1. Barbara Hall
3S504 Shagbark Lane • Glen Ellyn, Illinois 60137 • (630) 926-5256 • bhall2923@gmail.com
INFORMATION TECHNOLOGY MANAGEMENT
Accomplished IT leader experienced in developing high performance IT client services and support teams.
Extensive experience leveraging technology to drive business value, process improvements and best practice
internal support. Strong leadership skills with a demonstrated track-record transforming client support teams
into a metrics-based operation exceeding industry benchmarks and achieving higher business satisfaction.
SIGNIFICANT ACHIEVEMENTS
 Consolidated 3 site-based IT Client Services functions to a global shared services structure reducing
operating expense through responsibility realignment, removing redundancies and vendor negotiations.
Established integrity of staff through unifying processes, creating scorecards and building accountability
achieving improved internal customer satisfaction rating of 88%.
 Re-engineered Help Desk functions identifying service improvement opportunities and implementing an ITIL
best practice framework approach to IT service management. Reduced time to resolution and identified root
cause through problem management resulting in improved customer satisfaction and availability of systems.
 Led functional, technical, and cost/investment evaluation in outsourcing IT procurement function and
imaging services achieving cost savings over $240,000 per year.
 Instituted self-service strategy and implementation of technologies achieving improved end user efficiency
and reduced support costs through cloud services and technology implementations.
 Designed employee career path and development program providing a framework facilitating employee
development and increased employee satisfaction, retention and internal promotional opportunities.
Areas of expertise:
IT Management/Strategy – Service Delivery and Management (ITSM / ITIL) – End User Service and Support –
Global Service Desk – Staff Development and Mentoring -- Process Improvement – Budget Management –
Change Agent – Vendor Management – Cross-Functional Leadership -- Project Management
THE CHAMBERLAIN GROUP, Elmhurst, Illinois 1998 – 2015
Global provider of residential and commercial access control products and solutions. Chamberlain is a wholly-
owned subsidiary of The Duchossois Group, Inc.; billion dollar privately-held corporation.
Director, IT Client Services (2008 – 2015)
Promoted to Director. Led global team of 13 to 17 supporting 2,000+ internal users providing the strategic
direction, financial, technical, and operations of IT end user services across North America, Europe, and Asia
Pacific.
 Led global technical staff of employees and contractors in the areas of desk-side support, deployment
services, IT procurement, user provisioning, application support and client architecting leveraging
Gartner IT-Score and ITIL frameworks elevating IT maturity and service delivery.
 Established a global enterprise Service Desk consolidating three site-based functions to a shared
services structure reducing operating expense through responsibility realignment, removing
redundancies and leveraging vendor negotiations.
 Spearheaded IT Service Management tool specification and selection automating technical support,
enabling a metrics-based orientation and improving internal customer satisfaction.
 Interfaced with key stakeholders and Executive Leadership team driving business value through the use
of client technology and working directly to ensure delivery of committed service levels to the business.
 Designed employee career path and development program providing a clear framework facilitating the
development of employees. Led cross-functional team establishing an IT recognition program reducing
IT turnover and employee satisfaction.
 Assessed outsourcing appropriateness for internal IT end user services – Business case, RFP, vendor
comparison, cost analysis, service gap analysis and process assessment resulting in identifying the
costs and value of outsource in comparison to internal resources.
 Led functional, technical, and cost/investment evaluation in outsourcing IT procurement function and
imaging services. Achieved recurring annual cost savings of $240K per year.
 Implemented end user support structure for SAP. Key contributor in ensuring a successful “Go Live”.
 Led evolution of end user services through development of self-service strategy and supported the
implementation of technologies improving end user efficiency: Cloud Services, IT portal, password reset
solution, knowledge base, procurement portal, Office365, Lync, OneDrive for Business, Windows 7/8.1,
MAC environment, mobile technologies, Cisco and Siemens phone systems, Lotus Notes, SCCM, etc.

2. Barbara Hall Page 2
 Instituted client-facing technologies for the Sales staff enabling real-time access to critical applications
and increasing sales force effectiveness in the field through the use of mobile technologies.
