I work closely with our customers to implement Integrated Service Management solutions that help drive Digital Transformation throughout their enterprises. This leads to improved IT Service Delivery, automation and increased innovation leading to overall business value generation and an improved customer experience.

Lead the implementation and transition of Service Integration solutions for large customers. Responsible from the initial assessment and requirements gathering to the design and deployment of end to end IT Service Management processes and tools based on ITIL best practice.

SDM responsible for IT Service Management, ITIL process and tool design, implementation, delivery and continuous service improvement for large Capgemini outsourced client with over 20,000 users. Worked closely with global infrastructure and application delivery teams to ensure compliance with SLA targets. Partnered with our customer for the development and implementation of a new IT service strategy, service management methodologies, and designs for new services. Drove repeatable continuous service and process improvements for Service Transition (Change and Release Management) & Service Operation (Incident and Problem Management) activities. Ensured service delivery SLA compliance through reporting, governance, audits and CAPAs. Responsible for all process and training documentation in support of the end to end service lifecycle. Prepared and presented monthly dashboard operational metrics to client CIO with KPI and assessment of ITSM delivery performance. Example of ServiceNow implementation projects: Change and Problem Management workflow improvements, Performance Analytics, Project Portfolio Management, Event Management integration with infrastructure monitoring tools, migrated 12,000 users from Remedy to ServiceNow platform, CI Asset Discovery and Service Watch deployment.

Senior Manager and Process Owner responsible for Service Desk, End User Computing, Major Incident Management, and Problem Management functions for Financial Asset Management and trading firm.* Service Desk: managed a centralized desk that resolved 3,600 incidents/month and maintained 72% first call resolution rate. I ensured we consistently exceeded average wait time and abandon rate SLAs, leading to greater that 90% high customer satisfaction ratings.* Major Incident Management: accountable for MIM process and delivery, driving timely service restoration of all Sev1 and Sev2 production outages. Managed and directed technical teams and bridges to ensure that production IT services were restored timely. * Problem Management: ensured that problems and root-cause issues were identified and addressed through permanent solutions. * Service Management: Provided weekly and monthly metrics to executive leadership demonstrating performance, service levels, and developed System Availability reporting. Also served as Incident and Problem Manager for bi-annual enterprise disaster recovery tests.

National Aeronautics and Space Administration (NASA) Lead Solution Architect for developing and implementing ITIL based Change Management process and configuration management (CM) plan for NASA’s Office of the Chief Financial Officer in Washington D.C. Department of Homeland Security (DHS) Customs and Border Protection (CBP) I performed a national feasibility review and business case of the CBP Office of Information Technology (OIT) LAN Field Support operations in compliance with OMB Circular A-76 and competitive sourcing.

Senior IT Manager responsible for North America network operations and infrastructure for global biotechnology company. This included oversight of two NA data centers as well as the Network Administration, Service Desk, and Telecommunication support teams.