Leading the establishment and day to day of the new IT Service Management Center of Excellence for our IT Infrastructure and Operations teams. Our mission is to attain optimal levels of effectiveness and efficiency of IT Service Management Processes by leveraging Lean Six Sigma methodologies, ITIL Best Practices, & state-of-the art Tools that support our IT Enterprise StrategyTeam activities include: Architecture and strategy road mapProcess Governance Process Design & ModelingTool Optimization & IntegrationProcess Performance Baseline Measurement & ReportingProcess Implementation and control measures

Currently working on continual improvement areas:Integrating with multiple cloud providers to better visualize our multi hybrid data center IT Services.Better event monitoring, event correlation, and incident MTTR.Led the implementation of CMDB in two IT Service management systems within the company. As part of the implementation multiple asset and configuration item (CI) integrations with core systems to capture and build a successful CMDB and Asset Management system that supported key IT Services. Focused teams to build policies and intakes processes to avoid duplication and overloaded CI records over multiple classes. Coached product teams and service owners on building services to report on availability and downtime aligned with ServiceNow CSDM.

Provide leadership and direction to an Agile team, serving as an expert in the Scrum process, and enforces Scrum rules and framework. Organize and facilitate release and sprint planning sessions, daily stand-up meetings, sprint demos, retrospectives, story refining sessions, and related activities. Embrace and display servant leadership behaviors that come with the key mindset shifts associated with being Agile and facilitate the team becoming self-managing and high-performing.

R & D in the areas of online learning using virtual worlds. Setup and maintenance of server space, user accounts, and virtual simulator. • Taught bachelor and master level students on the use of virtual world technologies• Designed various business models with students for the application of virtual world technologies in a business environment• Presenter at the 2010 CIBER Business Language Conference• Awarded FIU-CIBER Grant for “Situated Foreign Language Conversation Learning Using Virtual Worlds”• Awarded Key Presenter Award- ACE Conference 2008

Teacher for at risk high schools students required to make up course credit in various subjects. Additionally, served as school student performance analyst.• Instructed students in the subjects of math, computer science, and business acumen.• Created and monitored 1,000+ student progress and performance measure reports.

Led the implementation of inventory management systems, inventory flow and control procedures, order processing, and billing controls. • Used best practices to design order processing and warehouse management procedures which included shipping and receiving, revolving inventory counts, quality assurance, order fulfillment, customer service, and order tracking.• Used a Six Sigma approach to identify issues with order processing and fulfillment that were affecting business competiveness• Expanded order processing output from 5,000 packages to 25,000 packages a week.• Reduced customer complaints due to incorrect orders from 15% to 2% through various quality control systems• Led the onsite planning and distribution of over 100k gift packages to friends, family and participants for the WSOP 2007 in Las Vegas