During my recent role, I oversaw and executed projects from inception to completion within the Technology Data Enablement division for timely completion within defined budgets and quality standards. I built and administered project budgets for accurate forecasting and meticulous monitoring of expenditures against deliverables. I planned, tracked, and reported on project progress to maintain alignment with strategic goals and stakeholder expectations. I ensured seamless integration of AI, cybersecurity, and real estate data into Snowflake cloud by leveraging multiple tools, including Salesforce and Workday Data API to enhance business intelligence and operational efficiency.Here are my key accomplishments:• Successfully delivered an AI Operations Assistant, utilising Generative LLM AI-enabled tool; achieving reduction in mean time to resolution (MTTR), ticket handovers, and deflections for customer support operations.• Transitioned all People Analytics reporting to Snowflake cloud for efficient and insightful business intelligence through integration of Workday Data API with Power BI dashboards.• Created comprehensive Power BI KPI dashboards for the CIO Technology Leadership team by providing executive summaries of over 4M data points across multiple domains, including People, Technology, Financial, Risk, and Cybersecurity.• Pioneered automation and enhancement of internal reporting for Corporate Real Estate to improve robustness and reliability of facilities information, and critical SLA reporting.

Technical Business Analyst for the CIO Dashboards and People Analytics projects for Data Enablement

In this position, I orchestrated the strategic vision and roadmap for the Windows Desktop Operating System and Physical Desktop products, impacting over 130,000 end-user devices and 3,000 core applications including MS Office. I led two Agile Engineering squads to deliver product advancements, ensuring alignment with business goals and technological innovation. I optimized operational efficiency by integrating Agile practices into Desktop Engineering, fostering a culture of continuous improvement and responsiveness to change. I ensured smooth running of global business operations without interruption during the COVID-19 pandemic by executing comprehensive work/life policy adjustments, risk management, and network enhancements.Here are my key contributions:• Reduced extended support costs by £4.5 million by leading the Windows 10 transition project for over 130,000 endpoints.• Ensured seamless business operations during the pandemic by developing and implementing a robust suite of technical and policy changes for remote working.• Championed the adoption of Agile Methodology within Desktop Engineering, increasing team agility and business value.• Navigated complex patching and security challenges to uphold stringent risk management standards.• Cultivated a high-performing team environment, empowering two Agile Engineering squads to achieve strategic product goals.

During this tenure, I have administered IT Service Operations for Desktop and Print Services across EMEA for seamless 24-hour support through a follow-the-sun model across three locations. I governed technical roadmap compliance to mitigate operational risks and integrated 200 roles from external vendors to in-house support structure.Here are my key achievements:• Successfully transitioned second and third-line support services from external provider to internal global support organisation.• Achieved significant reduction in Mean Time to Repair (MTTR) for Priority 1 and Priority 2 incidents, surpassing 50% target through effective problem management and vendor service renegotiations.• Streamlined escalation processes, achieving a 30% decrease in first-to-second line escalations.• Drove substantial reduction in service escalations by refining escalation process and improving first-line resolution rates.

In this role, I supervised 6-man Global Service Operations Management Team for optimal performance of Desktop OS, Remote Desktop, Server Based Computing Platforms, Remote Access, Thin Client, and Print platforms. Oversaw 2nd and 3rd Level Support Operations for system reliability and user satisfaction. I directed Service Desk vendors and primary service vendors to foster strong partnerships and service improvements. I streamlined operations by repatriating 2nd level support from third-party services to strategic operational centres, achieving round-the-clock coverage and bolstering talent retention. I successfully negotiated service changes with vendor partners to drastically reduce Mean Time to Resolution (MTTR) for Priority 1 and 2 incidents.Here are my key accomplishments:• Facilitated transition of globally outsourced 2nd level support to strategic operational centres, ensuring 24/7 coverage and talent retention while preserving critical knowledge.• Achieved a reduction of over 50% in Mean Time to Restore (MTTR) for P1 and P2 incidents through the implementation of robust Problem Management strategies and collaborative negotiation with vendor partners to enact service changes.

In my previous role, I administered multifaceted support team to provide comprehensive 2nd and 3rd line support for variety of virtual and physical desktop environments, including Virtual Desktops, Secure Virtual Desktops, and Blade Workstation hardware. I partnered with HCL and ATOS suppliers to ensure consistent, high-quality service delivery for Deutsche Bank's global operations. I oversaw incident escalation processes for desktop OS and applications, enhancing system reliability and user satisfaction. I have established and maintained remote access solutions to facilitate seamless connectivity and productivity for users.Here are my key contributions:• Successfully installed and maintained a pioneering Citrix-based Trade Floor Blade Workstation platform in datacentre environment, supporting over 200 FX and Equities Traders at Deutsche Bank.• Enhanced remote desktop services to secure and streamline access for a globally dispersed workforce, fostering flexible and agile working practices.• Governed key supplier relationships in line with service level agreements.• Reduced downtime and improved response times for critical support issues by advancing incident management protocols.

1-2nd Level desktop support for the Sydney office's trading floor.