Responsible for co-managing and supporting a team of up to 19 product owners who administer 8,500+ 3rd party applications and growing. Support includes: vulnerability remediation and tracking; patch verification and initiation; strategic defining and roadmap publication; publishing product lifecycles and usage standards; baseline configurations; cross-functional support; product point of contact and ownership of user consumable product options to maximize the product’s use and reduce any related risk, inherent or otherwise.• Completion of an aggressive OCC MRA audit for patching and lifecycle verification across all 3rd party products within our application ownership.• Running simultaneous projects while successfully achieving milestones within each project platform.• Creation and solidification of multiple processes by adding efficiencies such as a collaborative project intake, testing and implementation framework and a working items spreadsheet that tracks product owners BAU tasks, KPIs and project list with reportable status. • Contribute to product owners year-end reviews.• Leadership input and advisement to direct report• Resolution of team technical escalations• Interim product ownership of 489 products

Led technical team of up to 10 full time employees supporting 6,500 plus assets, 1,600 plus printers and supporting 209 plus servers with more than 209 remote and local offices throughout the United States. Support included level two and level three end user break/fix, level two and level three application break/fix, virtual machine administration, real estate office openings, closings and relocations, asset management inventory responsibilities, disaster recovery and release management compliance duties. • First business line within RBC to successfully migrate all IBM desktops and laptops to Windows 7 from XP including next day support and assisting in application issue remediation within allotted schedule and budget.• Upgraded over 3,500 end-of-life local and remote desktops two months ahead of schedule staying under budget• Upgraded 1,075 local and remote end-of-life printers four months ahead of schedule and keeping within budget• Achieved 100 percent compliance on desktop patch management standards• Led on average 18 real estate projects per year for onsite resources and an average of three remote support. All project completed within required business time lines

Led technical team of 7 full time employees who planned, implemented, and operated telephone platform including Cisco Call Manager – VoIP, Unity voice mail, UCCX (Unified Call Center Express), Turrets and HOOT and HOLLAR, including day to day data circuit support. Supported over 200 local and remote offices across multiple business lines totaling over 7,600 registered devices. Responsible for all telecommunications within real estate projects including routers, switches, data and voice circuits, and IP addresses. • Upgraded all routers and switches within the Wealth Management environment within budget and given schedule• Upgraded the Cisco Call Manager platform from 4.X to 7.X without impact to the business• Championed overall process improvements leading to a 4% efficiency improvement• Mobilized and co-directed resolution of a major data center outage utilizing disaster recovery protocol and issue mitigation so that critical business applications were impacted less than four hours.• High level responsibility and accountability for all RBC Wealth Management infrastructure real estate projects for the data and telecom platforms• Championed new and assessed current support procedures to be as efficient as possible• Performed Human Resource responsibilities including on-boarding, employee mid-year and year-end assessment and personally driven employee touch points throughout the year• Direct support in creating related budgets

Provided metrics and analytics to management for a quick view on ticket count analysis, analyst engagement verification, service level agreement compliance percentage and miscellaneous management metric requests. Performed gap mitigation and lean process improvements. • Reviewed, on average, 10 processes yearly reducing analyst working time or end user waiting time• Analyzed ticket engagement reports leading to a better disbursement of work across the working team.

• Responsible for the daily operation, administration and support of the Wealth Management Cisco Call Manager (VoIP), Unity voice mail and UCCX (Unified Contact Center Express) systems including real estate, break/fix and Move/Add/Changes• Supported and monitored all data and voice WM Infrastructure circuits including off hours on-call support• Responsible for the timely success of the development, implementation, first day support and on-going support of real estate projects including vendor management, travel and a 100+ item task list• Accountable for supporting business items including, but not limited to: HOOT and HOLLAR, Turrets, wireless cell phone, video conference, billing, MS DNS, DHCP and miscellaneous projects

• Responsible for the download, printing, separation and mailing of end user trust checks used for automatic payments• Distribution of certain printed checks to local internal groups located on the floor• Miscellaneous projects as assigned by management