Anne Reiss

♦ Team Leadership
♦ IT Project Management
♦ Customer Focused
♦ Service Desk Management
♦ Results Driven
♦ Service Delivery
♦ IT Service Management
♦ ITIL / ITSM
♦ Incident Management
♦ Problem Management
♦ Change Management
♦ Contract Management
♦ Process Improvement
♦ Business / System Analysis
♦ Infrastructure/Operations Management
♦ High Work Ethics
♦ Excellent Communication, Problem Solving & Analytical Skills
♦ Strategic Planning
♦ Vendor Relations / Negotiations
♦ Outsourcing
♦ Staff Augmentation
♦ Datacenter Consolidation
♦ Managed Services

SUMMARY

• Organized, customer focused and results-driven technology professional with more than 10 years of full lifecycle project management experience including systems deployment, software installation, software/hardware testing, user acceptance testing and final implementation.
• Experienced leading teams of technical professionals, implementing IT policies, technologies, solutions and processes to secure enterprise systems, data, computers and networks for organizations.
• Proven ability to communicate and build strong rapport with vendors, end users, technical teams and senior management.
• Collaborative with end users, developers and stakeholders in order to gather, understand, and analyze business and technical requirements.
• Skilled in planning, organizing, and managing resources to successfully complete project goals and objectives within budget and time constraints.

KEY COMPETENCIES AND SKILLS

Project Management	ServiceNow	Process Improvement	Windows Servers
Change Management	IT Governance	Resource Planning	Cisco Technologies
Problem Management	Collaboration	Leadership	Office 365
Vendor Management	FDA/ ISO 13485 Compliance	Team Building	VMWare/Virtualization

 

PROFESSIONAL EXPERIENCE

Associate Director, Technical Services / Manager, IT Governance

2021 to Present

Overall accountability for ensuring IT Support Services, including IT Service Desk, End-User Support Services and related systems are delivered in accordance with agreed business requirements, policies, and procedures. Responsible for the growth and quality of the IT Governance process as it relates to FDA compliance for GxP and Non-GxP IT Systems. Assist with IT software procurement and licensing as needed.

• Collaborate with global counterparts to lead IT Governance, change management, and asset management utilizing ServiceNow for North America.
• Provide leadership, coaching and direction to the IT Support Services Management Teams and staff.
• Analyze IT support services performance data, and partner with Business Functions and IT Teams to drive process improvement and digital automation.
• Build relationships with business areas to develop a clear understanding of business needs to drive cost-effective delivery of IT Support Services.
• Work with the IT Leadership Team to forecast future skill needs and develop IT Support Services workforce with the appropriate mix of business knowledge, technical skills, and competencies.
• Oversee Information Technology procurement including cellular devices.
• Responsible for Information Technology Learning & Development.
Develop and implement ITIL Change Management process and supporting SOP from a strategic and tactical perspective.
• Analyze, design, plan, manage, and improve the IT Governance policies and procedures.
• Liaise with global counterparts to ensure alignment between the organizations.

Director of IT

2018 to 2020

Responsible for directing and implementing corporate IT initiatives. Evaluated current and future technology to determine cost of hardware/software and made recommendations to president on improvements needed to maintain IT effectiveness. Provided systems administration for on-premises VMware environment, Windows 2008/2012/2016 Servers and Active Directory. Consolidated and moved ERP servers to hosting provider and managed hosted service provider of Infor Visual ERP system.

• Managed project for Active Directory domain migration to hosted service provider.
• Oversaw and directed the implementation of existing and future selection of software solutions and lead development teams to timely resolution to meet corporate goals.
• Worked with senior staff on attaining stated corporate goals and assisted president to promote corporate culture with attention to detail of security and protection of the IT systems.
• Established and maintained an IT environment to promote team building and positive employee participation.
• Managed project and worked closely with Quality Assurance team to validate ERP system to meet ISO 13485 compliance.
• Lead IT for the effective development of networks, disaster recovery systems, and processes.
• Managed all IT vendor relationships and negotiated related contracts.
• Developed and instituted formal IT processes, policies, and procedures.
• Slashed telephony costs and IT efficiency by moving to a hosted/managed VOIP system.
• Improved efficiency and reduced costs by planning and managing infrastructure improvements such as cloud hosting, managed services and outsourcing.
• Implemented companywide cybersecurity training and phishing test campaigns.

IT Network Manager

2016 to 2017

Provided the overall technical direction in the evaluation and selection of network hardware. Consulted with and advised the CIO on technology issues requisite to the needs of the business.

• Provided project management, technical direction of global team and implementation support for Active Directory consolidation and application migrations for newly acquired company.
• Spearheaded cross-functional initiative to achieve increased system stability and security of the network for the organization globally.
• Reviewed network and communications technology with management to give and gain insight into how that technology can best be applied to meet business needs.
• Developed and reviews corporate standards and guidelines for computers, communications equipment, networking services, and hardware.
• Established new IT processes and policies designed to improve the efficiency, enhance productivity and cost effectiveness in core activities.
• Reviewed and negotiated contracts with third-party vendors as well as performed return on investments assessments. Identified and cancelled unnecessary services saving in excess of $300K annually while increasing vendor capabilities and performance.
• Provided technical and administrative guidance as required to ensure project progress.
• Monitored task assignments and completions to ensure timely and quality performance.
• Conducted performance management activities for direct reports and ensures that processes are followed for employees in the department.
• Monitored existing systems and services for efficient operation.
• Communicateed company goals and objectives to employees and relayed employee feedback to executive management team.
• Reported evaluation and implementation results to CIO and other individuals as appropriate.
• Provided technical expertise and support involving network, server, security and telecommunications.

