Responsible for developing, leading and executing IT Change Management Practice.• Lead Change Advisory Boards for evaluation and approval of production IT changes.• Develop, evaluate and maintain Change Management policies, processes, and standard operating procedures.• Lead Change Management workstream to onboard teams to the Change Management policy.• Institute multitiered change approval authorities for change evaluation and approval based on business impact and change risk.• Report on key IT Change Management metrics monthly.• Manage Change Management catalog, workflows, and change records within IT Service Management Tool (EasyVista).

Responsible for developing, leading and executing IT Change Management and Problem Management.• Led Change Advisory Board for evaluation and approval of production IT changes.• Led Root Cause Analysis Review Board for evaluation and approval of root cause analysis and corrective actions to production problems.• Developed, evaluated and maintained Change Management and Problem Management policies, processes, and standard operating procedures.• Initiated an application and infrastructure classification process to classify applications and infrastructure according to business criticallity.• Reported on key IT Service Management metrics monthly.

Responsible for leading a 5 person application development team. This team provided application development and support for small to medium sized companies focusing on SAP, Sharepoint, .NET, and PowerBI. In addition, this team also provided Data Warehouse expertise.• Managed and coordinated small to medium sized projects from initiation to execution.• Provided day to day management of incidents and service requests.• Developed an IT Service Management process improvement roadmap.• Created proposals for Statements of Work and assisted with Statement of Work creation.

Responsible for leading a 10-12 person team who managed and owned an application portfolio consisting of IT Service Management, IT Compliance, and Performance Monitoring applications. This team was responsible for all aspects of application health including maintenance, support, enhancements, projects, and end of life.• Hired and on-boarded an offshore team to supplement the onshore team as part of the company’s strategic workforce plan. • Integrated Performance Monitoring team into the Software Engineering team to align to IT’s strategic goals.• Assisted with the implementation of a new IT Service Management application platform.• Led the stabilization and improved performance of the IT Service Management application after project ended.

Responsible for defining program scope, budget, forecast, resources and timelines and adhering to company’s Program Management methodology throughout the execution lifecycle of each program.• Led the execution of an information security risk reduction roadmap program which became the basis of company’s multi-million dollar, multi-year information security risk reduction program.• Managed the execution of an Identity and Access Management roadmap program which became the basis of company’s longer term Identity and Access Management strategy.Oversaw the completion of an Identity Manager conversion which was part of a $26MM program.

Responsible for all maintenance and level two support for multiple application portfolios which included Human Resources, Finance, and Business Intelligence / Data Warehouse.• Led transition from onshore in-house support model to an offshore managed service support model for Human Resources application portfolio to drive efficiencies with support costs.• Implemented project to support transitions for new applications/services to improve support of new applications / enhancements.• Managed level two Incident Management team providing 24x7, 365 day/year support as well Problem Management team which provided analysis, design, testing, and implementation of fixes to prioritized problems to improve service level agreements with business teams.• Implemented local change advisory board for Human Resources suite of applications. Served as approval point for all changes within that space. Participated in change advisory boards and approval point for Business Intelligence and Finance as well.

Responsible for team leadership of store-based applications across Websphere/AIX, PC, Mainframe, and AIX/C/Sybase platforms including maintenance, support, enhancements, and projects.• Conducted effort to move level two support from employees to a near shore model including process improvements with the level two support processes which reducing support costs.• Participated in a task force to define incident, problem, change and release management processes for a service delivery organization to improve organization’s support posture.• Led development team through software development life cycle for a project to integrate a large-scale vendor solution with a custom legacy system to drive company sales for installations.• Provided cost, time, and resource estimates for development solutions to assist managers with project execution.• Coordinated multiple development efforts simultaneously with both internal, contract, and vendor teams.