Lisa McGrath

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o Provides vision, coaching, and mentoring to the team of over 30 associates. o Executes and supports the PDS process on-time and according to quality standards o Executes and supports salary administration practices timely and accurately o Demonstrates the ability to create Associated Development Plans (ADPs) that are realistic; balancing associate and business needs. o Has overall accountability for the team and is responsible for operational excellence. o Demonstrates the ability to maintain adequate staffing coverage for the account o Demonstrates ownership of team issues and deliverables. o Manages and executes the New Analyst Training program.

o Responsible for monitoring Client Services call activity o Managed Severity One incidents o Proactively informed the Corporate Outage Report editor of new Severity One issues o Acted as the IS communications hub for Client Services o Managed the shift turnover activities o Understood and applied the client’s problem management process. o Acted as a technical lead for helpdesk operations and was the escalation point for technical issues. o Established and maintained the Floor Leader schedule. o Participated in the New Analyst Training program and was also a mentor for new analysts. o Involved with the client’s Time on the Helpdesk Program. o Provided some support to the Desktop Services Managers team in the role of Service Delivery Analyst.

• Provided full life cycle quality assurance from the initial work order, through production and final product delivery for the Level 1 program used for government production procurement. • esponsible for the final product acceptance for the Level 1 program. • Interfaced with customer quality representatives to assure hardware and certification requirements were met. • Assured that chemical/mechanical test reports fully met the customer’s purchase order and military or commercial specification requirements • Used close tolerance measuring equipment to assure final hardware acceptance • Assured hardware met the requirements of customer invoked drawings and purchase order requirements • Assisted with cross-functional Standard Operating Procedure development and standardization in an ISO 9000-based environment. • Managed the Material Test Report (MTR) database for all incoming raw material to ensure ASTM standard specification requirements. • Frequent member in Kaizan events and Total Quality Team meetings while maintaining all ISO departmental procedure manuals.