• Played an integral role as company changed Service Desk and Onsite support providers (while divesting from former parent company), contributing to toward the overall business case to save $30 – 40M over 5 years.• Led the identified and reduced drivers of Service Desk high ticket volume by performing root cause analysis and implementing strategies and actions to reduce ticket volume by 30%.• Worked across the organization and globally drove improvements and transformational activities.• Managed relationships with key stakeholders, actively participated in monthly operational reviews to ensure SLAs and KPIs were met.• Recipient of the CEO award/Otis Medallion (the highest form of recognition an employee can receive) for significant contributions to the business.

• Developed and implemented enterprise Incident Management processes (standard operating procedures), to include Major Incident Management.• Stood up a Major Incident Management team within first 100 days of employment; staffed and coached a team of Major Incident Managers and collaborated with stakeholders for ongoing support and improvement.• Defined and Implemented SLAs based on incident priority in ServiceNow.• Transitioned Major Incident Management operational support to Infrastructure Operations team.

Responsible for the continuous quality improvement and general oversight of Dell’s IT Incident Management Process. • Planned and facilitated recurring global meetings with key business partners to understand & prioritize requested Incident Management process & tool (ServiceNow) changes.• Established Process Owners governance meetings and led recurring meetings to ensure continuity across all core ITIL processes (functions in one process may impact another process).• Partnered with project managers, application developers and key stakeholders to identify enhancements/functionality to improve the process and/or customer experience.• Identified/documented trends and partnered with support teams to improve system availability, streamline and automate work.

Responsible for the design, documentation and global training of a unified Dell-EMC IT Incident Management Process and migration to ServiceNow.• Led the effort to align key I/T processes after Dell acquired EMC for Incident, Problem and Change Management. This involved facilitating global meetings with key stakeholders, understanding and documenting the “As-Is” processes for each organization and obtaining buy-in on the “To-Be” single, unified process.• Partnered with Dell’s internal ServiceNow development team to ensure understanding of requirements and expected work-product.• Participated in daily SCRUM meetings to stay current with project status and escalated potential road-blocks.• Played a key role in documenting training materials for ServiceNow and provided global training for the newly integrated Incident Management process and the new tool.

Responsible for the documentation and global training of a Dell’s Major Incident Management Processes.• Authored standard operating procedures for Dell's global Major Incident Management team.• Sought out new technology to streamline and automate work activities.• Partnered with key IT support teams to diagram environment and steps required to resolve complex major incidents.• Facilitated MIM training on new documentation in an effort to coordinate required resources quicker and reduce downtime.

• Led global team members who provided Level 3 (Subject Matter Expert) support for ~100 applications required to run the Dell business.• Worked closely with organizational leadership to strategically affect direction of operations and improve overall service availability.• Documented, streamlined and automated processes.• Drove globally consistent processes, training, metrics, and global training to provide 5x24 support.

• Built and led a team to support Dell’s Product Group Engineers. • Documented environment, improved production server compliance from 1% to 99% through cross-functional planning and driving server and tech stack upgrades.• Drove cross-functional teams to utilize IT Standard Incident, Problem, and Change Management processes and tools.• Partnered with business to establish standard downtime windows for maintenance and deployments to minimize business impact.

• Established and managed an internal Help Desk to support Dell globally.• Led various teams such as Data Center Operations, Development, Support, Enterprise Back-up and Recovery, etc. globally.• BPI Area Champion and process owner for Change, Problem, and Release Management within the IT segment.• Provided leadership and mentoring of BPI projects, financially validated savings >$12M in 18 months.• Increased Data Center security and stability to the production environment while successfully managing server growth of 100% and maintaining a back-up success rate of 98%.• Developed and implemented customer satisfaction metrics.• Drove baseline from 17% customer advocacy to >80% in 18 months.