IT Service Management leader driving the design and implementation of Incident, Problem, Change, Request, Knowledge, Configuration and Asset Management and overseeing the operation of the IT Service Desk.IT Infrastructure leader shaping the direction and overseeing the operation of Desktop Architecture, Desktop Support and Enterprise Tools including Windows, MacOS, Office365 Suite, Exchange, Mimecast, SCCM, JAMF, Zoom, SCOM, Splunk, RSA, ServiceNow and physical security systems.

Thomson Reuters is the world’s leading source of news and information for professional markets with sales in excess of $11 Billion. In addition to the well-known Reuters news service, Thomson Reuters serves Financial & Risk, Tax & Accounting and Legal professionals with industry leading information, technology and solutions. Created and managed a team comprised of 70 service management professionals in the United Kingdom, Thailand, India, and United States. Responsible for service management strategy, designing, implementing and governing Incident, Major Incident, Problem, Change, Request, Knowledge, Configuration, Availability, Capacity and Service Level Management.Simplified and standardized IT service management processes and tools used by the IT service desk, central technology teams, business technology teams and third-party service providers. Trained 8,000+ process users and successfully migrated Thomson Reuters to ServiceNow producing improvements in service reliability and operational efficiency throughout the organization.Created relevant, measurable service level objectives and established annual service performance targets with senior leaders. Drove improvement initiatives and produced year-over-year performance gains resulting in better service reliability, a more predictable customer experience and higher customer retention.ServiceNow, HP Service Manager, Project Management, Stakeholder Management, Organizational Change Management, Vendor Management, Service Integration and Management (SIAM), Process Design, Process Governance

Led a team of 100+ IT professionals located in Ireland, India, and United States responsible for strategy, design, implementation, support, security and financial management of data networks, voice and video communications systems, call center & collaboration infrastructure, mobile devices, enterprise storage, e-mail, event monitoring, automation and service management tools. • Responsible for designing and implementing resilient, self-healing architectures, reducing single points of failure and minimizing opportunities for human error. • Responsible for implementing and supporting layered security throughout the shared IT Infrastructure.• Developed a model to quantify change related risk and allowing the global IT organization to better manage risk, reduce incidents caused by change and improve service reliability.Size and scope:• 5,000+ employee central campus, multiple remote offices and several high availability data centers• Supporting IT Service Desk and multiple customer facing call centers• Wide area network connectivity to hundreds of customer sites, multiple datacenters and remote offices and highly resilient internet connectivity using Cisco equipment• Local area network supporting 40,000+ active ports using Cisco equipment• Layer 4-7 services including DNS, NTP, NAT, Load Balancing, Firewalls, and Proxies• 10+ Petabytes of enterprise storage using HDS, EMC, NetApp, Brocade, IBM and Cisco equipment • Voice, video and call center systems using Avaya, Cisco and multiple software components• Microsoft Exchange e-mail• Event management and automation using multiple home grown and off the shelf tools• Life cycle management of 1,000+ mobile devices• Application support for all service management tools

Led a team of 50 network, telecom and storage engineers responsible for data network, voice and video communications, call centers and collaboration infrastructure, mobile devices and enterprise storage systems supporting operation of revenue generating online products and internal business systems. • Improved storage utilization from less that 50% to greater than 80%, thus reducing future capital spend on storage infrastructure, improving operational efficiency and maintaining service quality.

Led a growing team of engineers responsible for local area networks, Layer 4-7 network services, voice and video communications, call centers and collaboration infrastructure, and enterprise storage systems. • Defined standard maintenance windows and procedures for network and storage and designed the approval process for emergency changes. Reduced unexpected service impacts and improved service reliability.

• Reconfigured existing network equipment to more efficiently transfer data to customer sites, reducing connection time, reducing long distance service costs and improving operational efficiency.• Reconfigured existing customer delivery systems to utilize the private data network eliminating a large portion of the long distance service costs and improving operational efficiency.

• Ensured high availability of public and private dial up networks and reconfigured existing private network equipment to deliver 400% improvement in throughput reducing screen display time and directly improving the customer experience.