• Developed IT Service Management Manuals from existing to modernized state. Re-engineering and documenting ITIL workflows: verbal denotations, red-lining, refined Roles and established a RACI matrix, curated training in collaboration with assigned ITIL Practices Owners for Change Management, Cyber Operations and with IT Finance Product Owners. • Managed Process Transformation documentation lifecycles as a project from Initiation, Planning, Execution, Monitoring, and Controlling… Show more • Developed IT Service Management Manuals from existing to modernized state. Re-engineering and documenting ITIL workflows: verbal denotations, red-lining, refined Roles and established a RACI matrix, curated training in collaboration with assigned ITIL Practices Owners for Change Management, Cyber Operations and with IT Finance Product Owners. • Managed Process Transformation documentation lifecycles as a project from Initiation, Planning, Execution, Monitoring, and Controlling Closing. • Consulted during Strategic Planning providing guidance for the revitalization of an IT Service Governance organization, identifying design factors, conducting maturity and risk assessments, aligning roles, and implementation tasks utilizing COBIT 2019 Governance Framework. • Evaluated, created, and maintained IT Services process maps and stakeholder matrixes. Aligned Service Component Providers to Process and Business Owners during Service Transition activities to drive quality standards. • Developed the Organizational Change Management role criteria, interview questions and conducting technical interviews and recommendation for qualified candidates. • Managed and developed a MS Share Point collaboration site, defined access control, document and data integrity, authority hierarchy, and the overall collaboration site policies. Created reports and related document repositories for internal and external users. Employed a set of standards that fostered adherence and compliance to policy and delivered a consistent User experience.• Analyzed Service Performance metrics developed and definitions for reporting parameters. Customized Dashboards for various consumers, agents, users, executives utilizing defined Access controls and ServiceNow configuration requirements.• Coordinated and conducted Service Review meetings, presentations, webinars, and working sessions on IT Business Management tools, ITSM practices, policies, and procedures. Show less

I discover untapped business capabilities by engaging closer to the customer, understanding team practice and culture, connecting our evolving vision and benefits to customer outcomes, and helping customers deploy our ITSM solutions through a discovery driven consultative approach. I perform and support the implementation, configuration, and integration of Microsoft products into the customer ecosystem to support high velocity IT workflows. I thrive at demonstrating thought leadership to frame… Show more I discover untapped business capabilities by engaging closer to the customer, understanding team practice and culture, connecting our evolving vision and benefits to customer outcomes, and helping customers deploy our ITSM solutions through a discovery driven consultative approach. I perform and support the implementation, configuration, and integration of Microsoft products into the customer ecosystem to support high velocity IT workflows. I thrive at demonstrating thought leadership to frame the customer's strategic direction, propelling our customer's team past their hurdles, unlocking additional value for the Enterprise and bringing outcomes into full focus. I utilize my knowledge and experience in the area of IT Service Management to deliver value through prescriptive insights and methodologies.• Deliver Microsoft Modern Service Management (MSM) engagements including workshops, assessments, support programs and other Premier services• Deliver high quality engagements in both large-scale project environments and smaller, single staffed engagement models• Engage in IT and business executive discussions related MSM principles and practices, Digital Transformation, and overall IT Operations• Transfer knowledge and share best practices with team members to help enhance the quality of engagement delivery and the customer experience to enable digital transformation• Participate in Microsoft communities, evangelize MSM, and contribute to Intellectual Property• Establish effective working relationships with cross-area project teams and work through appropriate escalation channels when necessary• Work to drive consumption of Microsoft cloud-based technologies in customer account environments Show less

Agency Account Management responsible for the following:• Overseeing customer satisfaction––collecting monthly DCS satisfaction survey (scorecard) responses––interpreting and relaying feedback––providing responses and action items for all issues• Ensuring regular DCS Communications with customer executives and leadership• Facilitating success for key projects and programs with a strategic, cost-effective focus monitoring program and project variances.• Conducting… Show more Agency Account Management responsible for the following:• Overseeing customer satisfaction––collecting monthly DCS satisfaction survey (scorecard) responses––interpreting and relaying feedback––providing responses and action items for all issues• Ensuring regular DCS Communications with customer executives and leadership• Facilitating success for key projects and programs with a strategic, cost-effective focus monitoring program and project variances.• Conducting Technology Program and Portfolio Planning Reviews, incuding Hardware and Software refresh andServer Consolidation / Decommissions• Providing Demand Management for Database as a Service, Remote File, Request for Solution Forecasts, and new services Show less

