Selected as a key strategist and visionary to architect a complete technology refresh across the global organization; drive out cost with a focus on solution delivery, governance and customer experience with a $20M+ budget.Major Achievements Architected complete technology refresh across global IT infrastructure to provide geographical redundancy and global scalability with increased reliability and expanded performance. $3M per year savings through deployment of global phone system; least cost routing. $1M per year savings by in-sourcing 1 million call/month IVR. Improved uptime by 21% for global network & telecommunications infrastructure by designing and deploying a completely redundant architecture achieving 99.9%+ uptime. 35% average performance improvement through WAN optimization. Reduced data center footprint by 50% with virtualization and blade architecture. Reduced billing errors and increased cost avoidance saving $100k annually through automated billing / telecom expense management system. 80% reduction in turnaround time for call center issues and requests through call center redesigns. 33% improvement in agent efficiency through integration of Cisco UCCE and UCCX with databases, Salesforce and Dynamics, API with Remedy and Calabrio. Vendor selection and vendor diversity for improved business continuity.Technology Leadership Contributions Collaborated with key business leaders to deliver a centrally managed call center providing expanded business efficiencies. Expanded Network & Telecommunications Team to a global shared services organization. Delivery of a global fax solution to provide faxing through email for future cost savings initiatives. Calculated ROI for global phone system taking advantage of least cost routing. Leveraging of global resources to provide added operational efficiency. M&A process improvements; defining timelines for integrations.

A senior level engineer providing vision for cost reduction, process automation and customer satisfaction. DMAIC Green Belt Certified ensuring quality-driven delivery. Major Achievements: Identified $150k per year savings through server/storage consolidations and technology refresh initiatives. Introduction of RHEL further reducing overall TCO across servers and applications enabling business growth and competitiveness. Reduced time to trouble ticket resolution by 35% through process improvement and automation. Delivered centralized secure third-party file transfer solution. Green Belt DMAIC Certification for significant reduction in vulnerability remediation time across the PNL setting new standards across the enterprise.Technology Contributions: Led design and implementation of new service desk problem tracking and resolution tool. Collaborated with key business units to architect and deliver IT solutions across several functions; 5 P&L's, 2,000 devices, 10k+ users. Created and maintained design documents for processes, procedures and new technology solutions. Automation of operational tasks including server deployments and virtual hosts, user ID creation and management, and metrics and reporting. Technical writer for proprietary call center application; included design and engineer manual, training documentation for all call center functions. Hiring team member interviewing potential candidates for Desktop, Server, Storage, Help Desk and Network Teams. Selected as Lead Technician for Midwest Region covering 7 locations in 4 states. Delivery of corporate broadcasting solution to provide CEO webcasts to all employees; live and prerecorded. Design and installation of remote access servers for secure 3rd party application accessibility. Design and deployment of LAN/WAN upgrade. Business Continuity process implementation and validation.