Stepped in to improve IT operations across SmartSpot (walk-up service desk), communications, process and procedures, incident/impact reduction, department metrics, training, coaching, performance management, and career development. Accountable for objectives and goals across Australia, Canada, India, Ireland, Philippines, United Kingdom, and the United States, while driving transparency and improving employee engagement across 400+ team members to benefit the customer experience.• Performance Improvement transformed One-on-One metrics through a reduction of over 50 reports by developing automated reporting. » Contributed to a 4.8% efficiency gain • Provided Global Direction and Alignment, partnered with stakeholders to align goals, objectives, processes, procedures, training, and reporting metrics in India, Ireland, Philippines, United Kingdom, and the United States. » Removed duplication of 21 activities.

I led a global IT technical support team of fifteen to eighteen staff. This team provided support across software deployments, level 1 & 2 Problem Management, Impact Analysis, New Technologies, Hardware Management, and Migration & Acquisitions for all of UHG.This team supported software deployments ranging from 7.6 million in 2016 to 9.6 million in 2017. These deployments included new software installations, upgrades, and security patches. For each of these activities, we drove issue identification and trending, troubleshooting, and problem resolution. We continually maintained communication, both written and verbal with the senior leadership, project teams, our customers, and all desktop support teams.The Impact analysis team ensured that all support teams across levels 1 & 2 are aware of any upcoming changes, deployment, or tool outages. Additionally, the team reported the impact of changes to leadership.For 2017, through proactive monitoring of reported problems and trending analysis through numerous paths including Systrack, Tableau development, and ServiceNow, the Problem Management team eliminated an annualized volume of 220K customer-impacting issues from the environment. My team also managed senior leadership escalations, during which we would continually provide weekly updates through written or verbal communication or presentations.

I led a global IT technical support team of twelve to fourteen staff. This team provided support across software deployments, level 2 Problem Management, New Technologies, and Migration & Acquisitions for all of UHG.This Deployment team supported software deployments ranging from 3.2 million in 2014 to 5.4 million in 2015. These deployments included new software installations, upgrades, and security patches. For each of these activities, we drove issue identification and trending, troubleshooting, and problem resolution. We continually maintained communication, both written and verbal with the senior leadership, project teams, our customers, and all desktop support teams.

Supported hundreds of small to large deployments and mergers and acquisitions where trend analysis and root cause identification helped to limit customer downtime. These responsibilities included leading groups of contractors for large-scale operations, including Office 2010, Pointsec, and numerous migration and acquisition activities.During these activities, we continually maintained a high level of communication, both written and verbal with the project (Scrum) team, our customer, and the service desk. Activities included troubleshooting unknown issues, knowledge discussion and creation, policy and procedure creation, issue elimination, and mentoring of new team members.

I led nighttime functions for a variable number of FTE’s and contractors. I was responsible for resolving escalated issues nightly, ensuring all devices were ready for the customers upon their morning arrival and providing a daily migration report to management. The report included the volume of migrations, problems encountered, and documentation of resolution steps for an investigation into issue elimination and for reference by the day support team when required.