As senior leader for IBM, I was recruited to transform to take a small-scale operation and elevate it into a transformative, global function within the HR department. I lead a global team of 42 professionals, including Architects, System Engineers, Business Analysts, Application Designers, and first-line managers. Together, we oversee break/fix operations, configurations, and development across the Infinite Talent Suite platform, as well as performance management tools like Workhuman, Workday, and various mobility systems. • Successfully overhauled incident and change management processes, reducing ticket resolution time from several days to within 24 hours and improving system updates to a 48-hour turnaround, driving efficiency and customer satisfaction. • Reduced manual ticket processing from 119K to under 5K, enhancing operational efficiency across an HR team of 400 within a global organization of 300K+ employees.• Streamlined operations by consolidating 12 disparate support tools into 4, simplifying workflows, reducing licensing costs, and enhancing overall system performance. • Led and unified a diverse team to embrace new methodologies and tools, resulting in increased engagement, faster problem-solving, and a significant reduction in operational overhead.• Achieved $500K in annual savings by reducing reliance on vendors, upskilling internal staff, and improving process automation, demonstrating a commitment to cost efficiency and resource optimization.• Implemented a culture of continuous improvement, driving ~70 system enhancements monthly, increasing tool adoption rates, and maintaining high team retention through effective leadership and change management strategies.• Developed and executed IBM's COVID-19 support strategy for the US and Canada, rapidly implementing a system to collect vaccination data, address validation defects, and train the team to provide frontline support.

As senior business systems analyst, I led the service line for NetApp’s private and public cloud environments, where I provided strategic leadership and project management for the successful transition of applications from a third-party cloud vendor to both NetApp’s Private Cloud and AWS. My role involved managing the day-to-day operations of the IT cloud organization, where I oversaw various critical functions, including monitoring, incident resolution, problem management, configuration and change management, security management, capacity planning, availability management, and service desk operations. I directed a global team of offshore and onshore support and delivery engineers, ensuring seamless collaboration and effective communication across all levels. I also worked closely with public cloud vendors such as Amazon Web Services (AWS), Azure, CenturyLink, and Equinix to guarantee the smooth and efficient delivery of IT services. • A part of the company's first IT cloud infrastructure by partaking in the creation of a hybrid cloud environment and blending public and private cloud resources, which marked the company's initial foray into cloud technology and set the foundation for future IT innovation.• Designed and implemented pricing models, support strategies, and migration plans for transitioning 86 applications from legacy systems to a hybrid cloud environment, utilizing AWS and Azure. Successfully decommissioned outdated data center hardware, reducing operational costs and improving service redundancy.• Initiated and managed the transition from a costly external vendor to a cloud-based solution, resulting in annual savings of $720K and improved operational efficiency.• Drove standardization across business units, ensuring a unified approach to cloud adoption and demonstrating the value of cloud services through improved service outcomes and cost reductions

• Responsible for application support for internal and external customers• Managed and drove root cause analysis and corrective actions to ensure reliability and minimize downtime • Implemented systems and processes to ensure high performance and successful end user experience• Monitored project progress by tracking activity, resolving problems, publishing progress reports, and recommending actions. • Designed processes that were implemented with minimal disruption to supporting systems, and cost effective• Prepared technical reports by collecting, analyzing, and delivering to management and business teams for trend analysis• Led a major effort for operations of the Now NextGen (Support Site) project to ensure accuracy, testing, documentation, and reliability• Managed day to day operations of NetApp vendors to ensure Incidents and Problem tickets were handled correctly and met SLA• Interfaced with the internal customers to scope projects, manage issues, and develop working relationships• Develop and define IT requirements to support process and system changes • Estimate resource requirement and determine IT impacted groups

• Manage the post-sales services portfolio including the Synergy and Synergy Plus customer support programs to deliver annual revenue and gross profit targets• Work with customers, sales and regional service managers to define, document and quote service support solutions and agreements• Develop and deliver collateral and communication material to help sales and regional service managers sell support services to customers• Promote company service capabilities and maintenance level agreements• Implement procedures to track and manage quotes and bookings and monitor and manage pricing policies to ensure overall profitability of service programs• Support regional service managers to implement local in-country capabilities to deliver competitive support services to customers• Participate in the review and validation of service requirements contained in customer RFP’s and contracts• Responsible for revenue growth targets from service programs and initiatives• Provide technical assistance for on-going issues to involve managing projects to completion and working with the customer for resolution• Provided input and instituted changes in regards to being a competitive microwave communication customer service operation