As part of the $175M IT services contract between IBM and Navistar, a $10B vehicle and engine company specializing in heavy-duty trucks and buses:- Managed the Service Desk, which handled approximately 12,000 contacts per month- Managed Distributed Operations service, which consisted of providing support and asset management of approximately 8,500 computers and 200 servers located across North America.- Achieved contractual SLRs while improving profitability and customer satisfaction. - Led global teams in resolving high severity incidents impacting all of Navistar’s IT services. - Implemented a contractually required asset accuracy KPI, and improved results from 69% to 95%- Led efforts to upgrade over 3,000 Navistar PCs to Windows 7, reduced misrouted tickets by 30% through improvements in knowledge management.- Received ‘Manager’s Choice Award’ in 2014 for a successful transition of services to Navistar- Received a ‘Deal Team Award’ for assistance in dispute resolution, which led to contract extension.

As part of the $130M IT services contract between IBM and Case New Holland (CNH), a $34B agricultural and construction equipment company:- Managed the Customer Service Center, which handled approximately 3,500 contacts per month- Managed Deskside Support Services and Asset Management for approximately 10,000 PCs. - Managed the overall Incident, Problem, and Change (IPC) Management using ITIL v3 foundation.- Led root cause analysis and ensured corrective actions were implemented. - Achieved contractual service level agreements and financial targets. - Led global teams resolving high severity incidents impacting all of CNH’s IT services. - Implemented and maintained asset processes which improved accuracy and led to client’s payment, which had been previously denied. - Received a ‘Delight the Customer’ award and was rated as a Top Contributor, (top 10-15% of IBM employees) in 2009.- Managed the transition of the Customer Service Desk from the US to India, mitigated all initial concerns, and returned service delivery back to previous customer satisfaction levels.- Led the transition from previous IPC tool to an ITIL v3 certified system.- Led migration of services to IBM Italy in response to contract restructuring

While leading a global team of analysts responsible for managing the forecast, scheduling, and schedule adherence of approximately 3,000 Help Desk agents, which received contacts from over 100 IBM clients delivered using Aspect’s eWorkforce Management:- Managed the transition for all new customers to ensure tools and services were implemented- Led the project to deploy a new user interface as well as developed and delivered training- Rated as a Top Contributor (top 10-15% of IBM employees) all four years in this position.- Implemented standard tools and services for EMEA, India, and Latin America. - Implemented various continuous improvements to processes and reporting

While leading a measurements consolidation project to deploy standard reporting for IBM teams managing the Service Desks for over 100 of IBM’s clients:- Gathered data requirements, ensured reporting consistencies and data integrity- Created and managed BrioQuery (SQL) reports, including process control charts relying on Six Sigma methodology- Rated as a Top Contributor (top 10-15% of IBM employees) in 2004. - Led efforts to ensure product became IBM's global reporting tool for performance and financial measurements

As the Analyst for Customer Service Center’s located in RTP, NC:- Gathered data to develop and deliver reports to management in a timely and accurate manner- Performed data analyses for quality assurance as well as analytical consultation- Rated as a Top Contributor (top 10-15% of IBM employees) in first full year with IBM.