Pamela Wolfe Email & Phone Number

Carrollton, Texas, United States

Responsible for creating and delivering an outstanding computing experience for the Fairway user community. Accountable for all end user technologies and services, including end user compute engineering, asset management, and IT purchasing.· Develop and execute on the strategic road map for end user computing that addresses and drives adoption of core services while ensuring high customer satisfaction.· Proactively monitor performance, functionality and usability to ensure business class end user satisfaction.· Define strategy and partner with IT Operations to develop and implement trans-formative projects, including migration to cloud-based technologies, Office 365 adoption, audio visual/video conference strategy, desktop build methodology and software deployment.· Lead, coach and mentor teams daily to improve customer service, efficiency and technical aptitude· Establish internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests· Develop strategy, policies and service delivery objectives and best practices for the design and delivery of end user support solutions

Plano, Tx

Overall responsibility and leadership of the Enterprise IT Service Desk and Desktop Engineering Teams which supports over 10000 endpoints across 100 locations that include desktops, laptops, mobile devices, and printers. • Deliver state of the art end user computing experience across desktop, mobile, and laptop endpoints within the organization developing an overall team mindset – To Delight Our Customers.• Define EUC strategy and partner with other cross-functional teams to develop and implement trans-formative projects including the implementation of Microsoft One-Drive and Microsoft Teams across the enterprise.• Managed a project to successfully migrate the organization from Windows 7/Office 2010 to Windows 10/Office 2016 while removing local admin rights from all machines.• Developed a patch management client strategy that ensures client endpoints are patched within 7 business days from time of patch release with a consistent 93% and above success rate.• Implemented a monthly reporting process to review Service Desk, Desktop, and Procurement KPIs (via Service Now) to ensure Service Level Targets are met and/or exceeded.• Led the strategic initiative to implement a Mobile Device Management Solution (Airwatch) within the organization.• Developed an automated desktop/laptop provisioning process (similar to Windows Auto-Pilot) that allows End Users to receive new computers, connect to the corp. network, and power on to allow the provisioning process to complete the automated setup of setup of the computer without the need for IT Assistance. • Led the effort to implement a network print management solution that allows customers to add network managed printers via a self-service cloud solution. • Drive continuous service improvement to eliminate repeat issues in collaboration with end user operations.• Developed client facing communication strategy to address service outages, system upgrades, new technology implementations and general IT announcements.

Plano, Tx