Sharon Kates CBCP, CPCV ITIL Foundation

Experience

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  Sungard Availability Services

  Jan 1994 - Apr 2021

  Led global cross functional teams to deliver process improvements impacting operations and delivered program portfolio status to Senior Executive team. • Implemented new flows and processes that created operational efficiencies and reduced operational expenses.• Delivered an innovative path to revenue assurance attributing to $14M of found revenue.• Established processes to increase test performance success rate (94%) above industry standard.• Managed several vendors to ensure SLAs were met to provide operational value to end customers.• Served as an escalation point for the Recover2Cloud base while delivering operational action plans.• Drove IT Global Initiatives and managed projects using Agile Methodologies. Show less Allocated hardware resources for DR testing and at time of disaster. Promoted to Supervisor, managing Analysts with Resource Management.• Supervised up to 6 direct reports which serviced North America and responsible for more than 3,800 accounts.• Provided Crisis Management support and duty Manager to ensure that end to end recovery efforts were processed (including Hurricane Sandy, Katrina, NE Black Out, 9/11 Terrorism).• Handled escalations with a viable alternatives and solutions creating even greater customer satisfaction. • Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service. • Focused on servicing top tier account assignment for Fortune 500 Customers. Show less Utilized a broad-based knowledge of various technical platforms such as Network, x86, UNIX, Solaris, OS/400, HP, and Storage to ensure End User contracts are compliant to like or better solutions.• Provided immediate, effective response to customer’s testing requests while ensuring the proper allocations of resources.• Served as lead for customer disaster calls and followed a proven process until the disaster has been rescinded.• Demonstrated creativity in offering alternative solutions was a highly required skill set to the Customer’s contract. Show less

  • Performance Improvement & Program Management Lead

    Nov 2014 - Apr 2021

  • Supervisor, Resource Management

    Jan 1994 - Nov 2014

  • Contract Compliance | Resource Analyst

    Jan 1994 - Jan 2001
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  SAP

  Mar 2022 - now

  Senior Process Analyst