Work across multiple teams QA, Development, IT Ops and PMO to ensure we have successful releases. Provide regular communications and reporting to Senior Management. Plan the release schedule based on availability of resources both internally and externally. Send out notifications during the releases and work to immediately resolve any issues that may have risen in the release to limit customer impact.

Manage and review Tier 2 team members that provide technical support to our customers Tier 1 support teams.Manage SLA requirement to customers based on contractual obligations.Communicate weekly with customers regarding open issues to ensure high customer satisfactions.Escalation contact for customers worldwide 24x7.Response for Problem Management primarily by working with Engineering teams to resolve bugs identified by the Tier 2 team, confirming bugs were solved successfully with Quality Assurance and ensuring resolution through customer confirmation within a timely manner.Provide monthly reporting to customers for Incident Management.Revised existing and implemented new processes to improve and mature the Incident Management processes to meet ITIL standards.Responsible for shipping and tracking of all international shipments.

Responsible for implementing and managing many ITIL processes across Avanade ITS.Incident Management and Problem Management Service Owner.Implemented High Priority Incident Management process for critical incidents and outages.Provide communications and support to Avanade executives and senior management.Responsible for Global Helpdesk budgeting and to provide financial management over the fiscal year to stay within budget or to reduce costs.Implemented processes for the Global Helpdesk to provide monitoring 24x7 across all Avanade technologies.Implemented Problem Management process across ITS. Ensured the Global Helpdesk use Continual Service Improvement to review and improve existing processes to perform high quality customer support.Managed Global Helpdesk Tier 1 Support which includes fifteen employees, contractors and interns.Created the reporting solution for incident and problem management.Member of the System Center Service Manager (SCSM) Project team which implemented SCSM worldwide for incident and problem management.Primary contact for the Global Helpdesk between all internal and external teams (senior management, project teams, customers, vendors, operations, etc.). Expanded team from Seattle to Manila using outsourced resources which lowered cost and provides redundant work force in case of disasters or emergency situations. Implemented processes to expand knowledge base articles which increased the number of incidents the helpdesk resolves and decreases the time to resolve

Managed national Service Level Agreements (SLA), reducing monetary penalties substantially.Primary crisis management contact for software (Novell, OS2, UNIX & Windows servers), hardware (servers, workstations, & printers) and network (WAN/LAN) services provided nationwide to Washington Mutual.Reviewed and managed outages, collaborating with multiple tech support groups to ensure timely resolution.Created and implemented case handling processes with multiple tech support groups to expedite problem determination; member of weekly root cause analysis team (RCA).Managed escalated customer satisfaction issues and contributed to Corrective Action Plans.Provided reports on problem resolutions and customer satisfaction to executive management.