Business Relationship Manager for Employee Experience Technology team:- An evangelist for key directives/decisions- A champion for the business- A facilitator of responsible change socialization- An optimizer of user adoption

• Manage day to day client relationship and IT related projects• Act as the trusted liaison between key business stakeholders, vendors and support teams• Identify revenue growth areas with existing customer base and new business opportunities • Primary escalation point for all IT related issues• Translate business needs into technology solutions• Survey clients to measure the level of satisfaction with IT services• Advise on new technical support services, mobile technologies and cloud based services

• Business development and delivery of IT services for Louis Vuitton North America• Managed client relationship both from a technical and new opportunity perspective• Expanded and negotiated new service/support contract globally (Mexico, Brazil)• Daily management of SLAs per the service agreement• Managed day to day relationship and acted as trusted advisor for client company• Established and maintained working relationships with various internal Stefanini entities to create consistent process across client portfolio• Point of escalation for support of LV HQ and over 200 LV stores• Worked closely with our service teams, engineers and consultants to maintain and grow relationship with client company

• Member of the ServiceNow project implementation team.• Implemented new ServiceNow Incident, Change, Problem , Service Catalog, Knowledgebase, CMDB modules for over 1200 users in NYC, Shanghai, and Abu Dhabi. • Trained 1200+ users on new ServiceNow systems in the US, Shanghai, and Abu Dhabi.• Managed the integration, cross-technical and multi-team coordination required to deliver technical services to the NYU IT community.• Interfaced and communicated with key NYU service owners, department leads, and senior managers to ensure project milestones/requirements are achieved.• Provided management with information and recommendations for service or process improvement throughout the IT Service Management process.• Acted as the liaison between GTS, ITS, Stern IT, NYUAD IT and PSO.• Applied Agile approach to project management.

• Responsible for the management and provisioning of first and second tier infrastructure operations support services for Nielsen NYC office. • Lead and managed multiple infrastructure related projects. • Communicated with key project personnel to ensure that projects were delivered on time, on budget, and with high quality deliverables. • Acted as the liaison between key business stakeholders, external vendors and support teams for infrastructure issues/projects. • Served as a point of escalation for areas of client dissatisfaction. • Translated business strategies into business technology proposals and solutions. • Evaluated, reviewed and recommended infrastructure services for clients.

• Lead account relationship for Nielsen headquarters, including corporate functions,ten Nielsen subsidiaries, and three joint ventures.• Identified business unit requirements and drove technical solutions to meet bothcorporate and business initiatives.• Acted as liaison between external vendors and subsidiaries to drive solutions tobusiness initiatives.• Worked with functional and technical management teams to translate businessneeds into projections for technology services.• Facilitated cost/benefit analysis and prioritization of projects.• Worked with regional account managers to identify potential linkages with otherbusiness initiatives across the enterprise.• Provided project status reports to key stakeholders.• Drove shared service organization to be customer and service focused.• Surveyed clients to measure the level of satisfaction with IT services.

• Managed desktop support and help desk services for main corporate office.• Managed team of 17 desktop engineers, 3 help desk representatives and supportcalls for 1,800 users.• Interface for IT support for finance, e-Commerce, print production, sales andmarketing, and executive management groups – acted as relationship manager forall IT services.• Managed technical evaluation of hardware/software platforms.• Staff evaluations.• Participated in strategic projects that arise, including acquisitions, divestitures andnew business initiatives.• Resolved issues with an emphasis on delivering a high level of customer service.

• Assisted primary management of desktop support and help desk.• Responsibilities included project management, hardware and softwaremaintenance.• Ensured proper staffing of the help desk by cross training and dynamicallyrearranging schedules as required.• Troubleshot Macs, PC Computers and HP Printers in a publishing environment.• Supported Novell, NT and Appleshare IP Servers.