Annette Brito
Ashburn
Summary
Creative and consummate professional with extensive project experience. More than20 years of experience planning, developing, deploying, and monitoring IT Management best practices for O&M, Service Desk and NOC, Client Experience and Business Process engineering. Consistently guide clients in both the federal and commercial space in developing and implementing their business solutions with an emphasis on Service Delivery and Operations and Maintenance. Organizations seeking to leverage best ITSM and ITIL practices look to me to strategize, redefine, plan, and implement holistic IT solutions and business processes. A dedicated thought leader, passionate about aligning the best solutions, people, and processes with clients to meet a myriad of client needs.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Sr Director, IT Service Delivery
Earthjustice
01.2024 - Current
- Leading technical teams through agile methodologies
- Implement monitoring tools and performance metrics
- Staying abreast of emerging technologies and industry trends
- Convey complex technical information clearly and in an understandable way is essential when interacting with non-technical stakeholders
- Seek new ways to improve processes, enhance products, and drive technological advancements within their organization
- Analyze complex technical issues systematically and devise effective solutions
- Anticipate future trends, identifying opportunities, and making informed decisions that align with long-term business goals
- Manage IT support across14 regional offices for environmental legal firm
- Management, nurturing and growth of key IT personnel including technical support and Management of agency service desks including Network Operations
- Developed and re-engineered
- Apply creativity and originality in a diverse work setting and effectively implement new IT policies and standardization
- Suggested and applied new ways of addressing ongoing work issues and challenges in a previously unmanaged work environment
- Effectively manage geographically remote support staff including providing adequate knowledge and support for various off site legal conferences
- Develop a strategy to improve customer support including implementing business processes and policies
- Successfully engage and outsource tier1 level support to leading support agency and transition service desk to a multi service desk operation
- Instrumental in defining services and service levels for a nascent support organization
- Define problems, investigate obstacles, gathers relevant information, generate and analyze alternate solutions, in order to arrive at a workable solution
- Acts in anticipation of future problems, needs, or changes without prompting
- Recognize opportunities to advance the organization’s mission and initiate actions to capitalize on them including adding temporary support to regional support structure and implementing best practices with account provisioning and request fulfillment
Director, IT Service Delivery
Earthjustice
01.2018 - Current
- Manage IT support across14 regional offices for environmental legal firm
- Management, nurturing and growth of key IT personnel including technical support and
- Apply creativity and originality in a diverse work setting and effectively implement new IT policies and standardization
- Suggested and applied new ways of addressing ongoing work issues and challenges in a previously unmanaged work environment
- Effectively manage geographically remote support staff including providing adequate knowledge and support for various off site legal conferences
- Develop a strategy to improve customer support including implementing business processes and policies
- Successfully engage and outsource tier1 level support to leading support agency and transition service desk to a multi service desk operation
- Acts in anticipation of future problems, needs, or changes without prompting
- Recognize opportunities to advance the organization’s mission and initiate actions to capitalize on them including adding temporary support to regional support structure and implementing best practices with account provisioning and request fulfillment
Manager
Deloitte
10.2007 - 11.2018
- Increasing level of roles and responsibility over time
- Oversaw consolidation efforts for a service desk consolidation effort including realignment of resources, to include designing the target state, allocating staff resources to provide consistent service across the service desks, facilitating stakeholder communications and training
- Developed the business processes and procedures to support the implemented Incident and Service Request Management modules
- Developed the test plan and test scripts to confirm functionality of the tool against the collected stakeholder requirements
- Coordinated and managed User Acceptance Testing
- Developed and facilitated all end user and stakeholder tool and process training both in person, web based (using Camtasia) and remote training
