Resume Darleen Witmer - June 2006

Darleen Witmer
35 Norfolk Crescent, Kitchener, ON N2M 3G4
Phone: (519) 745-9738
Cell: (519) 591-9738
E-mail: mail@darleen.com


PROFILE

A vibrant, skilled and strategic Manager of high performance teams and projects
A consistent track record of achieving outstanding business results In financial, healthcare and technical environments
An exceptional communicator and respected relationship builder
A creative problem solver
Enthusiastic; positive, can do attitude; great sense of humour!


PROFESSIONAL COMPETENCIES

Management
• Strategic Leadership:
• Consulting:
• Change Management:
• Corporate Processes including business cases:
• Contract Management: prepared and negotiated RFP’s
• Business Development:
• Financial Management: managed $2.5 million operating budget; experienced in Accounting, Bookkeeping and Income Tax Preparation
• HR Management: built and coached high performance teams of up to 20 direct and indirect reports
• Project Management:
• Quality Assurance: Six Sigma, LEAN
• Customer Care/Client Satisfaction: built and managed relationships based on finely tuned listening and observation skills
• Branch Operations:
• Community Relations:

Technical
• Mastery of a wide range of operating systems, hardware, software, networking, internet, client/server, etc. technology
• Leverage technology advances

PROFESSIONAL EXPERIENCE

Associate Director, IT 2002 - 2006
MCAP, Service Corp., Kitchener ON
Canada’s largest independent mortgage and equipment financing company

Reporting to the VP, IT infrastructure, responsible for strategic relationship management of 10 branch offices across Canada, including the integration of several external offices, as well as infrastructure operations management
• Managed a team of 18+ staff
• Managed budgets: operating ($2.5 million)
Key Accomplishments:
• Initiated process improvements between IT and Facilities to decrease desk move requests wait times to meet business partners expectations
• Chose printer vendor and coordinated savings of $100,000
• Improved wireless vendor processes to streamline and save $50,000
• Responsible for integration of new line of business and managing relationships
• Received Award of Excellence (2004)

Technical Director, Software Support 2000 – 2002
CheckFree I-Solutions, Waterloo ON
A provider of financial electronic commerce services and products

Reporting to the VP Support Services, responsible for major decisions concerning software and service releases
Key Accomplishments:
• Rebuilt and improved 10 of 12 “White Hot” customers’ relationships
• Retained revenues in excess of $600,000 in maintenance agreements
• Increased new revenues by 10%; decreased spending by 10% with implementation services
• Improved response times by 25%; improved budget forecasts
• Received President’s Club Award (2001)

Technical Support Analyst 1999 – 2000
Mitra Imaging Inc., Waterloo ON
Now part of The Agfa-Gevaert Group, develops, produces and distributes an
Extensive range of analog and digital imaging systems and IT solutions for the printing industry and healthcare sector

Reporting to the Technical Support Manager, responsible for supporting international customers at 3rd level support
Key Accomplishments:
• Increased customer satisfaction by making on-site visits and creating tactical plans to exceed expectations
• Reduced calls to support by creating technical bulletins to ensure communication with other teams and customers

Support Specialist 1998 – 1999
McKessonHBOC – Grand River Hospital, Waterloo ON
A leading healthcare services company

Reporting to the Director, responsible for managing and configuring the required interface between 2 city hospitals, as well as one satellite speciality site, and developing support strategies to track and resolve customer issues
Key Accomplishments:
• Increased customer awareness by partnering with Customer Education Services Department
• Improved on call efficiency by developing “On Call Support” manual and ensuring minimal downtime
• Successfully obtained and implemented an internet firewall software solution
• Promoted from Help Desk Co-ordinator, User Support Analyst, Systems Programmer
• Received On the Spot Award (1999)

Technical Support Manager 1996 – 1998
Golden Triangle On Line, Kitchener ON
Internet Service Provider

Reporting to the President, responsible for 24/7 monitoring and resolution of all network infrastructure issues
Key Accomplishments:
• Developed structure amongst undirected support team of 20 people
• Improved customer retention; aided in 50% increase in new customers due to improved technical service reputation

Registered Medical Laboratory Technologist 1978 - 1996







PROFESSIONAL DEVELOPMENT

Management
• Managing Diversity in the Workplace (Development Dimensions International)
• Plan View Management
• Project Management courses
• Effective Business Writing online course
• Power Up Presentations
• Lean Transactional Training

Technical
• Advanced UNIX
• Microsoft Office (Excel, PowerPoint, Word)
• Advanced Microsoft Project
• ClearQuest
• BEA WebLogics
• VisualAge & Java



EDUCATION

Diploma, Registered Medical Laboratory Technologist 1979
Mohawk College, Hamilton ON (Dean’s Honour Role)

PROFESSIONAL AFFILIATIONS

Member, Project Management Institute 2001– Present
Member, Communitech (Waterloo Region Technology Association) 2001 – Present
Member, Kitchener Waterloo Internet Users Group 1996- Present
Member, DigitalEve 2002 – Present