Rox Landrian
Summary
Results-oriented IT professional Technical Project Management – small, medium and complex type projects Agile Scrum Master Professional Project Management Certified PMP – In progress Information Technology Infrastructure Library ITIL Certified IT Service and Support Effective and Continuous Process Improvement Mentoring and Leadership Strategic and Forward-Thinking
Overview
19
19
years of professional experience
1
1
Certification
Work History
Project Management Office - Manager
Child Care Resource Center
Chatsworth
05.2019 - 06.2024
- Responsible for the implementation of over 100 IT Infrastructure, business-driven (business applications/software) and Facilities (new construction/offices/schools) projects
- Lead, manage, mentor and support PMO team; technical projects specialists and technical training specialist
- Evaluate, develop and improve on all IT business and support operations i.e
- Processes and procedures for excellent customer experience
- Create new PMO i.e
- Policies, processes with workflows illustrating Project Implementation process
- Developed, implemented, documented ITIL processes and procedures for all support and service disciplines i.e
- Incident, Service Request, Problem, Change, Release and Asset Management
- Implemented new IT ticketing system along with documented processes and procedures
- Implemented a new Service Catalog for all IT and Facility requests including documented processes and procedures
- Managed IT annual budget including responsible for monthly projection spending and forecasting
- Responsible for implementing Training Champaign for all technology training initiatives
Senior Business Intelligence Manager
SATWIC INC
Glendale
03.2013 - 05.2019
- Primarily responsible for 'Managed Support' delivery of Business Intelligence/Data Warehouse systems
- Leads Incident Management, Escalations, Customer & Satwic support team interactions
- Performs as SPOC, SME and liaison between the client and Satwic support organization to build services relationships with Business executives, Directors, Managers, IT Delivery & Tech Leads
- Manages, controls, monitors and supports delivery of services, ensuring systems, methodologies and procedures are followed through management and development of service performance reports to an agreed schedule or upon request
- Report on status, issues, risk, performance and health to Business and Technology leadership based on established criteria and metrics
- Owns the continuous improvement for Satwic projects/services and PMO process optimization
- Drives issue resolution and root cause analysis for support related problems
- Analyzes, investigates, and resolves problems via coordination and alignment of resources (Resource Scheduling, Escalation w/ vendors)
- Engages client IT organization to help leverage ITSM metrics, SLAs, and reporting to dialog with stakeholders on Support Performance
- Develops and maintains Support Delivery Scorecard, RACI matrix, Storage and System Performance and other related artifacts
- Liaises with key client stakeholders to ensure information and references are updated for the end-to-end delivery of IT Services
- Participates in System changes, Code and Data Migrations, audits of processes, documentation, privacy and security and other similar compliance requirements
- Manage other technical members of the team both onsite, onshore and offshore
- Assist Satwic Account Management with activities including but not limited to - Value Creation & Recognition for Satwic among client management, Client Relationship Management, Identifying opportunities, Recommend solutions/proposals
- Assist Satwic account manager with project, technology, process and/or resource specific issues or improvements, Resource deployment, Status reports
- Participate in Satwic Business Development activities such as contribution to Satwic brand development, print/website/social media presence, Sales/Marketing activities, and Internal & External blogs on relevant subject matters
- Help management with identifying potential leads, service opportunities and help nurture new services and/or products, RFP/Proposal responses
- Participate in Trade shows, webinars or conferences as and when required
- Have perspective in emerging technology and industry trends and participate in periodic discussion with Satwic management on technology matters, relevance, new products and/or service ideas
- Human Capital Management activities such as Resource Development, Performance Management of employees, Knowledgebase development, Development of Training curriculum
- Manage, Oversee development of Satwic Products including Visual Operational Dashboards, Score Cards or any such IP creation activities
Director of IT Services and Support
WESTFIELD, LLC
Los Angeles
01.2007 - 12.2012
- Change Control Manager for all technical changes to mission critical systems ensuring a successful execution and understanding of program objectives as well as newly required processes through the implementation and development of a change strategy including the communication plan and training efforts
- Ensured support and service teams delivered most effective/efficient technical and training support, providing customer service
- Assessed and improved processes/procedures to prevent breach of service-level agreements (SLA)
- Delivered projects on time, on budget, and on scope, including rollout of Windows 7 with Office 2010
- Held responsibility for procurement and asset management
- Reviewed and approved IT procurement, including IT hardware and software purchases configured and delivered to internal customers
- Tracked fixed assets, including computers, printers, servers, and IP phones
- Collaborated with outside functional areas of IT to assess, educate, and communicate to support team as well as users impacted to ensure minimal impact to business and smooth transition to user community
