Took charge of corporate technology services, strategies, security and process optimization to enhance operational readiness including transformation of IT Service Management (ITSM), with a structured approach, across multiple functions and geographies. Led roadmaps and provided technical expertise in hardware, software, unified communications, networking, engineering and cloud services that impacted end user services. Incorporate modern service management to successfully implement and manage cloud-based solutions focusing on ownership, accountability and continual improvements. Cultivate team-centric dynamics, blending skill sets, mentoring team members, shifting knowledge left and championing successes conducive to culture. Managed over 25 partnerships to ensure service delivery was at the forefront of a high-quality daily user experience. Leveraged technology to improve processes and drive success using business acumen, program management, and financial optionality. Served as an IT Change Agent to cultivate strong relationships, manage partnerships and steer contract negotiations for innovative improvements, scalable solutions, strategic planning, and effective implementations.

Accomplishments in IT Service Management

• Planned and executed the ServiceNow project including gathering requirements, user stories, design, testing, and implementation.
• Identify opportunities using service mapping, dependencies, workflow gaps and data analysis for patterns and trends to uncover disparities and needed solutions.
• Devised roadmap and strategy including frequent status report and project goals for ServiceNow implementation.
• Co-designed ServiceNow and provided oversight and direction in training plans on use of new technologies and strategies on roadmaps for future innovative solutions.
• Served as the Incident, Request, and Knowledgebase Business Owner, providing oversight and direction to Incident Management, SLAs, Governance and Reporting.
• Led Incident Management, DR and Release Management as the IT business owner and sponsor for ServiceNow rollout to associates including security controls, policies and governance.
• Revamped the IT department analytical framework, instituting new KPIs, CSAT, metrical reporting, and management dashboards in ServiceNow to show data and performance.
• Responsible for 24x7 incident response and escalations for all established OLAs & SLAs including 25+ partners not limited to MS Premiere, AWS operations, NOC, and Service Desk.
• Strategically implemented governance practices defining CAB, process owners, other roles and responsibilities as well as managing risks in ServiceNow effectively.
• Directed measures to align alerts and notifications with business processes and communications.
• Advised developers to partner with security team to build audit templates and workflows for teams to document & track audit control findings and remediation using the ServiceNow tool.
• Established security policies and procedures within the ServiceNow platform to satisfy security requirements.
• Championed security alerts, notifications and other triggers in ServiceNow to support governance, risk, compliance and vulnerability management.

Accomplishments in Infrastructure & Operations

• Strategically redesigned the entire user experience with limited required touch by re-engineering solutions, application redesigns, creating standards, optimizing services, and establishing guidelines.
• Led the PC Device Hardware & Software Refresh Project from end to end, transitioning to Windows 10, Office 2016, One Drive for Business, Intune & Local Administrator Password Solution (LAPS), increasing annual savings by $250K.
• Fortified security tools through in-depth testing and vulnerability management, securing ADS workstation infrastructure and other devices with Tanium, Tenable, Cylance, Kenna, PhishMe, Windows defender and GPOs.
• Promoted cloud-based solutions that enhanced systems administration, including SaaS, PaaS, IaaS, cloud-based print application, and led the design, build, deployment, and maintenance of AWS Amazon Workspace.
• Launched a revolutionary $500K conference room experience with secure cloud-based scheduling, collaborative tools, audio and visual support, multi-device connectivity, and updated smart TVs, panels, and switches.
• Oversaw engineering functions for software and small applications, re-engineered tools to eradicate collisions, automated IAM processes, and enhanced security software as quality solutions of repeatable processes.
• Delivered a $300K increase in annual savings, directing the SCCM in-house migration project and modernizing IT service delivery with cloud-based Okta, One Drive for Business and Intune.
• Streamlined plans and pricing for mobile devices through identifying cost-saving opportunities throughout the lifecycle for all issued assets, resulting in $50K in annual savings.
• Stabilized infrastructure through a $250K WAP redesign project, improving the infrastructure as well as analyzing and guiding other modern cloud-based connectivity solutions.

Accomplishments in IT & Business Leadership

• Hand-picked a self-directed dream team, consolidating staffing needs and establishing a culture of service excellence, efficiency and accountability, resulting in $100K in annual savings.
• Elevated dream team to "Top 5" Status, consistently celebrated through the peer recognition program as champions of service excellence, stewardship, and challenging the status quo with innovative strategies.
• Optimized workflow support for system engineering and IT through strategic road mapping and capacity planning, drawing on LEAN opportunities to eliminate inefficiencies.
• Worked in tandem with a senior manager to roll out ITIL Foundation for the IT organization, steering seamless implementation.
• Secured $200K in savings by vetting and deploying a new 18-member service desk in a 4-month period.

Presided over IT service management and governance, CAB, ITSM/ITIL Framework, and run books including system implementation from BMC Remedy to ServiceNow. Strengthened customer satisfaction, incident, change and problem management, IT security and SOX compliance and bridged internal and external communication. As a change agent, positively shifted the perception and expectations of the "face of IT" and IT service delivery. Led and managed all components of the IT Service Desk, streamlined scalable solutions, enhanced productivity levels and quality assurance resulting into 90% customer satisfaction. Defined performance indicators & Reported KPIs, OLAs, SLAs, and service quality improvements as a Business Relationship Manager, Technical Advisor, and Project Manager.

• As co-designer of the ServiceNow Self-Service portal, led the entire lifecycle from design through implementation, creating training materials and leading training for over 5,500 users.

Presided over the daily service desk and desktop support, managing technical analysts to support over 5,500 users. Strengthened customer satisfaction, incident and request management with improved workflows in BMC Remedy. Increased customer satisfaction to 90%+ through launching strategies for customer success, streamlining communications for service interruptions, and driving workflow and accountability initiatives. Advocated to shift knowledge left to enable more availability for L3 teams to work on higher level demands. Empowered, coached and supported direct staff moves into Desktop, NOC, System Engineering and Telephony teams. As a change agent, shifted the perception and expectations of the "face of IT" and IT service delivery

• Increased customer satisfaction to 90%+ through launching strategies for customer success, streamlining communications for service interruptions, and driving workflow and accountability initiatives in BMC Remedy.

Initially joined the healthcare academy, shadowing C-level leaders and earned recognition as a top leader of the academy. Advanced into a senior technical role, managing systems implementation and support.

• Enhanced productivity by co-managing the implementation of Salesforce, leading systems installations and troubleshooting, supporting software products, and offering solutions to meet client needs.