- Developed a strategic vision including implementing automation into daily tasks that align with organizational goals and industry best practices.- Lead the optimization and standardization of IT Operations processes, enhancing workflow efficiency and minimizing operational bottlenecks.- Oversee ServiceNow data flows and forms for the team to ensure the capturing of relevant data to minimize follow-ups needed.- Manage team dynamics and accountability, fostering a high-performance culture that aligns with organizational objectives.- Identify and address administrative needs, providing strategic analysis and recommendations for continuous improvement in work measurement and performance standards.- Coordinate with relevant stakeholders such as Incident Management, Change Management, Problem Management, HP NonStop Engineering and the Command Center fostering collaboration across departments.- Oversee the precise execution of change requests and resolution of incidents, according to change management and incident management best practices.

- Supervise daily responsibilities and evaluate the job performance of 20 remote associates including onshore and offshore resources.- Develop and implement procedures to effectively utilize department resources, ensuring streamlined operations and maximizing efficiency.- Complete and conduct employee hiring, termination, and performance reviews, contributing to the development of a high-performance team.- Oversee and coordinate all projects requiring department input and resources, ensuring effective collaboration and resource utilization.- Identify administrative needs and develop solutions or recommendations to enhance operational efficiency.- Keep management fully informed of all situations involving actual or potential problems that could jeopardize job-processing guidelines, ensuring transparency and timely reporting.- Follow directions for the implementation of new projects and perform other duties as assigned, ensuring adherence to supervisor directives.

- Created and actively maintained 12 Standard Operating Procedures by documenting critical team processes accompanied by a tracking system to ensure annual updates- Developed an extensive Job Qualification Standard (JQS) for two teams to serve as a two-year training program for all members- Owned 8 supplier relationships (27 engagements) by facilitating bi-annual business reviews, completing Exit Strategies and annual SOC Report Evaluations, and acting as a liaison to the Raymond James IT Department- Interviewed, onboarded, and trained nine new associates- Rebuilt, migrated, and maintained three team SharePoint Sites- Gained $30,000 in supplier support for six major Raymond James sponsored charitable events- Primary point of contact for all outbound communication, team philanthropic events, and all Supplier Risk related correspondence

- Completed a 9-month training program designed for entry level associates to further develop leadership, communication, and professional skills while learning more about the IT and Finance industries- Completed 2 certifications and over 15 courses to develop the necessary skills to be a qualified business professional and analyst- Established working relationships with IT executives to understand the IT landscape and Raymond James' strategic imperatives- Analyzed opportunities of integrating backend infrastructure with one of Raymond James' subsidiaries on a 7 month discovery project- Volunteered over 35 hours to support Raymond James charitable events

- Established and developed business relationships with C-Suite executives from Fortune 500 organizations to provide an outlet for bench-marking, collaboration, and purposeful connections at the Chief Data Analytics Exchange- Investigated industry trends to identify the best executives to present the successful strategies they have implemented within their organizations- Engaged with executives through informational calls and emails to encourage their attendance at our unique invitation-only exchanges- Optimized processes by creating templates and scripts for email, LinkedIn, and calls, while providing feedback to the Delegate Acquisition team for further improvement

- Conducted over 100 tours, impacting nearly 750 prospective students- Engaged with prospective students and families to present the value of WSU and answer questions

- Assisted with preparations for over 10 major campus events sponsored by the Office of Admissions- Engaged with prospective students and guests on a daily basis- Responsible for recruiting, interviewing, coordinating, hiring, and training 12 new tour guides

- Provided customer service to guests by addressing issues and providing guidance on inquiries- Acted as a liaison to the Housing and Residence Life Office- Maintained a clean, secure, and welcoming environment

- Led a Living Learning Community: a sub-community of the freshman dormitories focused on a specific interest- Planned and coordinated 15 events to create a welcoming community for freshmen, connect them to others with similar interests, and provide academic support- Acted as a liaison to the University and Office of Housing and Residence Life- Managed a budget of $2,000 to be used for marketing and event planning

- Customer service support, including enabling bowling and addressing issues- Maintained a clean, secure, and welcoming environment- Trained 3 new employees on proper processes and company values- Coached kids ages 5-15 on bowling techniques and strategy

Project based construction company specializing in cabinetry and wood work for commercial and residential properties- Served as lead subcontracting team for 5 commercial remodels- Utilized project management, budgeting, and communication skills