- Oversaw financial area of IT
- Prepared and managed capital/overhead budgets
- Established monthly meetings with senior leadership team to review expenses
- Committed expenditures against budget
- Created training strategy and ensured training team executed as well as introduced new technologies and changes made to core business applications, including upgrades and new functionalities
- Implemented and deployed Windows 7 with Office 2010
- Introduced four-year refresh program for laptops, desktops, and workstations
- Upgraded operating systems and replaced non-standard computers
- Partnered with engineering to upgrade non-standard equipment, OS, and Office suites to computing standards in six months at rate of 15 users per day
- Upgraded 1700 systems with System Center Configuration Management (SCCM)
- Introduced Center Service and Support Improvement initiative
- Created strategy to support internal customers in achieving operational excellence via proactive approach to service and support needs
- Established monthly regional calls with customers to identify potential risk in environment
- Enabled partnering with customers to prevent technical issues
- Created forum to educate customers on changes/new technologies
- Instituted online self-service portal integrated with Unicenter Service Desk to create, track, prioritize, and manage service/support requests made to IT department
- Provided users with visibility into incidents/requests
- Rolled out life-cycle management for IT fixed assets
- Enabled procurement, receipt, tracking, management, and reporting
- Contributed to collaboration of IT procurement and finance fixed assets, working from central repository
- Audited software licensing contracts against software installations to ensure compliance with publishers
- Minimized financial impact of noncompliance
- Saved $125,000 in 2011 and $152,000 in 2012 with Adobe
- Developed training curriculum for new employees
- Worked closely with HR and leader, identifying training paths to learn business applications, including JD Edwards EnterpriseOne, Westfield Leasing Management, and Proliance
- Generated SharePoint training website to house training catalog of training videos, tutorials, manuals, and smartcards for employees to reference, training over 6,750 employees since deployment
Service Desk Manager
WESTFIELD, LLC
Los Angeles
01.2005 - 01.2007
- Provided effective technical support and delivered best customer service
- Reviewed and prepared customer service metrics for senior leadership team to ensure support team met SLAs and business expectations
- Performed due diligence necessary to determine failure points in processes for continuous improvements in case of SLA breach
- Held monthly meetings with department heads/delegates to access service and support requirements
- Determined process to meet requirements/needs via process change, new technologies, and application upgrade/configuration
- Worked closely with additional areas of IT, including network, server engineering, and business application development teams, to transfer knowledge from second-level to first-level support
- Established first service and support department with internal service desk team/desktop engineering team to support organization of over 1500 employees, creating central point of support for IT-related issues
- Enabled employees to contact IT for support via central number
- Developed new processes and procedures to provide first-, second-, and third-level support to business, following best practices for faster response time/resolution
- Implemented ticketing system to capture, track, and manage incidents, requests, problems, and changes reported by business community to direct issues and improve root-cause analysis
- Identified issues and isolated problems
- Identified and managed key performance indicators for continuous process improvement on service delivery and system management
- Implemented new ticketing system to track and manage issues coming from customers to IT
- Introduced service desk ticketing solution for better service management/delivery and quicker response time
- Increased support and service levels, improving efficiency
Education
Bachelor of Science - Business Information Systems
University of Phoenix
Arizona01.2007
Skills
- Project management
- ITIL processes
- Change management
- Budget management
- Process improvement
- Technical support
- Customer service
- Team leadership
- Stakeholder engagement
- Performance metrics
- Risk management
- Training development
- Service delivery
- Contract negotiation
- Cost control
- Project prioritization
- Customer focus
- Schedule management
- Scope management
- Project status reports
- Cross-functional coordination
- Innovation management
Certification
- Agile Scrum Master
- Professional Project Management PMP Certification – In progress
- Six Sigma Green Belt – In progress
- Foundation Certificate in IT Service Management
Projects
Workday Human Capital Management and Financial Management Microsoft 365 Platform Varonis OKTA Project Management Tools – Wrike, Monday, Jira and Clarity Business Expense Reimbursement Solution – Chrome River Lease Management Solution - Tango Space Reservation and Hoteling Solution – Tango, Resource Central and Eptura Zoom Webinar and Phone Implementation
Languages
Fluent in English and Spanish – written and verbal
Timeline
Project Management Office - Manager
Child Care Resource Center
05.2019 - 06.2024
Senior Business Intelligence Manager
SATWIC INC
03.2013 - 05.2019
Director of IT Services and Support
WESTFIELD, LLC
01.2007 - 12.2012
Service Desk Manager
WESTFIELD, LLC
01.2005 - 01.2007
Bachelor of Science - Business Information Systems
University of Phoenix
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