• Overseen 17 resources (including 5 offshore in the Philippines) across 7 business groups for a variety of functions which included Release Management, Region Management, BuildMaster, Code Deployment & Library Management• Ensured Business needs are met per agreed SLA’s• Maintained Business Relations (including travel to US) • Aimed to introduce Continuous Integration and Continuous Delivery concepts to new business• Performance Management • Time Management• Talent Management• Managed Customer Engagements • Coordinated Team Security• Acted as a Point of Escalation• Recruitment Activities

• Code Deployment – Ongoing support of Production & Emergency issues. • Knowledge Transfer to transition new work to company• Introduced new processes• Developed/maintained relationships with Region/Release management teams.• Developed relationships with application owners and implementation teams.• Lead role & escalation point within team.• Assisted with other projects i.e Region Management

Pramerica Retirement Services is a Call Center based team that handles calls for Prudential Retirement. This work transitioned to Pramerica in October 2012. At the start of the project we had 47 people in the team - 16 of which reported directly to myself.• People Management• Time Management• Day to day call centre management • Handled escalated issues• Management reporting • Co-ordination of security requests. • M.O.D (Manger of Day) – Central Controller of 3 call centres once a month (Managing 200 personel in a variety of functions)

Operations Analyst utilizing various technologies.• Social Media Support – Drafted/Transitioned IBM Connections Support model• Quality Management – Created multiple Microsoft Access databases that enhanced quality management, acted as tickteting system solution and provided business reporting capabilities. • Reporting – Created and Developed multiple reports/dashboards using tools such as Microsoft Excel and SumTotal Report Manager.

Application Support for Prudential Real Estate and Relocation Services (PRERS): • Provided application Support for various tools & systems using by Prudential PRERS associates and customers.• Liaised with Development and System Engineering teams to ensure high application performance and reported/resolved application defects. • Took a led in support of the Pramerica Ireland Change Control team within PRERS. • Drafted, proposed and implemented an internal improvement plan which improved team productivity and resulted in major cost savings for the company. .

Service Channel Technology (SCT) Support:Tier 2 role that involved monitoring nightly batch jobs on the Autosys application. Ensured all jobs successfully processed before start of business.

This role primarily involved troubleshooting remote access and password issues for Prudential users.

Network Operations Command (NOC):Provided network connectivity support for Allstate offices throughout the United States. This involved troubleshooting router and hub issues as well as advising maintenance personnel of the work required onsite.

Trainee Management System (TMS) Operator:Handled monthly financial claims by ensuring all relevant expenses were submitted through the TMS system.