies, and cost savings initiatives for Field Services, resulting in reduced resolution time and increased efficiency. • Executed IT asset database controls, audit, and administration for 700K IT assets while enforcing best practices and corporate policies from asset install to end-of-life disposition, resulting in $12M write off.• Refined 4 legacy databases then migrated to Service Now (Change Management, Incident Management, Project Work Order, and Service Requests).• Designed metrics for 500 Field Services Technicians, in areas of program development, analytics, reporting, performance metrics, knowledge management, dashboard set up, web portal development, and training. Increased service delivery performance and compliance.• Analyzed and improved efficiency and decreased time to repair by implementing local asset sparing and automating advance asset replacement program on 20 most used parts.• Partnered and implemented national strategic asset disposition policy, while building revenue stream of $250K annually. Show less

Greater Phoenix Area

• Managed LAN/WAN and Telecommunications divisions of Macy's and Bloomingdales across 5 states (Financial credit centers, HQs, D2C, .com, Stores, Logistics and District Offices, off-shore call centers).• Developed and streamlined annual budget plans, by defining service level agreements 4-hour, 24-hour, and remote location support metrics, increasing call resolution and decreasing time to repair.• Facilitated and enforced audits/compliance (PCI, GIT, SOX, ISO, Federal Regulation… Show more • Managed LAN/WAN and Telecommunications divisions of Macy's and Bloomingdales across 5 states (Financial credit centers, HQs, D2C, .com, Stores, Logistics and District Offices, off-shore call centers).• Developed and streamlined annual budget plans, by defining service level agreements 4-hour, 24-hour, and remote location support metrics, increasing call resolution and decreasing time to repair.• Facilitated and enforced audits/compliance (PCI, GIT, SOX, ISO, Federal Regulation, Security Access).• Headed IT projects, opening and closing of site locations, including 2M square foot OMNI distribution center. • Mentored and Motivated high-performing teams, including 4-8 managers and 51 technicians/analysts, while streamlining service and executing cost saving strategy. Show less

Phoenix, Arizona, United States

Technical Support Service Desk 24x7• Created 150 seat tech. support center, servicing 6300 hotels across US, Canada and Mexico.

Greater Phoenix Area

LAN and Hardware Management Migration Specialist• Administrated 50 Client Network, Planned and Executed Service/Support, IT Migration and Project Management.

Pico Rivera, California, United States

Systems and Account Support-Security Clearance -Department of Defense, Secret SAR. • Performed as the IT liaison for four core areas including take over and acquisitions, budget forecasting as well as resource and contract negotiations.• Constructed workflows, define detailed requirements, wrote code, designed test plans, created data warehousing on two applications-Manufacturing and Automated Guided Vehicles.