I lead strategic recruitment and onboarding processes, ensuring we hire top talent and integrate them smoothly into our team. I champion continuous communication and innovative problem-solving to navigate complex challenges. I define and track project KPIs, provide comprehensive team-level reporting, and manage incidents and escalations effectively.I work closely with senior leadership to align our operations with business needs and facilitate career growth through performance evaluations, training, and coaching. By researching and implementing operational improvements across the SDLC, I enhance our team's efficiency and customer satisfaction.I oversee customer communications during critical events, coordinate and participate in customer meetings, and ensure our service is both technically proficient and customer-focused. I raise awareness of customer-impacting issues and drive prioritization for resolutions. I also participate in disaster recovery exercises, coordinate and help plan end-user device upgrades, and advocate for customer requirements.I implement and support changes to achieve project goals, coordinate UAT for our Team Management App, and use Azure DevOps for work item coordination. Through report automation with Python and Power Automate, I enhance operational efficiency. I ensure compliance with ISO 9001 & 27001, remove blockers for team progress, and stay updated on tech trends. My goal is to maintain a productive, enjoyable work environment for my team.

Responsible for all IT Business Units under the Corporate umbrella.Recruitment and Smart Hiring.Customer Care.development and implementation of KPI’s and Service Level Agreements (SLAs).Oversee medium to large scale complex projects.Flexibility in working with rapidly changing and multiple priorities.Direct experience in working independently, prioritizing and planning work.Make recommendations regarding departmental needs, requirements, and capacity utilization.To Ensure that processes and documentation are adequate and effective to meet specifications and audit requirements.Coordinate activities of project team, identifying appropriate resources needed, and developing schedules to ensure timely completion of project.Review project proposals to determine goals, time frame, for accomplishing projects, staffing requirements and allotment of resources.Work closely with the end users, business technologies, and others to understand and prioritize business goals and information needs related to the business units.Facilitate status and milestone meetings with cross functional groups.Prepare project status reports and keep team, management, clients and others informed of project status and related issues.Writes and conducts employee performance reviews and provides ongoing performance feedback through coaching. Facilitates work and problem resolution between work groups.

Agile, DevOps team collaboration.Staff Recruiting and Hiring.Monitor staff adherence to Company's internal policies under ISO 9001 & ISO 27001 Standards.Staff Coaching.Work with clients to develop and expand services.Participate in activities promoting services with Recruiting Department or Sales Department. Manage Customer Service projects ensuring proper supervision and QA for achieving SLA's and goals.Quality Auditor.Training and Career development. Monitor successful achievement of Production, Project Deadlines & Quality results.Time Management.Compose Job descriptions based on customer's requirements. Manage Payroll Reports.Weekly Management meetings to review results.

Production pipeline analysis & monitoring. Management of Excel and Crystal Production Dashboards and reports.Monitor VPN, Citrix & Internet Access integrity.Interviewing candidates for new positions.Staff Feedback and Coaching.Staff Time Management.Building and Managing Paid hours reports. Monitor staff adherence to Company's internal policies under ISO 9001 & ISO 27001 Standards.Attend Weekly Management meetings.

Production/Quality analysis & monitoring. Management of Excel Production Dashboards and reports.Monitor VPN, Citrix & Internet Access integrity.Staff Feedback and Coaching.Staff Time Management.Building and Managing Paid hours reports. Monitor staff adherence to Company's internal policies under ISO 9001 & ISO 27001 Standards.Attend Weekly Management meetings. Interviewing candidates for new positions.

Production/Quality analysis & monitoring.Quality Control.Management of Excel Production Dashboards and reports.Staff Feedback and Coaching.Staff Time Management.Monitor staff adherence to Company's internal policies under ISO 9001 & ISO 27001 Standards.Attend Weekly Management meetings.

Contacted US based Banks via phone to obtain Financial Information for Real Estate.Online & Phone Tax Research. Foreclosure analysis, research and status monitoring. Senior and Junior Lien monitoring.Public Records, Property Value and Market Data research. Review Real Estate legal documents. Data Entry.Keep Data Base information updated.

Functional Exploratory Manual Testing on Desktop, Web & Mobile Apps.Manual Test Cases writing and execution. Bug Fix Verification. Remote Usability Testing. Regression & SanityTesting.Cross-browser (Firefox, Chrome, Safari, IE, Opera, Edge) testing.

Received calls from US based Customers to troubleshoot Internet related issues or requests.Support Client PC Connectivity issues, Windows & Email configuration, Antivirus set up, password resets, among others.Handle Tier 1 & 2 Help Desk escalations through phone.Follow up on pending requests and ensure timely resolution.Company's Product promotion and sales.