Digitalization on premises to Cloud Roadmap setup and Project Management.Service Delivery and Lifecycle Management including IT Service Management, Incident Management and Documentation process review.

Managed staff of nine system operators, nine Help Desk Analysts and four team leaders of different areas of IT Service Management in day to day operations and reviewing their performance. Oversaw administration of Azure, AWS, Active Directory, LDAP, Office 365 Admin, Exchange Online, Identity and Access Management, End Point Management, Network and Infrastructure Monitoring. Managed IT Service Management by Incident Management and Problem Management advanced methodologies and implemented KPI reports and Dashboards to advance ITIL.Lead IT department operational planning and projects and organize and negotiate the allocation of IT resources. Work with stakeholders to define business and systems requirements for new technology implementations. Oversee operations-related projects and project portfolio. Ensure the efficient utilization of IT resources – including personnel and equipment – across the organization.Oversee all reports and documentation related to Help Desk and systems operations. Conduct system feasibility studies and testing. Manage the deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, data centers, servers, PCs, operating systems, and associated hardware. Contribute and collaborate with the Service Management team to assist in refining the various ITIL (Information Technology Infrastructure Library) processes. Act as a process manager and ambassador for the various ITIL roles within the Operations Team. Maintained system integrity and performance through proactive monitoring. Developed and submitted strategy and initiative reports to highlight current performance and projected changes to senior management. Strengthened performance metrics tracking and analysis to enhance tactical and strategic performance plans.

Technology research, image deployment, unknown IT issues, front end to backend support, Third Party/in house application support, Mobile Device Management. Support 24/7Job activities:Install, configure, administer, document, and maintain end-user hardware, software, and services.Complete service requests and incidents within specified time periods.Create, update and oversee reports for a technical, management stakeholder, or end-user audience Investigate, assess, mitigate, and resolve routine or complex software, hardware, and communication issues on computers, printers, peripherals, and productivity technologies.Use remote-based tools and automation techniques to minimize travel time and maximizesupport work efforts.Research & recommend build, (de)provision, (re)configure, upgrade, install, replace,or relocate desktop and other end-user hardware, software, and peripherals, using asset management and change control.Prioritize and schedule work to complete assignments and resolve problems on time.Interact with others within the IT division, client team members, customers, vendors, IT partners, and store managers.Communicate routine information with external organizations including vendors.Consults and collaborates with appropriate technical and business resources to resolve problems.Estimate work effort and duration for planning or budgeting purposes.Manage existing direct reports and train newly hired administrators.