JoAnn Jensen

Experience

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  Sentry Insurance

  Jul 2000 - Jul 2002

  Systems Analyst
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  DentaQuest

  Jan 2002 - Mar 2015

  IT Manager - Help Desk & Security Administration

   End User Services Strategy & Execution - define visions/plans at the global/enterprise level, define and source the right IT solutions to support business objectives, build and deploy cost-effective and scalable solutions that support business growth IT Governance – strong foundational knowledge for interfacing to areas that must comply with ITIL processes and HIPAA requirements Business Relationship Management – demonstrated ability to align IT with Business through consolidation, standardization and communication Vendor Relations – significant achievement of building strong relationships with the right vendors to reduce costs, improve customer-facing services, and support strategic goals Leadership & Talent Development - exceptional ability to attract and lead top IT talent, inspire excellence, and create team cultures based on performance and innovation Show less

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  Footlocker.com, Inc / Eastbay, Inc

  Jun 2015 - Oct 2016

  IT Manager - Technical Services

  • Responsible for 12 team members supporting 3 Corporate office buildings and the Footlocker.com Distribution Center (~1400 end users)• Successfully restructured the team with no standardized processes or documentation into an effective and efficient team providing day to day support for corporate end users• Created Team and individual goals and objectives to align with business objectives• Created and maintained budget

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  Foot Locker, Inc.

  Oct 2016 - Sept 2018

  Lead a Global team of 40 Service Desk Analysts and 5 managers throughout the US, Canada, Europe, Australia and Hong Kong.• Completed successful launch of a Global Service Desk which included communications and marketing to over 5000 corporate users, creating a global knowledgebase for the Service Desk associates and provided training for a smooth transition• Drove ticket reduction through a self-service knowledgebase for the end users• Created global standardized policies, processes and procedures – many of which needed to be re-evaluated from previous, to fit a now true global organization• Used KPI’s to allow for appropriate and attainable SLA’s• Created a Service Improvement Plan that included reporting and trends, ticket controls, communications and team development• Key Stakeholder of Service Now Incident Management / CMDB implementation• Created roadmap for the initial Go-Live of the Global Service Desk, and future 3 years• Responsible for deployment of end user hardware and, PC Refresh cycle• All duties included within Sr Manager – Client Compute role below Show less • Responsible for 45 team members across the US, Canada, Australia and Hong Kong, consisting of Managers, Desktop Engineers and Desktop Analysts• Senior level management of day-to-day end user support activities and ownership of issue escalations and resolution• Work with other IT managers and leaders to ensure a world-class End User experience including computing hardware, support processes and SLA attainment• Plans and oversees strategic, operational and administrative programs, projects, and/or services that support End User Services• Develop and maintain long and short-term goals, objectives, policies and procedures• Design, document, analyze and implement key metrics that support and measure End User Services• Create and maintain budget for End User Services Show less

  • Director, Global Service Desk

    Mar 2018 - Sept 2018

  • Sr. Manager - Client Compute

    Oct 2016 - Mar 2018
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  Connexus Credit Union

  Sept 2018 - Sept 2019

  Support Services Manager

  Responsible for the design, development, implementation and management of an End User Support Service solution, processes, and people. • Established goals, strategy and objectives for Support Services in alignment with the Connexus’ strategic direction.• Established a current-state baseline to measure the impact of future changes and gain proof of maturity.• Developed Support Services processes and procedures to achieve results for maximum effectiveness.• Key stakeholder in vendor relationship to develop and implement Jira Service Desk to more effectively and efficiently meet the needs of the organization.• Successfully identified gaps in employee onboarding, transitions and offboarding; partnered with HR and other business units to vastly improve employee experience.• Fostered and maintained relationships with the entire Credit Union management team, identifying and coordinating cross departmental initiatives.• Effectively coached direct reports to recognize/foster personal growth opportunities. Understand and utilized staff strengths to increase their contribution and job satisfaction.• Acted as an Ambassador for the Connexus Cares Charitable Giving Program which donated over $800,000 in 2019• Led the organizations committee for the Employee Recognition program and yearly event. Show less

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  Twit Chiropractic Clinic Sc

  Feb 2020 - Aug 2020

  OFFICE MANAGER / CHIROPRACTIC ASSISTANT

  Responsible for the day to day operations of Twit Chiropractic Clinic.• Manage front desk operations of intaking patients, verifying insurance, checking them out after appointments, collecting payments and scheduling appointments.• Review and manage all contracts.• Manage payroll, track and payment of invoices and all clinic related bills through QuickBooks.• Assist with therapy machines, develop x-rays.• Maintain inventory of products for patient purchase• Establish standardized office procedures to provide cost effective and efficient use of time.• Foster and maintain relationships with patients and office staff and vendors to create a pleasant working environment.• Identified IT risks and required updates within the office; researched and presented to the Dr. / owner a contracted company to provide a solid solution for all IT, telephony, fax upgrades.• Acting as liaison between the clinic and the contracted company moving our server needs from an outdated on prem solution to a more stable, secure cloud solution.• Responsible for moving the clinic from an all paper environment for patient information, to a software solution. This will keep the clinic within HIPAA compliance as well as provide much needed efficiency for patient intake/checking out, ledger and insurance billing.• Assist the Dr. / owner with business decisions and financial tasks. Show less

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  NorthWinds Technology Solutions

  Aug 2020 - Aug 2022

  • Manager, Service Desk

    Jan 2022 - Aug 2022

  • Supervisor, Service Desk

    Aug 2020 - Jan 2022
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  Sentry

  Aug 2022 - now

  Infrastructure Ops Manager I