Responsible for day-to-day operational management of all activities and functions within the Information Management Change and Problem Management processes. • Develop change management strategies, conduct stakeholder analysis, impact assessments and devise appropriate plans. • Play the key role in the coordination and effective implementation and support of the Service-Now Change Management application.• Lead and manage the scope, timing, quality, resources for communication, and integration requirements to implement a comprehensive, enduring Change Management program based on Service-Now capability.• Chair the weekly Change Authorization Board (CAB) meeting• Develop operational standards and guidelines and implement Change Management processes that achieve sustainable performance improvements for the organization including improved time of recovery.• Work closely at all levels in the organization to create a collaborative team approach and methodology for the quick adoption and greatest utilization of the Change Management process for the organization.• Ensure good communication, documentation and training is available to mentor and help support technical staff, senior leaders and executives on the roles and responsibilities, tools and procedures for systematic, efficient processing of all change requests.• Identify and help develop consensus for the categorization of impact, benefit, priority, and level of risk for Requests for Changes.

Responsible for the governance of Incident / Problem Management processes and procedures across AA ITS and ITS vendors.• Conduct weekly meetings with functional towers to review all Severity 1 outages at AA ITS and vendor levels. • Ensure proper standard processing for Problem Management based on ITIL best practices.• Point of contact for Problem center of excellence with AA ITS• Produce and review Ad-hoc reports with functional towers in support of the Problem Management Process• Assist Requesters on the use of the Requester console related to Root Cause Analysis Reports• Coordinate with other Problem Management groups on concerns relating to Problem Management issues• Participation in Enterprise CAB Meetings as well as Emergency CAB Meetings• Facilitate Post RCA (root Clause Analysis) reviews to validate the results.• Identifiy and track corrective actions.Assign to respective functional towers for completion.

Problem management of Citigroup’s Global Network Control Center (GNCC). Management and tracking of all Severity 1 and 2 outages impacting business and service levels.• Execution of Problem Management processes globally based on ITIL Problem Management definitions.• Drive and own analysis of severity 1 & 2 incidents by identifying the root cause, direct cause and contributing factors of problems and preventing recurrence by identifying and managing corrective actions through to resolution.• Produce weekly metric reports for all past and current problems.• Produce standards, best practice methodologies and categories for root cause analysis.• Chairing Major Problem review meetings with attendance of senior management, business colleagues and subject matter experts.• Serve as an escalation point for difficult problems and complex inquiries.• Collaborate with technical staff and external vendors to resolve critical or complex problems.

• Manage a 90,000 seat messaging environment for a global defense, security and aerospace company.• Responsible for Microsoft Exchange 2000/2003 and Blackberry services in North America. • Managed staff of 15 technical engineers.• Responsible for all change management and purchasing of all capital expenditures.Review and approve all change management requests for the MS Engineering line of service. Represented all changes in the weekly technical review board as well as the global change authorization board meeting.• Managed and entered all purchase requisitions. • Worked directly with various vendors for pricing and availability. Assured all purchase requisitions were entered using correct cost and WBS codes. • Managed all service restoration efforts for production outages.• Technical lead for all service restoration teams to resolve production outages within prescribed service level agreements. Coordinated with other lines of service to assure appropriate technical resources were engaged. Communicated outage details to service delivery teams and customer contacts.• Submitted root cause analysis reports of all production outages to upper management for review and approval.• Responsible for yearly staffing and training budgets.• Developed yearly staffing budgets for review and approval by upper management. • Coordinated all technical training needs with staff and various vendors.• Conducted bi-annual and annual appraisal reviews of all direct reports.

• Managed Collaborative Operations for accounts in the Midwestern Region for the world's third largest computer outsourcing company.• Responsible for email and wireless solutions for 5 different accounts in the Midwestern region comprising of over 90,000 customers. • Managed a staff of 20 technical engineers.Interfaced with customer and service delivery teams to assure service levels were achieved or exceeded.• Managed all budgetary and operating costs.• Achieve budgetary measurements and maximize revenue generated efficiency.Support long and short term financial projections and responsible for expense management.• Assisted and developed new business proposals.Worked with Product Managers to develop new service offerings for potential new business deals. • Engaged vendors and partners to develop customized service offerings as needed.Offshoring of specific roles and functions to India• Worked with counterparts in India to address language and communications issues with potential employee candidates. • Conducted interviews of Indian candidates, training and ongoing supervision to assure service levels were consistently maintained.Major Projects/Achievements:• Consistently maintained or exceeded all service level agreements on all accounts.Reduced operating budgets from year to year.• Successfully moved level 1 and 2 technical roles from the US to India, reducing operating cost by 10% in the first year.• Recognized by customer and upper management for superior customer service.Implemented written policy and procedures documentation for all accounts in the Midwestern region.