Pioneered the implementation of the company’s first AI tool, driving operational efficiency and data-driven decision-making across IT services. Strategically integrated ServiceNow as the core ITSM platform, optimizing incident, request, change, and asset management processes to elevate service delivery. Led a team supporting over 3,500 users, including C-suite executives, ensuring seamless IT operations and effective communication with leadership.Collaborated with executive teams to align IT initiatives with corporate KPIs, consistently achieving over 90% SLA compliance while improving service quality. Directed IT Service Management functions following ITIL best practices, defining and monitoring SLAs, KPIs, and metrics for continuous service improvement. Spearheaded AI-driven workflow strategies to optimize service delivery and operational performance.As the leader of the Change Advisory Board for JSR and its subsidiaries, implemented robust change management processes, enhancing IT governance and minimizing service disruption risks. Built and led high-performing global IT teams, fostering a culture of collaboration, innovation, and delivering exceptional service outcomes.

Directed IT Service Management functions, ensuring alignment with business needs and improving service delivery models. Established SLAs and KPIs that enabled continuous service improvement and facilitated purposeful discussions with stakeholders. Cultivated a high performing global IT team focused on addressing both company and end user needs.

Provide level 2 & 3 technical support for diagnosing & resolving hardware and software issues. Design and maintain custom images for desktop & laptop installations using SysPrep, WDS, and Symantec Ghost Active directory maintenance, account creation, container creation, Share drive creation Troubleshoot reoccurring problems and recommend & document resolutions to management. Train new & existing personnel on equipment, software and access procedures. Analyze and resolve LAN, & WAN problems as they relate to technical operations Desktop/ Laptop, printer installs for new hires and transfers Asset Management Administrator for North America footprint.