- Developed training materials, job aids, newsletters, and web site posts to support the agencies communications plan
- Managed and updated the division’s Service Level Agreement and aligned offered services of the newly implemented service catalog to service levels within the Service Level Agreement
- Management of agency service desks including Network Operations
- Developed and re-engineered Service Level Agreements
- Liaison between Government, Business and Contractor Groups
- Using best practices, industry benchmarks and agency data, proposed changes to Service Level Agreements and SOP/Process documentation for Incident, Change, Problem and Event Management
- Lead and facilitate client/stakeholder meetings and requirements gathering sessions towards the implementation of ITIL process improvements and ITSM best practices
- Functional Lead for Requirements and Design of Identity Management on-going implementation efforts
- Facilitated stakeholder requirements gathering sessions
- Quality assurance for prepared Design and Requirement’s documentation
- Facilitated in person, web based and remote training
- Supported account strategy, development and long-term planning including financial planning
- Subject matter expertise on best practices in relation to IT Service Management (Incident, Problem, Change and Event Monitoring)
- Recruited, developed, and retained support staff
- Supported the deployment and implementation of a Service Desk tool including Incident Management, Service Request Management and Service Catalog Facilitated and led requirements gathering sessions with stakeholders for Incident, Service Request, Service Catalog Management, Change and Asset Managements
- Developed the test plan and test scripts to confirm functionality of the tool against the collected stakeholder requirements
- Coordinated and managed User Acceptance Testing
- Account Strategy and Financial management for key account; Served as point of contact for account operations and marketing-related requests
- Build and support the execution of client service strategies, optimize internal support, and increase account level efficiencies
- Pursuit and Proposal Management
Sr. Manager
The Lewin Group
06.2006 - 10.2007
- Successfully led key projects that resulted in successful completion of yearly audit cycles
- Provided technical assistance in strategic planning for management of Office of Head Start’s grantee monitoring process, the Program Review Instrument for Systems Monitoring (PRISM)
- Developed and delivered specialized training on the monitoring process to both non-federal reviewers and federal staff, including federal team leaders and managers
- Worked closely with the Office of Head Start, Help Desk and other contractors to define training content and software guidance needs, to implement and conduct web cast training modules and to help develop help desk and change management processes
- Managed software change, system testing, training and technical assistance and user communication processes
- Served as a communication liaison between various subgroups including the help desk and business analysts’ groups, the development team and the client
- Compiled and analyzed fiscal year monitoring review data results and follow-up review statuses
- Conducted qualitative and quantitative analysis on data obtained from the PRISM Monitoring System Software and created reports for leadership
IT Manager
ICOA Web Technologies
01.2005 - 12.2005
- Managed, developed, and retained Service Desk and10 resources supporting over100 sites across the US providing Wi-Fi services in both retail and public settings
- Provided back up technical support for tiers1-3 in Support and NOC setting
- Triaged router and network issues on proprietary solutions
- Provided technical assistance and project oversight of ICOA's Service Desk and Developer staff
- Developed and implemented service desk escalation processes Served as subject matter expert for IT Service Management
- Liaised with the Senior Management, sub-contractors, and vendors
- Developed and delivered specialized training to the service desk personnel
- Involved in all recruiting and staff development activities
IT Manager
Suburban Hospital
01.2002 - 06.2003
- Managed and professionally developed Hospital Service Desk resources supporting medical staff and physician offices
- Provided technical assistance and project oversight of Suburban Hospital's Service Desk and Developer staff including training and recruiting
- Developed and initiated secure sign on process for Physician staff including training and support
- Provided back up support as needed
- Collected and analyzed monthly reporting metrics
Desktop Support Manager
Newbridge Networks
01.1997 - 01.2002
- Provided oversight of staff
- Provided technical assistance and project oversight
- Supported the overall transition of multiple service desks to a single, global call center and service operations
- Provided back up support and on-call support as needed
