Change Management - Organize and chair the weekly CAB (Change Advisory Board) meetings – ensure all ITIL Change process are adhered to by following the Zebra Technology's Change Standards. Design, develop and chart multiple Change enhancements to certify better efficiencies within the Change Management environment. Established and generated sustainable Change Management metrics / statistics. Publishing for transparency and visibility regarding work volume and improvement results to the business and leadership

Change Management Role for Zebra Technologies - Ensured all Zebra Change Management functionality adhered to the ITIL Standards set by the organization. Designed, developed and charted multiple Change enhancements to certify better efficiencies within the Change Management environment. Established and generated sustainable Change Management metrics / statistics. Publishing for transparency and visibility regarding work volume and improvement results to the business and leadership

Incident Management - Managed reactive critical events. Drove severity 1 incident resolution through driving and facilitating vendor and support teams to restore business services to normal operational standards. Obtained critical business impact information, for root cause analysis which led to better decision making.Problem Management: Created problem records on Tier II & III levels to document Root Cause Analysis tasks (RCA), lead follow-up with resources to ensure all process are completed. Report to leadership on the progress of the execution of resolution tasks, Participate in all peer review meetings to provide recommendations for solutions. Communicate recommendations to leadership and the business

Owned multiple business units for end-to-end activities including critical event resolutions, root cause analysis discovering and solution implementations, assessing trending events and providing solution recommendations while collaborating with cross-functional teams to implement changes. Providing stability to their eco-systems. **Incident Management - Managed proactive and reactive critical events. Drove severity 1 incident resolution through leading and facilitating vendor and support teams to restore business services to normal operational standards. Obtained critical business impact information, for root cause analysis which led to better decision making. ** Eliminated problems before they became critical and negatively impacted the business **Problem Management: Created problem records on Tier I & II levels to document Root Cause Analysis tasks (RCA), follow-up with resources to ensure all process are completed. Report to leadership on the progress of the execution of tasks, Participate in all peer review and leadership meetings to provide recommendations for solutionsChange Management: Participated in Change Advisory Board (CAB) meetings to ensure accurate implementation and coordination with business portfolios. Worked with the business to create change records and document necessary steps and resources for a successful changes without impact to the business. **Continuous Improvement: ​Review and recommend changes to IT Leadership Team. Provide support to ensure continuous improvement of the Incident and Problem Management processes. ** ​ServiceNow - Incident and Ad Hoc Process owner: Create, collaborate with developers to test, implement, validate / confirm process improvement stories and functionality for Incident and Ad Hoc modules from a global perspective Ensured critical event resources were allocated appropriately

Monitored and reported anomalies for the Network, Mainframe and Server environments utilizing HP Openview and CA products. Created Incidents and Problem records documenting timelines, resolutions and business impacts. Provided follow-up with support teams to ensure all resolution tasks were completed successfully. Created / Maintained metrics for the data center, publishing the results to leadership. This assisted with areas of training and staff coverage.

Led 12 direct reports in monitoring and reporting anomalies utilizing Incident / problem application. Managed and monitored the Corporate Data Center environments of mainframe, servers and network. Organized and planned DR events and resources to execute both business / technical drills. Created life cycle processes for hardware and data center Data Center equipment, power sources and environmental stability. Established relationships with vendors and support teams to provide best practices. *Saved $250,000 quarterly by eliminating the need to process company wide payroll manually*Reduced utility cost by $70,000 per month, through revamping the carbon footprint and eliminating 170 pieces of hardware

Monitored and maintained the ZOS operating systems using Openview, Jobtrac, CICS, Unicenter and SDSF. Standardized several Operational processes and procedures using ITIL and ISO formats. Created and maintained Data Center metrics which provided input for training opportunities, staffing levels and continuous improvements and efficiencies. Facilitated Incident / Problem records with Remedy and provided the appropriate escalations and related communications to leadership. Participated in peer reviews and final solutions through the RCA (Root Cause Analysis) processes and tasks.