Barbara Hall3S504 Shagbark Lane • Glen Ellyn, Illinois 60137 • (630) 926-5256 • bhall2923@gmail.com

INFORMATION TECHNOLOGY MANAGEMENTAccomplished IT leader experienced in developing high performance IT client services and support teams. Extensive experience leveraging technology to drive business value, process improvements and best practice internal support. Strong leadership skills with a demonstrated track-record transforming client support teams into a metrics-based operation exceeding industry benchmarks and achieving higher business satisfaction.

SIGNIFICANT ACHIEVEMENTS Consolidated 3 site-based IT Client Services functions to a global shared services structure reducing

operating expense through responsibility realignment, removing redundancies and vendor negotiations. Established integrity of staff through unifying processes, creating scorecards and building accountability achieving improved internal customer satisfaction rating of 88%.

Re-engineered Help Desk functions identifying service improvement opportunities and implementing an ITIL best practice framework approach to IT service management. Reduced time to resolution and identified root cause through problem management resulting in improved customer satisfaction and availability of systems.

Led functional, technical, and cost/investment evaluation in outsourcing IT procurement function and imaging services achieving cost savings over $240,000 per year.

Instituted self-service strategy and implementation of technologies achieving improved end user efficiency and reduced support costs through cloud services and technology implementations.

Designed employee career path and development program providing a framework facilitating employee development and increased employee satisfaction, retention and internal promotional opportunities.

Areas of expertise:IT Management/Strategy – Service Delivery and Management (ITSM / ITIL) – End User Service and Support –

Global Service Desk – Staff Development and Mentoring -- Process Improvement – Budget Management – Change Agent – Vendor Management – Cross-Functional Leadership -- Project Management

THE CHAMBERLAIN GROUP, Elmhurst, Illinois 1998 – 2015 Global provider of residential and commercial access control products and solutions. Chamberlain is a wholly-owned subsidiary of The Duchossois Group, Inc.; billion dollar privately-held corporation.Director, IT Client Services (2008 – 2015)Promoted to Director. Led global team of 13 to 17 supporting 2,000+ internal users providing the strategic direction, financial, technical, and operations of IT end user services across North America, Europe, and Asia Pacific.

Led global technical staff of employees and contractors in the areas of desk-side support, deployment services, IT procurement, user provisioning, application support and client architecting leveraging Gartner IT-Score and ITIL frameworks elevating IT maturity and service delivery.

Established a global enterprise Service Desk consolidating three site-based functions to a shared services structure reducing operating expense through responsibility realignment, removing redundancies and leveraging vendor negotiations.

Spearheaded IT Service Management tool specification and selection automating technical support, enabling a metrics-based orientation and improving internal customer satisfaction.

Interfaced with key stakeholders and Executive Leadership team driving business value through the use of client technology and working directly to ensure delivery of committed service levels to the business.

Designed employee career path and development program providing a clear framework facilitating the development of employees. Led cross-functional team establishing an IT recognition program reducing IT turnover and employee satisfaction.

Assessed outsourcing appropriateness for internal IT end user services – Business case, RFP, vendor comparison, cost analysis, service gap analysis and process assessment resulting in identifying the costs and value of outsource in comparison to internal resources.

Led functional, technical, and cost/investment evaluation in outsourcing IT procurement function and imaging services. Achieved recurring annual cost savings of $240K per year.

Implemented end user support structure for SAP. Key contributor in ensuring a successful “Go Live”. Led evolution of end user services through development of self-service strategy and supported the

implementation of technologies improving end user efficiency: Cloud Services, IT portal, password reset solution, knowledge base, procurement portal, Office365, Lync, OneDrive for Business, Windows 7/8.1, MAC environment, mobile technologies, Cisco and Siemens phone systems, Lotus Notes, SCCM, etc.

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Instituted client-facing technologies for the Sales staff enabling real-time access to critical applications and increasing sales force effectiveness in the field through the use of mobile technologies.

