Successfully managed information technology systems, ensuring cost effectivenessand high productivity. Demonstrated expertise in technicalmanagement, information analysis, and staying updated with theindustry's best practices including NIST frameworks.-Ensured 100% compliance with internal IT audits and providedseamless access to external auditors within Identity and AccessManagement (IAM) best practices. Achieved a 25% reduction in auditfindings, showcasing the effectiveness of implemented measures inmaintaining a secure and compliant IT environment.-Assessed vendors and developed test strategies for new hardwareand software.-Achieved notable improvements in team performance througheffective managing staff methodologies, directly leading to increasedoverall operational success and resulting in two promotions within twoquarters.

Confirms the optimal performance of business-critical networks, workstation equipment, Internet sites, user applications, and databases; access the capabilities of existing systems and processes with the goals of identifying improvement opportunities.-Readily evaluated emerging technologies for sustainability with long-term business goals. Held responsible for the procurement of hardware, software and equipment totaling $500k annually; negotiated and administered vendor contracts.-Implemented new technology solutions to enhance business operations, resulting in cost savings of over $100K annually-Optimized configuration and maintenance processes, reducing system downtime by 20% through efficient network hardware management, active directory oversight, and streamlined systems deployment & integration.-Led the global design and implementation of infrastructure and application hardening methodologies, resulting in a 30% reduction in security incidents across servers, AWS storage, network, and endpoints. Implemented least privileges, firewalls policies, access control, SSO, IP's, and encryption, contributing to a strengthened security posture.-Orchestrated testing and data collection for SOC 2 reports, resulting in a 10% reduction in identified vulnerabilities.-Achieved a 20% improvement in audit Key Performance Indicators by implementing efficient testing methodologies, ensuring comprehensive data coverage for compliance reporting.-Prepared and proofed documents for internal and external ISO audits, collaborated with key stakeholders to address challenges with audit process and ensure continuous service improvement by creating standards for data storage and access.

Oversaw Service Desk operations, ensuring proper assistance to 1000+global users. Crafted analytical models and business cases based onfinancial and industry data analysis to identify risks and implementcountermeasures. Supported budget planning and established structuresfor expense tracking.-Implemented Data Driven strategies to improve processes, reducingsystem downtime by 15%-Reduced escalations by 50% by developing Service Level Agreements(SLA's) to establish problem resolution expectations and timeframes.-Efficiently managed and improved the service desk, prioritizingcustomer service quality and availability.-Managed staffing, process design, KPIs, DRIs, and resolution plandevelopment.-Analyzed end user requests to make recommendations at CABmeetings for technology, process, and training changes that adhere toITIL framework.-Served as the Project Coordinator for integration and migrationsutilizing various aspects of SCRUM, Agile and Waterfall-Managed complex projects by Leading Cross-Functional Teams toimprove technical processes and procedures-Implemented Business Continuity plans to ensure uninterruptedservice during technical disruptions-Using Asana, Smartsheet's, and Confluence for effective projectmanagement.

Managed 200,000 annual service requests and multi-location projectsutilizing management skills in customer support, team coordination, andvendor relations. Advised on financial planning, emerging technologies,and led team restructuring.-Boosted Service Desk efficiency by 15% using ITIL practices,enhancing customer satisfaction by 10% monthly.-Implementing ServiceNow to integrate with our call center (avaya)which decreased our call abandonment rate by 20% and increasedour CSAT score by 80%.-Led efforts to develop business by streamlining technical processes,improving team collaboration, and enhancing service delivery for ourpartner physicians. This led to an 10% increase in quarterlyintegrations.-Managed and optimized various Business Functions to ensure smoothtechnical operations in the organization

Effectively managed and fixed hardware and software for variousequipment, provided advanced support to the Help Desk, and executedescalated workstation/software troubleshooting.-Identified, diagnosed, and resolved Level 2 problems for users of themainframe, personal computer software and hardware, local network,the Internet and new computer technology in a fast-pacedenvironment.-Communicated ticket status to users adhering to help desk SLAguidelines; responsible for tracking and deploying IT assets.

Provided network administration, including LAN troubleshooting for 400end-users PC's and peripheral devices.-Managed the configuration and performance management of all PCsystems and telecommunications; installs, configures, and maintainsback-end and front-end systems, as well as LAN and WAN connectionat remote sites.-Directed the investigation and resolution of hardware and softwareissues both remote and onsite; actively collaborates withtelecommunication teams to troubleshoot T1 lines and company-widephone problems.