Service Manager – Financial Institutions (Online & Mobile Banking)• Managed Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high risk data or application issues.• Performed Root Cause Analysis and remediation of problems.• Administer conference bridge calls for Major / Critical incidents.• Undertake and drive post incident reviews, with the focus on identifying process and (or) operational improvements.• Facilitate bi-weekly Problem Management Review Board (PMRB) meetings, aimed toward resolving the root causes of incidents and minimizing adverse impact on the environment. • Participate in the team's weekly on-call rotation and administer conference bridge calls for Major / Critical severity incidents. • Maintain strong client and vendor relationships to ensure SLAs and service excellence are managed and maintained.• Communicate Major / Critical incidents to internal resources and client stakeholders to ensure they are kept apprised of status. • Facilitate Daily Operations meeting for all Major / Critical incidents. • Responsible for creating Root Cause Analysis documents for Major / Critical incidents.• Responsible for creating and obtaining monthly SLA reporting for internal resources and client stakeholders.• Create and update documentation on internal and external Confluence website.

Service Manager – Tenet Healthcare (Hospitals and Ambulatory Locations)• Managed Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high risk data or application issues.• Facilitate weekly global Change Advisory Board (CAB) meetings to ensure proper representation and communication for all changes being introduced into the environment. • Facilitate bi-weekly Problem Management Review Board (PMRB) meetings, aimed toward resolving the root causes of incidents and minimizing adverse impact on the environment.• Create and update documentation on internal and external SharePoint website. • Participation in the team's weekly on-call rotation and administer conference bridge calls for Major / Critical severity incidents. • Administer conference bridge calls for Major / Critical incidents.• Communicate Major / Critical incidents to internal resources and client stakeholders to ensure they are kept apprised of status. • Facilitate Daily Operations calls for the account, in which all high severity incidents over the last 24 hours are reviewed, as well as critical upcoming changes in the environment.• Fulfill Request Management records submitted by internal resources and client stakeholders. • Responsible for Configuration Management to ensure that all Configured Items were tracked and updated for individual Configuration Items (CI) in an IT system or as complex for an entire customer’s environment. • Responsible for Asset Management to ensure all inventory pertaining to hardware and software were being utilized effectively in order to cut costs. • Maintained records and databases containing information regarding licenses, warranties, and service level agreements (SLA) for the organization's/customer environments hardware and software.• Trained and mentored onshore / offshore resources.

Service Manager – Tenet Healthcare (Hospitals and Ambulatory Locations)• Managed Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high risk data or application issues.• Facilitate weekly global Change Advisory Board (CAB) meetings to ensure proper representation and communication for all changes being introduced into the environment. • Facilitate bi-weekly Problem Management Review Board (PMRB) meetings, aimed toward resolving the root causes of incidents and minimizing adverse impact on the environment.• Create and update documentation on internal and external SharePoint website. • Participation in the team's weekly on-call rotation and administer conference bridge calls for Major / Critical severity incidents. • Administer conference bridge calls for Major / Critical incidents.• Communicate Major / Critical incidents to internal resources and client stakeholders to ensure they are kept apprised of status. • Facilitate Daily Operations calls for the account, in which all high severity incidents over the last 24 hours are reviewed, as well as critical upcoming changes in the environment.• Fulfill Request Management records submitted by internal resources and client stakeholders. • Responsible for Configuration Management to ensure that all Configured Items were tracked and updated for individual Configuration Items (CI) in an IT system or as complex for an entire customer’s environment. • Responsible for Asset Management to ensure all inventory pertaining to hardware and software were being utilized effectively in order to cut costs. • Maintained records and databases containing information regarding licenses, warranties, and service level agreements (SLA) for the organization's/customer environments hardware and software.• Trained and mentored onshore / offshore resources.

Generated $5 million in revenue by providing client support to Fortune 500 healthcare ID card customers through daily written and interpersonal communication using Notepad, Excel and proprietary information exchange tools to ensure proper receipt of files by production facilities. Supported $2.5 million in sales by providing operations and programming change support to health insurance companies using product knowledge, project management and customer service skills in order to retain existing clients and increase business by freeing up Relationship Managers to sell more products and services. Customers included: Cariten (affiliate of Humana), Priority Health, Navitus, Rocky Mountain Health Plans, Caremark and Viva Health.

Key player in leading successful application implementations ranging from $2.2 million - $41 million in revenue. Led successful RunSAP implementation that resulted in a more concise environment for the customer and generated $1.2 million in revenue. Gathered requirements and deployed new software system in to customer’s environment. Assisted in organizing, planning, developed schedule, managed scope, engaged appropriate technical teams when issues arose.Managed multiple zero impact software installations. Planned and implemented new ERP functional releases with no impact to day-to-day functions. Responsible for uploading documentation in SharePoint and overseeing that technical/support teams are sharing the documentation.

Key player in leading infrastructure implementations, server upgrades and new releases. Support customer contracts that ranged from $1.3 million to $700M. Collaborated with team members (Client, Application, Leveraged Teams and Project Management) to implement a Redundancy environment that resulted in a customer outage being reduced and succeeding a Service Level Agreement of %99.99 availability. Engaged with Core team and Client to assist in the implementation of adding additional hardware and storage to the customer’s current environment due to a financial volume increase. This generated an additional $2.2 million in revenue for EDS. Collaborated with Team members (133 Client’s, Application, Leveraged Teams and Project Management) that needed to have redundancy setup in their firewall environment to reduce the number of severity one outages. Assisted with the organization and conducted weekly meetings to review planning with technical/support teams. Firewall redundancy was put into production for 76 customers out of the 133. Resulted in a 75% reduction in downtime. Coordinated the implementation of a DR process that resulted in a customer outage being reduced by 75%.

Performed the role as a Team Lead for the customer follow-up helpdesk. Coordinated and conducted training for new employees on helpdesk tools. Revamped customer follow-up survey to provide more concise feedback regarding helpdesk performance. Increased response rate by 75%.Contacted customers directly to follow-up and receive customer feedback regarding their experience contacting the helpdesk and what quality of support they received.