Provide governance and support to ensure:Change policies are adhered to and violations are escalated. Changes are deployed according to the defined process. Any failures in the delivery of changes are reviewed, documented and escalated as needed. Monitor all change requests for categorization, accuracy, completeness, and required documentation. Work with stakeholders to continually provide reporting for increased transparency into changes, present findings to key stakeholders. Reviews change requests for completeness, from documentation to post-implementation review. Audits to ensure that change implementers are updating change records accurately and in a timely way. Produces, oversees and controls the change schedule. Negotiates scheduling conflicts based on business priorities. Participates in incident and problem analysis for consequences of a change and its implementation. Communicates modifications to the change management community. Provides training on the change management process. Provided change management reporting on KPIs and SLAs to senior management.

Patch management for enterprise wide server infrastructure. Scheduling of 35K+ servers for monthly Windows OS patches. Research and resolve patching issues. Create and manage change requests for patching. Partner with various organizations to customize patching requirements and implement those requirements. Support resolution of application(s) specific technical issues such as outages, performance, and configuration. Coordinate with infrastructure teams to support infrastructure changes that could affect their systems or clients and communicate with team and architects to ensure awareness and impacts of the changes.

Initiated bridge calls and drove communication and technical teams to ensure uptime of infrastructure within Service Levels. Ensured incident record is fully updated prior to Problem Management hand off. Reviewed all change requests submitted by TCS for process compliance, ensuring all required documentation including test plans, back out plans and implementation instructions were attached.Assess all changes for global impact, addressing scheduling to minimize business disruption.Facilitated weekly Problem Advisory Board meeting to discuss status of new and ongoing problem records. Monitored Service Now incident queues and worked with teams to ensure aging incidents were resolved quickly. Ensure problem records were up to date in Service Now. Provided reporting on KPIs and SLAs to senior management. Chaired daily service delivery meeting with client’s senior management to review the previous day’s changes and critical incidents and identify process improvements when warranted. Responsible for approving emergency changes for resolution of critical incidents. Teamed with Service Now development team to implement enhancements to tool to follow ITSM process work flows. Escalated incidents and service requests as necessary. Led user testing during release of new ServiceNow release.

Responsible for the daily coordination of the implementation of new client and server-based software and hardware and provide input to Global Process owners to improve other ITIL processes. Oversee Change & Release Process documentation, communication, preparation and training, and support the implementation of Changes to Production Systems according to Change Management guidelines. Advise the request initiator of important events during the Release and Deployment Process. Chair the Change Control Board (CCB) meetings. Participate in pre-studies, purchasing and design discussions together with our customers and co. Systems Development. Liaise with all necessary parties to coordinate change building, testing and implementation, in accordance with schedule. Communicate and roll-out the Release and Deployment process within IT. Act as backup Incident Manager. Insure high priority incidents are addressed and resolved in an expedient manner. Reach out to clients and ITSOs to update them on incident status.

Created all change requests for Operations. Worked with technical staff for technical implementation plan. Scheduled all change requests with system owners. Insured change approvals from upper management. Scheduled patching changes for Data Center consisting of over 3000+ servers with mixed platform of Unix and Intel. Represent IT and failed changes before CAB.

Monitor and administer ticketing queue for global desktop and service queues and schedule assignments to staff. Escalate high priority tickets to appropriate engineer to resolve tickets on a timely basis. Submit change requests for management approval and follow up through implementation. Document necessary system configuration and hardware changes for committee approval. Insure SLAs are met by scavenging through ticketing queue and assigning tickets as necessary. Follow up with clients. Back up for On Duty Operations Manager. Research historical activity and perform trend analysis as requested by management.

Implemented and managed Help Desk to support 100 real estate offices in the NY Metro area. Supervised technical field staff of 11; including preparation of daily schedule of technical assignments. Designed and developed call tracking database utilizing MS Access to assist with daily schedules and track ongoing issues. Defined company desktop standards for 100 real estate sales offices. Administrative functions include hiring/evaluating/training of technical staff. Project Manager for National Connectivity Project, networking 100 remote branches routing to corporate domain. Develop and implement five year IT plan to allow company to grow and expand with changing technologies. Evaluated all hardware/software purchases for Corporate and Branch level users, including desktop computers, printers, network printers, backup devices and digital imaging. Evaluate new software to increase sales office productivity. Develop preferred vendor agreements to reduce annual expenditures.

Project lead for Y2K compliance project, supervising a team of consultants in certifying Y2K compliancy for 1300 end users workstations. Developed Corporate intranet web site providing company news, tech tips and online support for 1300 end users. Responsible for departmental hardware/software rollouts. Acted as point of escalation to Desktop Support in troubleshooting hardware/software issues.

Developed and maintained automated market share reporting package utilizing the Microsoft Office suite. Provided technical support to National Sales Force of 120 and internal department of 30. Configured, allocated and maintained laptops to National Sales Force staff of 110 Sales Directors. Provided ad hoc reports upon request. Summarized monthly production rosters.

Developed $145 million gross annual budget for 92 profit centers. Automated monthly financial reporting package for Executive Committee. Performed special projects for Chief Financial Officer. Acted as point of contact for approximately 100 corporate employees for Desktop Support troubleshooting. Assisted in the training of sales office managers.