Directed the global HR Technology Service Delivery and Recovery Team, ensuring optimal service levels for 200,000 employees, managing 100 applications, and overseeing a $30B payroll and benefits system with a team of 50 Engineers and Managers.𝗞𝗲𝘆 𝗔𝗰𝗰𝗼𝗺𝗽𝗹𝗶𝘀𝗵𝗺𝗲𝗻𝘁𝘀:• Implemented Workday for a top 50 US company, ensuring a smooth transition and rapid exit from Hypercare in under 60 days. • Enhanced the technology platform to become the enterprise’s most stable, significantly reducing incident volume, aging, and priority levels.• Increased new hire retention by 20% through identifying and addressing 63 root causes, implementing 36 fixes in six months related to the new hire onboarding experience.• Implemented the HR Technology Service Management (ITSM) model defining end-to-end delivery of IT services, improving productivity, and increasing efficiency.• Proactively improved Data Quality, reducing incidents across hundreds of applications by correcting issues in 25+ key Workday data fields.• Launched an enterprise service for Assistive Technology users, ensuring essential tools were available for this critical user community.

Directed the HR Technology Production Support Team, CRM and Call Center Application Teams with a team of 30 Engineers and Managers.𝗞𝗲𝘆 𝗔𝗰𝗰𝗼𝗺𝗽𝗹𝗶𝘀𝗵𝗺𝗲𝗻𝘁𝘀:• Introduced AI, machine learning, and robotic processes to drive operational efficiencies.• Led the COVID-19 HRIT response, implementing over 75 measures within the first 90 days of the pandemic.• Eliminated 10,000 monthly phone calls by increasing PeopleSoft CRM adoption by 80% in 15 months.• Launched “100% Paperless” initiative, eliminating over 2M pieces of paper annually and improving data recovery.• Streamlined processes, retiring 8 outdated applications and significantly boosting productivity.

Led the Daily Operations team, addressing HR technical issues with a team of 10 engineers.𝗞𝗲𝘆 𝗔𝗰𝗰𝗼𝗺𝗽𝗹𝗶𝘀𝗵𝗺𝗲𝗻𝘁𝘀:• Adopted root cause analysis and continuous process improvement, achieving significant first-year gains: • 80% decrease in incident resolution time (from 5 days to 1) • 50% reduction in escalated issues • 50% cut in batch job abends