• Manage numerous complex ransom ware focused projects with various priorities and stakeholders.• Goals include prevention, early detection, rapid response, containment and keeping the business working daring an event.• Drive 3 POCs to evaluate backup vault systems based on price, ease of use, detection and reporting of malware or ransom ware for early detection of attack to determine the best system for United Airlines.• Meet goals, timelines and costs set forth by United Airlines including reporting and managing performance, utilizing escalation paths.• Document and implement new processes and procedures to work through a Ransome Ware event which includes options and assessments for Executive Committee to determine is the company can recover or must pay the Ransome.• Work with Sayers management to identify new revenue streams at United Airlines.

Global Service Delivery Manager for End Using Computing at Abbott Labs (Sept/2019 – Present)• Manage the day-to-day field service operations of the installation, delivery and deployment of technical resources within end user computing.• Meet goals set by Wipro and Abbott Lads including analyzing and managing performance, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance and meet or exceed SLA’s.• Manage incident/work order tickets to ensure timely completion on a daily, weekly and monthly basis in coordination with the applicable dispatch supervisors.• Manage to annual budget and meet all financial performance objectives inclusive of gross profit and related financial metrics. Review and analyze budget and financial reports for area of responsibility and take corrective action as needed.• Deploy and manage consistent, structured and disciplined systems, policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations.• Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution. Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.• Monitor technician work activities & outcomes and proactively identify and remove barriers to meeting customer expectations. Work with technicians to ensure root cause is identified, action plans are developed and ensure follow-up on customer issue resolution. Escalate issues as appropriate.• Ensure staffing is maintained consistent with customer delivery requirements by proactively monitoring labor data and taking appropriate corrective action as needed.