Planned career break to "reboot", focus on family, travel some, and spend more time with my aging parents.

Responsible for service quality, operations management, application support, ServiceNow evolution, process quality, 24/7 command center, disaster recovery, Change Mgmt., major incidents, Problem Mgmt., CMDB, metrics, reporting, project management, annual budgeting, and vendor management.• Matured technology operations with numerous ITIL improvements and simplified processes leveraging ServiceNow including Change, Incident, Problem CMDB, Requests, Inventory, reporting, along with documentation, training, and consistent communications.• Achieved 20% annual savings by transitioning 24/7 global command center to new offshore supplier with measurable requirements. Benefits included expanded scope of services, improved service quality, increased annual ticket volume, 100+ documented procedures, continued staff development with growth opportunities. • Ensured business continuity and regulatory compliance by improving and orchestrating annual disaster recovery testing of mission critical applications with expanded scope, broad technology and business participation, external audit review, issue tracking with resolution, and vendor involvement.

Responsible for global IT process quality for infrastructure services and management of 5000 servers, 250 business critical applications, cross-functional processes, and vendor service governance.• Managed daily technology operations including Change Mgmt., Incident Mgmt., Problem Mgmt., CMDB, Service Catalog, application availability, ServiceNow configuration, and the Global NOC.• Served as transition manager for a multi-year $40MM managed services engagement to streamline cross-functional infrastructure services with a new service provider.• Developed and implemented IT Crisis Management process, in response to Hurricane Sandy, to increase organizational readiness and minimize business impact for future major events.• Business Process Owner (BPO) for several SOX audit controls including quarterly and annual compliance walkthroughs.• Lead monthly meetings with IT CIOs to review infrastructure service performance, issues, projects, and other key discussion points.

Hands on manager of a team focused on Active Directory and Identity Management technologies.• Improved user experience and platform security with implementation of identity management infrastructure and standardization and upgrade of Active Directory including consolidation of multiple forests and domains.• Technical management of Active Directory, Enterprise Directory, PKI, DNS, DHCP, WINS, and Group Policy.• Annual budget planning and cost management for directory and identity infrastructure.• Developed a team of highly skilled engineers to support global infrastructure technologies.• Ensured that proper process, procedures and KPIs were established to measure product performance.

Responsible for global Microsoft infrastructure operations, deployment, maintenance, and business driven expansion of a multidomain Active Directory infrastructure encompassing 18 countries, 13 domains, 800+ Servers, 5000+ Workstations, 600+ Group Policies.• International platform administration and management of Active Directory.• Added new child domains, domain controllers, sites and subnets, schema extensions, user and group management, server, and workstation standards.• Implemented IPSec filtering on 450+ Windows Servers leveraging Group Policy, significantly reducing the risk of unauthorized network access to servers at no additional cost to the business.

Configure, rack, stack, and support of Windows NT4 Servers. Some user management.

Support of file and print servers in a mixed NT and NetWare environment. Migration of desktops from Windows 95 to NT 4.0

Server Support, Desktop Support, Executive Support. Ticket management

Novell NetWare Support

End user support for 1100 employees.

End user support for 650 seats, Tier 1 and II Help Desk support, CEO and CIO Support Team Leader