• Managed business impacting and systemic incidents to resolution, ensuring issues are properly reported, triaged, escalated and mitigated.• Provided in-depth analysis in preparation of weekly Incident Dashboard report, minimizing future risk.• Performed quality assurance and control reviews of incident management event reports.• Facilitated Incident Escalation calls and established roles and responsibilities with various teams, planning incident management and event resolution strategies.• Served as escalation point of contact for junior level analysts during event management.• Performed root cause analysis, collaborating with various IT teams for mitigation.• Provided technical support and training to physical and virtual desktop users.• Created and maintained SharePoint sites for Incident Management team, used for knowledge base, including actions taken, corrective action plans and lessons learned.

• Collaborated with partners and key stakeholders to research and define business requirements and create functional specification documents utilizing BPMN processes. • Supported servicing compliance committee, reviewing legal alerts and investor communications for business solutions impact and to ensure business process and procedure compliance with regulators.• Directed rollout of desktop operating system for CitiMortgage as part of global desktop optimization.o Led deployment of enterprise wide operating system upgrade from Windows XP to Windows 7.o Performed User Acceptance testing and managed deployment of new enterprise virtual desktop environment on Citrix servers.o Negotiated application security protocols, partnering with Security Operations Center personnel.o Facilitated decommissioning and upgrading of legacy (Windows 2000 / 2003) Server environments.• Managed implementation of new VoIP systems architecture, surpassing operational objectives.• Coordinated installation of servicing customer care call center, enhancing customer retention and service utilizing virtual desktop technology producing $14k/month savings.• Prepared and executed maintenance request documentation utilizing Blueprint for new and existing software and systems, ensuring on-time and on-budget installations.

• Supported multiple projects following the systems development life cycle (SDLC), providing system enhancements and new products.• Served as business liaison between line management and technology project management teams, guaranteeing client and business needs were satisfied.• Wrote and reviewed requirements with Project Team, combining technology and business goals with operational needs.• Prepared status reports and budget analysis for senior management.• Coordinated efforts with business, IT and project managers, prioritizing implementation of deliverables, developing comprehensive operations and post-implementation validation strategies.• Managed data capacity planning, communicating technical resource needs for multiple projects.• Defined project management critical path, determining dependencies for complex projects.• Performed quarterly quality assurance audits of project documentation, ensuring compliance with business standards.• Rewrote process, procedure and systems manuals for efficiency, repeatability and improved understanding.