• Created project plans encompassing all phases of delivery, from requirements through completion.• Managed migration of new technologies, data center moves, and product upgrades.• Supervised the efforts of international virtual team members to accomplish project objectives.• Mentored new PM's on stringent IT standards and processes.• Leads Daily Scrum Sessions, and tasking for multiple technical and business teams at a time.• Managing numerous Projects, Programs, and Initiatives at a time.• Ensuring Reporting and major events are tracked and communicated out to all required stakeholders. • Implementing and Managing Change and Change Control within the Program and Projects I control.

• Created project plans encompassing all phases of delivery, from requirements through completion.• Provide strategic process recommendations to optimize processes and work management across the organization.• Improved organization processes to align with company culture and agile management approach, to fix issues with work that was inflight prior to being onboarded. • Managed the development and operations team to ensure on-time delivery of features and timely incident resolution for systems used by organization for forecasting, planning and allocation of resources.• Led a technical cross-functional teams across geographical locations from different vendors in a Global Delivery Model • Enabled the agile transformation journey for the planning and implementation of Projects/Programs/Initiatives. • Identified and took action to mitigate risks to the project and organization.• Release Planning negotiated and defined detailed plan for delivery to internal and external stakeholders aligning with business goals and product roadmap.• Managed the development of products to ensure on-time delivery of feature and infrastructure enhancements• Measured and monitored progress to ensure milestones are completed on schedule• Managed and coordinated work between different teams across various geographical locations and ensured the team collaborates effectively with all stakeholders such as business partners, product teams and technology leadership• Responsible for work estimation, production support, on call management, design and development of artifacts, evaluate and improve software development processes.

-Oversee all aspects of the design and deployment of corporate information systems.- Manage all departmental information technology projects and work with Project Managers on goal attainment.- Research, negotiate and prepare IT consulting contracts.- Handles all recruiting and hiring of upper and mid level Information Systems managers, systems engineers and developers for clients we are contracted with.- Uncovered and introduced groundbreaking system efficiencies that slashed annual costs and led to dramatic increases in productivity.- Expertly managed concurrent enterprise system projects, emphasizing those with C-level exposure.

• Responsible for managing and providing production support for on-prem/cloud-based SAP Systems, in a 24x7 support model based on a defined SOW, for multiple clients. With the goal to Provide Strategic and Architectural guidance and work in an agile model for all applications which are designed/built/supported by the functional/development teams.• Responsible for planning, estimating, consulting, and leading the team on end to end support. • Determining detailed root cause analysis (RCAs) for all issues and updating knowledge bases to further improve established processes. • Working with a large pool of functional/development resources assigned to each client’s contract, to ensure all identified issues are tracked to closure. While sticking to established SLA’s defined in the SOW. • Responsible for the incident, problem, knowledge, change and release management of all the applications listed in the SOW for each client.• Managing and guiding multiple teams of onsite/offshore resources in their day to day production support (incident/problem) and change/release management activities. • Providing technical solutions to the issues faced by the development/production support team.• Providing regular updates to all stakeholders on project status, issues, trends, and contract/support risks.• Readiness planning across all reliant support teams to ensure successful support during defined operation support windows.

•Within 9 months of working here, I was able to drop total Outage hours from over 1500 hours (2018) down to 70 hours (2019). This was done by implementing new processes and optimizing how outages are handled. As well as utilizing enhanced problem management practices to implement business centric solutions and preventative changes to stop issues form reoccurring.•Dropped weekly average open support ticket rate by 90%, and average age of resolution from 20 days down to 7 days. This was done by implementing enhanced incident management practices, conducting training's, creation of technical documentation, and creation of support scripts to help the tiers of support agents in resolving issues. •Enhanced Quality Assurance Processes and Testing Scripts to minimize potential outages post release into production. This reduced total number of Outage causing events by 70%. •Initiated and oversaw the review of active database and application processes with the goal of introducing process improving automation and long-term support of the Production Environment. •Filling the role of Problem Manager and running the weekly RCA (Root Cause Analysis) Forum to ensure business centric solutions are chosen and properly scoped.•Client Management for internal and external stakeholders ensuring clear lines of communications are kept between contract, 3rd party vendors, and clients. •Reviewing LOE’s and Scope of work for project items and applications. Ensuring the requested work can be done with current resources or whether new resources must be brought on board to meet the project requirements. With the goal of completing the project or activity on time and within budget.•I handle and own all major incidents/problems ensuring communication with our clients, vendors, and internal stakeholders are done correctly and outcomes of these events are managed to completion.