Infrastructure & Operations Manager / Service Delivery Manager/ Systems Administrator

2010 to 2016

Provided leadership and strategic direction for delivering of the day-to-day operations of technology and infrastructure services. Planned, organized, and managed staff, vendors, outsourced technologies, services, and overall operations to ensure the secure and reliable operation of the organization's IT infrastructure to accelerate business performance. Planned and directed activities to upgrade infrastructure systems and resolve problems in a timely and accurate fashion. Lead the research, design, execution, maintenance, and optimization of the company servers, networks, information security, standards, and procedures to ensure the highest levels of availability, redundancy, scalability and security.

Infrastructure & Operations Manager/ Service Delivery Manager

2014 to 2016

• Managed outsourced technologies, services and vendors engaged resources as required to ensure timely resolution to issues and optimization of the company's servers, networks, information security, standards and procedures.
• Managed Help Desk operations and staff to determine resolutions to current reported issues while analyzing technical and business requirements, communicating results, and making recommendations for long term solutions.
• Recommended and implemented key process improvements, champion change management and instilled IT/ITIL best practices, policies and procedures.
• Liaised with various business teams, production associates, and the SAP Development Team.
• Facilitated meetings with plant associates, developers, SAP project team and management to determine business requirements.
• Developed project plans, engaged required resources, and coordinated efforts of cross functional teams in order to deliver projects according to requirements.
• Supported and assisted in user acceptance testing (UAT) for functionality, usability, reliability, performance and regression testing.
• Created end user and technical documentation for testing, training and SAP support teams.
• Interacted with developers for SAP/MII implementation to configure wireless mobile devices used for data collection in plant.
• Worked closely with production associates to evaluate processes and determine business requirements for data collection devices.

Systems Administrator

2010 to 2014

• Managed project for implementation of mobile data collection devices for plant floor as part of a new SAP system.
• Planned and managed project for major upgrade of Cisco High Availability wireless network which included 100 wireless access points throughout the facility.
• Developed test plan during hardware demonstration period in order to make recommendations for a reliable solution.
• Worked with vendors on bringing in suitable equipment for plant floor business applications.
• Configured, optimized and implemented Intermec, Datalogic and Motorola mobile devices to run SAP MII web interface.
• Analyzed and make recommendation for in house or hosted auto faxing solutions for SAP ECC 6.0
• Implemented new Wavelink Avalanche Site Edition Server to centrally manage wireless Windows Mobile devices used in plant.
• Reviewed and designed new Active Directory infrastructure and Group Policies for organization and role delegation.
• Planned new directory structure of network shares for improved organization, ease of administration, security and future growth.
• Configured new Cisco Switches for LAN, add users/devices to appropriate VLANS and configure port security.
• Provided support to Help Desk for complex/major network problems.
• Created, updated and modified network related documents including cable mapping, switch port assignments, user/asset locations, server administration and new system documentation.

E-Commerce Online Retail Store / Principal

2010 to 2014

Developed low cost plan for the successful start up of a new ecommerce business (LLC) producing a coherent strategy including documenting requirements, evaluating prospective vendors, and researching competitors. Efficiently managed all administrative, financial, accounting, purchasing, inventory control, and product/service vendor relations.

• Identified, contacted, and evaluated ecommerce hosting providers with the goal of keeping start-up costs minimal.
• Maintained strategic vendor partnerships, reviewed and negotiated contracts.
• Conducted interviews of ecommerce website developers to switch platforms and acted as Project Manager to ensure successful implementation and turnover documentation for continued operations.
• Strategically planned marketing campaigns, attended promotional events and presented merchandise to potential customers.
• Managed website content and updated online catalog as products were discontinued or new products became available.
• Managed various product data feeds and monitored dashboards to track relevant web analytics.
• Performed regular competitor analysis in order to keep product pricing in line with economic trends.
• Established and executed digital marketing and sales directives by utilizing social media, blog postings, online advertising, and email ad campaigns.

Senior Windows Systems Engineer

2006 to 2009

Started as a consultant and hired as an employee in July 2007. Provided consulting, project management and Windows design support for customer and internal projects.

• Designed, implemented, and documented new systems for customer and internal projects based on ITIL best practices adhering to stated IT Governance policies and Sarbanes-Oxley (SOX) requirements.
• Coordinated and supervised consultants as required to complete project tasks to ensure delivery to customer as scheduled.
• Developed and coordinated testing plans with business teams to ensure successful implementation of systems
• Configured and tuned new Windows Server operating environments that are developed for customer or internal business needs.
• Provided tier 3 product support for production environment as needed to customers.
• Developed quotes and statements of work (SOW) for recommended IT solutions.
• Virtualized and consolidated servers to prepare for moving to another location
• Provide knowledge transfer, training and documentation to offshore employees during transition.
• Interviewed potential candidates to fill available positions.
• Supervised consultants and offsite junior engineers on project tasks.

EDUCATION AND PROFESSIONAL DEVELOPMENT

DeSales University – Center Valley, PA
B.S. Management Information Technology, Summa Cum Laude

Northampton Community College – Bethlehem, PA
A.A.S. Information Technology: Networking
Microcomputer Specialist Specialized Diploma

CERTIFICATIONS

ITIL Foundation Certified

CCNA

MCSE NT 4.0, 2000, 2003

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