Norma Mellott

Experience

• 

  Glatfelter

  May 1988 - Jan 2010

  Managed US Helpdesk team supporting 1500 users. Worked and led US Help Desk Planned and procured raw materials for Spring Grove facility. Also worked on RTP team with implementing SAP and trained end users. Supported 600+ users soley for Spring Grove facility over the phone providing break/fix troubleshooting and handling requests. Support hardware and software for 600+ users in Spring Grove facility. Initiated team to stand up a Helpdesk process for Spring Grove. Monthly closing tasks, regular cost analysis for Pulpwood Co, Power & Steam, production, and yield calculations.

  • Service Desk Manager

    Jan 2004 - Jan 2010

  • Lead Help Desk Analyst

    Jan 2001 - Jan 2004

  • Buyer II

    Jan 2000 - Jan 2001

  • Help Desk Analyst

    Jan 1997 - Jan 2000

  • IT Onsite Technician

    Jan 1993 - Jan 1997

  • Cost Accountant

    May 1988 - Jan 1993
• 

  Glatfelter

  Jun 2010 - now

  Lead global helpdesk team and NA Tech Support team standardizing support processes for a $2 billion company. Budget and manage spend for Corporate Telecom/Data and IT Technical cost centers. Lead and implement multiple projects annually from global desktop application upgrades, Annual PC Refreshes, Incident Response Management to Technical Process improvements. End User Support Service leader for over 2400 users globally.Training & Certs:LEAN OfficeITIL BasicsService Desk Manager4D Project Methodology Show less

  • IT Mngr, Global Service Desk & NA Tech Supp Mngr

    Nov 2012 - now

  • Global Service Desk Manager

    Jun 2010 - Nov 2012
• 

  Pixelle Specialty Solutions

  Oct 2018 - now

  IT Manager, Service Desk & Onsite Support