• Established and coordinated Corporate/IT steering committees which improved productivity and relationships with a business customers and global partners.• Established and led functional teams (ranging from 5-10 staff and consultants across various projects) through all phases of software development lifecycle. Applications include Ticketing Systems, Analytic Reporting, Content Management Systems, and Records Management. Utilizing Agile, SCRUM, and sometimes Waterfall project methodologies.• Documented business requirements, detailed design specifications, and process workflow maps for developer implementation and user documentation.• Supervised Help Desk, Corporate, and Application Development staff to bridge skills/knowledge gaps across all IT owned and client facing applications.• Streamlined functions by developing and implementing process and task management ticket system.• Prioritized upgrade/enhancement requests, system issues, and end-user problems daily.• Ensured applications adhered to all Information security, risk and compliance global policies and standards.• Lead daily SCRUM Standup Meetings and established functional and maintainable backlogs for 3 teams across IT as a Certified SCRUM Master/Product Owner.• Helped designe applications for different platforms: mobile (iOS and Android), desktop (Mac and Windows) and web applications.• Created user journeys, storyboards, through initial research of customer needs to design intuitive and engaging applications that meet IT, Internal and External Customer Needs.• Created user interface models, user task and interaction flows, and screen designs for web-based applications to demo to clients to gain functional client/user feedback.

• Acting as 3rd level Technical/Production Support liaison between ShopperTraks external and internal stakeholders, vendors, and the Technology department. • I serve as an escalation point between internal operations and the technology department. • Assisted in application implementation, support, monitoring, change-management/control meetings, and trainings for new systems and processes within IT. • Identified manual processing deficiencies, and instituted automation techniques which reduced manual labor and increased work flow efficiency.• Reduced processing time by analyzing job schedules and implementing appropriate modifications.• Supported weekend and overnight systems upgrades: provided technical support and knowledge of system availability times; in need of back outs, would set up conference calls to engage technical resources to coordinate action plans.• Supported team effort in addressing UNIX and Windows server issues.• Attended daily status meeting to follow-up and resolve outstanding group issues• Motivated and assisted a team of 20 plus members working across the globe in reaching individual and team goals for quality, productivity, and customer data delivery needs.• Served as senior technician for team members as they provided clients and associates, technical assistance with regards to ShopperTrak programs.

• Ensured our clients received top notch support regarding their traffic counts and systems provided by ShopperTrak. • Fielded calls to and from many different clients to make sure they had the data they paid for and that the data was accurate.• Troubleshooting various connection types such as SSC, IP/VPN, Modem, and SIP (HTTP & FTP). • Working with the team in operations we provided vital support to ShopperTrak clients and make sure productivity remained high through team work and properly executed practices.

• At inter-Continental Diamonds I oversaw the day-to-day operations of the online division. • Making the company more productive with its online sales by implementing metrics and enhanced e-commerce experiences.• Handling client and stakeholder needs, program budgets, and online business presence. • Created and organized all business-related documents required of me. (Capacity Sheets, Schedules, budgets, stakeholder reports, etc.)

At inter-Continental Diamonds I was in charge of scheduling appointments, shipping of packages, as well as creating and organizing all business related documents required of me.

My job was to create art assets and simple block-in’s of environments for the projects they were currently working on within the Torque Game Engine. As well as testing game play features. All art assets created while in the internship were done in 3Ds Max or Maya and texturing of UVs in Adobe Photoshop.

My job was to manage the development of all in-game art assets as well as delegation of work between a team consisting of 4 artist, and 2 designers using Capacity Sheets and MS Project for Scheduling Milestones, and completed tasks. As well as testing all game play features.