Migrated global call centers across the business from 8x8 to Amazon Connect.Utilized Terraform, Github and Terraform Enterprise for deployment to withhold to our Infrastructure as Code requirement.Implemented data dips into Service-Now by deploying Cloud Formation stacks in AWS. By doing this I was able to leverage Service-Now to get caller ID information to be able to identify employees, provide personalized greetings and route them to appropriate queues based off of specific user attributes.Deployed s3 buckets with life cycle policies and utilized KMS encryption.Integrated Lambda functions into Amazon Connect and DynamoDB.Created customized webpage that utilizes Kinesis streams, DynamoDB, Amazon API Gateway and CloudFront, allowing for a low latency global web page.Deployed SAML authentication to Azure Active Directory for Amazon Connect.Monitored deployed resources through Cloud Watch.Used AWS CLI to deploy/manage AWS resources.Created customized IAM policies, policy documents, and roles in AWS through Terraform.

Currently manages 5 teams totaling 45 people. The teams consist of the Manila Service Desk, US Service Desk, Remote Support, Remote Hardware Support and Desktop Support.Helped launch a new cloud-based telephone system in a global call center. Providing 24/7 global Service Desk coverage for CBRE. Including setting up the tenant with users, permissions, and creating the IVR scripts.Established a new training system. Which directly resulted in an increase of efficiency and technical knowledge of new employees.Responsible for both reporting analytics and improvement/development plans for all my teams.Currently is a Global Knowledgebase Admin. Helped standardize all knowledgebase articles globally. As well as publish all verification processes globally as part of a restructure due to a recent acquisition.Established a Follow the Sun approach allowing calls to be diverted globally ensuring end users can reach technical support 24/7. This includes standing up a Service Desk team in Manila to help field and handle calls.Piloted and directly managed our CBRE Digital and Technology Kiosk allowing quicker resolution to user’s issues and requests.

• Service 70,000+ employees globally.• Responsible for both managing inventory of and reimaging machines for 35+ IT Analysts.• Took ownership and resolved escalated incidents from level one Analysts.• Responsible for all training of new hires as well as any re-training of current Analysts.• Held WebEx training class for up to 10,000 employees for use of Service-Now ticketing system.

• Assist with multiple desktop and mobile systems including Windows, Android, Apple, and BlackBerry devices.• Create incidents accurately for each call as well as monitor email queue.• Consistently created and ran P1 calls using ITIL workflow charts provided by management.• Responsible for training of all new personnel.

• Responsible reimaging all desktop computers on location.• Responsible for low level formatting and decommissioning servers alongside Senior Engineer.• Deployed and upgraded hardware as needed to ensure productivity.