· Manage IT Service Operations day to day activities for Novartis Cell & Gene Therapy, while focusing on end user experience, business objectives and overall organizational success.· Oversee the site’s computer life cycle management, including validation, qualification, staging, configuration, patching, maintenance, inventory management, and decommissioning for all End User IT manufacturing devices (tablets, trollies, touchscreens, label printers, scales, barcode and document scanners).· Collaborate with Novartis managers, SME’s, and application teams to complete deadline-driven deployment projects, as well as updating user guides and documentation while managing communications to end users and stakeholders at all levels. · Liaison between Novartis managers and third-party vendors for negotiating warranty agreements to ensure timely process flow of on & off-site hardware repairs.

· Mentor and lead IT support teams across US markets for AveXis / Novartis integration. Ensure IT issues are resolved successfully within service levels agreements, while adhering to Novartis policy and procedures.· Manage and improve the overall support process for service desk teams by implementing an IT check list, deployment documentation, and a SharePoint Tracker to improve resolutions and response times. · Foster an Agile team mindset reflected by strong collaboration, effective communication, and targeted team building to achieve respective key performance indicator targets and demands. · Provided detailed management information throughout the integration on service delivery support model, project deliverables and training need for overall success.

· Provide dedicated, prompt, and confidential 24x7/365 white glove executive support to C Level executives across multiple Novartis business divisions including Pharma, Oncology, Alcon, and Cell & Gene Therapy. · Act as the strategic interface between senior business leadership, IT Management and PM’s serving as a single point of contact and trusted business partner for Novartis Oncology Executive Services. · Leverage and build strong relationships with various levels of management, internal and external clientele, and stakeholders to ensure best practices is developed and implemented by the Executive community. · Manage very specific IT security requirements for client group while contributing to IT infrastructure. Forecasting technical improvements for new and existing applications while being mindful of corporate policies and budgets.

· Performed consulting services on broad range of corporate IT initiatives while participating in planning, analyzing, and implementing solutions in support of business objectives and goals.· Led and supported multiple offsite meetings for the Field Force and Oncology National Sales meetings.· Assisted in the transition of over 9,000 users from Windows XP to Windows 7 during the Global Novartis Connect Project, resulting in the project coming in ahead of schedule, below budget, and receiving high customer satisfaction scores.

· Managed, created and updated Remedy and Service Now tickets with a detailed log of events, solutions implemented, and to quickly minimize customer impact. · Successfully refreshed over 2,500 end-users’ laptops & workstations for Novartis PC Refresh Project.· Project Specialist for various pharmaceutical accounts

· Assisted in the administration department; answering calls, question and mentoring other students.· Developed strategic laptop plan that reduced leasing costs, streamlined asset management processes and procedures, enhanced effectiveness of vendor management and enabled better flexibility for making strategic decisions for students.· Set up new students with PC’s and software as needed for their courses: Troubleshot student’s workstations and resolved a range of issues from applications to hardware specific challenges.

· Enabled virtual IT organization set-up through streamlining of resources, standards, and processes.· Initiated kaizen project to improve dock congestion, cage stacking and departure times. Resulting in increased floor productivity, reduced damage rates and dock times.