Alison F.
Director of Service Operations & Support at Torchlight, a LifeSpeak company- Claim this Profile
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Bio
Credentials
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ITIL v.3 Foundations
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Experience
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Torchlight Parenting & Caregiving, a product of LifeSpeak Inc.
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United States
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Human Resources Services
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1 - 100 Employee
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Director of Service Operations & Support
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May 2016 - Present
• Lead operations for Torchlight’s user-facing services including platform access, live webinars, expert advising, and technical support. • Collaborate with the Product & Engineering team to assist with business requirements, testing, process documentation, user communication, and UI/UX.• Act as a liaison between the user community and internal Torchlight teams, including Product & Engineering, Client Success, Information Security, and Marketing/Sales, to help ensure an excellent user experience.• Serve as a subject matter expert in helping Torchlight staff navigate required resources such as test accounts, Tableau reports, productivity tools, and platform administration.• Utilize tools such as Trello, Intercom, Jira, Zoom Webinar and Office, including SharePoint and Teams. Show less
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Director of Operations & Client Success
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Feb 2015 - May 2016
• Focused on successful delivery of the Torchlight platform and services to Torchlight's channel partners, corporate clients, and their employees.• Established operational processes around the delivery of live and on-demand webinars, Torchlight's expert advising service, and user/client support. • Led client success activities such as implementation and onboarding, communication strategies, utilization reporting, and contract renewal presentations.• Coordinated general operational tasks in this startup environment such as employee and consultant onboarding, IT support, and purchasing. Show less
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Boston University
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United States
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Higher Education
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700 & Above Employee
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Manager, Communication & Documentation
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May 2009 - Jan 2015
• Led IS&T’s Communication & Documentation team in developing and maintaining both community-facing and internal documentation to support BU’s central TechWeb site at www.bu.edu/tech and the ServiceNow knowledge base.• Worked on project teams to facilitate the rollout of new or changing services, ensuring communication strategies that promoted enthusiasm for the change and a great user experience. • Interfaced with IS&T subject matter experts in developing community messages, web content, and internal knowledge, enabling all members of the BU community to successfully utilize IS&T resources.• Produced the IS&T staff newsletter, available bimonthly for the 400+ employees of IS&T, as well as a semiannual client newsletter for the entire BU community.• Collaborated with other BU departments and external vendors as needed to produce materials in web, print, and photo or video format that supported the communication and documentation needs of IS&T.• Utilized a wide variety of tools including ServiceNow, WordPress, Google Apps, Office/SharePoint/Teams, and Trello.• Completed ITIL v.3 Foundations certification. Show less
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Senior Analyst/Consultant, Personal Computing Support Center
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Jan 1996 - Apr 2009
• Helped establish and grow BU’s first user support operation, the Personal Computing Support Center, which coordinated help desk services, an annual ResNet operation, computing tutorials, and one-on-one consulting for Boston University students, faculty, and staff.• Worked with IS&T project teams to provide testing, documentation, and training in support of large-scale changes and implementations.• Acted as a liaison between BU constituent groups and IS&T to advocate for business or educational needs that would be impacted by upcoming technical projects and changes. • Functioned as documentation manager for the PCSC website and contributed to several other IS&T sites, ultimately working on the project team that consolidated multiple sites into the first "TechWeb" site.• Coordinated IS&T’s desktop tutorials program, including scheduling and marketing, content development, attendee registration, policies and procedures, vendor relationships, and teaching. • Held a key position with the team that adopted ITIL best practices in 2009 and transitioned the PCSC into a Service Desk operation, now known as IS&T Client Services & Support. Show less
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Education
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Boston University
Master of Science (M.S.), Mass Communication/Media Studies -
Wellesley College
Bachelor of Arts (B.A.) -
The University of Edinburgh
JYA
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