Drive the adoption of standard IT operations and service management tools and processes across 9 Global Business Units supporting more than 40 unique product areas. Created the Service Desk as a Platform product using Jira ServiceDesk to align teams on IT Service Management tools, methods and work practices.

As the leading Lean Six Sigma Black Belt, guide the activities of the Process Innovation Team. Employ data-driven analysis to identify key projects to improve business and operations process flow efficiency and effectiveness. Ensure alignment of initiatives to the overall strategy, goals and objectives. Continually coach and mentor others on Lean Six Sigma core principles and methods.• Designed and deployed a project assessment and executive reporting system. • Developed multi-departmental workflow executive dashboard synthesizing key performance indicators from 4 disparate request tracking systems.• Published internal white paper on best practices for implementing IT problem management driving teams to action and collaboration.• Designed and facilitated 2-day process improvement workshop to standardize and align across 12 departments in North America, EMEA, LATAM, and JAPAC.

Lead and advise on key process improvement initiatives in health care, IT services, media government and non-profit industries.• Developed platform and key supporting artifacts based on the DMAIC methodology for start-up cloud-based project management solutions provider.• Coach Six Sigma process improvement team for cloud services business' service desk operations.• Led 6-month requirements analysis project culminating in a 3-day on-site Kaizen event for the royalty management department for large media firm.• Advised for Kaizen events in health care industry.

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Establish Global Service Management Office to align IT Service Management activities with post-merger integration project objectives and timelines. • Championed continuous improvement across global regions, departments and functions.• Developed and maintained interactive 3D operational process flow diagrams and documentation. • Employed DMAIC method to manage improvement projects and sponsorship communication.

Advised DoD and DoJ organizations' process improvement teams in the application of Lean Six Sigma techniques. • Developed Lean strategy guidance and conducted training for process improvement initiatives.

Led special projects for CIO to prepare the organization for new technology adoption and process standardization.

Assessed valuation of orphaned government contracts, updated and standardized CMMI audit process, managed resume database update project, performed network intrusion detection and prevention industry analysis and supported multiple RFP responses.

Implemented and managed service delivery for enterprise hosting clients. • Led operational process integrations in onboarding Fortune 500 customers.• Developed and tracked KPI’s providing trending of customer service trends.• Delivered monthly reporting to key leadership and clients of operational performance.