• Pioneered the use of UiPath for automation within the department, leading internal and external training sessions, and developing multiple desktop automations to streamline monotonous tasks of the Operations and Writing teams.• Developed, and implemented an operations request portal using Canvas and Model-Driven Power Apps, enabling the Operations team to replace email-based requests with a structured, reportable system. Solution utilized dataflows and virtual tables to ensure referenced data was accurate and up to date. • Developed a Power Apps solution to monitor shared mailboxes, automatically categorizing incoming requests and generating tickets within the portal, streamlining workflow and improving organization.• Built a Model-Driven app linked to the inbound email solution, generating automated end-of-month reports and dashboards, eliminating the need for manual reporting by leadership.• Led Power Apps and Dataverse training initiatives by completing advanced courses and conducting training sessions with colleagues, enabling them to develop their own solutions. Curated and distributed a comprehensive set of online training resources to support ongoing team development.

• Led Robotic Process Automation (RPA) projects across multiple business lines, partnering with Solution Consultants to deliver strategic, ROI-focused automation solutions. Provided guidance on process optimization and risk management to align with business objectives.• Collaborated with Process Owners and Subject Matter Experts (SMEs) to design, develop, and implement RPA solutions, ensuring alignment with industry best practices and client standards. Led RAD sessions to create both attended and unattended automation strategies. Authored key documents, including Business Requirement Documents (BRDs) and Process Maps, for development teams.• Created a Project Intake Survey tool to help client organizations evaluate and prioritize projects, identify technology conflicts, and track critical project data.• Developed a UiPath automation to retrieve process details from multiple SORs and generate standardized artifacts for business review, significantly reducing manual research time and ensuring consistent documentation."• Leveraged UiPath AI Center/Action Center for enterprise-level automation projects, handling data grooming, dataset generation, model training (MLTC), and result validation.

• Aligned with Solution Consultants in client organizations to lead in Robotic Process Automation (RPA) automation projects across multiple lines of business. Provided strategic direction and creative automation solutions for business leadership to meet process needs and requirements while considering ROI, process optimization and risk potential.• Worked closely with Process Owners and Subject Matter Experts (SME) to design, write and implement RPA solutions while adhering to industry best practices and client organizational standards and requirements. Conducted daily/weekly Rapid Application Development (RAD) sessions with aligned SMEs to design automation solutions utilizing both attended and unattended approaches. Authored artifacts such as Business Requirement Documents (BRD) and Process Maps for the utilization of development teams.• Designed and implemented a Project Intake Survey job-aid to assist client organization in the evaluation of a proposed projects, apply prioritization, advise on technology conflicts, and track any relevant data gathered during a given project.

• Designed and architected SolarWinds Orion ‘Software and Application Monitoring’ (SAM) & ‘Web Performance Monitoring’ (WPM) environments for application support division. Providing customized real-time alerts and incident tickets for analysis by business administration.• Administrator of Bank ServiceNow platform; designed and established both production and lower environments of ServiceNow for use in companywide IT service management and business operations.• Designed and implemented centralized SharePoint site(s) to be leveraged by all IS support groups for centralized documentation and on-call communication. • Designed and implemented on-call engagement and escalation procedures and framework for all support divisions utilizing PagerDuty. Implementation included dynamic actions based on data analysis from event management.• Collaborated with business partners to design and implement a companywide service portal utilized by the help desk, and operations support teams. Created over 300+ work order processes and developed support documentation for user acceptance testing.• Designed and implemented monthly automated reports using multiple Management Information Systems (MIS) to provide a greater insight into the operational health of the organization.

• Tasked with seeking out operational waste by consulting then collaborating with IS and business partners to better upstand their operational workflows and provide optimized process designs/mapping to better streamline procedures.• Lead in 35+ process improvement projects that resulted in the elimination of and average of 95% of all manual interactions required for Bank Operations technicians; saving over 15,000 hours in operational cost.• Reduced processing hours for daily/monthly procedures by 85% utilizing combinations of process redesign and leveraging RPA services. • Consulted with business partners weekly to collaborate on over 25 Batch/PowerShell script projects to eliminate manual processing requirements of multiple bank operations and business groups.• Removed the need for scheduled end of month operations overtime by designing RPA solutions according to the business operational requirements; eliminating the payroll cost completely.• Replaced end of month maintenance validation efforts with a combination of real-time monitoring and reporting services previously under-utilized in the company portfolio; eliminating operational cost completely.

• Wrote and implemented Problem Management process within the Bank and managed the lifecyle of all problem remediation efforts conducted by the IT division. Reported and discussed all outstanding items with senior management and provided technical insight for process mapping .• Designed and maintained a monthly division wide IT newsletter, as well as maintained and coordinated the company communication committee that published it.• Redesigned the IT division’s Atlassian Confluence space. Documents and files provided or searched out were updated and consolidated into a searchable user-friendly UI database. This became the central location for all documentation within the division.• Designed and established ITSM engagement procedures in accordance with ITIL standards as well as associated on-call rotations and standard operating procedures for all IS support teams.• Obtained ITIL Foundation Certificate in IT Service Management V3

• Team lead and escalation point in RNOC environment for 85+ enterprise customers. Provided real-time monitoring and administration for client network and server environments.• Provided initial 90-day training of all Network Observation Center (NOC) new hires across multiple operational platforms and provided assessment and personal feedback to management.• Maintained strict Service Level Agreements (SLA) and facilitated operational changes and coaching opportunities to ensure compliance and continued collaboration and operational excellence.• Consulted and assisted break-fix efforts with client/vendor support teams and negotiated proper escalation of unresolved issues to reduce over-all downtime of enterprise clients in a dynamic environment.• 2014 Company Values Award• 2014 Network Technician of the Year