Meg King, PMP

Experience

• 

  Boston University Hearing Research Center

  Oct 2012 - May 2013

  Lab Assistant

  Initial 3D construction of marine mammal auditory models using Amira software.

• 

  Boston University

  Apr 2013 - Sept 2013

  Student Advisor

  I helped orient incoming students by providing presentations about university conduct and protocol, and by providing continued leadership around campus. I also partook in conversations with the student's families in order to answer any further questions that they had.

• 

  Apple

  Jul 2013 - Oct 2016

  There are a few roles that I can play as a specialist. I discover customer needs and work with them to help create their complete solution. I help the customer get started with their new technologies, including setting up their device and recommending features that complement their usage. At other times, I am the start of the customer's experience at the Apple Store. I direct customers who know what they are looking for, or set them up with additional specialists to get any questions answered. Show less

  • Apple Certified Mac Technician (Genius)

    Apr 2015 - Oct 2016

  • Family Room Specialist

    May 2014 - Apr 2015

  • Specialist

    Jul 2013 - May 2014
• 

  Novartis

  Oct 2016 - now

  As a Sr. Support Program Manager at Novartis Institutes for BioMedical Research (NIBR), I lead a team of 10 Support Analysts who specialize in technology and productivity improvement for the scientific community. With over 7 years of experience in IT support, training, and project management, I have developed and delivered user-centric solutions that enhance efficiency, collaboration, and innovation.Our team delivers a diverse and effective support program through building connections within the scientific communities to uncover unique needs, providing top-tier IT support, implementing new technology solutions, curating a productivity training program, and providing top-tier IT support. As a part of the leadership team, I ensure our offerings align with the needs of the business and internal department goals. As a manager, my goal is to help my team create an excellent user experience. This includes coaching on project delivery, customer service, and troubleshooting techniques, using Jira Software and Service Management to track delivery, and matching my teams' skill sets to impactful projects. My leadership style is centered around serving my team, removing obstacles and strategizing on how I can set them up to achieve personal and professional goals. Often this is through connecting and leading cross-functional collaboration efforts and directing larger project efforts. I represent our team in the larger technology organization and manage cross-functional projects that drive us towards achieving departmental objectives and streamline internal processes. Recent examples include representing User Services in re-engineering and optimizing the escalation processes with representatives from Product, Engineering, and other key stakeholders, and leading a campus-wide improvement project for wireless network performance, involving integrating user feedback and external vendor management. Show less Through my experience as a support analyst, I found an opportunity to reach out to users through education. What started with designing a few new trainings for my local users expanded to the development and maintenance of a training program focused on delivering productivity trainings for our global user base. Trainings can be ongoing to support our new hires, or project-base, like rolling out new software to our scientists.I also have been focused on making our trainings accessible to satellite sites, larger groups and users working from home. My approach thus far has been two fold: first we have incorporated an online delivery platform and made all trainings available in person and online, and second we have designed bespoke training experiences for specific teams focusing on their unique needs. These trainings are all subject to a regular portfolio review, with a strategy to update and retire trainings and align delivery with business goals. Show less I am the front line of internal End User Support in training, troubleshooting software, hardware, and network issues on Mac, PC, and iOS platforms for scientists, doctors, and support staff. Documentation of issues and resolutions are tracked via internal and external ticketing systems (Jira Service Desk, Remedy), inventory management via GLPI, and Mac management via JSS-Casper. I specialize in Level 2 Mac support and am in charge of deployment and troubleshooting the Mac environment.Additionally, I develop and conduct workshops, showcases, and analyze existing trainings for our users to keep content accurate and quick to understand. Currently, my goal is to promote universal adoption of our training documentation throughout our global sites to help align the user experience. Show less

  • Associate Director | Product Line Operations Manager

    May 2024 - now

  • Sr. Support Manager

    Mar 2021 - May 2024

  • Global Training Program Manager

    Apr 2019 - Mar 2021

  • Internal User Support - Mac Specialist

    Oct 2016 - Apr 2019