Education
MAT -
Brown University
Bachelor of Arts - undefined
Providence College
Skills
- Management
- Over20 years increasing responsibility in managing projects and people to derive successful outcomes in IT O&M, Service Desk/NOC/IT Organizations for both federal agency and private companies
- Business Process engineer expertise including creating and managing agency wide plan for business process documentation in an IT setting
- Expertise at remediating under-performing processes, resources, tools and departments and/or formulating new processes
- Demonstrated success in creating and implementing O&M strategies to drive efficiencies and overall improvements in low performing Service Desks/Help Desks
- Training and Communications lead for IT implementations including the design and delivery of complex webinars and in-person IT Training; communication with C-Level and executive leadership
- Development and deployment of customer facing communications Well versed on the nuances and complexities of diverse audience communications
- Excellent interpersonal skills and significant experience in all forms of communication A master wordsmith who is continuously sought to translate complicated technical jargon into layman’s terms, accurately describe process and policy, provide input to capture and proposal efforts and contribute to thought pieces
- Diversity and Inclusion
- Well versed on strategies to proactively recruit, develop, and promote a diverse and inclusive workforce Educational background includes emphasis on Diversity and Inclusion Involvement in professional and volunteer efforts to champion inclusion and diversity efforts towards building collaboration across cultures, and dimensions of diversity
- Leadership
- Excellent ability to lead teams and resources towards common goals Motivator and mentorship of resources Critical, creative, and curious thinker and leader Ability to focus on the bigger picture while being grounded by details Able to delegate and evaluate resources and resource output at all levels Empathetic leader with a good balance of diplomacy, emotional intelligence, and high integrity
- Excel in Service Delivery
- Request Fulfillment, Incident, Problem, Change, Event, Release Management SME
- ITIL Foundation Certified
- ITIL certs include RCV, Continuous Service Improvement, Service Strategy, Service Design, Planning, Protection and Optimization, Service Transition and Service Operation certifications
- ITSM Subject Matter Expert
- PMI membership
- Process Engineering
- Reporting and Analysis
- Client focused account management
- Results-oriented
- Training design and delivery
- Collaborative leadership
- Culture transformation
- Team management
- Policy development
- Key performance indicators
- Data analytics
- Policy implementation
- Stakeholder relations
- Practice operations management
- Team building
- Innovation management
- Strategic planning
- Verbal and written communication
- Decision-making
- Process improvement
- Project management
- Contract and vendor management
- Strategies and goals
- People management
- Staff development
- Operations management
- Charismatic leader
- Crisis management
- Creativity and innovation
- Business planning
- Employee development
- Negotiation
- Business administration
- Contract management
- Issues resolution
- Information technology management
- Staff management
- Project coordination
- Goal setting
- Hiring and retention
- Contract negotiation
- Business development
- Talent acquisition
- Task delegation
- Corporate communications
- Non-profit management
- Story pitching
- Company guidelines
- Content development
- Time management
- Problem-solving
- Multitasking and organization
- Team collaboration
- Relationship building
- Leadership development
- Stakeholder engagement
- Coaching and mentoring
- Client relations
- Analytical thinking
- Conflict resolution
- Risk management
- Performance management
- Vendor relationship management
- Market analysis
- Change management
- Resource allocation
- Cross-functional team leadership
- Business strategy
Accomplishments
- Supervised team of [Number] staff members.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] through effectively helping with [Task].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Affiliations
- ITSMf
- PMI
- ITIL Foundation
- HDI (Help Desk Institute)
- ILTA
Certification
- [Area of certification]
- [Name of Certification] [Issuing Organization] [Year Month]
Languages
German
Limited Working
Timeline
Sr Director, IT Service Delivery
Earthjustice
01.2024 - Current
Director, IT Service Delivery
Earthjustice
01.2018 - Current
Manager
Deloitte
10.2007 - 11.2018
Sr. Manager
The Lewin Group
06.2006 - 10.2007
IT Manager
ICOA Web Technologies
01.2005 - 12.2005
IT Manager
Suburban Hospital
01.2002 - 06.2003
Desktop Support Manager
Newbridge Networks
01.1997 - 01.2002
Bachelor of Arts - undefined
Providence College
MAT -
Brown University
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