Shane Griffith

Experience

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  QUIK-STOP PHARMACY OF BARLEY STATION INC

  Aug 1993 - now

  Treasurer

  I leverage my expertise in IT to integrate and maintain our cutting-edge pharmaceutical robotics system, ensuring accuracy, efficiency, and inventory optimization. Financial savvy allows me to optimize insurance reimbursements, negotiate favorable terms with suppliers, and develop data-driven budgets to maximize profitability. I make strategic decisions that impact the community, like expanding services and tailoring product offerings to meet evolving needs. My leadership extends to building and managing a high-performing team, including training on the robotics system and fostering a collaborative culture. I meticulously manage the purchasing and maintenance of both medications and the complex robotics system, prioritizing cost-effectiveness, regulatory compliance, and patient safety. My deep understanding of each operational aspect and my commitment to innovation positions my pharmacy for sustainable growth and exceptional patient care. Show less

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  DecisionOne

  Oct 1993 - Apr 1997

  Help Desk Manager

  Reporting to the Director of Support Services, I held a leadership position with broad responsibilities, overseeing a team of over 30 Software Support Representatives. My role encompassed various areas, including quality assurance, service level management, hiring and training coordination, and equipment and service procurement.Key Contributions:- Selected to spearhead the creation and management of the company's inaugural outsourced customer software support desk, successfully establishing and maintaining this new service offering.- Developed an outsource consulting practice, designing effective pricing schemes to ensure the profitability and sustainability of the consulting services provided to clients.- Demonstrated a consistent track record of maintaining service levels that exceeded company standards, consistently delivering outstanding support and customer satisfaction. Show less

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  Unisys

  Jan 1997 - Dec 2000

  OneCall Consultant

  As a sales and customer consultant, I specialized in providing expert guidance and support in outsourcing help desk support services to Fortune 50 companies.Key Contributions:- Played a key role in the establishment of the OneCall consulting practice, contributing to its development and success.- Recognized as the first new hire in the team, I was entrusted with designing and implementing standardized consulting procedures that proved successful and were eventually offered worldwide to top-level clientele.- Collaborated with multiple industries, with a predominant focus on servicing companies within the Fortune 50, delivering tailored solutions and leveraging my expertise to meet their unique needs and challenges. Show less

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  Advanta

  Oct 2000 - Oct 2005

  Manager Help Desk Support

  In a supervisory role, I effectively managed support representatives and their team leaders within the IT Support Center, Data Center Operations, and Desk Side Support, ensuring adherence to FDIC and Sarbanes Oxley audit compliance requirements.Key Contributions:- Personally chosen by the CIO to lead the reconstruction of support services to achieve successful compliance with Sarbanes Oxley and FDIC regulations within a remarkable 6-month timeframe.- Managed the support team to consistently exceed service level records for four consecutive years, fostering a culture of excellence and delivering exceptional customer support.- Successfully reconstructed the corporate new hire, termination, and change policy, transforming it into a corporate standard that enhanced operational efficiency and compliance.- Skillfully project-managed the purchase and implementation of a corporate service tracking system, significantly improving incident management and establishing an IT communications standard.- Demonstrated strong leadership and management skills in maintaining support service attrition rates below 2% per year, ensuring team stability and continuity of service delivery. Show less

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  Keystone Foods

  Jan 2006 - Jan 2007

  Manager of Operations and Support

  As a capable manager, I successfully supervised a team of 7 network engineers, 4 Help Desk representatives, 1 executive support technician, and 5 nationally dispersed Business Unit Support technicians, overseeing their day-to-day responsibilities and guiding them on long-term projects.Key Contributions:- Led and administered the Drexel University Co-op program, facilitating valuable partnerships and providing students with valuable work experience opportunities.- Conducted a thorough analysis of all IT support processes and successfully re-engineered them, optimizing efficiency and enhancing overall service delivery.- Played a pivotal role in the acquisition and project planning of the Track-It incident logging tool, streamlining incident management processes and improving tracking and resolution of IT issues.- Acted as the decision maker for selecting corporate standard hardware, software, and mobile technologies, ensuring alignment with business needs and optimizing technology investments.- Successfully managed several company-wide projects as a project manager, ensuring their successful implementation and contributing to the overall success of the organization. Show less

