• Responsible for transforming IT services at BlackRock from traditional reactionary services to cutting edge technology driven proactive services that adds value to our customers.• Delivering proactive desktop monitoring tools such as NexThink, to enable our support staff to know more about our users' issues, before they even know they have them. Identifying and analyzing performance trends at a micro level on the desktops.• Brought in house the first Cognitive AI agent to BlackRock to support Service Desk functions as well as business use cases to add productivity to our staff and reduce operating costs. Built the team to support AI and form a Center of Excellence to insure its ongoing success and governance.• Develop visionary ideas around how AI can be used to support BlackRock, its staff and our customers.• Responsible for the following teams: Service Desk / Deskside Support / Desktop Engineering / Desktop Operations / Print, Mail, Copy / Service Management (Delivery)Manage a staff of 6 direct reports and 300+ staff providing support to roughly 15,000 employees globally.

• Hired to bring together 4 regional teams under one management structure and getting them to function as a single cohesive team. Breaking down barriers from several acquisitions and eliminating “legacy” processes and differences amongst these teams.• Responsibilities included Deskside Support and Service Desk, as well as negotiating with vendors on hardware and service contracts.• Negotiated a new contract structure for a Managed Service partner for Deskside services. Eliminated the “Managed Service” aspect of deskside and moved to an augmented staffing model, utilizing BlackRock managers which brought CWK’s and FTE’s closer together and operating as one team. • Improved the partnership between BlackRock and our Managed Services Partner to provide better service at our Helpdesk and improve the overall Customer Satisfaction ratings. Appointed managers to work closely with the team on the vendors side and update all documentation, continually monitor service levels and improve the escalation processes.• Improvements in customer satisfaction were realized in 2012 with an Employee Opinion Survey result - increasing customer satisfaction with Technology from 60 out of 100 in 2011, up to 81 out of 100 in 2012. Rating has since been successfully maintained.

Head of End User Computing for Americas offices of RBS: comprised of Desktop Support, Service Desk, Systems Access Management and Wireless Support teams.Manager: Desktop Support, Helpdesk, Systems Access Management and Wireless Support (currently 41 F/T employees and 11 F/T contractors); Developed the role of End User Computing for the Americas by bringing these teams together under my management.Leading the build-out of Helpdesk and Systems Access Management functions within a new RBS Americas support center in Taylorsville Utah. Recruiting 10 staff members, implementing a training and support strategy to ensure the most productive and cost effective implementation of the Utah teams. Utilizing Utah and Stamford teams jointly to ensure continuity, as well as an extended support day across multiple time zones.Responsible for the implementation and execution of a "Follow-The-Sun" and "Cross Regional Support Model" from an Americas perspective for our Service desk and Systems Access Management teams. Working with the UK and Asia to enable 24 x 5.5 coverage for all our users.Responsible for purchase, installation/configuration and adoption of Quest Password Manager software as the standard method of User Verification for phone requests and as a tool for users to self-service manage their account (password reset/unlock).Manage spending for my departments under 2 cost centers, as well as budgets for projects.Project manager for several consecutive cross company IT initiatives.

establish and support remote offices (currently 13) across North America utilizing my New York team.Manager: Desktop Support, Helpdesk, Datacenter Operations, Voice Services. All brought together under my management to form the North American IT Customer Services group.Responsible for the execution of a Relationship Management program in North America utilizing Desktop Support and Helpdesk staff as RM's to the business units and remote offices. RM's are responsible for overseeing the business unit's satisfaction on projects, gathering feedback on a regular basis to highlight potential shortcomings and proactively addressing any outstanding issues.Implementation and administration of Desktop Fax software (Omtool's GeniFax), integrated with Exchange to save money and streamline processes for our Corporate Banking Operations.Manage budgets of 3 Cost Centers including tracking, monthly-quarterly reports and creation and management of special project budgets.Responsible for negotiating with vendors on hardware and service contracts.

designing and maintaining an Exchange infrastructure consisting of 2 primary servers and 2 contingency servers supporting 460+ employees.Datacenter Manager, managing a staff of 4 employees.Adopted RIM Blackberry as the corporate standard PDA and built the first Blackberry Enterprise Server supporting the initial test client group.

Provided Server support in an NT4 environment. Migrated all file servers from Novell to NT4.Provided desktop support to ~1300 employees as part of a team of 4. Supervised staff of 5 Datacenter Operators, managed schedules / vacations and delegated workloads.

Filled in for operations supervisor, supervising a staff of twelve; monitored and supported an "MVS/ESA" and "VM/SP" system in a multi CPU environment.Monitored and provided Help Desk/PC support for over five hundred branches worldwide.