• Transformed a 32-member team into a unified, agile technology group within 18 months, enhancing IT service delivery and fostering innovative project collaboration.• Built relationships with executive leaders to establish vision, influence, and develop the service delivery strategy for a $1.5 billion revenue stream within Omnicom's Public Relations Group.• Focused on continual service improvement, promoting end user productivity while implementing governance controls and self-service architecture.• Aligned business, security, and technology service strategy through the deployment of ISO27001, SOC 2, and SOX regulations.• Increased client billing capabilities by 13% within 6 months by equipping new employees with access to essential technical tools and streamlined platforms upon hiring.• Reduced IT ownership costs by leading consolidation projects of SaaS platforms including Slack, Zoom, Miro, Google, Adobe, Greenhouse, and Microsoft 365.• Drove a significant cultural transformation by leading teams through digital transformation initiatives, enhancing collaboration and efficiency without compromising on security protocols.

• Represented a highly visible position in a newly remote workforce, deploying new reporting metrics and operational dashboards while augmenting teams to meet project demands.• Optimized ticket response timeline by 32% by developing new operational dashboards, service operating procedures (SOP's), and through distributed knowledge management practices.• Drove the successful implementation of Identity and Access Management (IAM) controls within 4 months, leading to improved data protection and adherence to regulatory requirements without compromising operational efficiency.• Standardized the operating model for new user provisioning, HR and finance processes, IT asset procurement (ITAD), and change control management.

• Designed and deployed the COVID service delivery response plan within 30 days, successfully supporting business operations while coordinating IT procurement demands despite global supply chain disruption.• Led the incident management team in developing best practices, improving overall response efficiency and fostering a proactive culture that minimized disruptions and maximized service continuity.• Analyzed and re-engineered IT business processes to optimize service delivery and efficiency while fostering alignment between security needs and business demands.• Designed and implemented new IT service management (ITSM) controls, including incident, request, risk, knowledge, and asset management - successfully reducing asset loss by 14%.• Managed third party service providers, establishing service agreements and expectations while identifying and closing service delivery gaps.

• Successfully streamlined North American IT operations for Omnicom's leading PR firm, FleishmanHillard, within 12 months.• Drove a service delivery transformation initiative within 6 months that seamlessly integrated multiple IT systems and geographic regions, improving cross-departmental collaboration and aligning with business goals.• Traveled and performed extensive discovery, mending business relationships establishing the knowledge management process.• Led recruitment and department restructuring efforts, stabilizing and securing IT service offerings. • Developed strong relationships with technology vendors, enhancing service level agreement compliance and ensuring the effective integration of service delivery solutions within 8 months.

During my time at Saint Louis University, I oversaw endpoint administration utilizing Microsoft SCCM, jamf, combined with a variety of full disk encryption products. As the technical product owner for University wide enterprise print solutions, I designed and deployed a cost saving platform allowing students and staff to pay for printing on campus through a centrally managed system. While supporting day to day operations, I also oversaw several pieces of specialized laboratory research equipment for the College of Arts and Science, optimizing efficiency, security and functionality of these critical research systems. My role also served as business relationship manager involved defining project requirements, troubleshooting issues, and devising technical solutions while fostering collaboration across departments within the University.

Successfully led a data migration project from Novell to Microsoft systems, serving as a subject-matter expert (SME).Championed the internship process, delivering value for the organization while developing new staff into promising technical experts - proving success with numerous graduates moving into full-time technology roles.

Provided Tier III technical support, serving cross-functional teams across the University.

• Designed and deployed help desk support ticket systems and warehouse inventory management systems with product invoicing.• Configured Novell desktop administration components through Console One and iManager.• Built, tested, and deployed standard images and deployed using Novell Zenworks and Norton Ghost.• Consolidated physical servers and workstations into virtual computing environments.