Recruited by the CIO and Director of IT to optimize and enhance the IT Department using ITIL best practices while also addressing cultural and performance issues across the organization. Oversaw 15 employees that made up the Field Support, Desktop Engineering (SCCM), IT Audio and Video, and IT Asset Management teams that supported over 130 site locations.

Started as the Team Lead and Problem Manager in December 2013. Within the first year was promoted to Manager. Managed the IT Service Management team of seven employees and three ServiceNow Administrators. This team helped to direct and manage IT process and procedure using ServiceNow’s enterprise IT ticketing solution. By using ServiceNow, we led the focus on transforming enterprise IT through automation, integration, and creating a single system of record to lower operational costs and enhance efficiency. This along with applying the framework of ITIL, we changed ServiceNow from just being an IT Tool to an ERP solution. Key Contributions:Improved Problem Management process through the development of an executive summary report to look at after incident review (AIR) and root cause analysis (RCA). This led to a strategic improvement initiative to reduce major incidents across the entire organization by 50% from an average of 20+ to 10 or less a month. Technical expert for ServiceNow admin team and achieved ServiceNow Admin certification within six months of being hired on. Implemented and optimized the following areas:Service Desk, Incident, Problem, Change, Asset and Configuration, SAM, Service Catalog (supporting 12,000 users), CMS, Knowledge, Survey, Reports, Vendor Performance Management, SLA, Human Resources, and SDLC.

Managed the Application and Database Operations teams that oversaw the stage, certification, and production environments for the internally developed Care360 Product lines supporting over 165,000 physicians (one-third of U.S. physicians today). The Database Operations team managed over 65 total Oracle databases with the largest being 42+ TB. The Application team managed and oversaw a total of 68 managed servers controlling the Care360 applications via Oracle’s WebLogic 10.3.5. These cross-functional teams were responsible for implementing and supporting new and existing applications and processes for scalability, customer availability, and operational efficiency. They also responded, in real-time, to production issues ranging from product defects, system degradation, &/or production outages. Key Contributions:Improved system availability from 99% (Average of 3.65 days downtime/per year) to 99.99% (52.56 minutes downtime/per year) through various improvement projects over a 2 year span. Completed Six Sigma Black Belt training and a project that improved reporting metrics for the Application and Database systems. This resulted in a new system dashboard that improved system monitoring, capacity planning, and operational efficiency.Actively involved with the Six Sigma program as a Yellow Belt instructor certifying 362 Yellow belts. This included mentoring various projects as a project owner, champion, or support to the Master Black Belt and other Green Belts.

Managed OSC team members to ensure quick resolution for all service requests and incidents. Served as focal point for all escalated issues, creating reporting metrics, monitoring team performance, and SLA compliance. Coached team members to ensure individual and departmental goals and objectives are met. Worked with all customers to continuously improve customer service. Teamed with other departments in process improvement and Six Sigma initiatives. Key Contributions:Led in the creation and implementation of the Operations Support Center (OSC). This Service Desk served as the single point of contact for all first-level service requests and incidents for the entire IT organization (500+ employees). Worked with all Technology Service teams to create Operation Level Agreement (OLA).Obtained Lean Six Sigma Green Belt (LSSGB).Charged to help create and manage Health Care Domain initiative for all IT Departments reporting into the CTO. This initiative helped educate and enhance employee awareness for current challenges facing the Health Care industry.Created OSC Knowledgebase to help coordinate process and procedures for Incident management.

Responsible for the redesign, development, and implementation of training for new hire orientation, performance training, records and information management, information security, and other professional development for Siemens staff. Key Contributions:Responsible for the quarterly maintenance, updating, and testing of the Morgan Stanley disaster recovery plan. Participated on projects that reviewed service desk operations to improve efficiency and ensure current knowledgebase maintained and updated. Charged with creating serviceability documentation to help meet customers’ Statements of Work, Service Level Agreements, and avoid any penalties for monitor-based incidents.Achieved ITIL Practitioner v2 Support and Restore and ITIL v2 Foundations Certification.

Administered the setting up of Secure FTP files transfers to ensure all industry security standards were maintained using PGP, ftp/s, sftp, and internet based security.