• Responsible for the day-to-day management of the Service Transition Department including 3, 5, and 7-year strategic goals, Business Continuity Planning, and all process and procedures relating to Service Transition.• Mentors 8-10 direct report employees, 15-20 downstream employees, and 10-15 matrix reporting employees in 6 countries globally. • On-going process development and improvement of implementation projects resulting in -70% decrease in time while using fewer resources. • Product Owner/Champion – NTT Security Appliance; Responsible for continual change and release management, and a global process supporting the proprietary security appliance globally. • Developed and Implemented a methodology for moving 227 Americas region's clients onto a new security platform in an extremely escalated timeline, hitting 100% of the migration goals. • Responsible for an average of 120 simultaneous projects across the Americas (AMS), Europe/Middle East/Africa (EMEA), and Asia Pacific (APAC) regions with an 85% completion rate being on time and under budget. • Developed reporting and metrics using real-time business intelligence from the ground up resulting in high compliance to project timeframes and benchmarks resulting in increased visibility into all projects• Key stakeholder in all UAT and QA testing processes holding the final go, no-go vote for all new releases related to the Global Managed Security platform.

• Single focal point for all projects for new technology and device integrations with the Global Managed Security platform. • Designed project schedules and lifecycle benchmarks. Achieved repeatable, accurate results well below previous process time lines.• Using agile methodologies scrum, I was able to reduce the time frame integrations take from 3-6 months reactionary to 1-month reactionary as well incorporate 25% of projects to be proactive

• Define scope and elicits requirements for projects ranging from large internal data migrations, implementation, and additional functionality for existing customers.• Maintain communications and updated project plans with all parties including internal and external IT departments, internal project teams, and customer’s project sponsors.• Responsible for the complete lifecycle of projects ranging from basic client solution modifications, re-engineering of client solutions, software implementations, and solution/software engineering projects.• Developed a Quality Assurance process for Tier 1 and Tier 2 Client Services Help Desk to assist with identifying further training opportunities.• Implemented processes for help desk including solution change management and escalations procedures.• Lead teams of up to 10 technicians on various projects including a full migration of all company servers to the Microsoft Azure platform.• Balances multiple projects including system architecture, implementations, solution change requests, and internal infrastructure projects.• Provides timely, reliable resolution escalated technical support issues to customers via email, phone, and remote computer access.• Developed training curriculum for new as well as seasoned Help Desk agents to increase technical efficiency and knowledgebase for custom solutions.• Lead teams of up to 10 technicians on various projects including a full migration of all company servers to the Microsoft Azure platform.• Assists with over 160 customer solution migration testing plans including solo testing of production environment audits post-migration.• Balances multiple projects including system architecture, implementations, solution change requests, and internal infrastructure projects.