Global Solution Owner for GenAI and digital experience. My platforms include Adobe Firelfy 2, Google Gemini, Frame.io, Adobe Creative Cloud, IBM Watson, Nexthink, HCL DryICE, Synthesia, Google Cloud Platform, and anything else in the super nerd space. I've led major shift left initiatives since Covid and have increased the employee experience across multiple domains which led to positive outcomes and happier employees. Every day I strive to make someone smile while improving the business, as it’s my mantra.

Tasked with leading and implementing global digital delivery and support services to all Verisk Financial | Argus locations worldwide (New Zealand, Australia, India, UK, Ireland, South America, and US.)Accountability and Responsibility includes but is not limited to:Drive standardization and harmonization of the Service portfolioEnsure the team provides stellar support and communication with their respective customersDrive open collaboration and transparency within the team and with other Global IT services teamsLead team to support all global operations technology according to ITIL V4 best practicesLead team to support all global marketing and financial operations such as but not limited to Global Service Catalog, Portal and Mobile applications, Campaign management platforms, Reimbursement Hubs, and digital compliance solutionsResponsible for supporting all global Master Data Management solution, analytics and reporting including machine learning, AI, and Financial Blockchain integrationOwner of Business Commercial expertise and meeting collaboration with business owners to ensure alignment on key prioritiesSupport the customers in the creation of business vision & strategyQuarterly input to long range strategic plan, IT Road map and project portfolio,service portfolioCollect input and identify business drivers for US and Global commercial initiativesResponsible for developing road map and portfolios to meet customer needs and budgetManaging resources and timelines with customer and coordinate with Technical Architects and other Delivery teamsPassionate and responsible instilling a culture of operational excellence and continuous improvementIdentify and drive process improvement initiatives to successful completion

Responsible for the supervision, technical development and mentoring of the Desktop Support team. Responsible for ensuring an effective and efficient level of IT Support is provided within the desktop support environment. Total oversight of incidents and requests under desktop support umbrella. Accountable for all "run the business /change the business" projects that require end user computing. ResponsibilitiesManage and perform supervisory duties on a daily basis for the IT Desktop Support Team and ensuring procedures and processes are adhered to.Ensure adequate staffing levels are maintained within the Desktop Support teams at all times.Use CSI and CPI per ITIL guidelines to constantly improve SLAs and report KPI’s to senior leadership.Monthly submission of CapEx and OpEx proposals for overall recommended cost reductions.Led Enterprise Mobility Management project in BYOD environmentResponsible for quality control and quality assurance of work carried out by the Desktop Support team, Senior liaison for Service Desk, Server and Operation Support teams to ensure business continuity and implement recommendations by customer.Assist in the development, maintenance, implementation and changes to the SLAs.Act as a primary point of contact for escalation from a Desktop Support level in times of major system outages, supplier issues and conflict resolution with custom.Assist with data center support and expansions.

Reporting directly to the CIO. Provide hands-on leadership for Desktop and Help Desk solutions and 3rd party vendor products.Establish and track key performance metrics for staff inclusive of Responsiveness/Service Level Agreements, Aging, Productivity, and User Satisfaction reporting.Provide leadership, coordination and communication for operational issues, production issue Incident Management and follow-up Problem Management to ensure root cause is quickly identified and permanently remediated.Establish the departmental vision, strategic road map for technical platforms, and leads all aspects of the department's technology services.Provide team leadership for staff and project-based contractors, including HR/performance management, technology direction, project management, resource planning, stakeholder management, and overall team responsibility for the execution of defined project deliverables including scope, schedule, budget, and quality.Conducts research and feasibility studies on leading edge technologies and provides cost/benefit analysis for their implementation.Provide 3rd party Statement of Work, contract review/negotiation and expert management of vendor resources.Ensure staff is responsive to business and client needs. Create a sense of delivery urgency and motivation.Provide coaching and mentoring for junior managers on team to help them be successful and continue to progress their careerSet clear delivery goals, ownership and accountability for technology services.Build a culture of pro-activity, business cooperation, continuous improvement, and exceptional service delivery.Maximize resource utilization/productivity, provide coaching/mentoring, annual performance appraisals, staff hiring, and capability to manage and address performing concerns.Provide organizational and cultural change leadership and change management.Work on common goals to make World Class improvements.

