Maureen Cronin

About Maureen Cronin

LEADERSHIP AND MANAGEMENT – Well-organized, results-oriented individual with proven ability to drive change and implement systems, standards, procedures, processes, and technologies that improve business functionality. Experience managing a staff of up to twenty-six team members supporting ten thousand employees remotely or in one of thirteen physical locations in the Northeast. Four consecutive years of “Rock Star” manager status from the Dell yearly employee survey. Selected to participate in a Dell Leadership program. Driven and ambitious business goal setter and project leader. Develops strategic plans and actions; leads by example; collaborates with, supports, mentors, and develops others, takes care of employee needs, ensure business goals are met, maximizing the bottom line while simultaneously delivering best performance to the client and customer.PROJECT LEADERSHIP –Effective agile leader of global projects using strong communication and interpersonal skills to negotiate and resolve conflicts, gain commitments of team members to deliver results on time and with positive resultsCONCENTRATION AREAS: Leadership, Operational Escalations, Metrics; ITIL V3; Project Management; Vendor Management; Global Environment; Remote Teams

Experience

1. Senior Information Technology Manager

   Dell Technologies

   Jan 2010 — Present · MA, US

   Managed daily operations for End User Service at a Local, Regional and Global Presence• Working in a Global Environment, across times zones for APJ, EMEA, India, LATAM, and North America for operational coordination or projects• Responsible for Service Level Agreements, our team met or exceeded company standards for end to end tickets average time opened and Net Promotor Score (NPS) for eighteen thousand tickets in 2019• Drive HR activities including hiring, mentoring employees and encourage career development, hold regular 1x1 cadence and yearly review with team members• Vendor Management – Define business needs for Statement of Work, manage projects. Companies include LogMeIn, Xerox, Whalley Computer, WEI Global, Contractor Sourcing for staff augmentation• Business Relationship Management between IT and internal business leaders for quarterly meetings and operational escalations• Established Central Management Services for employees to engage with a tech for End User Services IT needs• In 2020, adjusted support model to accommodate work from home requirements for employees and staff• Worked Cross Functionally with Service Desk, Networking, Telecoms, Cyber Security, Facilitates, Project Managers and Critical Incident Management • End User Services team responsibilities include PC Hardware, Software, Mobility, Network, Printer, Video Conferencing and Asset Management Support• Produced Documentation for processes, procedures, and quarterly reviews• Managed end of quarter coverage schedule and on call services for Manufacturing and Finance teams outside normal business hours• Manage budgets and spending goals• Represented department for ISO 9001 audits

Skills

• Active Directory
• Data Center
• Operations Management
• Incident Management
• IT Operations
• IT Strategy
• IT Management
• Information Technology
• Six Sigma
• Management
• Service Delivery
• Technical Support
• Itil
• Leadership
• Vendor Management
• Business Process Improvement
• Service Desk
• Project Management
• Troubleshooting
• IT Service Management
• Disaster Recovery