•Responsible for the end-to-end life cycle of the Teams-enabled video and audio endpoints within the Virtual Meeting portfolio on a global level. •Proactively research and evaluate feasibility of implementing new technologies and features that may improve portfolio of products.•Direct reporting of product utilization and reporting to drive product marketing, user adoption and continuous improvement initiatives. •Partner with deployment and transition teams to prepare business change material and product industrialization.•Plan, budget and sponsor the investment portfolio to deliver new product features.•Ensuring product portfolio aligns with local and global compliance and Information Security policies.

•Oversee the Workplace Operations Department, consisting of Helpdesk Level 1, Desktop Level 2, VIP, Collaboration Platform and Audio-Visual support functions serving 10,000 employees across the U.S.•Review incoming daily demand of incidents, service requests and changes to assign story points and allocate the tickets to team members based on workload.•Analyze trends in supply and demand of tickets and story points and provide feedback and coaching to the team and individual team members.•Hold and facilitate daily huddles to communicate priorities and assist to problem solve and remove barriers.•Identify recommendation for productivity improvements based on data metrics. •Provide monthly and quarterly high-level data metric reporting to the CIO and Executive Management. •Handle management escalations and respond to customer complaints ensuring service issues are effectively remediated to sustain customer satisfaction benchmarks.•Responsible for operational readiness of lights-on teams to support product releases; facilitating knowledge transfer, documenting operational procedures, communicating to and training end-users.•Establish Video Conferencing Strategy migrating 150 endpoints from Cisco to Polycom; built and presented business case to Executive Stakeholders, secured funding and now overseeing implementation.

•Manage and direct the Service Excellence & Process management team; includes setting priorities, assigning projects, reporting of group activities and hiring/terminating of staff to maintain optimum performance of job duties•Establish Service Delivery Management team to provide leadership and direction on QoS and priority issues•Ensure 100% availability and maintenance of the CA Service Desk, Service Catalog and Crystal Reports application affecting 3500+ users•Accountable for maintenance, metrics and SLAs of the following company processes: Standard Service Request and Non-standard service request•Review, evaluate and prepare periodic performance reports of the team. Prepare objectives, training plans and mid- and year-end reviews along with the intent of developing the staff into a high-performing department•Responsible for ensuring appropriate metrics are being monitored and trended, thresholds have been established, alerting solutions deployed and, periodic status reports provided to stakeholders for all critical systems within their specific area of responsibility•Participate in the development and implementation of processes that improve efficiency, enhance productivity, improve KPIs and drive customer satisfaction

Responsible for the success of establishing and maturing the Lean Program within AXA Tech North America. Responsibilities include: • Coaching and leading a team of Navigators in the Lean Foundations and implementing its concepts within specific departments of the company.• Training newly onboarded Lean Navigators, ensuring they have the skills and tools to implement Lean. • Mitigating risks and issues within the program and removing barriers raised by the team. • Reporting and documenting status and quantitative/qualitative benefits of the program to Local and Global Executive Management.

• Coaching the management in the new lean management practices, adapting them to team circumstances in order to achieve sustainable behavioural change.• Analyses the current situation within teams and presents findings this in such a way to ensure that the need for change is accepted.• Leads LEAN initiatives within teams to resolve Customer/Quality and efficiency issues.• Supports the teams to identify and produce bottom-line improvement plans, gains buy-in from managers and supports the team to deliver.• Develops success measures to the team based improvement plans to ensure that change can be effectively measured.• Ensures customer centric processes in place.• Finding opportunities within teams to improve methodologies, processes and management. • Educating to business on Customer, Quality and efficiency topics.

Major Projects / Key Achievements:Primary Infrastructure lead in $1bil transfer of the MONY Life Insurance Co. to Protective Life Insurance Co. Led multiple workstreams toward two major efforts in separating and migrating data. Established physical data center connectivity, coordinated office move of 26 Contact Center employees, enabled storage replication of 4TB of data, separated 8 mainframe applications into AXA LPARs, migrated 60 to Protective LPARs. Responsible for maintaining project plans, action tracker, risk/issue list, and governance reporting.Realized $2.2M savings in Help Desk costs implementing BYOD model impacting 5,000 sales agents. Responsible for engaging teams to develop cost proposal and final technical solution (MokaFive LivePC) as per client requirements. Coordinated deployment tasks among local technical and vendor teams, tracked technical defects to closure and developed new support structure to support BYOD model. Awarded Global Innovation award. Served as Network and Mainframe Workstream Lead for Datacenter Relocation to Atlanta, GA, migrating 40 network circuits and 3 mainframe systems within six months. Developed and monitored project plans, directed the coordination of all implementation tasks involving third party vendors as well as provide consultation to clients on system implementation, produced reports and presented regular status to executive management.Completed global assignment in Japan to initiate Client Program Management (Global Program) for AXA Tech Japan, achieving quick wins with regards to the Portfolio Management, Project Management, Project Quality Control and Resource Management Processes. Performed Gap Analysis, initiated Project Governance Processes, implemented Time Tracking and standard Project Management Methodologies.

Managed complex web development projects from inception to launch. Provided oversight management of Editorial, Reporting, Ad Sales and Marketing project requests.Major Projects / Key Achievements:Co-managed Site Re-design Program, determining and assessing departmental functional requirements, coordinating efforts of the development and QA teams, developing launch and post-launch plans, and managing scope and change requests.