As a Cloud Solution Architect, I design and implement cloud-based solutions tailored to client needs. I collaborate with engineering, applications development, and operations teams to manage cloud infrastructure and services effectively. My role includes evaluating and improving cloud solutions for efficiency, effectiveness, and cost optimization. I also develop and maintain relationships with business units, provide guidance on cloud-related issues, and ensure compliance with industry standards and best practices for cloud security and governance.

As the Director of IT Service Management, I led and oversaw all ITSM Service Support processes across our Enterprise IT division. This role involved partnering with Engineering, Applications Development, and Operations to ensure the effective management of IT Change Management, Release Management, Incident Management, Configuration Management, Asset Management, and Knowledge Management processes. I was responsible for establishing best practices, achieving operational excellence, and driving continuous improvements across IT.Key Responsibilities:Led and managed ITSM Service Support processes, ensuring integration with partners and vendors.Developed and implemented ITSM process strategies to support operational excellence.Evaluated and continuously improved ITIL processes for efficiency, effectiveness, consistency, and cost reduction.Oversaw IT Change Management activities to minimize impact on operations.Hired, trained, motivated, and retained top employees to build and maintain a high-performance team.Developed and maintained productive relationships with business units and communicated performance against agreed services.Worked with technical support teams to identify, report, and review metrics to meet and exceed Operating Level Agreements.Managed relationships with internal customers and vendors to drive service level and ITSM process compliance.

Responsible for IT Service Management policies, processes, and configuration management system. Provide leadership for enterprise-wide best practices and continual service improvement activities to identify gaps within and provide recommendations for remediation. Accountable for establishing and maintaining relationships throughout the enterprise to evaluate and analyze business needs for multiple locations and complex infrastructure.

Provide thought leadership for enterprise wide service management best practices – Incident, Event, Problem, Change, Configuration and Service Request •Key contributor to Continual Service Improvement activities, identify gaps within and across existing ITIL processes and provides recommendations for remediation•Implemented ITIL processes; Incident, Service Request and Configuration Management•Identify and provide recommendations of additional processes to be implemented•Implemented and managed Technical Service Desk to support Incident and Event management•Established procedures, standards and Service Level Agreements (SLAs) for Technical Service Desk•Application manager for CA UniCenter Service Desk, NSM, Spectrum, eHealth and Crisis Connect software•Training manager for CA UniCenter Service Desk and Crisis Connect software•Managed off shore team of 15 people for the Technical Service Desk, CA UniCenter Service Desk, NSM, Spectrum and eHealth

Provide organization and leadership to a team of 23 technicians, supporting 5000 customers, both internal and external, and over 5000 devices for North America. Responsible for development, implementation and troubleshooting of enterprise hardware, software and networking systems. Responsibilities include creating policies and procedures for call center support, desktop support, desktop management, asset management, license management and lease returns. Provide problem tracking reports to identify recurring issues, training needs and monitor service levels. Provide on site support for divisional and national sales meetings. Create action plans and objectives for team. Escalate issues to project leaders and managers for resolution. Establish and maintain positive on-going relationships with internal customers to gain feedback on services. Develop new service offerings based on business requirements.ITIL and PMP certified

Provide organization and leadership to a team of 6 technicians, supporting over 1,200 customers, both internal and external for North America. Developed and implemented procedures for troubleshooting enterprise hardware, software and networking systems. Responsibilities include creating policies and procedures for Lotus Notes Messaging, phone support, desktop support, desktop management, asset management, license management and lease returns. Provide problem tracking reports to identify recurring issues, training needs and monitor service levels. Provide on site support for divisional and national sales meetings. Create action plans and objectives for team. Establish and maintain positive on-going relationships with internal customers to gain feedback on services. Develop new service offerings based on business requirements.

Contract assignment for Chicago Public Schools CLEAR project. As help desk manager I implemented and managed a 7 person phone and e-mail support help desk for the rollout of 6,000 laptops, associated software, assisted deployment teams with scheduling to 624 schools for anti-virus remediation and installation of SMS network management implementation for 60,000 PCs. Determine roles and responsibilities for technical leads and help desk technicians. Created policies, procedures, workflows, documentation, FAQ's and SLA's for Help Desk project. Provide weekly status reports on Help Desk planning, scheduling and logistics.Established new call center at no cost to customer, using existing telco and ACD equipment. Created all IVR scripts and call routing.Installed, setup and administered Liberum, open source, help desk call tracking application at no cost to customer. Accountable for Help Desk budget - $30,000 under budget and 1 month ahead of schedule

Implemented and manage day-to-day operations of 15 person phone and e-mail support help desk for 900 employees at 9 locations across the US. Responsibilities included developing help desk strategy for rapidly expanding company; opening new locations and hiring remote field technicians. In addition, interviewing, hiring, and training employees at corporate headquarters; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Develop policies and procedures for desktop support for remote locations. Responsible for evaluation of new hardware/software and asset/license management. Conduct customer satisfaction surveys to ensure quality support and improve performance of the help desk. Assist manager with annual budget.

Contract assignment to implement and manage day to day IT operations. Responsible for 8 technicians providing telephone and e-mail support for 600 employees at 6 locations. Provided service management for the following areas; WAN, LAN, Messaging, Procurement, Project Management asset/license management and budgeting. Coordinate and participate in server maintenance including user migration, periodic updates of patches and anti-virus software, weekend maintenance and server monitoring activities. Developed standards for data network, server environments, desktops and laptops.

Provide organization and leadership to a team of 20 technicians, supporting 7000 customers at 44 locations across North America. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving issues. Develop and implement troubleshooting guides for enterprise hardware, software and networking systems. Created policies and procedures for call center support, desktop support, desktop management, asset management, license management and lease returns. Provide problem tracking reports to identify recurring issues, training needs and monitor service levels. Create action plans and objectives for team. Establish and maintain relationships with customers to gain feedback on services. Develop new service offerings based on business requirements. Project Lead for global help desk strategy for AutoAnswer, Problem Management/Call Tracking software.

Chicago based sales lead for RentTrace POS software; modules include Inventory, Fixed Asset, Accounts Payable, Accounts Receivable, Maintenance and Shipping/Receiving. Responsible for on-site customer training and developed training plans for RentTrace Technical Support. Assisted customers via telephone for hardware/software installation and setup. Supported Novell and Windows NT networks.

Information Systems Supervisor, ensuring computer processing and system support to 600 customers.Traffic Analyst for telecommunications and data center operations, developed procedures/policies and monitored performance of 19 operators. Maintained system security tables, routing table database, assisted engineers with hardware/software problems and troubleshooting. Created customer satisfaction surveys and analyzed customer needs. As a training manager I developed and maintained training plans for three work centers. Project Manager for Communication Software Upgrade, determined hardware/software requirements for 2500 customers.