- IT Consultant for Deutsche Bank- IT Product Management for an 80,000 seat Citrix/Nutanix virtual desktop environment- Vendor Management for a virtual desktop transformation from one outsourced vendor to another

Responsible for analysis, design, planning, implementation, and maintenance of the Technical Operations department.Plans, coordinates, and directs all daily operational activities and provides direction and solutions that enhance mission-critical processes and procedures of the IT Operations department.Works closely with the CIO and CTO and other key business decision makers in identifying and implementing cost-effective technology solutions for all aspects of the business.Provides the strategy, leadership, and day-to-day management of the Global NOC and IT Operations departments including including Incident, Problem, Change and Release Management.

Responsible for all aspects of Service Design and new Service Introduction for offerings in alignment with the End User Technology IT strategy and roadmap. Work collaboratively with key business unit CIO’s and program managers to manage the design and transition of new and existing IT services into the Production environment.• Responsible for the service and product ownership of an over 80,000 seat virtual desktop infrastructure estate.• Full financial and budget accountability for an IAAS virtual desktop model of $25MM annually.• Designed a new support and cost model for an Application on Demand (Citrix XenApp) virtual environment to replace a legacy end of life service avoiding a $3.4M charge from Microsoft.• Led an effort to right size the virtual desktop environment using Lakeside Systrack providing a savings of $1.6M annually.

Contracting with BB&T Bank and managing IT Projects in the Mergers and Acquisitions group. Current project involves integrating data centers, infrastructure, and applications for 9 Lending group subsidiaries.• Manage large-scale initiatives involving the transition of programs to new platforms and the merger of disparate systems from acquired client companies. • Responsible for a $14M project budget and a cross-functional team of up to 50 developers, solutions architects, analysts, and engineering specialists.

Led a multi-national team responsible for Windows and OS X, desktop and application virtualization, and mobile device management. Provide Tier 3 operational support for all end user platform technologies.Supported and managed the firm’s 50,000 computer assets (Outlook, IE/Chrome, JAMF Casper, Symantec, McAfee, Sophos), 13,000 hosted virtual desktops, 3,000 Citrix XenApp users, and 3500 mobile devices. Platforms include Citrix XenDesktop, XenApp, Appsense, Citrix PVS/MCS, VMware, App-V, SCCM, Good Technology, and MobileIron.• Developed formal Operational Readiness program to drive stability and consistency.• Led ITIL practices of Incident, Problem, and Change Management.• Increased Hosted Virtual Desktop rollout (40% growth in one year).• Directed self-service website project for corporate and BYOD mobile device pin reset – resulting in a 20% reduction in help desk calls/tickets

Global Adoption Leader - Thin Client PlatformApplication Readiness Manager - Desktop Optimization ProjectLed an Application Readiness team responsible for deploying 200,000 of the employees to a virtual desktop computing environment by 2014.• Developed “White Glove” high touch, client centric process to profile users and business requirements.• Provided the business with a detailed view of desktop applications for each employee in order to execute the best desktop solution for their technology needs.• Accommodated market demand for users to have full mobility and flexibility by utilizing their own devices (home or tablet), reducing desktop trouble tickets by 50% in existing Branch Thin Client implementations.• Implemented new mobile and desktop thin client devices with integrated VPN and VOIP capabilities to allow ~5000 call center agents to be deployed to home offices, yielding $2MM in operational cost saves annually.

Client Manager responsible for Strategic Initiatives across the CBNA (Citibank North American) and CFNA (Citi Financial North America) line of business.• Served as primary point of escalation support to the CBNA and CFNA LOB and their management for service interruptions and project delivery status.• Effectively delivered accurate and timely communications to line of business partners including monthly CIO reviews.• Facilitated the LOB participation in the IT Transformation Program to support the initiatives and achieve incremental cost reduction targets for 2009 via Asset Optimization.• Facilitated the integration of the Desktop Standardization Initiative (DSI) by participating in the Branch Refresh initiatives and the Back Office DSI program.

Directed the CitiFinancial Auto IT infrastructure that provided the technologies and services of Desktop, Server, Voice, and Data networks in five large call centers and 160 remote offices across the United States. Primary liaison between the Auto IT staff and the CTI support organization. • Managed $4MM of Auto IT financials, P&L, budgeting, and forecasting as well as all aspects of the infrastructure.• Responsible for design and operation of all platforms, desktops, networks, voice services, and their associated processes.• Ensured the reliability and resiliency of a 3000 user desktop and over 150 Windows server environment.

Provided project consulting services and RFP responses to the Centralized Transaction Operations and Treasury Services line of business. Participated in large-scale technical projects, working with staff and vendors to gather requirements, scope technical efforts, determine solutions, set up project tasks/plans, and transition to implementation.• Led project consulting efforts for the Enterprise Content Management (ECM) project. Initial project involved one customer with revenues of $400M, expanded to four customers with revenue of $6MM.• Led Syracuse Lockbox group on server consolidation efforts. Performed cost analysis that resulted in LOB saving over $300M per year on server management costs.• Designed solution for the Brooklyn Lockbox DR move to Binghamton.• Led Healthcare Initiative project involving imaging documents for healthcare customers. Created model detailing production statistics based on image scanner throughput and number of employees and shifts needed to efficiently manage the demand.

Led day-to-day service delivery for two 1000 seat call center environments and 140 JPMC branch environments. Acted as technical interface between the LOB and the technology teams to ensure the right resources were engaged on issues.• Managed Severity 1 incident and problem reporting process for all JPMC retail locations in Texas.• Designed, developed and implemented new support model for all JPMC retail branches.• Managed Branch Target Infrastructure daytime command center including dedicated and combined support staff of 10 engineers throughout various technology groups.

Manager - Server Engineering, Application Integration, Desktop EngineeringResponsible for engineering and maintenance of the NetWare and NT Server environments including NetWare Cluster Servers, Domain Controllers, Citrix Metaframe, SNA Gateway, SQL Servers, and the desktop operating environment. Provided leadership to a staff of ten engineering resources.