Assist in the management of 18 properties.* Calculate costs, depreciation, taxes, and profit goals.* Reviews contracts with tenants by negotiating leases; collecting security deposit.* Accomplishes financial objectives by collecting rents; paying bills; forecasting requirements; preparing an annual budget and scheduling expenditures* Maintains property by investigating and resolving tenant complaints and completing repairs; planning renovations; negotiating with contractors * Maintains building systems by contracting for maintenance services; supervising repairs.* Responds to emergencies.* Prepares reports by collecting, analyzing, and summarizing data and trends.

ITSM and SPPM Project Coordinator delivering project support to the Process Owners during the build, design and delivery of the ServiceNow Simplify ITS project .  Liaison between the external vendor and Process Owners to ensure alignment of requirements and resolution of defects for their end-to-end processes.  Coordinate the tracking of future enhancements and business requests to support during run-mode.  Analyze and document client's business requirements, processes and communicate accordingly. Create test scenarios and test plans to be used during testing to verify client requirements are incorporated into the system design and assist in analyzing testing results throughout the project.

* Ability to Deliver Instructor Led and/or Hands-on training via face to face or virtual training* Deliver an engaging and animated classroom training experience* Train and guide new trainer in a train the trainer approach in support of upcoming deployments* Capture knowledge and share knowledge in simplified form* Transform/translate content into engaging, interactive, and effective content for both in person and hands on training.* Develop course materials to diverse audiences on a global scale.* Work with a cross-functional team, program liaisons, subject matter experts and other stakeholders to ensure learning and development needs are aligned with the client's business need* Collaborate with vendors and local eLearning teams for translation, testing and publishing of training materials* Develop how-to product and roll-out Support* Update content to ensure accuracy of the course content and use of functionality for relevancy of course offerings and the creation of Training Plans and Storyboards* Analyze and improve technical documentation for use in training and support as needed* Perform basic project management for assigned training projects* Multitask in order to fulfill the needs of various application deployments that may take place simultaneously

Managed daily production support and enhancements for SAP Solution Manager 7.1 application within the Global SAP Solution Center (GSSC) supporting over 150 on and off-shore technical resources. Defined, documented, monitored and tracked organizational compliance metrics for incident management, defined processes, leveraging SAP and process expertise to facilitate projects and assisting project managers in SAP implementation, enhancement, incident management and production processes.  Managed one off-shore SAP functional staff member. Tracked major enhancements within the SAP framework, facilitating the transition and knowledge transfer from development to Business as Usual (BAU) offshore teams prior to release into production.  Transitioned the Password Reset tool from the legacy Solution Manager System to the new 7.1, improving functionality for over 17K users. Led the development of the PPM process for entering and tracking projects, as well as the design for new Qlikview reports allowing senior management visibility to all projects.

Delivered direction, production support and project coordination for SAP Solution Manager 7.0 (ITSM/ChaRM) utilized for change management and tracking through the managed systems of the nine SAP landscapes within GSSC. Defined incident management processes for GSSC support and IBM managed services teams, providing production and project support to over 20K global SAP users. Provided strong leadership for three functional team members who support day-to-day production support. Accountable for timesheet, vacation and expense approvals. Create employee development plans, provide coaching and address disciplinary and employee concerns.  Provided incident management process and compliance training to the Super User community and the GSSC. Spearheaded the transition from an external, vendor managed Help Desk to the existing AIG global help desk, defining requirements and training 100+ agents in providing Level I support to the 17K members of the SAP user community, ultimately saving $450K in expenses by eliminating the external helpdesk. Coordinated the installation of Solution Manager 7.1 with an external vendor and the design/implementation of the change management and incident management functionality for use by the GSSC.  Designed layout for an intake request form to allow business process owners the ability to submit, track and report on AIG corporate ticketing tool (ServiceNow), assisting in front-end system design. Refined and updated the internally developed password reset tool, collecting and analyzing user feedback to develop tool redesign requirements and facilitating the user acceptance testing and reducing Help Desk password reset calls by more than 80%.

Promoted to and served as the senior request management support team lead with full accountability for all aspects of daily production support and incident management within the service operations team. Defined the change management processes for over 100 SAP Center of Excellence team members supporting over 11 ECC and BW applications. Supervised a team engaged in the coordination of production change deployments and defining criteria for senior management and internal governance team approvals. Coordinated the development, building and launch of an internal department website. Designed the front end of the newly implemented SharePoint application, leading change management processes during the migration of 5GB of data to the application, and serving as the SharePoint site administrator for content migration and overall site maintenance/support. Directed the design and implementation of the SAP COE website and published the SAP COE newsletter.

Accurately compiled, maintained and tracked business processes, audit requests and communications related to business requirements, controls, reporting and analysis. Supported commercial insurance SAP collection and disbursements project teams and processes. Provided multi-layered project team assistance and support through project tracking, workflow analysis and gap/fit analysis of current SAP systems/processes within the SAP FS-CD environment.

Planned and led the delivery/support of a web-based residential and commercial property valuation product portfolio within the US and Canada. Retained full accountability for overall project success. Managed issue resolution and change management. Planned and monitored all aspects of multiple, simultaneous deployment and upgrade projects.  Assisted in launching over 40 SaaS based websites and worked with new clients to develop customized solutions that enabled clients to quickly launch their new site to production.  Performed end-user training and provided timely production support.  Accurately documented and facilitated the introduction of new client-specific features into existing products, capturing business requirements and developing detailed specifications. Implemented, supported and wrote business cases for the introduction of ExpressLync, a web services tool used in automating the transmittal processing of data between a client’s Intranet and web-based applications. Recognized for facilitating the successful launch of new Residential Component Technology (RCT) and BVS Express products into the marketplace.

Advanced to provide leadership and framework and ensure the upgrade and replacement of technical infrastructure throughout the Legal Affairs Department to support company’s standardization efforts. Coordinated efforts to deploy new servers, printers and user services across the Department. Introduced new processes, procedures and standards throughout the department to increase efficiency and capability. Spearheaded the introduction of Project Management templates to enhance user integration and standardization efforts. Collaborated in developing a Web-based Exemption site for tracking hardware, software and Managed Work Environment requests.

Additional experience demonstrated within project and program management, consistently exceeding all critical goals and objectives leading to numerous positions of increasing responsibility and scope. Key roles include Infrastructure Analyst and Lead Deployment Project Manager for Electronic Data Systems (EDS). Member of team accountable for planning, designing and implementing network infrastructure solutions for the Immigration and Naturalization Service (INS), insurance, publishing, legal and banking clients. Analyzed client’s requirements and researched, recommended and implemented network and desktop environments to ensure appropriate delivery of services to users.  Built, deployed and configured servers, desktops and peripherals and designed, delivered back-up / recovery, firewall, security and Email and internet solutions.  Provided 3rd level support for all hardware, software and networking issues and trained technical team members and clients on technology usage. Assisted in the implementation of a Border Patrol system to allow INS to monitor illegal activities at multiple border locations. Selected as IT Manager to administer, optimize and enhance LAN / WAN infrastructure for the EDS Legal Affairs department. Provided optimal support for up to 600 users across Novell Netware and MS Windows NT environments.