Director IS Support Service - Service Delivery Management - Asset Management Process Implementation – established lifecycle system to manage assets through acquisition, receipt, install, deploy, decommission, and disposal-Service Desk Management – for calls, portal (web), email and chat with an industry leading first time fix rate over 80%, and a CSat rating above 85%-Incident and Service Request Process with better than 94% resolution rates -Client Support Management for desktop apps, imaging, software packaging and distribution, vendor management, VIP support, print and security-IMAC Coordination Request Management – managing requests to the client’s expectations and within the committed duration achieving over 95%-IS Operations Monitoring – covering 7x24, monitoring of hardware, OS, database, virtual, application, network and batch management-Disaster Recovery Process – established DR plan, with testing to meet RTO and RPO expectations for SAP IT infrastructure environment

IBM North America Senior Delivery Manager responsible for provisioning IT Service Desks for customers across a broad range of industries. Experience includes leading a team of managers, professions in the delivery of IT Service Desks, ID Provisioning, IMAC Coordination, contracts management, Global ITIL Process management, Global Resource Strategist, and Global Best Practices program management with Lean Sigma Black Belt qualifications. In my current role I manage an organization with a span of control of over 400. My career in the IT industry spans 24 years of diverse experience in many areas of service delivery and commercial outsourcing. With have a proven ability to lead, manage, envision, design, plan, and implement innovative business solutions. Recognized for outstanding leadership expertise, and innovation, receiving numerous professional awards from the IBM Corporation.Prior roles include: Global Program Manager for Service Desk Delivery, ITIL Process and Best Practices.

IBM North America Senior Delivery Manager responsible for provisioning IT Service Desks for numerous customers across a broad spectrum of industries and sectors. Experience includes leading a team of managers, professions, contracts management, global ITIL process management, global resource strategist, and global Best Practices program management focus on service improving. Deliver ongoing service improvement by utilizing my years of leadership experience in services delivery, ITIL process certification, HDI management certification, Lean 6 Sigma Black Belt training and global knowledge gained in overseas assignments. In my current role I manage an organization with a span of control of over 400. Responsible for the delivery of information technology services to numerous commercial contracts spanning a several industries including: manufacturing, transportation, medical, financial, insurance, government etc. Focused on achieving the highest level of customer satisfaction and quality of service at the best cost. My career in the IT industry spans 23 years of diverse experience in many areas of service delivery and commercial outsourcing. I have achieved the highest level of expertise in leading delivery teams to optimize productivity and efficiency by assessing impacts and identifying improvement opportunities using the Lean 6 Sigma process improvement methodology. I have a proven ability to lead, manage, envision, design, plan, and implement innovative business solutions. I have been consistently recognized for outstanding leadership expertise, and innovation, receiving numerous professional awards from the IBM Corporation.

Global End User Service Process Lead, Global Strategist and End-to-End Program Manager focused on driving Continuous Service Improvement through the deployment of Global Standard Processes, Delivery of Services in GDCs and the adoption of established Best Practices. Utilizing my years of experience in End User Services, Certifications in HDI Management, ITIL Foundations, and Lean 6 Sigma Black Belt trained, led the adoption of Global Standards and Continuous Service Improvement process improvement methodologies. My role requires me to work across a broad sprectrum of areas such as: - Leading a team of EUS Geography Process Leads- Cross Competency teams to ensure Process Alignment and consistency - Working with accounts global to design and implement improvement strategies in support of customer business plans through the understanding of customer IT environment cause & effects - Chair Executive CSC Geography Clearinghouse reviews to identify, evaluate, and document End User Services best practices to facilitate global adoption. 22 years of diverse experience in many areas of ITService Delivery and Outsourcing. Expert in leading Delivery teams to optimize productivity and efficiency by assessing impacts and identifying improvement opportunities using the Lean 6 Sigma improvement methodology. Proven ability to lead, manage, envision, design, plan, and implement innovative business solutions to deliver contract savings. Consistently recognized for outstanding management expertise and leadership, communication and staff development skills. Received numerous professional awards from the IBM Corporation, including recognition for leadership, Quality and Delivery.

Global End User Service Process Lead, Global Strategist and End-to-End Program Manager focused on driving Continuous Service Improvement through the deployment of Global Standard Processes, Delivery of Services in GDCs and the adoption of established Best Practices. Utilizing my years of experience in End User Services, Certifications in HDI Management, ITIL Foundations, and Lean 6 Sigma Black Belt trained, lead the adoption of Global Standards and Continuous Service Improvement process improvement methodologies. My role requires me to work across a broad sprectrum of areas such as:  Leading a team of EUS Geography Process Leads Cross Competency teams to ensure Process Alignment and consistency  Working with accounts global to design and implement improvement strategies in support of customer business plans through the understanding of customer IT environment cause & effects  Chair Executive CSC Geography Clearinghouse reviews to identify, evaluate, and document End User Services best practices to facilitate global adoption. 22 years of diverse experience in many areas of ITService Delivery and Outsourcing. Expert in leading Delivery teams to optimize productivity and efficiency by assessing impacts and identifying improvement opportunities using the Lean 6 Sigma improvement methodology. Proven ability to lead, manage, envision, design, plan, and implement innovative business solutions to deliver contract savings. Consistently recognized for outstanding management expertise and leadership, communication and staff development skills. Received numerous professional awards from the IBM Corporation, including recognition for leadership, Quality and Delivery.

Global ProcessGlobal ResourceGlobal Best Practices

End User Service Global Program Manager