Shelli Dunayer
Manager, IT Services at Pinellas County Sheriff's Office- Claim this Profile
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Bio
Credentials
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BMC Footprints V12 Administration
RightStar SystemsJun, 2016- Oct, 2024 -
ITIL Intermediate Certificate in IT Continuous Service Improvement
PEOPLECERTMar, 2016- Oct, 2024 -
Pinellas County Sheriff's Supervisory Development Program
Pinellas County Sheriff's OfficeAug, 2015- Oct, 2024 -
ITIL Intermediate Certificate in IT Operational Support and Analysis
PEOPLECERTApr, 2015- Oct, 2024 -
ITIL Foundation 2011
Loyalist Exam ServicesFeb, 2015- Oct, 2024 -
BayCare Leadership Certification
BayCare Health SystemAug, 2011- Oct, 2024 -
ITIL Foundation V3 Bridge
Loyalist Exam ServicesNov, 2009- Oct, 2024 -
Frontrange ITSM Systems Administration
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ITIL Foundation V2
ITIL
Experience
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Pinellas County Sheriff's Office
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United States
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Law Enforcement
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700 & Above Employee
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Manager, IT Services
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Sep 2014 - Present
Established Customer Support Center for service incidents and service requests. Developed policies and procedures and implemented ITIL Best Practices for Incident and Change Management. Developed major incident communication process and procedures. Established Customer Support Center for service incidents and service requests. Developed policies and procedures and implemented ITIL Best Practices for Incident and Change Management. Developed major incident communication process and procedures.
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BayCare Health System
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United States
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Hospitals and Health Care
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700 & Above Employee
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Manager, IT Service Center
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Jul 2008 - Sep 2014
BayCare Health System is a Florida Health System comprised of 11 hospitals, 25,000+ team members, and 3000 primary care and hospital physicians. Managed 24*7 IT Service Center, IT Change Management, IT Problem Management. Resolved issues for hardware, software, clinical applications (Cerner, Imaging, PACS), financial applications (Lawson), Internet, and mobile computing devices. Implemented Physicians Helpline for physicians only. Established targets for performance and metrics of the IT Service Desk, including first call resolution, abandoned rate, and call quality. Implemented BMC Footprints for Incident, Problem, Change and Knowledgebase Management. Show less
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Shriners Children's
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Hospitals and Health Care
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700 & Above Employee
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Corporate Director IT Support and Training
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Jan 2006 - Jul 2007
Shriners’ Hospitals for Children is an international health care system of 22 hospitals dedicated to improving the lives of children by providing specialty pediatric care regardless of financial need. Directed Incident, Problem and Change Management. Directed Customer Support Center, Cerner Clinical Applications Training Support, and internal Helpdesk for 22 hospitals and 5000 employees throughout the USA and Canada. Implemented Frontrange ITSM product for Incident, Change and Problem Management. Show less
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Spheris Corporation
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St. Petersburg. Florida
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Director of Client Support
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Apr 2002 - Oct 2006
Spheris Corporation was a leader in Medical Records Transcription Software and Transcription Resource Outsourcing. Directed 24*7 Customer Service Contact Center, and IT Support Helpdesk for 450 medical clients and 3000 Spheris employees. Direct reports included 4 managers. • Developed strategic, tactical, and implementation plans for improvements within the support department. • Consolidated 3 different customer support groups due to corporate mergers. • Developed and implemented training plan, certification, and mentoring for support staff to improve retention and customer satisfaction. • Developed requirements and business proposal to implement Remedy automated call-tracking system and Symposium Software for Customer Support teams. Show less
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Nielsen Media Research
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Dunedin, Florida
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Director of Customer Support, Local Products
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Apr 1998 - Feb 2002
Nielsen Media Research, the ‘TV Ratings Company’ provides quantitative and qualitative information to customers about the media industry. Directed Client Support Center and customer training for 2500 external customers. Direct reports included 4 managers and two supervisors; total indirect reports numbered 45 including 31 on site Customer Support Representatives and 19 remote Training/Support staff. Nielsen Media Research, the ‘TV Ratings Company’ provides quantitative and qualitative information to customers about the media industry. Directed Client Support Center and customer training for 2500 external customers. Direct reports included 4 managers and two supervisors; total indirect reports numbered 45 including 31 on site Customer Support Representatives and 19 remote Training/Support staff.
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TD SYNNEX North America
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Manager Application Development
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1996 - 1998
Direct reports included 3 technical leads; indirect reports included 30 programmer/analysts. Developed and supported client server applications for Accounts Payable, Product Returns, Customer Service, and Product Marketing. Managed yearlong project to implement new Platinum Accounts Payable system. Direct reports included 3 technical leads; indirect reports included 30 programmer/analysts. Developed and supported client server applications for Accounts Payable, Product Returns, Customer Service, and Product Marketing. Managed yearlong project to implement new Platinum Accounts Payable system.
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Education
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Florida Institute of Technology
MBA, Business/Commerce, General -
Rider University
BS, Decision Sciences and Computers
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