Amy Donar
Manager of IT Service Management at CIOX HEALTH CARING FOUNDATION INC- Claim this Profile
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Bio
Credentials
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Lean Six Sigma Green Belt (ICGB)
American Assoation of Lean Six SigmaDec, 2017- Oct, 2024
Experience
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CIOX HEALTH CARING FOUNDATION INC
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United States
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Hospitals and Health Care
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1 - 100 Employee
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Manager of IT Service Management
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Jun 2022 - Present
• Manage ITSM Processes including Problem, Incident, Change, Major Incident, and Knowledge Management • Produce, Review and Update process and workflow documentation for Problem, Change, Incident, Major Incident, and Knowledge Management • Manage the Customer Service Survey Responses and Metrics • Evaluate employee skills regularly and trained/mentored those with lagging skills. • Oversee day-to-day activities of team of Process Analysts fostering inspiring atmosphere to optimize employee experiences. • Manage MSP responsible for running Major Incident calls • Provide Reports on metrics to CEO monthly Show less
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Las Vegas Sands Corp.
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United States
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Hospitality
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500 - 600 Employee
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Information Technology Service Delivery Manager
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Jan 2020 - Jun 2022
• Developed and Implemented Knowledge Management Process • Gather and implement SLAs for Request Processes • Meeting and improving established service delivery SLA’s • Write processes and workflows for Request Processes • Run ServiceNow Governance and Control Meeting • Work in conjunction with the ServiceNow team to improve processes • Manage small projects related to ITSM process improvement • Produce process and workflow documentation for Problem, Change, and Knowledge Management • Manage a Global Microsoft Project Show less
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Boyd Gaming
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United States
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Gambling Facilities and Casinos
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700 & Above Employee
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IT Process Manager
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Dec 2017 - Jun 2019
• Responsible for ITSM Processes including Problem, Incident, Change, Vendor, and Knowledge Management• Implemented new Major Incident Management Process • Implemented new Knowledge Management Process• Redeveloped Change Management Process • Promote and support the deployment of Service Management processes to all groups interacting with all ITSM Processes• Managed Change Advisory Board meeting• Metrics management, reporting and improvements• Managed team of Process Analysts Show less
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Problem and Incident Manager
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Nov 2015 - Dec 2017
• Managed Problem Review Board meeting• Created ServiceNow Call Module for the intake of tickets by the Support Center• Created ServiceNow Dashboards for all IT Teams• Created ServiceNow Enterprise Dashboard reports for GMs and VPs• Provided Problem and Incident Management Training to IT Team Members• Provided ServiceNow Reporting and General ServiceNow Training to IT and HR Team Members
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Problem Manager
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Jun 2013 - Dec 2015
• Implemented a new ITIL based Problem Management Process for the IT Department• Created all documentation, procedures, and processes • Trained entire staff of over 130 people• Managed the Problem Management Process• Supervised Problem Coordinator • Ensured Root Cause Analysis was completed
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Support Center Supervisor
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May 2006 - Dec 2015
• Assisted staff on calls• Processed payroll• Managed call wait times and first call resolutions• Issued reviews and counseling notices• Ran the weekly All IT management meeting• Monitored time and attendance • Handled personnel issues• Interviewed and Hired new team members• Assisted with new hire training• Numerous Projects including, but not limited to: o Toner Ordering process and procedure Implementation o MFP onload/offload Process o Writing Knowledge Base documentation o Creation and maintenance of SharePoint pages o Creation of property iDocs Engines for newly acquired properties Show less
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Support Analyst II
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Nov 2010 - Mar 2012
• Trained new staff members• Provided daily support of to the Support Analyst I’s with calls, issues and troubleshooting• Reviewed and created documentation• Maintenance of Knowledge Database• Assigned Production Work to SCA I’s• Sent outage notifications, and numerous projects as assigned by upper management including the Support Director and CIO. • Supervised staff when no supervisor was present to ensure proper staff coverage and proper handling of system outages.
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Support Analyst I
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Dec 2006 - Nov 2010
• Answered the Information Technology Helpdesk phone line and troubleshot user problems• Resolving such issues as printing problems, network disconnects, resetting passwords, releasing reports, and assisting with desktop software applications• Troubleshoot issues with all Casino Applications including but not limited to ACSC, CMS, LMS, POS, Stratton Warren, Kronos, DataMagine, Title 31, and SafLok• Monitored time clocks• Monitored subsystem jobs on the AS/400 Servers• Ran server backups• Monitored all properties AS/400 servers for error messages and answered/resolved those error messages where applicable Show less
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Help Desk/Operations
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May 2006 - Dec 2006
• Answered the Computer MIS Helpdesk line• Troubleshot user problems: Resetting passwords, releasing reports, fixing printing problems, and assisting with software applications• Maintained computer operations • Completed Hotel Saves, Purges, and Guest File Restores
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Nevada Donor Network, Inc.
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United States
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Hospitals and Health Care
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100 - 200 Employee
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Systems Technician
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Jun 2005 - May 2006
Responsible for maintaining the computers, troubleshooting computer issues, implementation of new hardware/software, repairs and relocation of employees equipment, preventative maintenance, and design of master database to house all donor related information. Also responsible for Server maintenance including setting-up new users on the network and maintaining network computer policies. Member of Safety and Morale Committees.
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Administrative Assistant
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Nov 2004 - Jun 2005
Assisted the Organ department with maintenance and completion of donor charts, assisted Quality Services with donor chart review, coordinated travel arrangements and sent donation notification letters to the donor family. Also responsible for covering the front desk which included answering a multi-line phone, receiving deliveries, and sorting and distributing mail.
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inVentiv Health
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Pharmaceutical Manufacturing
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1 - 100 Employee
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Project Support Services Specialist
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Aug 2002 - Oct 2004
Created Startup Regulatory Packets for Pharmaceutical Trials and sent to Essential Sites within 24 hours of receiving a new study. Reviewed completed documents for accuracy before submitting to the Institutional Review Boards, Pharmaceutical Companies and FDA in a timely manner. Additional responsibilities include training new employees, and assisting Director with SOP review. Note: At the time of employment the company was called Essential Group Inc. Created Startup Regulatory Packets for Pharmaceutical Trials and sent to Essential Sites within 24 hours of receiving a new study. Reviewed completed documents for accuracy before submitting to the Institutional Review Boards, Pharmaceutical Companies and FDA in a timely manner. Additional responsibilities include training new employees, and assisting Director with SOP review. Note: At the time of employment the company was called Essential Group Inc.
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Education
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2020 - 2022
University of Nevada-Las Vegas
Bachelor of Science - BS, Business Administration and Management, General -
2018 - 2020
College of Southern Nevada
Associate's degree, Business Administration
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