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      "text": "Implemented an overall work plan to meet aggressive timelines and re-focus limited resources on the most important activities. Developed an approach to define the scope of services for day-1 and gained consensus with leadership. Created an organizational design and sizing based on industry experience, client data and surveys. Developed a communications plan to aide in consensus building and smooth implementation of the new department. Used the framework to organize and develop incident, service request, problem and knowledge management processes. Planned and executed a dry-run of processes and activities for testing and training.",
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