Michele Moylan

About Michele Moylan

IT Manager, recognized as an energetic, value-added talent with expertise in relationship…

Experience

1. IT Service Delivery Lead

   Wipro

   Mar 2016 — Present

   Wipro Technologies March 2016 - PresentIT Service Delivery Lead• • Site Lead providing supervision for team of 20+ PC support techs in North America, maintain day to day operations• Managing, evaluating, and ensuring outsourced contracts are in adherence to established Service Level Agreements (SLAs)• Experienced in working with large databases and manipulation of data sets• Experienced in overseeing the work of one/multiple projects and tracking projects’ key performance indicators• Enhance customer service by reviewing Knowledge Management to improve Service Desk, Request Center and Delivery Teams performance• Project Manager for hardware refresh initiative and Windows 10 Upgrades• Building relationships with clients, business, and delivery teams to enhance the achievement of delivery and financial objectives• Serve as primary point of contact between client services and business partners for complex demands on conflicts and guarantee that Service Level Agreements (SLAs) are delivered 90% of the time• Developed strategies to improve service delivery and overall efficiency• Facilitate reporting of client services performance and action plans to secure performance gaps to business partners• Document processes, build and maintain common problem resolutions and update knowledge base• Spearheaded training initiatives for new and existing employees to ensure consistent delivery of customer service standards• Provides support for cross-functional IT collaboration model and management of IT services global project activity• Responsible for staffing and monitoring Move Project activity from estimate through execution• Leading strategic projects that have delivered cost savings, increased client satisfaction, and enhanced decision-making• Participated in multiple transitions with clients between vendors

Education

• New York University

  Certificate, Project Managment

  2007 — 2008

• Hudson County Community College

  A.A.S, Business Management

  1990 — 1996

Skills

• Telecommunications
• Analysis
• Pmo
• Pmp
• Leadership
• Sales
• Visio
• IT Strategy
• Business Process
• System Deployment
• Crm
• Itil
• Information Technology
• Security
• Program Management
• Supply Chain Management
• IT Operations
• Forecasting
• Vendor Management
• Active Directory
• Operations Management
• Management
• Team Building
• IT Service Management
• Sap
• Change Management
• Customer Service
• Service Delivery
• Business Analysis
• Process Improvement
• IT Management
• Integration
• Project Portfolio Management
• Project Planning
• Project Management
• Strategic Planning
• Team Leadership
• Erp
• Software Documentation
• Sdlc