Global Technology Operations executive responsible for transforming Equifax's technology operations which is inclusive of Availability, Customer Experience, Problem Management, Incident Management, Change Management, Disaster Recovery, Business Continuity, Compliance, Monitoring, Automation (self-healing; policy-as-code), Governance and global (follow-the-sun) Technology Operations Centers.Overseeing the Global Technology Operations transformation is paramount to ensuring the delivery of always-on services and a world class customer experience for all Equifax customers.

As part of the SkillStorm Senior Leadership Team, I was responsible for setting the strategic direction of the Operational Services Division. The Operational Services Division includes integrating processes and emerging technologies, service management engineering and execution, operational oversight, project execution and tool integration across many Monitoring and Service Management platforms.SkillStorms' services include: IT & Business consulting, Operational services, project outsourcing, and, through our Cloud Workforce Solutions division, an onshore managed service. SkillStorm Solutions area of expertise focuses on IT strategy, governance & compliance, project/program management, application development, systems analysis, quality assurance, data warehousing, business intelligence, mobility and cyber security.

Transformed multiple departments of greater than 100 direct and indirect reports and budgets of over $50MM to deliver scalable availability, service management processes and tools strategy across Allstate and Allstate subsidiary platforms while fostering collaborative environment amongst global virtual teams. Analyzed current and future people, process and technology needs to deliver superior maintainability, reliability, and scalability. Oversee the revitalization and efficencies of a global enterprise organization delivering service management processes, hardware and software asset management, configuration management, enterprises systems management, enterprise monitoring tools focused on delivering high availability and world class customer experience. Team with senior executive leadership, business stakeholders, vendors and technology partners to set long term strategy for enterprise availability and service management infrastructure and technologies. Guided all levels of infrastructure operations related to processes, procedures, and influential points of contact to meet objectives.Key deliverables: Rationalized and consolidated Service Management functions of multiple organization as part of massive transformation effort, delivering multi million dollar reductions Driving enterprise automation focused on automated deployments, process automation improving availability Develop and restructured Configuration Management methodology focused driving improved availability, reducing mean time to restore and overall costs reductions. Introduced enhanced availability measures focused on Successful and Failed Customer Interactions. Championed training initiative to educate key stakeholders regarding new program and corporate goals.

Revolutionized organization of greater than 20 direct and indirect reports and budgets of $5MM that was comprozed of Infrastructure support, Engineering and Operations, to deliver scalable service management processes, highly available environments and strategy across PayPal and Marketplaces platforms while fostering collaborative environment amongst global virtual teams. Analyzed future technology needs, enabling infratsrucre to migrate to a platform as a service as a service to deliver superior maintainability, reliability, and scalability. Oversaw creation and deployment of global operation policies and procedures as well as the supporting internal infrastruce. Teamed with senior leadership and other key stakeholders to set long term strategy for infrastructure and service technologies. Guided all levels of infrastructure and service operations related to processes, procedures, and influential points of contact to meet objectives.Key deliverables: Introduced new customer availability measure called Failed Customer Interactions. Championed training initiative to educate key stakeholders regarding new program goals, strategically achieving a 50% reduction. Preserved system integrity by improving online environment availability by 60% year-over-year after identifying critical problem areas.

Domain Operations/Availability Executive:Directed multiple national and international high-stakes direct customer facing platforms while exceeding employer and customer expectations, directing hundreds of associates and contractors in India, UK, South America, Singapore, Mexico and the United States. Led over 850 technical subject matter experts to provide 24/7/365 production support of one of world's largest Online Banking ecommerce sites.Key deliverables: Successfully implemented new technology solutions in over 10,000 customer locations, on time and within budget on behalf of numerous Fortune 100 companies.  Built synergies across teams and organizations to create environment of inclusiveness, transforming Operations/Production Support from business units into Technology and Operations organization. Managed teams of 850+ associates and contractors to reduce Failed Customer Interactions in high double-digit percent range— substantially reducing costs while improving net promoter scores and revenue growth. Invented several patents tied to automation, monitoring, integration and knowledge management, attaining significant savings throughout Technology and Operations organization.

The first Director of Project and Account Management for a start-up company in the Convergent Technology industry. Negotiated contracts, developed vendor relationships and was the direct interface with CNC’s largest customers. Management of these projects and relationships involved taking the lead role in coordinating the technical team’s staffing structure, service delivery processes, cost tracking and funds allocation. Additional requirements include developing and utilizing cost tracking tools for the entire company and corporate presentations on project status and customer satisfaction. Projects and accounts generated a significant amount of the company’s revenue and exceeded gross margin targets