DAWN C.

KHAN

http://linkedin.com/in/dawnckhan

http://twitter.com/dawnckhan

OBJECTIVE: IT Business Analyst, Social Media, or Outsourcing Programs Manager seeking opportunity in
progressive challenging company that has big goals & expects great talent to help them get there! Telecommuting or Akron/CLE OH (travel anywhere, relocation willing for the right opportunity).

PROFESSIONAL EXPERIENCE:
CONTINGENT EMPLOYEMENT: OH- Akron. Recruiter October 2001-Present: 15 year mature candidate job search network pipeline , full life cycle recruiting & talent sourcing. FORTUNE 500 GLOBAL PUBLIC HIGH TECH COMPANY: CO- DENVER METRO. Help Desk- Management -IT Business Analyst. March 1998 - June 2009. 13 year Telecommuter in CO & OH. IT Technical Support, Manager, promoted to Global Program Management. FORTUNE 500 GLOBAL PUBLIC COMPANY: CA-BAY AREA. Executive Administrator.March 1997-March 1998. Corporate Market Intelligence & Research Group supporting C Level Executive, and Enterprise Sales, Marketing Product Development with News, Research, and Trending. GLOBAL PUBLIC HIGH TECH CORPORATION: CA- BAY AREA. April 1996 - March 1997 Administrator/Technical Support for Sales & Marketing Organization & Client/OEM relations. TEMPORARY & PERMANENT STAFFING: CA- BAY AREA. Recruiter for Full cycle employment process. Client to candidate phone sourcing, employment assessments, screening, reference checking, interviewing & recruiting & sales for retail Silicon Valley Candidates & Clients. LEGAL & ACCOUNTING PERSONNEL: CA- BAY AREA. Administrator providing Recruiter Applicant Tracking System (ATS) database entry, interview preparation & scheduling for a small Legal & Accounting . CANDIDATE PAID PERSONNEL: NV- GREATER RENO AREA Personnel Recruiter. Mid high level placement.

PROFESSIONAL HIGHLIGHTS/RESULTS:
ENTERPRISE BUSINESS ADMINISTRATION: Produced centralized Work Process Index team & maintenance process that saved $30,000 annually creating an A-Z Index of work instructions, business referrals, tools, & processes for Executive Administration Efficiency in Large High Tech Global Corporation.

ENTERPRISE IT: BUY VERSUS BUILD DECISION ANALYSIS: Participated on business analysis & value of an internally developed & widely used database solution in a SOFTWARE BUY VERSUS BUILD decision to use several commercial asset/ticket management system, or the internally developed Help Desk Software Solution. ENTERPRISE CALL CENTER/HELP DESK: CIO IT Performance Metrics Program leader which Standarized performance definition, data collection, & service management. Program focused small core group, measuring First Call Resolution & time to answer metrics improved customer satisfaction, & reduced hold time from 20 minutes to 3 minutes. Expanded Standardized Service Model, using business process reengineering (BPR) in one

operations category advancing to larger national categories & then globally & to all IT tiers in a Fortune 500 IT Enterprise supporting a 33,000 person helpdesk from 3 call centers worldwide. IT: SERVICE MANAGEMENT OUTSOURCE PROGRAM: Collaborated in successful implementation of extremely complex IT Service Delivery Outsourcing Programs of 2 Global Fortune 500 Companies Help Desk, Call Center, & IT Support operations that required seamless electronic bonding with business data transfer of all service Delivery states between 3 different Sybase and Oracle databases. Program Elements included business process modeling, engineering interface, application testing, training, documentation, & global implementation at both companies. RECRUITMENT: Participated in a Fortune 500 Company relocation to Colorado Denver metro area with business social networking, branding, college outreach, job fair support, & recruitment of IT & Help Desk Staff. Our team successfully grew a small 30 person help desk to 120 people in 9 months with full recruiting, training & onboarding processes for 25% growth, while managing support operations for Canada, America & South America. SOCIAL MEDIA MARKETING: Social Media Community builder. Conducted workshops, created & instruct businesses on Facebook, Twitter, RSS, MerchantCircle, Youtube, & Blogger branding. Advisor on leveraged social media to create business presence. Host & participate in several talk radio programs & interviews. Actively created & moderating several 35,000 global member business social networks. BUSINESS OUTSOURCING: Involved in Fortune 500 business outsourcing vendor Requests for Information (RFI) specifications, Requests for Proposal (RFP), analysis, selection, process integration. Business feasibility analysis, business process assessments, gap analysis, business & technical requirements definition, cost-benefit analysis, industry best practice research, software evaluation & selection, & executive level presentations. CALL CENTER HELP DESK PROCESSES: Defined, Measured, Analyzed, & Improved Help Desk services using Web based service delivery, decreasing talk time by 60%, introduced transactional service survey management processes to manage quality baseline, & improve stabilized process through root cause corrective action review. CALL CENTER/HELP DESK SOCIAL NETWORKING BEST PRACTICE COMMUNITY: Organized best practices discussions, workshops, & speakers bureau of Help Desk Professionals in Denver Metro Area. Served on a HDI Global IT Job Standards committee chartered to update Call Center Job Specifications to include ITIL skills. Guest Presenter for HDI Japan Help Desk Visiting Delegation on global Help Desk Management Standards. ITIL PROGRAMS: Involved in ITIL Change Management, Configuration Management & Problem Management Reduction Processes. ITIL Service Delivery Configuration Management (a 60 day Service Catalog business alignment program) resulting in optimized server capacity, reducing vendor support costs with $4M savings. TELECOMMUTING ENTERPRISE PROGRAM: Participated in 2 year cross functional REW/HR/IT Telecommuting Program producing an enterprise level, 19K person telecommuting workforce of professionals at all levels, saving $64M/annual real estate costs; $20M savings in IT administration. Employees commuting recognized increased work satisfaction with $2,335/ savings per year telecommuting, totaling of $44M/year cumulative.

EXCELLENT REFERENCES & RESUME AVAILABLE ON REQUEST.