Joan Wright
Lead Director, End User Support Systems (Enterprise) - CVS Health
- Role
- Lead Director, Systems Support - Cvs Health at Aetna, A Cvs Health Company
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Joan Wright
Experienced IT Director of Affiliate and Application System Support with a demonstrated…
Experience
Lead Director, Systems Support - Cvs Health
Apr 2014 — Present · Alpharetta, GA, US
Manages a staff of 250+ Desktop technical support individuals covering both national and international users. • Responsible for providing guidance, assistance, coordination, and follow-up on customer reported issues ensuring all issues are tracked and brought to conclusion, within stated SLA\'s. • Manages a $15m+ application portfolio. • Identifies opportunities to implement organizational and operational changes created by business needs and improve the delivery of service • Manages resources aligned to a portfolio of business applications in a way that promotes and sponsors the finding and removing of root causes of constituent dissatisfaction. • Manages a staff responsible for the planning, evaluation, implementation and communication for business system changes and breakage including: accountability for the delivery of Service Requests for each release across all domains and validation of the scope, schedule and cost of each release in addition to providing status reports, history and forecasts. • Builds relationship with Portfolio Managers to meet business objectives. • Removes organizational barriers that impact the cross-functional work • Initiates change efforts to achieve sustainable business results including all operational KPMs • Manages the business impact analysis of system defects, control/audit deficiencies and outages. • Communicates to management any impacts to customers and/or production. • Completes activities on time, within budget, and proactively identifies and communicates issues that may jeopardize delivery dates or budget to the Department Head.* Graduate of Paradigm for Parity (Profit/Loss)- 2022* Winner of the Phenomenal Women In Technology for CVS for 2021* Member of BRAVE (CVS Veteran Colleague Resource Group)* Member of BCRG (Black Colleague Resource Group)* Enrolled in the 2022 SE Regional Leadership Forum
Education
Keller School of Business
Master of Business Administration (M.B.A.)
University of Southern California
Certification
Alcorn State University
Bachelor of Arts (B.A.)
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