• Manages a staff of 250+ Desktop technical support individuals covering both national and international users. • Responsible for providing guidance, assistance, coordination, and follow-up on customer reported issues ensuring all issues are tracked and brought to conclusion, within stated SLA's. • Manages a $15m+ application portfolio. • Identifies opportunities to implement organizational and operational changes created by business needs and improve the delivery of service • Manages resources aligned to a portfolio of business applications in a way that promotes and sponsors the finding and removing of root causes of constituent dissatisfaction. • Manages a staff responsible for the planning, evaluation, implementation and communication for business system changes and breakage including: accountability for the delivery of Service Requests for each release across all domains and validation of the scope, schedule and cost of each release in addition to providing status reports, history and forecasts. • Builds relationship with Portfolio Managers to meet business objectives. • Removes organizational barriers that impact the cross-functional work • Initiates change efforts to achieve sustainable business results including all operational KPMs • Manages the business impact analysis of system defects, control/audit deficiencies and outages. • Communicates to management any impacts to customers and/or production. • Completes activities on time, within budget, and proactively identifies and communicates issues that may jeopardize delivery dates or budget to the Department Head. * Graduate of Paradigm for Parity (Profit/Loss) - 2022* Winner of the Phenomenal Women In Technology for CVS for 2021* Member of BRAVE (CVS Veteran Colleague Resource Group)* Member of BCRG (Black Colleague Resource Group)* Enrolled in the 2022 SE Regional Leadership Forum

• Ensure program goals/milestones are successfully achieved including all critical program and project deliverables. • Manage constraints of performance, cost, and time to successfully deliver the project goals and milestones.• Manage project teams, set priorities, resolve issues, and ensure project goals and requirements are met.• Resolve project roadblocks/conflicts by identifying win-win solutions and selling to the customer. • Monitor team progress by addressing issues, concerns and coaching as needed.• Understand and represent business’ needs, and assists business in understanding IT processes, and procedures.• Communicate complex issues to senior leadership and drive resolutions by gaining internal and external management support.• Apply project management methodology to project milestones in order to meet the client’s expectations. • Organize and manage internal, global and external resources required to support and execute the project.• Provide project status against milestone phase review objectives, schedule, and risk.• Single point of contact and responsible for all aspects of the development and implementation of multiple projects.• Manage technical projects from original concept through final implementation; define project scope and objectives; develop detailed work plans, schedules, project estimates, resource plans, and status reports. • Facilitated/managed projects transitioning from waterfall to agile project management methodology • Establish and maintained an effective working relationships with internal and external customers in a global environment• Provide monthly financial health assessment and coordinated program forecasts.

• Managed team of individuals responsible for monitoring network systems across the region – integrated with Incident and Change Management• Managed publishing of statistics for operational status of systems to Clients• Conduct weekly briefings to upper management on system status and remedial actions• Create SLA agreements between Clients and IT• Assist in development of support model and documentation for troubleshooting problems from HelpDesk level to Tier 3 internal and external network personnel

Manage a team of 5 technical leads. Overall manager for Incident and Crisis Management. Monitors infrastructure environment availability to minimize / prevent downtime. Assess and track issues to determine trends and root cause analysis. Notification to upper management and user population on status of all impacting system issues. Distribute reports - daily, weekly, monthly, quarterly, semin-annual and annually to provide input and direction for Infrastructure budget to maximize efficiency.