LILLIAN A.

LAYTON
6 Amman Road, Edison, NJ 08817 * Mobile: 917-841-7901 * E-Mail: llec8364@westpos
t.net

PROFESSIONAL PROFILE
* Results-driven project-management professional with 11 year IT experience and
proven track record in increasing productivity, quality, and customer satisfacti
on.
* Creative thinker and analytical problem-solver with demonstrated ability to ma
nage projects from planning through execution/completion under the pressure of f
ast-paced, time-sensitive environments.
* Exceptional interpersonal communicator who effectively interacts with clients
and all levels of management.
* Decisive, energetic, focused team leader/player who leads high-performing team
s through implementing change and improvements.

PROFESSIONAL EXPERIENCE
IT Support/Project Manager, McKinsey & Company, NY, NY, January 2007 to March 20
10
* Lead the IT Application Support Service Line and positioned it to rapidly assi
milate and support new products and services with minimal cost
* Responsible for transitioning new products/applications from development to su
pport. Coordinated trainings and ensured the helpdesk had the tools to successfu
lly support new products/applications.
* Managed the relationship between onshore and offshore groups. Transitioned kno
wledge and support to our offshore teams. Traveled to India to conduct various t
rainings.
* Created and executed continuous service improvements that helped drive support
excellence
* Lead the efforts of improving the end-to-end application support experience fo
r the user. This project reduced support cost saving the firm $250K a year, impr
oved timeliness and addressed application issues.
* Provided regular ticket reports and reviews and proactively worked with the Cu
stomer Care group to identify and address service issues, optimize support proce
sses and develop alternate support approaches as required.
* Reviewed and ensured the IT Application Support Service Line met or exceeded t
he Key Performance Indicator (KPI) target measures.
* Responsible for operational, monitoring, administrative and problem solving pr
ocedures were adequate and accurate
* Created and implemented the product transition template, procedures and calend
ar which was widely used and drastically improved the overall process
* Ensured service transition and change management processes were adopted and ut
ilized consistently
* Successfully improved the Communication Workstream within Change Management by
creating transparency into the framework and visibility into the process for al
l stakeholders.
* Coordinated all communications for a major year-long datacenter migration init
iative
IT Development/Business Analyst McKinsey & Company, New York, NY, January 2005 t
o December 2006
* Collaborated with clients and project managers in concept development and busi
ness case preparation.
* Developed, updated and maintained functional specification documents.
* Maintained close working relationship with our offshore teams, keeping them in
volved in the process
* Examined source systems and data to ensure viability of requirements specifica
tions, and coordinated with Application Architects to ensure correct technical a
nd functional flow/design.
* Provided functional guidance to developers to resolve issues.
* Created test cases for quality assurance.
* Managed risk analysis and mitigation plans, status reports, and client present
ations; prepared business process models, defined milestone deliverables, and es
tablished critical success factors.
* Provided implementation support and training to clients.
* Provided Help Desk training documentation and supported them to resolve proble
ms reported by clients.
IT Support/Help Desk Specialist/Coordinator McKinsey & Company, New York, NY, Ju
ne 1999 to December 2004
* Worked with the Help Desk Manager to lead, develop and motivate Help Desk prof
essionals to deliver excellent support with outstanding customer service, satisf
action, and timeliness within the firm's budget.
* Enforced service levels agreements in consultation with users to establish pro
blem resolution expectations and timeframes.
* Improved help desk operations by revamping the process and procedures
* Determined the cause of critical application issues and proposed solutions to
curtail occurrence of the same.
* Developed and updated plans for new product/service releases and prepared the
support team of the same
* Performed Help Desk Manager's responsibilities in her absence.
* Evaluated staffing levels, assessment of communication and team morale, review
ed work environment, communication processes and implemented improvements where
necessary
* Coordinated technical and functional training for helpdesk specialists
* Ensured the helpdesk schedule provided 24 hour coverage and coordinated with t
he other regions where necessary
* Performed global application help desk support coverage to consultants
* Collaborated with offshore teams on troubleshooting support issues
* Provided users with comprehensive trainings on uses of various applications
* Coordinated major issues with Leadership and the Development Teams
* Supported application upgrades and integrations as part of the Y2K compliance
initiative
* Trained new employees on process and applications

TECHNICAL SKILLS
* Operating Systems : Windows XP/NT/ 2000, Windows 7
* Applications : Lotus Notes, Microsoft Word, Excel, Power Point, Access, MS Pro
ject, Visio, Crystal Reports
* Frameworks : RUP, Agile/SCRUM, ITIL
EDUCATION and PROFESSIONAL TRAINING
* Bachelor of Arts in Sociology/Psychology, CUNY Hunter College, NY, NY, 2010
* Information Technology Infrastructure Library (ITIL), 2009