Oversaw end-to-end program management, steering complex multi-disciplinary product development from design to delivery while leading cross-functional teams. Spearheaded development and launch of automated offboarding system for hardware, eliminating manager involvement, improving associate communication, and streamlining. Crafted product enhancements for various departmental services. Collaborated with stakeholders to define requirements, oversee project schedules, identify and address potential challenges through risk assessments and mitigation strategies and work with technical teams to identify and deliver technical solution. ● Implemented automated desktop and laptop locking upon associate termination, slashing data security breach window from seven days to one day.● Introduced endpoint vulnerability automation tool, boosting hardware health, and reducing incident volume by impressive 35% for Service Desk.● Revolutionized hardware ordering experience with customized software solution, reducing order process by 15 minutes and enhancing user satisfaction.● Developed novel password reset tool, resulting in 80% reduction (20K) in legacy password volume at Service Desk while enhancing associate productivity.● Successfully deployed IT support tool for 70K associates, leading to increased productivity and substantial 119K reduction in annual Service Desk incidents.● Conducted executive briefings, delivering project status updates, technical insights, and scheduled timelines to various lines of business.

Spearheaded transformation program as IT project manager, guiding team in overhauling Service Desk to enhance productivity and customer satisfaction through digital tools. Directed implementation of AWS Connect for internal support functions (team of 75 agents). Collaborated closely with technical teams, business stakeholders, and vendors to ensure project's success. Monitored vigilance over project budgets and resource allocation, making necessary adjustments to meet financial targets. Implemented project management best practices, thereby enhancing efficiency and streamlining project delivery.● Oversaw deployment of ServiceNow to internal support functions, catering to 70K portal end users and 350 agents, resulting in reduced wait times, heightened customer satisfaction, and improved first-call resolution rates.● Seamlessly integrated with ServiceNow, providing 360-degree view of customer and enabling more efficient support.

Managed IT projects as HP IT Global Service Desk Project Manager, overseeing implementation of Salesforce Service Cloud for end users and Service Desk agents, resulting in organizational efficiencies. Functioned as Salesforce Service Cloud Platform Consultant and business Project Manager.● Led Salesforce Service Cloud/IVR 'company split' for HP into two successor entities, HPE and HP Inc., entailing separation of processes, people, and tools to support launch of both companies on 'Day One'.● Successfully deployed HR Global Service Desk for 350K portal end users and 500 HR agents.

Spearheaded full lifecycle application development project within Global Operations Planning, aimed at enhancing retail center operations and color management efficiencies.● Orchestrated $1.8M Color Management software initiative, positioning FedEx Office to attain competitive edge with commercial customers across 1.8K center locations.● Yielded 90% satisfaction rate among end users for Color Management deployment, with 85% finding software easy to use, and 80% of cross-business unit stakeholders (30+) acknowledging project outperforming previous initiatives in terms of effectiveness.

Directed both internal resources and vendor partners throughout complete project life cycle. Facilitated initiation, vendor selection, funding, and planning for external Customer Care and Sales teams, as well as internal Tech Support.● Oversaw multi-phase Contact Center implementation worth over $1.2M.● Successfully managed PC refresh improvement program that led to recurring annual savings of $665K by establishing new scalable PC refresh model for 5K North American PCs.

Prioritized, planned, and headed execution of Service Desk improvement projects, overseeing full lifecycle management of initiatives. Served as primary liaison between business representatives, leadership, development, infrastructure management, and external service providers.● Achieved 10% reduction in annual support costs by implementing Chat support channel for all 20K retail employees.