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Q&A With Ellen Rutledge

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Ellen Rutledge
Director, IT Client Services, NewRez LLC
Location: Glenside, PA United States
Joined: Aug 10th, 2021

About (request update)

Education (request update)

Hampton University class of 1994

Undergrad Major: Mass Media Arts

Experience

I currently work with NewRez LLC as Director, IT Client Services
I have years of experience working in the Financial Services industry.

Director, IT Client Services | NEWREZ
From January 2015 to Current • 11 year(s)
Lead 34-person team of Level I & II analysts to deliver omni-channel application and desktop support to internal users and remote clients. Grow loan origination volume by strategically improving IT Support capabilities and capacity.

IT Operations & Support Service Desk Manager | QVC, INC.
From January 2009 to January 2015 • 6 year(s)
Directed 17-person team of Level I technical analysts to deliver 24x7x365 support to internal clients in the US, Europe, and Asia. Developed Level I support framework and performance objectives.

Project Manager | WYETH PHARMACEUTICALS
From January 2007 to January 2008 • 1 year(s)
Supported corporate division projects by documenting requirements to define scope, deliverables, and schedule. Engaged appropriate IT resources and facilitated cross-team meetings.

Field Sales Help Desk Manager | WYETH PHARMACEUTICALS
From January 2005 to January 2007 • 2 year(s)
Managed nine-person team supporting pharmaceutical sales representatives across the US. Produced monthly reports for IT and senior leadership.

Customer Service Liaison | WYETH PHARMACEUTICALS
From January 2002 to January 2005 • 3 year(s)
Customer service liaison role at pharmaceutical company.

Team Lead | WYETH PHARMACEUTICALS
From January 2001 to January 2002 • 1 year(s)
Team leadership role at pharmaceutical company.

Productivity Supervisor | WYETH PHARMACEUTICALS
From January 2000 to January 2001 • 1 year(s)
Productivity supervision role at pharmaceutical company.

Technical Operations Analyst | THE VANGUARD GROUP
From January 1998 to January 2000 • 2 year(s)
Managed help desk calls from national network of offices in 1000+ call per day, 85 seat global support center. Executed Level I triage to maintain first call resolution average greater than 68%.

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