• Managed Services Account BCP: Led annual end-to-end implementations of managed services and SaaS account business continuity planning. Contract analysis, evaluating BCP obligations, conducting business impact analyses (BIAs) and risk assessments, establishing emergency governance, creating recovery strategies, and conducting training and drills. Collaborated with Amdocs teams globally to align with ISO 22301 standards.• Corporate Business Continuity Planning: Managed annual end-to-end business continuity (BC) activities, including global BIAs, facility risk assessments, and BCP documentation at all levels. Conducted annual training and drills for European, Israeli sites, & oversaw Americas and APAC sites. Completed 8 post-merger integrations, aligning with ISO 22301 standards. • COVID Pandemic: Led daily regional meetings with facility, HR, and IT managers to address employee needs. Collaborated with Global BCM Manager and executive management on pandemic progress and global impact. Continuously tracked global vaccination procurement, progress, eligibility, and new case trends in Amdocs’ operating countries. Primary focal for Back2Office tracking and monitoring attendance to comply with government regulations. • RFI/RFP/Contracts: Responded to customer RFIs and RFPs, guided security business partners on contract verbiage for new accounts and projects, and served as the local BCP knowledge source.• ISO 22301 Audit Preparation: Successfully led the 2023 ISO 22301 recertification with no audit findings.• Team Awards: Winner: 2020 Best Covid-19 Initiative, Global Carrier Awards; 2021 Program Leader of the Year – Private Sector, DRII; 2017 Resilience and Continuity Team of the Year, BCI, 2016 Awareness Award: Strategy & Initiative, DRII; Finalist: 2022 COVID-19 Response & Recovery of the Year, DRII; 2021 COVID-19 Response and Recovery of the Year, DRII; 2020 Team of the Year, DRII; 2019 BCI Americas Awards: Team of the Year

See description above for Business Continuity Team Lead role.

• Remote Technical Support: Assisted managed service customers with hardware and software issues. Demonstrated strong independent work skills, leading to additional responsibilities, including improving and creating documentation for procedures.

• Customer Service and Support: Supported SaaS customers of social media analytics platform, handing software support, billing support, onboarding, demoing of platform, making efforts to upsell and reduce churn; Qualified new signups, cancellations, prepared sales videos, scripts in an effort to increase company revenue.• CRM System Evaluation: Evaluated CRM systems such as Salesforce, Pipedrive; Utilized software such as Slack and Trello for communications internally and Intercom externally with clients.

• Emergency Preparedness and BCP: Planned and implemented data backup protocols, remote access procedures, emergency evacuation locations, and BCP documentation. Managed and tested the emergency notification system, employee information phone line, and website.• Service Desk Management: Led the IT Service Desk for 300 employees, providing solutions and delegating tasks. Oversaw a major Help Desk reorganization and implemented a new issue tracking system.• Management: Managed IT processes for new hires, terminations, and transfers, and handled desktop and laptop setups organization-wide.• Auditing: Worked closely with Internal Audit on Japanese Sarbanes Oxley (JSOX) corporate IT compliance.• Hardware and Software Upgrades: Managed a team of engineers for company-wide upgrades to Windows XP/7 and Office 2003 with minimal downtime to employees.• Negotiation: Arranged contracts, purchase and licensing agreements with vendors, supplier, and service providers (examples: Microsoft Enterprise Agreement, Adobe licensing, Network Solutions domain services, etc.)• Reduced costs: Saved company 40% in annual costs of emergency broadcast system contract, 50% in off-site data storage charges, and $50,000 through alternate PDF software solution during Windows 7 upgrade.• Training: Educated company employees in Microsoft Office and Windows, PeopleSoft Projects module.