Jane Farago

Experience

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  Cardinal Health

  May 2006 - Jan 2019

  - Coordinated and supervised the daily activities of operations or business support staff- Planned/coordinated meetings, town halls and events for the EITSC and for the Veterans ERG event- Provided support for a smooth transition during global expansion initiative- Arranged mentoring for new hires in Dublin and Manila - Worked with training team to update materials relating to new hires, new support procedures and conversion to eLearning- Orchestrated the transition and merging of all client frontline teams - Held calibration meetings with level 2 groups to align data scrubbing- Coordinated and supervised the daily activities of operations, or business support staff - Administered and executed policies and procedures - Ensured employees operated within guidelines - Held team accountable for maintaining desired metrics and performance standards - Decisions have a direct impact on work unit operations and customers - Frequently interacted with subordinates, customers and peer groups at various management levels - Interactions normally involved information exchange and basic problem resolution - Conducted weekly stand-ups involving metrics, upcoming projects, recognition and directives - Prepared monthly scorecard for front-line team and leadership - Coached and mentored team members and peers Show less Individual contributor role focusing on the organizational structure of the service center staff - Intermediary between HR and front-line management for contractor resume submission, interview scheduling, and hiring/training scheduling. - Core team member on Beeline vendor management application restructuring- Time sheet and work plan compliance ownership in Mercury ITG- Complete contractor budget forecasting monthly 100% on time- Upkeep of weekly / monthly documents including organization chart and staff rosters- Proactively keeps up on new policies and procedures as it relates to the company - Assesses needs and reuirements from leadership on staffing requests and proposes ideas for execution according to business need and budget- Maintains high level of confidentiality with sensitive information / issues- Works closely with Service Center supervisors Show less - Process web form service requests received from internal clients.- Actively ensure SOX compliancy security forms are received including iSeries, SAP, Business Objects, Unix and CRM Portal. - FDA Certification for processing Alaris service requests.- Capture daily metrics through Business Objects and monitor eCase queues. - Evaluate, maintain and make recommendations to management on internal process that can streamline workflow.- Conduct group training for the department regarding eCase processes.- Main point of contact for team questions and case escalations. - Actively evaluate and make recommendations to SCIM values to ensure reporting needs are being met.- Work as a liaison between Service Center eCase team and Tier II and III support teams. - Identified project risks and provided optimal solutions for resolution. - Maintain documentation in Serviceware for all service request and process procedures within the eCase team to ensure quality and efficiency. - Understanding of the Service Delivery Model (SDM) process and how it pertains to the EIT Service Center Show less - Answered incoming client and customer calls.- Software and hardware issue troubleshooting via phone.- Trained end users in the use of equipment and software.- Acquired and maintained expert knowledge of emerging desktop technologies and software applications.- Fully documented all cases in call tracking software and escalated to appropriate queue.- Assumed ownership of project-related tasks as needed or assigned.- Acted as liaison between clients or customers and other Cardinal IT organizations or external IT vendors.- Maintained and searched knowledge about current industry-wide support practices and the potential impact on the support business. Show less

  • Supervisor, IT Service Center

    Apr 2014 - Jan 2019

  • Consultant, Demand and Resource Management

    Jun 2009 - Apr 2014

  • Analyst, End User Client

    May 2007 - Jun 2009

  • Analyst, End User Client

    May 2006 - May 2007
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  The Ohio State University

  Jan 2019 - now

  Senior Manager of Customer Experience (OCIO)

  Managed IT Services On-boarding team responsibilities include allocating resources for activities that include the inventory of assets, triage relating to network cutovers, domain migrations, and refresh of devices as determined in the signed SLA.* Manages a team of technical resources to deliver managed services solutions relating to the on-boarding of new managed IT customers* Organizes project related work that is prioritized through collaboration with project managers* Ensures inventory of existing assets are accurate and tracked in organizations Configuration Management Database (CMDB)* Works in conjunction with infrastructure teams to triage work relating to network cutovers and active directory migrations * Works with OSU Columbus Campus and OSU Regional Campuses to provide refreshes of managed devices and deliver IT support* Works collaboratively as a team to develop standard operating procedures (SOPs), creation of training and continuous improvement opportunity plans* Looks for opportunities to drive efficiencies, including workflow improvements, to improve the customer’s on-boarding experience* Streamlining processes to prepare to scale to a larger customer baseAsset management responsibilities include maintaining a detailed inventory of organization's hardware assets and applying the information in making the best decision concerning IT-related purchases and redistribution.* Manage inventory of CIs and assets, including dependencies and attributes, making sure that modifications are correctly recorded* Ensure process efficiencies by challenging team members to suggest continuous improvements to the process * Establish and maintain documentation of procedures, processes, and reports concerning asset and configuration management* Collaborate with infrastructure teams to align methods for proper tracking and cataloging of assets* Manages vendor relationships and meets consistently to align standards and expectations Show less