Sue Kish, PMP

Experience

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  Electronic Data Systems

  Sept 1988 - Jul 2010

  Program Project Manager

  GM IT Service Desk Project / Program Manager Provide process enhancements, end to end management, trend analysis and service request integration for the GM OnLine Service Desk support team. Skill set includes Service Center, Digital Workflow, Knowledge base / EKMS, operational support and reporting analysis.• Managed the End to End Incident team and ensured metrics were met for incident tickets• Develop and implement Quality Control processes used to monitor agent actions• Escalated ongoing trending issues• Identified and develop new business for the Service Desk team• Enhanced relationship and processes between the incident and service request activitiesGM OnLine Platform Engineering Project Manager Primary focus to manage multiple projects and activities for 25 global GM OnLine Platform Engineering resources. Daily responsibilities consist of scope and charter development, resource management, requirements management, project schedule development, customer communication, risk management, meeting facilitation, issue identification/escalation/resolution and status reporting.• Assigned resources and manage all engineering projects• Identified and apply customer priority to all work being performed by engineering resources• Responsible for tracking project progress and resolution of identified issuesNavy Marine Corp Intranet (NMCI) Engineering - Program Manager Managed the development of engineering deliverables for the initial NMCI program solution in an aggressive six-month timeframe. The solution included client builds, file/print servers, messaging servers, management tools and security. Engineering teams included the development of the following components: Client Builds, Automated Deployment Tools, Messaging Server Builds, File/Print Server Builds, Business Processes and Tools, System Testing & Management Tools Show less

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  Hewlett-Packard

  Aug 2010 - Dec 2012

  Program Project Manager

  GM Onboarding/Offboarding Oversight LeaderDeveloped and managed a team to provide oversight for all General Motors North American GM Employees and Contractors who are starting work and ensure they have all their IT login ID, hardware and accesses to be productive on their first day of work. Includes root cause analysis of reoccurring issues and interfacing with GM and HP leadership on a daily basis.• Managed daily activities of the Onboarding / Offboarding IT Request Oversight team • Ensure critical metrics are met on a daily, weekly and monthly basis• Developed processes used to provide oversight and detail tracking• Developed databases used to track the onboarding and offboarding of over 12,000 resources• Provided key input for improvement of onboarding and offboarding processes and services• Single point of contact for GM and HP leadership regarding IT Request fulfillment for new GM resources Show less

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  General Motors

  Jan 2013 - Sept 2014

  Team Leader / Project Manager

  GM Service Request and Onboarding/Offboarding Oversight ManagerManaged teams that monitor and address service requests for the GM end users. Requires integration between Level 1 Service Desk and the Level 2 and 3 fulfillment teams to ensure consistent request processing and successful delivery of IT components.Managed daily activities of the Onboarding / Offboarding IT Request Oversight team • Ensure team process for followed and metrics are met daily, weekly and monthly• Address escalations from end users and leadership as necessary• Identify areas for process improvements and drive to completion• Ensure new product onboardings have the necessary process and ticket creation/routing processes in place• Single point of contact for GM leadership regarding IT Request fulfillment for new GM resources Show less

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  Grand Blanc Community Schools

  Jan 2013 - now

  Board of Education President
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  MiHIN Michigan Health Information Network

  Sept 2014 - Jan 2017

  Program Manager, PMP
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  Dart Container

  Jan 2017 - now

  Senior Project Manager