Senior IT Manager with 20+ years of experience leading the design and development of innovative IT support strategies, tools, and solutions from initial concept to implementation. Strategic Leader and Trusted Advisor focused on working with senior stakeholders to define and execute scalable support and IT operations strategy and building and empowering high-performing teams to transform and modernize organizational capabilities, optimize service delivery, and increase efficiency and productivity at scale.=== HIGHLIGHTS ===• Integrated IT organizations across 6 sister companies into a single unified Service Delivery team.• Developed strategic roadmap for organizational growth & process improvements.• Successfully integrated 3 distinct IT organizations into a single ITSM tool, enhancing service and efficiency.• Improved response times to customer technical issues and boosted first-contact resolution rates by over 70%.• Spearheaded a managed mobility partnership, optimizing full lifecycle management with annual savings of $70,000.• Managed vendor relationships with major partners and implemented a global leasing strategy.• Orchestrated global meetings with senior leaders to address issues and ensure consistent global operations.• Introduced large-company best practices to smaller IT groups, driving cultural change and process maturation.=== SKILLS ===LEADERSHIP Strategic Planning & Execution // Organizational Development // Project Management // Process Architecture & Improvement // Cross-functional Collaboration // Interdepartmental Alignment // Hiring & Management // Coaching & Mentorship // Budgeting & Resource Allocation // Executive ReportingITGovernance // Global Service Delivery // ITIL // Roadmap Development // Capacity Planning // SLA & KPI Development // Infrastructure Design & Deployment // Integrations // Automation // ITSM Platforms // Asset Allocation & Procurement // Technical Support // Compliance // DocumentationTECHNOLOGYServiceNow // EasyVista // Freshervice // Asana