Leadership of operational support organization for North America, utilizing local, regional, and global resources to deliver IT services to the business. Manage global projects that add value to the company by providing new capabilities or enabling cost savings.• Successfully transitioned the organization to Skype for Business for global audio and web conferencing 3 months ahead of planned completion, resulting in over $100k of unplanned savings.• Led technical team to finalize a Windows operating system image and deploy tablet devices to approximately 200 Europe sales force users.• Manage outsourced IT partner to provide 24x7 Service Desk, Network, and Computer Management services within established Service Level Agreements and Customer Satisfaction Survey results.• Manage the end-to-end computer life cycle for over 2000 devices, from budget preparation to hardware disposal, including supervision of computer technicians providing desk side computer support.

Technical authority as a member of the Mobility Center of Excellence providing overall industry best practice mobile architecture guidance to Information Management and business units.• Led the launch of the Enterprise App Store for the global organization and launched at least 1 new app every month following the launch.• Developed and socialized the 2-year roadmap and strategy for global mobility with Information Management senior leadership.• Solicited new ideas for mobile apps from Information Management, business leadership, and users, and implemented according to the agreed to plan.

As a part of the Service Delivery organization, provided Incident, Request, Change and Problem Management support for several critical global platforms and applications. Participated on project teams to design and develop new or improve enterprise systems.• Instrumental in the formation of the internal application development team and quickly transitioned support from a 3rd party service provider ahead of schedule, with less headcount, enabling unplanned cost savings.• Negotiated and closed a software maintenance agreement resulting in a 66% reduction from list price.• Participated as technical lead to implement an FDA validated application on the SharePoint platform, receiving 0 incident tickets during the stabilization period.• Delivered several business enhancements and break fix releases to multiple FDA validated applications.

Led a sub team of the Global Application Services organization to provide superior support for critical Marketing, Sales, and Call Center applications. • Oversaw activities and work distribution for a sub team of up to four application support team members.• Participated as technical lead in all phases of the application life cycle for newly implemented systems.• Quickly and methodically coordinated the transition of many legacy applications to the sub team to provide ongoing steady-state support.• Diligently maintained application support profiles to ensure high quality and efficient support provided to the business.• Managed IT services provider and third party vendor resources to resolve incidents, apply changes, and address problems, including root cause analysis and corrective/preventative action.

Led diverse project teams to design, implement and support technology solutions that enabled streamlined and standard business processes. Introduced positive change to the global organization by influencing leaders and peers.• Led the global project team to design and implement a standard voice over IP call center solution for consumer call centers in 4 countries.• Spearheaded the project team to replace the disparate call center Quality Monitoring systems used with a single standard global solution.• Re-established 5 business partner connections and interfaces by effectively managing external vendor and IT service provider resources.• Turned around a behind-schedule file share migration project with only two weeks before a $1 million penalty deadline.

Designed, constructed, and supported systems that met business requirements and provided for streamlined and consistent processes. Supported various business teams by participating on projects to deliver global solutions. Consistently met aggressive project deadlines.• Identified and provided C#.NET programming support for a productivity initiative that provided over 1000 hours of annual productivity savings.• Helped deliver 2 significant upgrades to a global .NET desktop application within 1 year.• Designed and constructed a common PL/SQL load process to transform and load files from external vendors, each containing over 1 million rows, into an enterprise Oracle database.

Supported diverse business teams by providing testing and operational system support. Responsible for the support of a major sales system. Utilized SQL to query various Oracle databases and provided business critical reporting needs to clients.• Implemented the use of a Business Objects report scheduling tool that automated, streamlined, and standardized report generation for clients, resulting in 200 hours annual time savings.• Provided innovative PL/SQL and UNIX scripting development support on a critical project.• Led a successful project to design and implement a Plumtree Web Portal Community.