 Identified new job role improving support of AV and videoconference services, resulting in 99%
availability and reduction in travel costs. Expanded services through the support of Smart Room
System integration with Microsoft Lync.
 Partnered with Technical Services & Customer Solutions leveraging RightNow’s Service Experience
Platform providing more than 100 Contact Center Agents with web-based product information and
troubleshooting methodology improving customer support for isolation of product performance issues.
PC/Network Manager, Information Technology (1998 -2008)
Direct report to Vice President of Information Technology building and supporting end user services in the areas
of application support, desk-side support, deployment services, IT procurement, server administration,
application support and Service Desk.
 Led transformation of internal support teams from underperforming IT support area and a business risk
to meeting acceptable operating standards. Increased perceived value of support from the business by
22%.
 Implemented ITIL approach to IT Service Management utilizing best practices and guidelines -- Incident
Management, Problem Management, Knowledge Management, Request Fulfillment, Access
Management, Service Level Management, Knowledge Management and Service Catalog achieving
increased business satisfaction and auditor compliance.
 Negotiated and managed cellular services agreement realizing savings of $150,000+ per year and
resulting in free services for the organization.
 Responsible for the Microsoft relationship managing and negotiating the Enterprise Agreement resulting
in year-to-year cost avoidance of licensing and new agreement savings of 15%+.
 Participated in the relocation of Distribution Centers ensuring continuity of IT end user services and
implementing technologies to improve performance of shipping and receiving products.
 Architect, deploy and support next generation client solutions – mobility, applications and PC computing
environment.
 Led and implemented Lotus Notes globally and continued support of business applications.
 Supported planning and integration of company acquisitions into adjacent consumer goods product
lines. Consolidated IT end user services, processes, policies and technical support. Implemented
standard, enterprise-wide end user hardware and software.
ACE HARDWARE CORPORATION, Oak Brook, Illinois 1995 – 1998
Ace Hardware is a nation’s leading retailer owned cooperatives with annual retail sales of $13 billion.
Manager, Support Center
Responsible for Service Desk function, field operations, IT procurement and identification and implementation of
end user technology and support.
 Coached, mentored and developed a team of IT support professionals driving higher performance.
 Reengineered the IT support area improving end user services and support. Increased customer
satisfaction by 20%.
 Led the evaluation and assessment of client PC technology and applications. Achieved hardware cost
savings of $400,000 per year and implemented updated collaboration tools for the internal business.
 Responsible for IT procurement function of internal software and hardware purchases.
 Responsible for the training and development of IT technologies for internal staff, sales staff and remote
sites. Delivered training programs enabling the effective use of technology.
 Instituted a cross-functional LAN-standards committee establishing and documenting standards for
information security, problem management, change control and disaster recovery.
EDUCATION & PROFESSIONAL DEVELOPMENT
Microsoft Summit, technology training and webinars, 1988 - 2014
Center for Creative Leadership, Colorado Springs, CO, Commitment to Leadership Development, 2010
Keller Graduate School of Management, Master of Business Administration, 2009
Pink Elephant, ITIL v3 Foundation Certificate, 2008
Pink Elephant, Establishing a Service Desk According to ITIL Best Practices –Certificate, 2006
Pink Elephant, CMDB Implementation Program, 2005
Pink Elephant, Service Desk Function, Incident Management and Problem Management Program, 2004

3. Barbara Hall Page 3
Pink Elephant, ITIL v2 Foundation Certificate, 2002
DePaul University, Bachelor of Arts, 1997
PROFESSIONAL AFFILIATIONS
ITSMF
Help Desk Institute (National and Local Chapters)
National Association of Professional Women
AWARDS
SAP Recognition – Successful Implementation and Support
Information Week 500 – Named among the Top 500 most innovative IT organizations
Speaker, Axios User Group, “Service Delivery – Design and Implement End User Computing Services”
Ace Hardware Moment of Truth Award -- Recognition of identifying and recovery stolen assets
Employee of the Month Award – Recognition of outstanding IT performance