Angela Kruse

Experience

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  Contempo Casuals

  Dec 1999 - Dec 2000

  Customer Service Leader (Asst Manager)

  Supervised a team of 12 Customer Service RepresentativesPrepared opening and closing bookwork for the storeManaged the store's aesthetic design and updated it monthlyCollaborated with another CSL in creating weekly schedulesMaintained a fun, friendly working environment for all employees

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  University of Wisconsin

  Sept 2002 - Dec 2002

  Help Desk Technician

  Managed the functions of the College of Business and Economics' computer labAddressed computer/printer/scanner issuesAssisted students with debugging and other programming questionsCollaborated with other help desk technicians in creating weekly schedules

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  FedEx Ground

  Jan 2003 - Aug 2004

  Supervised drivers, clerks, and package handlers in a $15 million dollar operationDelegated and trained others to accomplish tasks to better achieve organizational goalsManaged IT problems with computers/printers and driver scannersHandled customer service callsResponsible for records managementEnsured data quality of international customs documents, driver settlement pay and COD funds nightlyGuaranteed that FedEx passed the ISO 9001 audit quality review without any audit recs Show less

  • Service Manager

    Feb 2001 - Aug 2004

  • Management Internship

    Jan 2003 - May 2003
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  Minnesota Nurses Association

  Aug 2004 - Nov 2022

  ● Led all aspects of the organization’s data management and support service programs, including membership services, and labor support.● Oversaw the planning and effective integration of organizational strategic priorities and their evaluation across all departments.● Served as liaison to the Board of Directors for all membership and data management items.● Identified and drove ongoing opportunities for organizational and process transformation, optimized processes for efficiency/effectiveness, and maximized value from technical capabilities, staff resources and member services.● Responsible for regular policy analysis, organizational planning, and board and staff development.● Set and managed a budget that ensured strong stewardship of organizational resources.● Developed and implemented effective procedures and supporting policies intended to facilitate effective collection of dues and fees, maintenance of member data records, integrity of data management initiatives, collective bargaining and contract enforcement support, and all other related activities.● Hired, provided initial and ongoing orientation, assigned work, evaluated, and in all other ways supervised all Labor Administrative Assistants and Membership Assistants, including development and approval of all policies directing the work of these support areas.● Gathered and defined business and technical requirements from organizational stakeholders for data management project initiatives.● Translated data management requirements for technical teams and served as the point of contact for those vendors. ● Defined, evaluated, and supported reporting and data quality needs.● Represented the membership services program, labor support program and organizational data management program at key local, state, and national meetings. Show less Responsible for the development and maintenance of computer, mobile device, phone system, audio visual systems, software, applications and systems security to promote and achieve the goals and priorities of the organizationEnsured system integrity and security with hardware, software and organizational informationDeveloped, implemented and administered technology policies, processes, and strategies Planned and implemented an annual budgetOversaw and administered use of outside technology consultants and vendors including the development and evaluation of their useManaged technology projects from concept to delivery, taking into account workflow management as well as end user training and development of training programs and materialsResearched emerging technologies and trends, and determined their value to the organization in regards to efficiency and effectiveness if implementedAnalyzed and managed projects for technological solutions to support organizational programs and campaignsSupervised the Membership department and the policies and procedures regarding membership data, dues collection, and membership and voting status Show less Coordinated, supported and analyzed the organization's membership information systems and the strategies, policies and processes to utilize these systemsServed as liaison and project manager for external system vendors, communication systems, event audio visual, and internal information systemsHeaded up the UnionWare project including discovery, data collection, database structure and design, member portal structure and design, implementation, end user training, business rules, test/use cases, and ongoing updates and upgradesPlanned, implemented and trained staff members with hardware and software upgradesEngineered, managed and supported databases and information systems Managed the transfer of confidential electronic data to and from employer facilities Championed innovative problem solving skills and responsible for change managementLed the internal staffing organization and dealt with workplace issues, organizational policies, interpersonal conflicts, contract interpretation, etc.Organized and ran a member group to set the strategic technological direction of the organizationPlanned and executed technical aspects of organizational events Show less

  • Director of Administration

    Feb 2020 - Nov 2022

  • IT Manager

    Apr 2015 - Feb 2020

  • Systems and Information Analyst

    Aug 2004 - Apr 2015
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  Boston Scientific

  Nov 2022 - Feb 2025

  Head of Technology Experience - North America (NAM)

  Spearheaded customer-centric initiatives and devised strategic plans for IT services in the North America (NAM) region, catering to 26,000 users, constituting 42% of the organization's overall user base.Directed and guided a team of 6 direct reports and 60 indirect reports, encompassing NAM Site Managers and Supervisors. Focused on driving exceptional service delivery, fostering innovation, and surpassing customer expectations.Fostered collaboration to synchronize strategies between global Service Desks and Deskside teams. Aimed at standardizing service offerings and metrics to gauge service effectiveness, efficiency, and satisfaction.Enhanced the strategy of the NAM walk-up experience by implementing operational discipline and emphasizing customer advocacy.Owned the budget, annual strategic planning process, and annual operating plan for the global Technology Experience Team.Represented Global IT on the Employee Experience Program which required cross-functional collaborations with HR, Facilities, Corp Comms, and Mfg/Dist teams.Developed the annual IT Technology Experience Survey, ensuring comprehensive feedback collection from employees. Compiled trends and insights from the data, influencing data-driven actions by product and service owners to continually enhance the employee's technology experience.Implemented improvements in IT service quality and operational efficiency across the NAM region. This included normalizing the aged asset/endpoint compliance process, reducing user downtime, expanding upgrade options, and increasing weekly endpoint upgrades by 400% to meet the target annual capital spend and reduce security liabilities.Fostered a forward-thinking mindset across teams, encouraging a relentless pursuit of process improvements.Contributed to the development and maintenance of strategic technology roadmaps. Show less

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  Polaris Inc.

  Feb 2025 - now

  Director of IT Infrastructure - Global