Identified new job role improving support of AV and videoconference services, resulting in 99% availability and reduction in travel costs. Expanded services through the support of Smart Room System integration with Microsoft Lync.

Partnered with Technical Services & Customer Solutions leveraging RightNow’s Service Experience Platform providing more than 100 Contact Center Agents with web-based product information and troubleshooting methodology improving customer support for isolation of product performance issues.

PC/Network Manager, Information Technology (1998 -2008)Direct report to Vice President of Information Technology building and supporting end user services in the areas of application support, desk-side support, deployment services, IT procurement, server administration, application support and Service Desk.

Led transformation of internal support teams from underperforming IT support area and a business risk to meeting acceptable operating standards. Increased perceived value of support from the business by 22%.

Implemented ITIL approach to IT Service Management utilizing best practices and guidelines -- Incident Management, Problem Management, Knowledge Management, Request Fulfillment, Access Management, Service Level Management, Knowledge Management and Service Catalog achieving increased business satisfaction and auditor compliance.

Negotiated and managed cellular services agreement realizing savings of $150,000+ per year and resulting in free services for the organization.

Responsible for the Microsoft relationship managing and negotiating the Enterprise Agreement resulting in year-to-year cost avoidance of licensing and new agreement savings of 15%+.

Participated in the relocation of Distribution Centers ensuring continuity of IT end user services and implementing technologies to improve performance of shipping and receiving products.

Architect, deploy and support next generation client solutions – mobility, applications and PC computing environment.

Led and implemented Lotus Notes globally and continued support of business applications. Supported planning and integration of company acquisitions into adjacent consumer goods product

lines. Consolidated IT end user services, processes, policies and technical support. Implemented standard, enterprise-wide end user hardware and software.

ACE HARDWARE CORPORATION, Oak Brook, Illinois 1995 – 1998 Ace Hardware is a nation’s leading retailer owned cooperatives with annual retail sales of $13 billion.Manager, Support CenterResponsible for Service Desk function, field operations, IT procurement and identification and implementation of end user technology and support.

Coached, mentored and developed a team of IT support professionals driving higher performance. Reengineered the IT support area improving end user services and support. Increased customer

satisfaction by 20%. Led the evaluation and assessment of client PC technology and applications. Achieved hardware cost

savings of $400,000 per year and implemented updated collaboration tools for the internal business. Responsible for IT procurement function of internal software and hardware purchases. Responsible for the training and development of IT technologies for internal staff, sales staff and remote

sites. Delivered training programs enabling the effective use of technology. Instituted a cross-functional LAN-standards committee establishing and documenting standards for

information security, problem management, change control and disaster recovery.

EDUCATION & PROFESSIONAL DEVELOPMENT

Microsoft Summit, technology training and webinars, 1988 - 2014Center for Creative Leadership, Colorado Springs, CO, Commitment to Leadership Development, 2010

Keller Graduate School of Management, Master of Business Administration, 2009Pink Elephant, ITIL v3 Foundation Certificate, 2008

Pink Elephant, Establishing a Service Desk According to ITIL Best Practices –Certificate, 2006Pink Elephant, CMDB Implementation Program, 2005

Pink Elephant, Service Desk Function, Incident Management and Problem Management Program, 2004Pink Elephant, ITIL v2 Foundation Certificate, 2002

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DePaul University, Bachelor of Arts, 1997

PROFESSIONAL AFFILIATIONS

ITSMFHelp Desk Institute (National and Local Chapters)

National Association of Professional Women

AWARDS

SAP Recognition – Successful Implementation and SupportInformation Week 500 – Named among the Top 500 most innovative IT organizations

Speaker, Axios User Group, “Service Delivery – Design and Implement End User Computing Services”Ace Hardware Moment of Truth Award -- Recognition of identifying and recovery stolen assets

Employee of the Month Award – Recognition of outstanding IT performance