Managed and oversaw IT service delivery operations, ensuring seamless support for the organization's technology infrastructure.Led the development of RFP documentation and processes for service desk replacement.Directed the Change Management process and team, resulting in over 3,500 successful changes.Supervised major incident response to over 40 events, including service restorations and root cause analysis.Established KPIs to measure service delivery effectiveness, consistently achieving targets.Achieved $35,000 in annual cost avoidance through a telephony project.Standardized hardware, resulting in a 40% cost savings.Led cross-functional teams in complex IT projects, ensuring timely delivery within scope and budget.Oversaw the entire IT service delivery lifecycle: incident management, problem resolution, service request fulfillment, and change management.Collaborated with key stakeholders to align IT service delivery strategies with business requirements.Conducted regular assessments and implemented best practices to enhance operational efficiency.Developed strong vendor relationships, negotiated contracts, and ensured SLAs were met.Established a training program consisting of technical videos, Tech Tip documents, and live training.Improved end-user touchpoints to IT by creating regular communication processes about changes and IT news, establishing a feedback site, and creating mobile touchpoints to IT.

Managed a global team of 20 Infrastructure, Service Delivery, and Support Engineers in the US, Netherlands, and China. Developed departmental roadmaps and managed annual project budgets. Oversaw IT support at 24 global locations. Led migration from on-premises to Azure cloud for unified storage. Created a business-facing IT brand for consistent, clear end-user communication. Awarded Kraton Positive Difference in 2019 for improving IT-business relationships. Implemented cloud telephony, saving $300K annually. Guided infrastructure through merger with DL Chemical. Initiated IT perception improvement project with on-site town halls and leader calls. Outsourced Level 1 and Level 2 Helpdesk support for cost savings. Created standardized user guides for end-user instructions.

Managed IT vendors to ensure compliance with contractual obligations. Developed key performance indicators (KPIs) for executive reporting. Implemented new IT strategy with a "see it, own it, do it" mentality. Created a run book detailing IT contract, escalation points, and primary expectations. Defined success metrics for monthly, quarterly, and annual business reviews. Developed an education plan to raise corporate awareness of IT processes and initiatives. Created a SharePoint site for anonymous employee feedback on IT experiences. Implemented team structure and tools, including change process, formalized on-call process, and weekly team status meetings.

Managed and coached a team of network engineers responsible for providing infrastructure support. Acted as strategic resource by managing the incident remediation, client environment and implemented standards with client processes. Assessed the efficiency of documentation and implemented as needed training to ensure customer satisfaction. Increased quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics. Maintained a high service satisfaction by following up on client inquiries, providing training, and providing standardized updates. Coordinated with executive level to ensure prominent levels of service delivery.

Established weekly team meetings, individual consulting, and monthly performance evaluations to motivate team members and foster a cohesive work environment. Established and managed resource budgets based on project and operational goals. Created and established training programs, including curriculum and demos of new software for new employees and external customers. Determined the content of upcoming software releases by prioritizing based on customer needs. Proactively pushed development for emergency software fixes resulting from software defects. Facilitated user groups on software development and improvement. Managed staffing for weekdays, off-hours, and holiday schedules. Worked alongside the sales team to represent the support organization and assist in business development. Produced a 25% improvement in Service Level Agreements through the introduction of new policies and improved processes. Managed the design, collection, and reporting of Enterprise Performance Metrics for formal monthly presentations to department heads and the executive team. Conducted employee recruitment through job fairs, colleges, and universities. Met and exceeded all metric goals for the last six quarters.

Coordinated installation and upgrades of Calabrio and Cisco branded contact center software. Recommended maintenance suggestions on hosted windows servers. Integrated UCCX/Call Manager environments with WFO solutions. Acted as Project Manager for business-critical customers who need extra attention. Supported proprietary WFO contact center software. Managed long-term software defects from identification to solution. Established and maintained successful long-term relationships with partners. Acted as on call support during holidays, weekends, and off hours. Wrote SQL queries to improve database functions. Managed installation of virtual server environments. Tested software releases and patches.