DXC technology (formerly Hewlett-Packard Co.) @ Eli Lilly, Indianapolis, IN• Client-facing point of contact in relation to contractual SLA performance, related amendments, trending analysis, and financial impact for all DXC services• Subject matter expert supporting DXC account team and leads on Lilly systems used by Service Desk and End-User Computing to support Lilly• Consulted regularly with client on project statuses, proposals and technical issues• Management and maintenance of Oracle database (“Data Warehouse”), Connect-IT integration scenarios, and automated Business Objects reporting in support of contractual and operational metrics• DXC GetToLilly Team Lead, responsible for all onboarding and offboarding of ~1,200 resources globally across all DXC services provided to Lilly• Development of initiatives and supporting data analytics to drive efficiency, compliance, and work reduction• Technical and implementation lead of ODBC transformation project between ServiceNow data connections to DXC data warehouse, replacing all ODBC data connections with REST APIs, Dec 2017

Hewlett Packard Enterprise (formerly Hewlett-Packard Co.) @ Eli Lilly, Indianapolis, IN• Maintenance of IT systems access supporting SvD operations, including VDI, Active Directory, LSSO password reset, and LDAP challenge q&a• 24x7 on-call high priority incident management• Responsibility for onboarding and offboarding activities of all Service Desk resources supporting Lilly globally• Client-facing point of contact for high priority incident management• Execution lead for implementation of new Service Level Agreements per contract renewal, Sep 2016

Hewlett-Packard Co. @ Eli Lilly, Indianapolis, IN• Go-to-Green consultation (including international travel to new SvD sites) to drive performance improvement initiatives• Alignment of reporting methodologies to contractual requirements• Service Desk Level 1.5 remote desktop support of Incident and request fulfillment escalations• Reporting development and implementation in support of GWPP transition• Service Desk tools and technology lead• Execution lead for adoption of Lilly ServiceNow, Sep 2013

Tek Systems @ Eli Lilly, Indianapolis, IN• Workforce management of all Unisys resources supporting US-based Eli Lilly Service Desk• Service Desk training lead• Service Level Management and reporting related to SvD services provided to Eli Lilly• Knowledge and process management in relation to SvD operations• Execution lead of physical SvD relocation to Lilly corporate center, Aug 2010• Responsibility for transition and ramp-down activities from SvD services provided to Lilly from Unisys to Hewlett-Packard Co. as part of GWPP transition project

Tek Systems @ Eli Lilly, Indianapolis, IN• Level 1 Service Desk support of US-based Eli Lilly workforce, including incident resolution and request fulfillment via phone, email, and self-service• General knowledge and template management within Lilly Remedy 6.x ticketing system