- Led cross-functional teams in the successful delivery of complex technical projects, ensuring alignment with business goals and timelines.- Developed and maintained detailed project plans, tracking milestones, risks, and dependencies to drive project success and stakeholder engagement.- Utilized Strategic Portfolio Management (SPM) within ServiceNow to develop detailed project plans and track projects. - Collaborated with engineering, governance and risk, and QA teams to define project requirements and ensure alignment.- Lead project to implement Splunk across three different environment and ingest logs of 14 different services.- Implemented Security Operations module within ServiceNow to manage security incident and vulnerability management response. - Implemented agile and waterfall methodologies, facilitating sprint planning, retrospectives, and daily stand-ups to enhance team efficiency and communication.- Managed project budgets and resource allocation, optimizing processes to achieve cost savings and improve project outcomes.- Established and maintained strong relationships with stakeholders, providing regular updates on project status, risks, and achievements.- Conducted post-project evaluations to identify lessons learned and drive continuous improvement in processes and methodologies.- Drove alignment on technical solutions across teams, facilitating discussions and negotiations to resolve conflicts and ensure project success.

- Led all technical projects including providing detailed project plans, budget, scope, and resource management.- Created plans, schedules, and estimates in line with IT roadmaps.- Partnered with cross functional teams such as Product, Development, Engineering, and Business teams on large, complex programs.- Mitigated risk and dependencies through effecting change management controls and processes. - Built strong relationships with internal and external stakeholders through effective communication and collaboration.- Regularly presented to senior management updates through dashboards, reports, and KPIs.- Managed a team of ten senior engineers that provided global support for Cvent's internal Network, AV, and Telecom.- Managed the migration of the company's internal datacenter to AWS cloud, ensuring minimal disruption to ongoing operations and staying within budget and timeline.- Designed, implemented, and managed local office firewalls, switches, routers, and wireless infrastructure.- Lead all M&A efforts for new company acquisitions.- Replaced wireless infrastructure from Cisco to Juniper Mist across twelve offices.- Led the network setup for new office build outs, ensuring adherence to office blueprints.- Implemented Open Path badge systems within all offices to enhance access control.- Restructured the call center to leverage cloud-based technologies with NICE inContact.- Managed Zoom account that includes meetings, webinars, phone, and Zoom rooms.- Set up a professional recording studio for presentations, recordings, and broadcasts- Set up processes, procedures, and run-books for major incident management- Led regular status meetings to monitor progress, address issues, and maintain open lines of communication among team members.- Set up training programs within the team to build, develop, and retain top talent.- Negotiated contracts and relationships through vendor management for products or services required by projects to save over 500K.

- Led a global technical support team of 35 to achieve a 97% customer satisfaction rating, reducing the average ticket resolution time by 15%.- Took ownership of technical solutions from end to end with associated architecture development and building, testing, documentation and publishing.- Led the migration of incident, problem, and change request processes from ServiceNow to Jira, resulting in a 20% reduction in request processing time.- Developed and implemented a self-service help portal for all departments and customers, reducing reliance on technical support staff by 30%.- Managed the implementation of Jira Service Desk ticketing systems for 10 local departments, customizing workflows to meet their specific needs.- Set-up chat bot system within Slack to deflect tickets and answer requests faster.- Replaced asset management system and established new standard operating procedures.- Implemented a software asset management program to track software licenses.Managed JAMF and SCCM services to overlook macOS and Windows endpoints.- Developed Confluence Wiki space for all departments.- Managed annual IT CAPEX and OPEX budget.- Managed the migration of the company's phone infrastructure to a VOIP Zoom phone system.- Managed multiple projects concurrently, ensuring timely delivery and meeting client expectations.- Implemented security protocols to protect sensitive data from unauthorized access or breaches.- Proposed conceptual technical solutions within an agile environment and made changes based on client feedback.

- Developed and implemented policies and procedures to standardize day-to-day activities and best practices, improving operational efficiency.- Developed a custom Helpdesk module within ServiceNow to distinguish between Incidents and Requests. - Led the integration of staff, systems, and policies following the merger of three companies, ensuring operational continuity for over 1,000 new users.- Implemented process improvements that led to a 15% increase in customer satisfaction score, from 80% to 95%. - Established best practices that helped reduce the average mean time to resolve (MTTR) from 40 hours to 24 hours.- Centralized multiple knowledge bases to establish one definitive site.- Collaborated with business units to define and implement Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for all ticket priorities, ensuring aligned expectations and improved service delivery.- Presented at the two ServiceNow user conferences including topics on Software asset management and Service Portal.

- Migrated Helpdesk system from Manage Engine to ServiceNow ensuring no disruption and establishing an ITIL approach to requests / incidents. - Served as a technical lead and point of escalation for a team of 30 engineers.- Produced ITSM procedures to get the organization to follow ITIL. - Established enterprise software asset management procedures and processes.- Created managerial metrics and reports that gave insight to the workload related to the information systems division.

 Built and maintained cloud infrastructure environments using VMware, Puppet, and AWS. Served as a Windows systems team lead. Worked with technical account managers to obtain requirements and issues related to customers. Improved run time for core processes using automation tools. SharePoint 2010 lead administrator. Created templates and baselines for server deployments. Established Enterprise Documentation Library. Led disaster recovery (DR) project that failed over datacenters. Participated in an 24/7 on call rotation. Led infrastructure and customer patching cycles through WSUS. Performed datacenter maintenance and inventory tasks. Assisted Linux and Networking teams in issues encountered.

 SharePoint server administrator (MOSS 2007 & MOSS 2010). Deployed packages through SCCM. VMware vSphere – Set up templates and Servers from those templates in vSphere. EMC – Avamar Backup client – Administrator for all backups. Set up and administered Microsoft Lync 2010. Administered SQL Server 2005 and SQL Server 2008. Open Text Content Server 10.2 Document Management System administrator. Set up instance of Service-Now and created the CMDB. SAP Business Objects administrator. Secunia CSI 6.0 – Set up system to integrate with SCCM and to scan for vulnerabilities. Manage Engine - Password Manager Pro – to manage enterprise passwords. Main escalation point for all commercial off the shelf software.

 Managed, recorded, and resolved troubleshooting tickets for the entire network that covers over 12 banks and over 5200+ users nationwide.  Administrator for our IT Service Management Suite (Service-Now) which includes, CMDB management, incident and problem tracking, and change controls. Set up a Definitive Software Library for our infrastructure. Managed project for the upgrade of the entire office to Microsoft Office 2007 Pro Plus. Responsible for desktop, software, and application support in the Office of Finance. Active Directory Administrator – New Users, computers, DHCP, DNS, and Group Policy  Microsoft Exchange – Set up and cleaned up mailboxes, size limits, and system policies. Set up, configured, and racked new servers to fit our environment. Administrator for our document management system, Hummingbird 6.0.5

 Overlooked and handled troubleshooting tickets for over 200 users locally and 6000 enterprise wide. In charge of revising and administrative local security policy. Helped migrate local email cluster to corporate Exchange 2003. Created complete backups of corporate files using Veritas Back Up Executive.

 Monitored and maintained multiple real-time corporate network servers such as Microsoft Small Business Server, SQL Server, Exchange Server, and ISA servers Managed and performed all network backup operations using Veritas Back Up Executive Performed network administration functions including Active Directory maintenance and security patch updates using WSUS Organized and maintained the TCP/IP LAN system