• Served as liaison between customers and engineers, acting as the technical lead to deliver end-to-end IT solutions, monitoring design and changes for infrastructure applications.• Provided and supported the end-to-end implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; assessing and carrying out necessary processes and practices; monitoring progress and results while consistently adapting to competing demands, organizational changes, and new responsibilities.• Created and maintained project schedules by developing project plans and specifications, estimated time and resources, monitored milestone completion, tracking all phases of the project life cycle provided timely reporting of issues that impacted project progress, coordinated actions, resolved conflicts and managed customer relationships.• Served as the go-to person for expediting critical projects with aggressive timetables that required forward-thinking, directing, managing and decision making.• Interacted with Project Managers to track project progress, identify risks, communicate risks and status, and assess potential impacts to the business.• Recognized and capitalized on process improvement opportunities by leveraging internal knowledge through collaborative group sessions.• Assessed and resolved internal problems and customer-reported issues using the BMC Remedy Ticketing Tool.• Coordinated and executed user acceptance testing, ensuring that issues were identified, tracked, reported on, and resolved on time.• Improved our services, processes and customer experience by proactively looking for potential issues and addressing them before they occurred. Received praise and recognition from customers, and peers, for dedication to excellent customer service regularly.

• Led complex, year-long Six Sigma project resulting in first-year cost savings of more than $250,000 by reducing server hardware maintenance costs. • Managed requirements gathering and deployment of systems engineering projects involving network, infrastructure, and applications.• Collaborated with software and technical support teams to implement solutions for applications and servers.• Facilitated project meetings, brainstorming sessions, cause, and effect analysis and risk management sessions by performing end to end project management to implement new servers and applications.• Assigned to large, enterprise-wide standardization and process improvement initiatives by serving as a liaison for clients, technical support, telecom, vendors and team members.• Coordinated efforts with cross-functional teams to determine the proper escalation of alerts.• Spearheaded the installation of new systems, documentation and incident reviews for corrective/preventative action and orchestrated the implementation by maintaining ISO 9000 standards for procedures and records.• Created procedures, process maps, and workflow diagrams for more than 90 mid-range systems including hardware, applications, databases, backups, and batch jobs.