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  Day & Zimmermann

  Jan 2008 - Feb 2013

  Manager of Support Services

  As the direct overseer of the assurance and technical well-being of over 3,000 end users and 30,000 contractors worldwide, I played a pivotal role in ensuring seamless operations and support.Key Contributions:- Personally identified and deployed a SAAS-based incident management system, ServiceNow, enhancing incident resolution processes and improving overall efficiency.- Selected and implemented a cost-effective long-distance mobile phone service, Vyke, in Iraq, resulting in significant cost savings of over $50,000 per month for the company.- Collaborated with HR to successfully establish the company's co-op program, fostering partnerships and providing valuable opportunities for aspiring professionals.- Served as a key manager sponsoring the Philadelphia Youth Network - 2012 WorkReady Summer High School Intern program, making a positive impact on the local community and empowering young talents.- Successfully revitalized Support Service delivery for Day & Zimmermann and its multiple business units by researching, designing, implementing, and administering ticketing software, support method retraining, and Help Desk outsourcing, including international service groups in Afghanistan, Iraq, South America, and Africa.- Skillfully renegotiated the renewal contract for mobile device services, securing a lump sum check of $100,000 from the vendor, benefiting the company's financial position.- Successfully negotiated a remarkable $400 per unit reduction in laptop computer costs, resulting in annual savings of over $240,000 for the company.- Designed and implemented an ITIL-based support knowledgebase, which is now widely utilized and collaboratively maintained company-wide, effectively leveraging level zero support and saving over $30,000 per annum. Show less

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  The Bryn Mawr Trust Company

  Oct 2013 - Aug 2014

  Management Consultant

  As the driving force behind the design, implementation, and management of an ITIL-compliant support services department, I played a pivotal role in integrating Help Desk and Desktop services to provide seamless IT support.Key Contributions:- Updated and created comprehensive support services process documentation using personally designed templates, ensuring clarity and consistency in workflows.- Designed and implemented service levels across the entire IT infrastructure, establishing clear performance metrics and expectations for service delivery.- Successfully led the Canon copier tech upgrade project, overseeing its execution and ensuring a smooth transition to upgraded technology.- Served as the project lead and administrator for the implementation of the new ticketing system, Footprints, enhancing ticket management and improving incident resolution processes.- Designed and implemented a new hire and termination process, streamlining onboarding and offboarding procedures, and developed corresponding MS InfoPath forms to automate and standardize the process.- Demonstrated exceptional problem-solving skills and leadership abilities by driving down the backlog of IT trouble tickets from over 300 to under 50 in just 4 months, prioritizing and resolving issues efficiently. Show less

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  International SOS

  Nov 2014 - Nov 2015

  ITG Group Infrastructure Manager - Consultant

  In a role encompassing managerial and fiscal responsibilities, I provided diligent oversight for globally located infrastructure, database, and outsourced level 1 support groups catering to internet and mobile customers across the globe. I ensured the smooth functioning of these critical operations while managing the financial aspects effectively. To streamline processes, I exercised financial and operational oversight of global vendors situated in India, France, London, and Dallas, fostering efficient collaborations and maintaining high standards of service delivery. Show less

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  Griffith Home Design Inc

  Feb 2016 - Jan 2019

  President

  As the Owner and General Manager of a company comprising two divisions, Pendulum Solutions and Post Haste Handyman, I played a pivotal role in its growth and success. I established robust processes and procedures, effectively managing both in-house staff and subcontractors. My primary focus was on meeting and exceeding client expectations, addressing their needs, and ensuring accurate billing. I orchestrated a successful marketing campaign and achieved an exceptional sales closing rate of over 90%. Additionally, I was responsible for overseeing the implementation of client home designs and adeptly handled challenging client strata interactions on a daily basis. Show less

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  Firstrust Bank

  May 2022 - now

  Business Solutions Analyst / Project Manager

  As a cross-functional collaborator, I have the privilege of working closely with various departments, including technology, marketing, Retail/Business Operations, and subsidiaries, to drive strategic initiatives and foster engagement that led to enhanced organizational efficiencies. I spearheaded numerous business process improvement projects, employing my expertise in business/process analysis, project management, and change management.