Orchestrated the end-to-end development lifecycle of technical learning solutions, enhancing retentionand transfer of learning across various programs, significantly impacting over 300 participants globally.Conducted comprehensive needs assessments through interviews and evaluations, identifying criticallearning gaps leading to the creation of a pioneering customer engagement skills program.Collaborated with global leaders to design and implement an onboarding training program focused onenabling frontline managers, leading to a 10% increase in customer satisfaction scores.

Deliver proactive and customized support experiences for ServiceNow customers who require a higher level of engagement. Build credibility with customer leadership to align support needs with business challenges and organizational priorities.

Promoted ITSM governance structure with representatives from each of the major functional/technical areas that support or provide the service. Delivered end-to-end solutions on ITSM Platforms which includes developing ITSM processes, organizing and prioritizing development efforts and interfacing with vendors and management.

Supervised and coordinated the work of professional and technical IT staff. Developed cost effective solutions that met operational needs. Published and maintained administrative and system standards in conformance with IT standards.

Directed U.S. Embassy based IT support throughout Trinidad and Tobago. Managed a peak staff of 10 IT support engineers and technicians dedicated to end user support, local site infrastructure support, and cloud-based application delivery.

Identified areas for the development of technical solutions to automate and/or improve business processes. Provided recommendations on new or enhanced systems, software, upgrades, and modifications.

Directed all aspects of administrative and technical functions within the enterprise’s IT department. Emphasized leadership development and provided succession coaching with a hands-on training curriculum.

Provided best in class training instruction to new and existing employees. Identified learning and employee development opportunities and made solution recommendations.