Implemented agile methodologies to meticulously capture and record key data and metrics, ensuring thorough documentation for compliance and security attestations.Facilitated regular sprint reviews to assert and maintain cyber security best practices, fostering continuous improvement and adaptation.Developed comprehensive technical and non-technical process documentation using agile principles, promoting transparency and flexibility in project execution.Provided expert support for client escalations, utilizing agile standup meetings to address issues promptly and maintain stakeholder alignment.Facilitated optimization of collaboration and refinement of project workflows.Leveraged Agile Kanban boards to manage and assign project resources efficiently, ensuring tasks were prioritized and completed within sprint cycles.Supported Cyber Security strategies and programs aligned with organizational objectives, applying agile principles to adapt to evolving security challenges.Identified and documented changes to project scope using agile change management techniques, maintaining stakeholder engagement and project transparency.Managed project issues and risks throughout agile project lifecycles, employing agile risk management practices to implement timely action and contingency plans.Contributed to the creation of Cyber Security standard operating procedures (SOPs).Created and maintained agile process flow diagrams to visualize workflows and optimize process efficiency within agile project frameworks.Utilized Service Now Strategic Portfolio Management to effectively track and manage project demand, ensuring alignment with organizational priorities and resource allocation strategies.

Led and managed service delivery for a large-scale global Virtual environment deployment, ensuring seamless operation and support through agile project planning and execution.Enhanced user experience by agilely customizing standard offerings, processes, and handling exceptions to align with dynamic departmental client needs, employing iterative project management methodologies to prioritize and implement changes efficiently.Directed agile global demand/capacity planning, forecasting, monitoring, and reporting activities, leveraging agile project management methodologies to optimize resource allocation and meet fluctuating operational demands effectively.Developed and implemented agile Excel-based demand and capacity management methodologies for the team, utilizing iterative project management techniques to enhance accuracy and efficiency in resource planning.Served as an agile subject matter expert in assessing and guiding proactive resolution of performance issues within the environment, applying agile project management principles to drive continuous system optimization.Acted as the primary agile point of contact for client escalations and requests related to specialized projects, employing agile project management strategies to ensure swift and effective resolution of issues.Provided agile strategic high-level architecture planning to meet agile internal customer requirements, utilizing agile project management frameworks to align technical solutions with evolving organizational goals and timelines.Contributed to agile management of Service Now projects, including agile establishment of workflows and processes, and collaborated with development teams to agilely automate services such as company to subsidiary ticketing.Authored agile technical documentation including SDLC guidelines and service-related documentation such as service level agreements, employing agile project management methodologies to ensure meticulous documentation accuracy.

Managed Citrix Provisioning services and images as primary administrator, ensuring seamless virtual desktop/server provisioning and maintenance.Provided administration and escalated user support for Citrix XenApp versions 6.0, 6.5, and 7.x, optimizing application delivery and user experience.Led service improvement initiatives by collaborating with vendors and product owners to enhance performance of critical applications, driving operational efficiency and client satisfaction.Oversaw end-to-end service delivery including client demand management, project management, escalation handling, and technical support, ensuring alignment with service level agreements (SLAs) and business objectives.Implemented industry best practices across Citrix farms to strengthen security posture and optimize performance, mitigating risks and enhancing system reliability.

Orchestrated service delivery of remote desktop and access solutions, ensuring operational excellence and client satisfaction through effective project planning and execution.Led a team of 4-6 staff members, providing strategic direction, training, and performance management to foster a high-performing environment.Acted as technical liaison during vendor onboarding, aligning solutions with user experience requirements and business objectives using project management methodologies.Functioned as global escalation point for resolving complex client issues related to VDI/XenDesktop and XenApp environments, maintaining strong client relationships through prompt resolution.Managed global initiatives as lead for third-party remote vendor technical solutions, optimizing project lifecycles to align with organizational standards.Developed and implemented change management processes for VDI environments, ensuring seamless transitions and minimizing disruptions.Authored and enforced global policies for VDI VM requisition processes, collaborating with stakeholders to enhance service delivery efficiency.Established standards for optimizing resource utilization in VDI environments, leading cross-functional teams to meet capacity constraints and client requirements.Successfully led audit remediation projects, achieving 100% compliance through meticulous planning and documentation.Improved IT Service Management (ITSM) and Service Now workflows, implementing strategies to reduce incident volume and exceed performance metrics.

Provided essential support to trade floors within small to medium-sized hedge funds, ensuring seamless operations and minimal downtime.Delivered precise, responsive, and customer-centric assistance, resolving issues promptly to maintain high operational standards.Managed and resolved LAN, WAN, and telecommunications issues, as well as various system and network-related challenges in a dynamic, deadline-driven environment.Configured and maintained Windows 2003 server, Exchange server, and Blackberry Enterprise servers, ensuring optimal functionality and client satisfaction.Diagnosed and resolved issues with virtual servers, optimizing performance and reliability.Deployed ESX servers and performed physical-to-virtual conversions using VMware Converter, enhancing system efficiency and resource utilization.

Orchestrated the deployment of efficient, secure, and meticulously configured workstations for the sales force, ensuring seamless operational continuity.Spearheaded the migration from antiquated networking devices to Cisco PIX Firewalls, bolstering network security and reliability.Played a pivotal role in server upgrades, meticulously configuring machines and troubleshooting performance issues to optimize system functionality.Provided expert virtual desktop support, ensuring users had uninterrupted access to critical resources.Diagnosed and resolved complex issues with virtual servers, demonstrating proficiency in ESX server deployment and physical-to-virtual conversions using Converter, thereby enhancing system efficiency and scalability.