Cathy Swithin is the Senior Operations Manager and her responsibilities include: 1. Managing policies, procedures, projects, vendors, logistics, new hires, and partnerships across various functions like operations, IT, and sales. 2. Key operational responsibilities include creating and updating manuals, managing various projects, vendor relationships, office logistics, and new hire onboarding/training. 3. In IT, she manages the network, inventory, processes, contractors, vendors, logistics, and new hire onboarding.

1. What do I do?
Cathy Swithin
Senior Operations Manager

2. Categories
2
Operations1
IT2
Sales3
Vendors4
Future5
2

3. 3
Operations
• Policies & Procedures Manual – Create, Edit & Update, Implement & Audit
• Project Management – New ERP/CRM, Pricing Analysis, Vendor Security Assessments
• Vendor Management –SOWs & Insurance, Invoicing, Compliance & Audits, annual renewals
• Logistics Management –office moves, adds & changes; after hours access
• Organizational Development – increase efficiencies (e.g., automated ‘Done Deal’ Process)
• New Hire Orientation – Onboarding & Training
• Partnership Management – Symantec, Microsoft, IBM – annual renewal processing,
compliance requirements met, ongoing updates & change implementation
• Contract Management – Statement of Work contracts – ensure regular update
requirements completed
• Cross-functional Teams – coordinate meetings and provide analysis for particular changes
needed for products and services

4. 4
IT
4
• Network Administrator – switches, routers, patch panels & cabling
• Manage Inventory – company & employee inventory
• Manage IT Processes – IT Security Policy, IT Security Standards, Business Continuity Policy,
(BCP), Bring Your Own Device Policy (BYOD)
 Process all vendor security assessments requests
 Map needed changes back to our policies
• IT Contractors’ Liaison - trouble ticket gatekeeper, change requests approver, local
trouble-shooting, status meetings, projects (i.e., switch upgrade, laptop encryption)
• Vendor Management – VOIP phone system, cloud storage accounts, data & voice line
vendors, cloud solution providers (Box.com storage & NetSuite ERP/CRM)
• Logistics - New Hire workstations - computer, phone & account(s) access setups
• New Hire Orientation - Onboarding & Training

5. 5
Sales
5
• Sales Management – create and/or announce new programs
 Margin calculations
 New vendor pricing
• ERP/CRM Administrator – SKU pricing & cost updates, customize forms and fields, create
reports and dashboards, work with software vendor for scripting requirements
• Marketing Support – provide CRM lists for campaigns, create and update campaign list
• Inside Sales Reps – manage and audit metrics for performance and success
• Sales Training – schedule multi-day course for any new rep with follow up for 90 days
• Approve Expense Reports – ensure policies are followed; look for savings and ROI
• Software Support Renewals – manage program to ensure growth
 $1.1M in 2013
 $2.1+ in 2015 as of October 8th
• Distribution Channel – manage Globanet VAR status, Partners, Resellers

6. Vendors
66