• Deployed HR Case Management with inbound actions, HR Services, Agent Workspace, and a custom portal. Improved employee experience and created new metrics for HR to justify additional staffing.• Partnered with ClearSky IGA to design and implement role-based provisioning. Improved new employee onboarding experience.• Developed a Contract Review application to replace email and spreadsheets. Improved work visibility and requester communications.• Automated new hire workflows leveraging PowerShell, JavaScript, and REST APIs. Reduced new account provisioning process from days to ten minutes.• Integrated ServiceNow with Zabbix infrastructure monitoring. Automated incident routing, escalation, and on-call notification.• Reviewed existing workflows to implement automation activities. Reduced the number of manual tasks by 45%.• Used ServiceNow Discovery and integration with SCCM and SolarWinds to build CMDB and infrastructure relationship mapping.

• Improved IT governance by implementing ServiceNow Change Management. Reduced change collisions and improved approval and validation speed.• Redesigned legacy request portal and requests into the ServiceNow Service Catalog. Improved approval workflows and task management.• Built custom project request, approval, and tracking application. Eliminated the use of manual Excel spreadsheets for project tracking.

Responsible for incident and problem management, root cause analysis of system issues, event coordination and validation, and system troubleshooting for Fidelity Investment’s primary manufacturing facility.• Provided event coordination and validation for events such as ERP and Imaging System upgrades, disaster recovery exercises, and campus electrical maintenance.• Developed technical documentation for effective incident management and disaster recovery validation procedures for Fidelity’s manufacturing, warehousing, and image capture systems.• Educated offshore resources regarding Fidelity Enterprise Operations procedures, systems, and applications.• Managed HP Service Center incident queue to troubleshoot, communicate, and resolve system and process incidents.• Analyzed incident queue metrics to report on frequency and root cause of incidents.

Planned, designed, implemented, and supported electronic messaging and monitoring systems for 24x7 usage.• Proposed, planned, and implemented an enterprise monitoring solution using HP SiteScope 8.9 that consisted of 25,000 monitors for 3,100 Windows and 500 UNIX servers; solution provided core availability, access to key performance indicators, alerting and recovery scripts for the bank’s most critical applications.• Designed and implemented a high availability enterprise fax infrastructure using RightFax 8.7 and Microsoft server clustering to process 24,000 daily fax pages and support 1,000 incoming fax numbers. The new environment resulted in a 44% reduction of physical fax machines, improved efficiency for administrative staff and improved controls on customer information.• Designed and implemented a BlackBerry Server environment using Microsoft SQL and Exchange 2003 integration to accommodate growth and availability of up to 6,000 BlackBerry devices; this design established security policies to meet compliance standards for encryption, passwords, and service control.• Designed and delivered trainingo BlackBerry smartphone to several hundred employees at all levelso BlackBerry and RightFax for 30 end user support specialists, improving first call resolutiono Event detection and response procedures for Fifth Third Bank command center first level responders• Integrated fax automation services successfully into many of the bank’s most critical applications using IBM MQ, Virtual Print Services, Microsoft Exchange 2003, XML and text file feeds.• Assisted with the development of the corporate charge-back model for BlackBerry purchases and usage. This model allowed Fifth Third Bank’s IT division to charge-back over $150,000 of monthly data and support services to internal business partners.

Maintain and manage vendor relations for wireless computing program in critical role as part of the Enterprise Messaging team. Monitor and assess critical applications for functionality, scope, and potential process improvements. Develop and establish Blackberry, Rightfax, and monitoring infrastructures with 24/7 enterprise monitoring infrastructure maintenance and support. Outline and author Blackberry policies, standards, and procedures; as well as the approval and provisioning process. Create and launch the bank's Intranet site dedicated to enterprise monitoring. Direct and administer service level agreements (SLAs). Negotiate voice and data carriers, purchases/procurement policies, as well as required training for help desk teams. Provide technical support to upper management / executives on various technologies. Devise end-user Blackberry training materials. Conducted troubleshooting of Tier 3 / Level 3 helpdesk tickets.

Supported the implementation and deployment of internal business systems and action plans. Provided strategic IT resource allocation, operations planning, and account management. Launched CACS (Computer Aided Collection System) to 200+ workstations to facilitate the migration of a new mainframe Consumer Lending Collection system. Conducted extensive technical support for software and hardware for 700 locations nationwide. Skills:- Desktop Software Packaging- Login Script management- Desktop OS management and deployment- Mentor/Train Help Desk Team regarding changes to OS and new software deployments

Worked as an IT Support specialist with the Bank's central IT Support desk. Primarily worked the incident queue to resolve software and hardware issues with all Fifth Third Branch locations and internal business units. Focused on desktop issues, including Microsoft Windows and Office products.Skills- Effective written and verbal communication- Technical troubleshooting- Problem Management