Experienced Manager of International IT Operations responsible for leading strategic initiatives to optimize process and support efficiency of Global IT operations and infrastructure. Responsibility for building and maintaining strong relationships with operational leadership, business partners, and functional teams. Provide active leadership and oversight through development and maturation of Global IT Operational processes, while maintaining a high level of engagement with broader International IT strategy and commitments. Active member of International IT Leadership Team with focus on standardization, process improvement, privacy, risk, scalability, and education to support a coordinated growth strategy.IT leader with responsibility of Active Directory domain migration and decommission of local source infrastructure partnering with IT Security on device management compliance and Networking configuration. Ownership of International IT Service Management model for all international markets, leading standing IT service management touch points and coordinating support and engagement of both enterprise and local market teams. Oversee development and tracking of key project indicatives to insure successful implementation of business systems and clinical applications. Closely work with other business and IT leaders to ensure cohesive execution of stated objectives and strategy.

• Member of the Project Management Office Leadership Team to instill process standardization, efficiency gains and collaboration efforts of intake requests, governance and project management execution• Directed team responsible for Executive Reporting, Quality Control, Knowledge, Project Lifecycle and ServiceNow Demand and Project modules• Built new process for continuous improvement roadmap with vision, strategy and prioritization work items• Responsible for centralized tool list of defects and enhancements, setting priority and creation of requirements documentation• Designed annual test plan and test cases for upgrades of centralized tool in DEV, QA and PROD environments• Produced monthly metrics reporting graphs for Operational Review with VP• Compiled weekly COVID-19 Impact Reporting of all IT Lanes in IT Work Tracker and distributes to senior leadership• Gathered and analyzed key project data points to provide transparency and enable decision making for key stakeholders• Developed and prepared a variety of reports, including but not limited to, executive reports, management reports, status reports, utilization reports, ad hoc reports• Accountable for PMO knowledgebase structure, content and regular updates • Shaped Quality Controls to collaborate with IT partners to drive the quality of project data in a centralized tool• Delivered monthly Project Manager metrics scorecard distribution and semi-annual survey collection• Partnered with IT Project Managers and Business Relationship Managers to continuously improve tools, templates and processes used throughout the IT Project Delivery Lifecycle• Managed team of 5 including teammates and guest teammates• Performed quarterly and annual performance reviews, goal setting, mentoring, coaching and rewarding of direct reports• Facilitated meetings with teams across the IT department, including CIO and executive level participants

• Responsible for project management of plan development, resource monitoring, project tracking, status reporting, budget management, risk management and enterprise deployment • Provided and implemented change approach for new IT systems, enhancements and processes which impact business and clinical roles• Partnered with business sponsors to ensure their needs and vision are implemented and met• Analyzed impacts, created communication approach, developed feedback loops and navigated teammate resistance to increase satisfaction and usage of the updated tool• Managed multiple projects concurrently

• Responsible for leveraging ITIL, ITSM and other best practices and process methodologies to design and maintain process architectures for the delivery of IT services • Strategic point of contact to make sure defined processes satisfy basic business requirements and are integrated across the IT enterprise • Responsible for defining the key KPIs and metrics to measure the effectiveness and performance of processes and use those metrics to drive process improvement efforts• Partnered with process owners to implement business value measurements • Served as an integral resource for the individual process owners across IT that has final accountability for specific service management processes • Served as process architect for one or more key ITIL/ITSM process, including, but not limited to incident, problem, service level, service catalog, knowledge and request management• Created templates and requirements for standard process documentation• Assisted the Process Owner in reviewing and prioritizing improvements and maintenance of the CSI register• Subject matter expert for process design and integration of ITIL and ITSM processes across the enterprise• Novice for process excellence and standards adherence• Gathered business requirements to help define and direct process and tool changes, improvements and outcomes• Team member on the ITIL program steering committee and governing board providing oversight of process and service management activities and improvements

• Facilitated IT Service Management Lifecycle for IT Department• Cultivated an understanding of Identity and Access Management practices• Responsibility for internal Call Monitoring program and Knowledge base administration• Led internal Reporting and Analytics teams• Developed and execute vision, strategy and roadmap of operational teams• Managed team up to 27• Coached successor into a management role as well as others into promotional roles • Full accountability for monthly transfer and quarterly IT access reviews for SOX and HIPAA control processes• Designated as first point of contact for all internal and external audit processes and findings• Worked as a liaison between Application Owners and IT Security Team for compliant access provisioning and deprovisioning of authorized access requests• Coached in the execution of internal SWOT Analysis and Yearly Objective Planning• Assisted with SWOT Analysis for external Teams• Planned, coordinated and facilitated Management Meetings, Operational Reviews, Executive Operational Review along with all required documentation

• Managed Process Improvement Initiatives for Support Services partnering with other IT Teams, working with Executive members and facilitating department wide call reduction/avoidance initiative• Managed and assisted with large, complex, and/or ambiguous Support related projects in a Project Manager role• Provided root cause and data analysis on Support related problem tickets, identifying trends and opportunities• Developed and implemented Quality Assurance Program for IT Helpdesk• Monitored and graded IT Service calls based on agreed Support guidelines• Identified process improvements for policies and procedures increasing customer satisfaction• Identified improvement opportunities for Helpdesk call handling best practices, problem resolutions and knowledge documentation

• Demonstrated a solid understanding of all areas of the helpdesk operations and day-to-day processes and procedures• Trained new analysts on best practices and proper policies and procedures, overseeing skill level assignments• Conducted 90 day and annual performance reviews for a team of 7• Performed monthly meetings with team to ensure success in achieving goals, service observe calls and overall performance• Offered feedback, constructive criticism and rewarded results on a daily basis• Followed up with escalated customer issues needing a timely and accurate response• Represented Manager and Helpdesk team in special projects, conference calls and travel to different locations regarding new applications or new releases• Mentored first level analysts into leadership positions and successfully groomed into Seniors• Delegated special assignments and tasks to direct reports for their career growth• Responsible for all interviewing and hiring for open positions within the team• Responded to personnel issues including Performance Management Plans• Managed shift coverage for appropriate staffing needs• Administered payroll edits

• Escalation point for first level analysts to aid in troubleshooting and resolving customer issues timely and efficiently• Responsible for up to 5 analysts, leading team in achieving goals and training initiatives• Monitored ticketing queue for overall team for appropriate follow through resulting in great customer service• Identified and suggested improvements in processes, procedures and technical areas• Researched and documented problems and resolutions for insertion into the knowledge base• Handled all first level functions without assistance, maintaining a high first-call resolution rate, following policy, procedures and best practices• Carried out special projects as assigned. Appointed BORIS Imaging and Workflow Specialist, Procurement Specialist, Network Folder Specialist, ECI Specialist and Learning Management System Coordinator

• Provided expert and creative solutions to user problems to ensure user satisfaction and productivity, for internal user communities• Researched, resolved, and responded to complex questions received via telephone calls, emails, request forms, or escalations and provided support on electronic services, in accordance with current standards• Entered, tracked and resolved problems/questions in a corporate ticketing database• Developed, defined, and communicated user/technical service policies for products supported by the Helpdesk• Provided support for corporate billing system to ensure user satisfaction/timeliness• Completed various functions of corporate billing system including daily insurance billing, month-end close, and month-end reporting processes