Senior Desktop Support Manager for our ETS (Enterprise Technology Services), leading the Desktop Support Group providing Vision, Strategy, Governance, and Compliance. Provide leadership and guidance to the Desktop Support Managers and Leads. Primary ResponsibilitiesDefine, implement and govern the Desktop Support Vision and Strategy to ensure that all clients are receiving prompt and thorough assistanceAnalyze Desktop Support Staff Metrics to ensure a timely response within the established Service Level Agreement (SLA)Governance on all hardware and software purchase requests to confirm they are within corporate standards and budgetProvide consistent leadership and direction for direct reports by taking the time to manage, support and encourage individuals in their work environmentAnalyze Desktop Support Trends to identify areas of improvementDevelop and implement all deployment plans for future workstation upgrades including the scheduling of external partners whenever neededDevelop Desktop and Laptop Asset Management procedures and standardsResponsible for the Desktop Support Knowledge Management function that includes gathering, analyzing, storing and sharing knowledge and informationMaintain technical documentation and Standard Operating Procedures for the Desktop Support GroupProvide a second level of client escalation issues as needed to ensure customer satisfactionMaintain an open dialog with the Univision Department Heads to make sure their technology needs are being addressedDevelop a thorough understanding of the general Univision business and foster that understanding in the Desktop Support StaffProvide solutions to issues within the Company IT Policy Framework

IT Manager for largest ISS region in the company. Region includes 140 sites including the Federal GBU; Currently managing 10 associates supporting 2900 Parsons employees and 3000 laptop/desktops in North America and Mena.Responded to requests from local facilities in several locations to implement disaster recovery plans security gap analysis. Recommended a new, reliable and cost efficient solution for cloud storage and incident resolution of all existing ITIL cycle plans for the company, so don't re-invent the wheel twice. Responsible for supporting all new and existing business development work in the Northeast, including but not limited to proprietary Parsons applications and 3rd party vendors. Received CIO award in 2011 for best cost savings and utilization of outsourced technologies (LogMeIn Rescue helpdesk deployment). Create, deploy, and support all ITIL foundation projects from start to finish.Responsible for regional business development and marketing support for all new and existing clients. Work as liaison (translator) between high level executives and technical teams. Performed gorilla marketing for new product offerings to reduce cost and increase product visability.Developed market analysis for pre-sales teams and business development support. Responsible for sales engineer role for government services and joint venture clients. Responsible for coaching presentations for new and existing clients, and ensuring a positive experience.Head coach and onsite trainer for all employees involved with process excellence. Responsible for Customer Relationship Management for both internal and external clients. Using loop analysis to constantly change our setup to accommodate the needs of the end user.

Searched for new clients who might benefit from company products or services and maximizing client potential in designated regions.Developed long-term relationships with clients through managing and interpreting their requirements.Persuaded clients that Perot's service best satisfies their needs in terms of quality, price and delivery.Negotiated tender and contract terms and conditions to meet both client and company needs.Calculated client quotations and administering client accounts.Provided pre-sales technical assistance and product education, and after-sales support services.Analyzing costs and sales; preparing reports for head office.Meeting regular sales targets and coordinating sales projects with indirect reports.Supported marketing activities by attending trade shows, pitching demonstrations at conferences and other marketing events; making technical presentations and demonstrating how a product meets client needs.Liaising with other members of the sales team and other technical experts; helping in the design of custom-made products; providing training and producing support material for other members of the sales team.

Charged with ensuring all employees' desktops/laptops were functioning correctly and performing warranty work if they were not. Negotiated with vendors, ordered and tracked parts, processed warranty claims, reviewed invoices, prepared management reports and provided phone support to other technicians to properly address client needs.Reduced unnecessary client site inventory by $240,000 by instituting monthly physical inventories to enable just-in-time purchasing of only the required parts.Recognized with Employee of the Month award for consistently delivering 100% of Service Level Agreement (SLA) and customers satisfaction goals, supporting coworkers, exceeding job description and cutting costs.Quickly gained control of an extremely disorganized and wasteful inventory system by establishing processes that created accountability and halted negative cash flow.Sourced new vendors and distributors to obtain a 30% decrease in the cost of daily parts purchases and researched shipping solutions to meet client demand in the most timely and cost-effective manner.Maintained database and spreadsheets for real-time inventory tracking to avoid the need to back order parts, ensuring adherence to three-day call turnaround time stipulated by client SLAs.Earned respect and trust of technicians, clients and co-workers by demonstrating genuine dedication to fulfilling needs, solving problems and achieving goals.