As a FastTrack Architect I focus on developing strategies to identify customer requirements and integrate them into Microsoft solutions. I support customers in deploying features and services aligned to a set of defined OKRs and metrics to ensure enablement and usage related to Microsoft purchased M365 licenses, including identity, security, data security, Copilot, and Viva. Leverage experience and business acumen to become the trusted advisor to the customer post-launch. Support customers by simplifying deployments, accelerating time to value to further increase usage and revenue growth. Align with account teams to assist with upsell opportunities and drive new revenue opportunities. Contribute to the success of others through communities, mentorship, and collaboration. Provide insights and feedback to the product groups for customer feedback and potential improvements of Microsoft products and services.

As a MSM Architect I focused on assisting customers manage and govern their strategic and operational changes to facilitate a digital transformation and migration to Microsoft cloud solutions through tailored and scoped engagements. Increase win rates by leveraging Microsoft’s competitive differentiators to create more value for customers. Drove customer outcomes through KPIs captured and linked to every feature/user story executed during delivery. C-Suite engagement to develop and drive change management and operational strategies

As the AVP of Cloud Services Delivery Management, I focus on aligning internal business relationships, liaising between key business stakeholders and the cloud delivery teams. I provide input to leadership to enable risk adverse decisions on cloud brokering as well as what services are required for a hybrid, multi-cloud infrastructure platform to meet critical technology and business requirements

As a Cloud Services Delivery Manager, my focus was on internal business relationships in order to provide key objectives to the cloud service delivery teams to meet business needs with an emphasis on developing a migration strategy to enable a cloud movement.

Focus on identification of and the selling of value-add engagements to clients, through all aspects of pre-sales activities and then on to delivery. Execute delivery as well as over-see the execution of delivery to ensure client needs are met and aligned to the defined scope of work.

Delivering IT Service Management related engagements leveraging various service management frameworks to maximize customer's investment in Microsoft technology products. Focusing on modernization of organizational and operational components to enable customer's to deliver best in class services. Additionally, assist with the creation and maintenance of intellectual property. Provide mentorship in understanding the rhythm of the business and guidance to assist others with successful delivery.

As an ITIL Process Project Manager, my role is not merely a Project Mgr. Currently serving as a IT Service Manager, Process Integration Lead for transitions with new clients, and performing continuous improvement activities against EMC's Best Practices. The goal as an IT Service Mgr is to ensure the Delivery Teams assigned to a client account have everything they need to perform operational activities to deliver world class service. My focus is within the ITIL Methodology, but it does not always stop with ITIL. Transitions allow for integration or even creating from scratch the required processes to effectively execute those services that have been contracted. We focus on the most common ITIL processes (Incident, Problem, Change, Request, Config etc), however we focus on those components that are needed for the scope of the contract signed. Continuous improvements are conducted against the best practice processes leveraged by the Managed Services division to provide value to the client account, I assist with assessments of the client account processes for maturity and improvements quarterly or yearly as needed, and collaborate with other IT Service Mgrs to ensure continuous improvements are being addressed.

Currently serve as the program manager and subject matter expert for all ITIL-related processes utilized globally by the information technology organization. Responsible for gaining buy-in and adoption of ITIL practices across the technology enterprise, including entry-level and advanced training sessions as well as user-group specific sessions (Change, Release, Incident and Problem).

Served as a facilitator for process improvements utilizing LEAN Thinking methodology and functional initiatives related to improving employee work environment to promote the 2015 Technology Products Strategy.

Accountable for the decisions made in order to restore business services during major incidents.

Managed a team of 10 individuals, operating a 24/7 function handling event and incident management responsible for business critical outages.

Managed a team of 15 individuals, responsible for end user request and incident management for all Asurion employees and external supporting vendors.

Developed and implemented change and release management processes, policies, and procedures for Enterprise IT. Responsible for effectively using these processes to implement varied projects, programs and plans that support achievement of business.

Lead point of contact for support of applications utilized by the claims processing business unit. Responsible for initial diagnosis of issues encountered by end-users, prioritization of the issue, and escalation to developers in order to identify work around and permanent resolution.

Responsible for managing the support engineer team, providing Level I and II technical diagnosis and fixes related to application errors, and assist with design and configuration for new development.

Purchasing Super User on a fast forward implementation of Oracle Financials.