Oversaw various international teams responsible for client onboarding, contract configuration, client support, and legal talent assistance. Implemented standardized processes and SLAs resulting in a significant reduction in mean-time-to-close and initial response time, alongside achieving approximately 90% First Contact Resolution. Reorganized teams by specialties, implemented performance metrics, and cross-trained members for increased flexibility and growth opportunities.

Manager of Production Support for Apex Crypto, a PEAK6 Company

Built and directed an IT organization to provide Service Desk, Desktop Support, Change Management and Procurement services for a 2800-person firm. Built team from 10 to 40 during aggressive firm growth. - Managed $5.5 million budget. Reduced budget by 20%. - Reorganized team into specialist functions, separating Desktop Support from Service Desk, IT Purchasing, and onboarding activities.- Developed rapid response procedures. Reduced incident response time by 75%. - Mentored recruiting, staff management and development, operational improvement, and issue resolution.- Reduced new employee training time by 50% by implementing knowledge base and formalizing training.- Implemented change control program. Established processes for planning, reviewing, and coordinating change activities. Reduced unplanned outages by approximately 50%.- Overhauled firm-wide onboarding and offboarding, reducing required lead time to 24 hours.- Formalized response to incidents and the tracking of improvements to address underlying causes. - Implemented ITIL (ServiceNow) ticketing system and procedures. Established Service Level Objectives and tracked performance against them.- Expanded the services provided by the Service Desk to consolidate functions previously delivered by ad hoc groups, including physical security access, ERP support, and market data support.- Instituted an annual IT satisfaction survey. Reported on results and led individual projects to address key concerns and improve results.- Implemented outsourced off-hours support.- Implemented firmwide Bring Your Own Device program for email, resulting in the retirement of approximately 700 Blackberry devices over time.