▪ Manages hybrid agile projects by formulating user stories, engaging in backlog refinement, participating in sprint planning, and fulfilling the responsibilities of a Scrum Master.▪ Acts as a Business Analyst by recognizing user requirements, collecting specifications, and crafting IT solutions that align with the strategic objectives of the organization.▪ Delivers expert-level assistance for ServiceNow, addressing technical challenges, generating KP| reports, and promoting enhancements to the platform.▪ Fosters innovation by pinpointing areas for process enhancement and executing solutions that improve both efficiency and effectiveness.▪ Designs and refines ServiceNow catalog forms with an emphasis on user-friendly designs and effective data gathering.▪ Works collaboratively with cross-functional teams, including developers, operations personnel, and business stakeholders, to ensure that solutions cater to a variety of needs.▪ Contribute to the development, testing, documentation, and debugging of custom solutions and application enhancements.▪ Collaborate with the process owners, stakeholders and developers to ensure processes are implemented correctly and to ITIL standards.

▪ Establish the technical and operational processes, full project timelines, and $6M budget for executive sponsored PHPS projects including the migration of two website portals to new Azure / OKTA web based cloud platforms. ▪ Collaborate with stakeholders to translate business needs into systems requirements and scoping, including establishing product roadmap, establishing vendor delivery milestones and delivery of project updates to ensure project stakeholders are informed promptly of issues or adjustments to mitigate issues. ▪ Develop and set operating model strategies for the PHPS Service Desk and IT Delivery Management areas utilizing ITIL framework. Led a team of five onshore and 6 offshore staff members across multiple time zones to provide 24-hour technical support and customer service, managing over 13000 tickets for both internal and external stakeholders. ▪ Maintain IT vendor agreements to company standards, operational processes and management guidelines to ensure compliance and risk mitigation.▪ Develop PHPS departmental support mission, strategy, and KPIs to help identify emerging products that have potential to add value or create cost savings opportunities. ▪ Work collaboratively with Training department to coordinate and schedule all technology trainings focused on PHPS software applications, program operations and initiatives.▪ Manage the day-to-day activities for the team, including career development.▪ Interact with internal and external user community to resolve issues, perform training and gather requirements.

▪ Led the migration of 2100+ servers and 700+ applications by providing engineering, implementation and operational support of the new ESXi 5.1 environment. This includes installation, configuration, management, maintenance and administration of all enterprise data center servers.▪ Developed and maintained documentation to include, but not limited to, system configuration, system deployment, system administration, and service desk support documents for ESX 5.1 environment▪ Collaborated with internal and external business units and applications, database and network teams to develop business and technical requirements, review and update migration project plans, system and designs and implementation plans.

▪ Documented and managed IT back-end systems and network to ensure the ongoing integrity of Time Out NY infrastructure systems. ▪ Presented on assessment of system risks and points of failure, and provided recommendations for desired state, disaster recovery and opportunities to Time Out NY CTO and NY Technical Director.

▪ Implemented HHC network facility application to corporate SQL cluster and infrastructure by consolidating network standalone applications to corporate enterprise solutions to improve upon client access and support.▪ Developed corporate standards and documentation for architecture, project scope, disaster recovery and monitoring of facility applications migrated to corporate infrastructure group.▪ Provided advanced technical input and level 3 support for complex testing in application lab environment running Windows 2008/2012 server, VSphere 5.1 and SQL 2008 R2. ▪ Managed SQL 2008 R2 cluster inventory and server maintenance including updating available node inventory, updating hardware components and performing quarterly maintenance and patch installation. ▪ Maintained all aspects of Intel platform hardware, peripherals and infrastructure including its documentation, the development of best practices and strategies for configuring and managing the environment.