Technical Account Manager escalation resolution SME for Dell enterprise service delivery and technical support services, practices, principles, and processes per assigned account. Built and sustained IT business relationships, aligning the scope of the Dell IT services consumed to related support services level agreements. Educated customer IT staff translating product and services capabilities into quantifiable measurements to define a Return of Investment. Created… Show more Technical Account Manager escalation resolution SME for Dell enterprise service delivery and technical support services, practices, principles, and processes per assigned account. Built and sustained IT business relationships, aligning the scope of the Dell IT services consumed to related support services level agreements. Educated customer IT staff translating product and services capabilities into quantifiable measurements to define a Return of Investment. Created standard operating procedures (SOP) artfacts sorted into industry types, documented changes to business profile, service entitlements, support level agreements, solution designs and usage details within an ITBMs tool Salesforce and Remedy. Detailed workflow patterns to create process diagrams to facilitate technical support processes. Mapped organizational units in RACI format identifying and associating critical business functions to IT services and its related applications to identifiy business impact and isolate potential point of failures. Composed business impact assessments during major incidents and escalations resulting from inconsistent support quality, and major service disruptions. Transparently communicated incident status, reporting progress early and with integrity. Initiated post incident investigations and fault analysis guiding crossfunctional teams to ensure process adherence. Oversaw multiple high-risk IT deployment projects, guided customer planning, assigned prioritizied incremental tasks to accomodate the projects. Provided insight into risks, monitored major and minor environment changes, promoted the Dell product development cycles, issues and defects to recommend mitigation options. Managed churn sustained favorable NPS and CSAT ratings. Produced a 28% growth in business revenue 90% retention, exceeding the prescribed quota for services and hardware GP on assigned accounts within the Large Enterprise High Complexity Account Portfolio. Show less

Provided L2 Enterprise level IT support, incident management and resolution, advanced level remote administration of Dell branded IT solutions in complex configurations, and problem analysis for the Fortune 100 large enterprise customers. Accurately fixed issues raise by L1 conveying professionalism, technical acumen, patience, confidence, and courtesy.Proficiency using a variety of diagnostic tools to triage systems, security, alerts, and events. Accurately troubleshoots simple… Show more Provided L2 Enterprise level IT support, incident management and resolution, advanced level remote administration of Dell branded IT solutions in complex configurations, and problem analysis for the Fortune 100 large enterprise customers. Accurately fixed issues raise by L1 conveying professionalism, technical acumen, patience, confidence, and courtesy.Proficiency using a variety of diagnostic tools to triage systems, security, alerts, and events. Accurately troubleshoots simple to complex network architectures using PING, IPCONFIG, TCP/IP, TRACEROUTE, ARP, Wireshark, Netstat, and OSI or 7-layer model as a guide. Diagnostic tools deployment, firmware updates, OS installation, advanced hardware and software configurations: HW & SW RAID, NAS and SAN disk allocation, user and access, physical and virtual networking.Certified on Dell enterprise class hardware: PowerEdge rack and blade servers, back- up and storage solutions such as Power Vault NAS disk arrays and tape backup units, EMC Clarion and Dell Compellent SAN arrays. Continuous learner solves complex solutions, leverages vendor partner defined troubleshooting methodologies to triage non-Dell systems i. e, Juniper, Brocade and Cisco routers and switches.Industry certified and operates as a professional at advanced proficiency using: Microsoft, UNIX, Novell, RedHat, VMware, and the variety of Linux Kernel distributions. Recognized and awarded for being a leader and a mentor for new employees. Consistently ranked as a top 10 performer meeting and or exceeding monthly metrics such as fix on first call, number of incidents resolved per shift and customer satisfaction. Executed time to resolution of incidents at a measured 10% faster rate than the team average and delivers well thought, clear-eyed and time driven technical resolutions. Show less