Susan Loga

Susan Loga

Independent Beauty Consultant at Mary Kay Cosmetics

Location
Phoenix, Arizona Area
Industry
Information Technology and Services

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Susan Loga's Overview

Current
Past
  • Key From Image Analyst at Lakeshore Staffing/2010 Census
  • Service Delivery Coodinator at Unisys
  • Desktop Support Site Lead at IBM
  • Desktop Support Technician/Asset Management/Help Desk at Honeywell
Education
Connections

59 connections

Websites

Susan Loga's Summary

Information Technology Professional with a strong background in Service Delivery Coordination, Asset Management, Desktop Support and System Administration. Successful record of quality service, customer satisfaction, and meeting Service Level Agreements through positive “win-win” relationships with customers and staff. Proven ability to communicate effectively at all levels.

Core competencies include:

•Effective project management
•Team leadership
•Technical problem solving skills
•Self Starter
•Positive can do attitude
•Quick learner

Specialties

team leadership and mentoring; standard process develoment and documentation; streamlining processes and troubleshooting;excellent customer service; escalation management;help desk; desktop support;asset management; sla attainment; training;large project implementation; sms; antivirus

Susan Loga's Experience

Independent Beauty Consultant

Mary Kay Cosmetics

Privately Held; Myself Only; Professional Training & Coaching industry

July 2002Present (12 years 3 months) Phoenix, AZ

I am currently working my own business & focusing on moving up to management by the end of this year.

Key From Image Analyst

Lakeshore Staffing/2010 Census

February 2010September 2010 (8 months)

Service Delivery Coodinator

Unisys

Public Company; 10,001+ employees; UIS; Information Technology and Services industry

20052008 (3 years)

Single Point of Contact in the Program Management Office (PMO) for all install and de-install priorities, escalations, issues, processes, asset management and reporting, For Account of 60,000 seats, 20,000 desktop refresh each year, 130 Information Technology professionals, nationally.

• Moved from several site Team Lead to Program Management Office (PMO).
• Reduced quarterly penalties 97.5% from $12K to $300 and received formal recognition from company.
• Created, documented, implemented and provided change management for all install and de-install processes which created a standard operating procedure across the nationwide account.
• Implemented monthly National asset training meeting for technicians across the US on the account.
• Created, documented, and implemented daily status reports for all service calls to provide tools for SLA management.
• Participated in customer meetings as part of the leadership team of Unisys for this account for both Dell and our end customer Honeywell.

Desktop Support Site Lead

IBM

Public Company; 10,001+ employees; IBM; Information Technology and Services industry

20022005 (3 years)

Single Point of Contact on customer site for all desktop related issues or escalations from customers and helpdesk. Desktop Support Lead Glendale – 5000 seats 23 technicians / Backup Site Lead additional sites – 5000 seats and 32 technicians.

• Promoted from Technician to Site Lead after four months and received the highest possible employee rating on all yearly reviews and rated in the top 5% worldwide.
• Participated on team of management level members across IBM accounts to develop end to end strategies.
• Created and implemented innovative training for technicians on ticket coding and processes.
• Trained and mentored two new site leads.
• Trained 40+ technicians as an IBM certified trainer for Windows XP decreasing cost of training our team.
• Created and implemented daily score card to provide both management and technicians with SLA status and prioritization of daily work schedule since tool lacked this capability.
• Facilitated and also worked to reduce 400+ call backlog increasing customer satisfaction,

Desktop Support Technician/Asset Management/Help Desk

Honeywell

Public Company; 10,001+ employees; HON; Electrical/Electronic Manufacturing industry

19832002 (19 years)

System Administrator/Technical 1- SMS/Antivirus / Desktop Support (2000 - 2002)
Tested and Implemented SMS packages for anti-virus updates for 5000 seats.

• Drove an increase in antivirus protection for clients by 50%
• One of two individuals who set up new printers, programming ESI Print Servers and print queues.
• Performed phone support 2 hours a day with 80% first call resolutions utilizing remote tools


Business II/Business I – Asset Management Team (1996 - 2000)
5000 seats – $2M yearly Budget for Desktop and Laptop Allocations

• Participated in the design, development, and implementation of the Desktop Asset Team (DAT team) and facilitated meetings when team lead was not available.
• Ordered, tracked and facilitated delivery of desktop and laptop equipment.
• Facilitated the reduction of backlog of 400 Desktop and laptop deliveries by hiring specialized staff, streamline paperwork processes and running daily meetings to remove roadblocks.
• Contributed to reduce number of computer desktop kits from three to one resulting in cost savings for both support and maintenance.
• Directed team for initial Six Sigma Black Belt training laptop setup and received positive performance feedback from Black Belt team Coordinator

Desktop Support/ New Computer Delivery/Solution Center (1994 - 1996)

Customer Service Representative (Response Center Help Desk) (1990 – 1994)

Susan Loga's Skills & Expertise

  1. Vendor Management
  2. Process Improvement
  3. Software Documentation
  4. Troubleshooting
  5. XP
  6. Training
  7. Change Management
  8. Management
  9. System Administration
  10. Project Management
  11. Technical Support

Susan Loga's Education

Rio Salado Community College

Medical Terminology

20092009

completed course with a 97%

Glendale Community College

Psychology

20042004

Gateway Community College

Business

19921992

Mesa Community College

Business

19861987

Phoenix College

Advertising and Pre-Nursing

19831986

West Phoenix High School

Business and Science

19721976

Susan Loga's Additional Information

Websites:
Interests:

Mary Kay;AZRAG (Arizona Rescue a Golden);ATV Safety Institute - Certified Safety Instructor

Groups and Associations:

Contact Susan for:

  • career opportunities
  • consulting offers
  • new ventures
  • job inquiries
  • expertise requests
  • reference requests
  • getting back in touch

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